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I received a payment reminder. What is there to know about this?

In this article, you'll learn everything there is to know about our payment reminders.

Why did I receive a payment reminder?

You received a payment reminder because your FELFEL account has a negative balance, and our payment system was unable to charge your registered payment method.

  • For customers with a registered payment method, you’ll receive reminders if it cannot be charged for the outstanding balance.
  • If you top up your account manually and don’t have a registered payment method, you’ll receive reminders as soon as your balance becomes negative.

What happens if my balance isn’t settled?

If your balance remains unpaid, your account will be blocked once it exceeds the limit for your billing method. You won’t be able to make purchases or badge in at the FELFEL fridge until the outstanding balance is cleared.

You can find the instructions on how to manually settle your open balance at the end of the following article. See: How can I set up a payment method?

I can't manually settle my open balance. What should I do?

If you're unable to settle your open balance, it’s likely an issue with your payment method. Follow the instructions for your specific payment method to resolve the issue:

Each article provides tailored instructions to help you fix the issue depending on your payment method.

TWINT confirmed my payment, but the app says it failed or my account is still blocked

This is usually a timing issue:

  • Processing delay: The payment may take a few minutes to appear. Check your open balance in the app again after a short while.
  • Payment still pending: TWINT may show the payment as confirmed while it is still being processed on our side.

If your balance still hasn't been settled after one or two days and your account is still blocked, reply to the original payment reminder email and our team will look into it.

Why was a processing fee added to my balance?

A processing fee is added when a product was taken from the fridge without being scanned. You can find all the details, including the fee amounts and how to avoid them, in the following article. See: I received an "Unscanned Product Charge" email. What does it mean?