If a payment was started in your Carwow Wallet but won't be completed there, you can clear it from your Requires Attention tab so your Wallet records stay accurate.
When to use this
The deal was cancelled after the payment was started.
You've agreed with the seller to complete the payment outside the Wallet.
Important: If a payment has failed or is delayed, don't use this option. Wait for the Carwow Wallet team to contact you with next steps. See Why is my payment delayed or pending? |
How to clear a payment
Go to the Requires Attention tab in your Carwow Wallet.
Find the payment and select Handle Payment Offline.
Confirm that the payment will be handled outside the Wallet, or that the sale is no longer going ahead.
The payment will be removed from your active transactions and will show in your transaction history as Payment handled offline.
Before you pay outside the Wallet
Paying through the Carwow Wallet means fees are paid automatically, finance is settled in one step, and every payment is tracked with an invoice. Find out more in What is Carwow Wallet?
If a payment is missing from your Requires Attention tab or you see an error, contact the Carwow Wallet team.
Need further assistance?
If you have questions or need help, the Carwow Wallet team is available via your preferred channel:
Webform: Submit a support request
Phone: 020 4586 4000 (Select Option 3)
Email: wallet@carwow.co.uk