If the Wallet isn't working, contact the Carwow Wallet team with the deal Registration Number or listing ID. Don't pay the seller another way until we confirm what to do. This avoids paying twice.
What to do
Check for a banner. If we know about an issue with the Wallet, you'll see a message in your account. You don't need to contact us separately – we'll update you when it's fixed.
Try again shortly. Refresh the page and check your internet connection. If the problem is with your 2FA code, see How do I set up 2FA for my Wallet?
Contact us if you're collecting today. Tell us the deal Registration Number or listing ID and when you're collecting, so we can help you complete the payment.
Things to know
Paying another way - you can pay by bank transfer during an outage by following these steps: How do I pay a seller by bank transfer instead of my Wallet?
If you've already agreed to pay outside the Wallet, use Handle Payment Offline to clear the transaction. See How do I clear a payment from my Wallet dashboard?
If your payment went through but is taking a while, see Why is my payment delayed or pending?
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