What if my card declines?

We know payment issues can happen from time to time — cards expire, billing info changes, or banks put unexpected holds in place. At Poplin, we try to make resolving these situations as easy (and stress-free) as possible.

Here’s what you need to know if your payment doesn’t go through.

How will I know if there’s an issue?

When your Laundry Pro finishes processing your order and enters the final weight, we immediately try to charge your card — this helps speed up the delivery process. 

If your payment is declined at that time, we’ll pause your order and notify you right away. 

• In-App Alert: You'll see an alert in the app. Simply tap "Resolve" to quickly and securely update your payment method.

• Reminders: We will continue to send you reminders through in-app messages and push notifications so you can take care of it without missing a beat.

Is there a grace period?

Yes! You have a 24-hour grace period after the card declines to update your payment information and resolve the issue. During this time, no additional charges will apply. Your laundry will remain safely with your Laundry Pro.

What happens after the grace period?

If the payment still hasn’t been completed after 24 hours since the card declined, we’ll begin charging a $10 per day holding fee, which goes directly to your Laundry Pro for storing your laundry beyond the original delivery window.

We’ll keep reminding you through the app so you have every chance to resolve the issue before further charges build up.

What happens if the payment still isn’t made?

If your payment hasn’t been resolved after 7 days (24 hours of grace after the card declined + 6 days of holding), we’ll unfortunately need to cancel the order.

At that point, your Laundry Pro will be invited to donate or dispose of your laundry, and Poplin can no longer guarantee its return.

We truly hope it never gets to this point, and we’ll make multiple attempts to reach you before taking this final step.

Need help?

If you're having trouble updating your card or using the app, please reach out to our Concierge Team. You can use the in-app Help Chat or email us at [e-mail]. We're happy to help get things sorted so you can get back to clean laundry — fast.