Why am I seeing "There was a problem with your payment" when purchasing new Tenant Insurance after cancelling?

If you purchased your coverage through KOHO, SingleKey, or Rhenti, your policy is managed differently. Please contact your provider directly for assistance with purchasing or managing your coverage.

If you've recently cancelled your Tenant Insurance because you're moving and are trying to purchase a new policy, you may see the following message during checkout:

"There was a problem with your payment. Please try again.

In most cases, this isn't actually a payment issue.

Why this happens

When you cancel your Tenant Insurance, your coverage doesn't end immediately.

Your policy remains active until the end of your current billing period. While your existing policy is still active, our system won't allow you to purchase another Tenant Insurance plan, which can result in this error message.

How to check your coverage end date

You can confirm when your current policy ends by logging into the same customer portal where you originally cancelled your plan.

In the portal, you'll be able to view:

• Your policy status
• Your cancellation status
• Your End date

For example:

Status: Cancelled
End date: December 31, 2026

This means your policy has been cancelled, but your coverage remains active until December 31, 2026.

When can I purchase a new policy?

You have two options:

• Wait until your current policy's End date. Once your existing coverage has expired, you'll be able to purchase a new Tenant Insurance policy using the same email address.
• Purchase a new policy right away using a different email address. Your original email address is tied to your active policy until its End date, so it can't be used to purchase another policy while that coverage remains active.

Updated on: 29/07/2026