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Monoline's Payment Options

Everything you need to know about payment methods, fees, and resolving common payment issues.

How Payments Work

Monoline is a direct-bill carrier. The full premium is due at the time of purchase, and coverage is not bound until payment is successfully processed.

Accepted payment methods:

  • Bank account (ACH/e-check)

  • All major credit cards

You can enter payment details directly on behalf of the insured, or send the insured a secure payment link so they can complete it themselves.

Credit Card Processing Fee

Credit card payments include a processing fee of approximately 3%, added on top of the premium.


ACH/e-check payments have no processing fee. This savings appears on the final bill as the eCheck discount.

How Refunds Work

Refunds in Monoline are issued exclusively to a bank account. Automatic refunds to the original payment method are not supported. Banking information can be collected securely through two methods: agent-assisted entry or a secure payment link. These methods ensure client information is handled safely and efficiently.

Resolving a Pending Payment

If a payment is showing as pending:

  1. Confirm that the bank account or card details were entered correctly.

  2. If the details look right but the payment is still stuck, contact Monoline support with the policy number (format: CC MPU XXXXXXX-XX).

  3. The support team will look up and resolve the payment status.

Heads up: Coverage is not bound until payment is fully processed. Resolve pending payments promptly to avoid a coverage gap.

Resolving a Pending Refund

  1. Ensure the insured receives a secure payment link.

  2. Follow up with the insured to confirm they have entered their banking information.

  3. Once the information is submitted, the refund will be processed electronically.

Heads up: Refunds cannot be processed until the insured submits their banking information. Prompt follow-up is essential to avoid delays.

Resending a Payment Link

You can resend a payment link directly from the Monoline platform. No need to contact support.

  1. Log into app.monoline.com and find the quote on your dashboard. It should show a status of Ready to Issue.

  2. Open the quote and navigate to the payments page.

  3. Click Send Payment Link to send the insured a secure link to complete payment.

  4. Once payment is complete, the policy binds automatically and both you and the insured will receive policy documents by email.

If the payment link email never arrives: Ask the insured to check their spam or junk folder for emails from monoline.com. On a corporate email, their IT team may need to whitelist monoline.com. Some company firewalls block Monoline emails.

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