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Troubleshooting Your Quote or Purchase

Troubleshooting help for common issues during the APOLLO quote and purchase flow — address not found, payment failed, no documents received, and more.

Written by Celina De Bruge

Troubleshooting your APOLLO quote or purchase

Most quotes and purchases complete smoothly in under two minutes. If you've run into a problem, here are the most common issues and how to fix them.

My address isn't showing up in the quote flow

If the address search isn't finding your property:

  1. Try entering just the street number and the first few letters of the street name, then wait for the dropdown to populate.

  2. Check for typos — especially in suite/unit number format (try "101-123 Main St" vs "123 Main St Unit 101").

  3. If your address genuinely doesn't appear after a few attempts, look for the "Enter address manually" or "I can't find my address" option at the bottom of the dropdown and type it in directly.

My payment failed at checkout

If your card was declined or payment didn't go through:

  1. Double-check the card number, expiry date, CVV, and billing postal code — a single digit off will cause a decline.

  2. Confirm your card is enabled for online transactions — some debit cards have online purchase restrictions by default.

  3. APOLLO accepts Visa, Mastercard, Amex, and select debit cards. Prepaid cards are not accepted.

  4. Try a different card if you have one available.

  5. If the card details are correct and payment still fails, your bank may be blocking the transaction — a quick call to them usually resolves it.

I completed my purchase but haven't received my policy documents

Policy documents — including your Certificate of Insurance — are emailed immediately upon purchase. If you haven't received them:

  1. Check your spam, junk, and promotions folders for an email from noreply@apollocover.com or login@apollocover.com.

  2. Make sure you're checking the email address you entered during the quote flow.

  3. Check that your inbox isn't full.

  4. If it's been more than 15 minutes and you've checked all of the above, log in to the Customer Portal — your policy and documents should be accessible there immediately even if the email hasn't arrived.

My quote price looks different than I expected

A few common reasons why the quote price might look unexpected:

  • Coverage limits: Check that your contents, liability, and ALE amounts match what you intended. Higher limits mean a higher premium, but better coverage.

  • Add-ons selected: Enhanced Water Coverage, Tenant Shield, or APOLLO+ each add to the premium — scroll through the quote summary to see what's included.

  • Discount removed: A discount may have fallen off as you are no longer eligible for it.

  • Monthly vs. annual: Annual pricing shows a lump sum; monthly pricing shows a per-month amount. Make sure you're comparing the right one.

  • Location: Premiums vary by address — entering a different address will produce a different price.

The quote flow is asking me to log in because I already have an account

If you previously purchased a policy with APOLLO, the system recognizes your email and asks you to log in. From there:

  1. Try a different email

  2. Clear your cache and cookies

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