Is Lemonade down or not working today?

You don't know how to get into your account

• On the website, click 'My Account' at the top right of Lemonade.com, enter your email address and type the one-time passcode Lemonade emails you.
• In the app, tap 'Sign In' at the bottom of the home page ("Already a member? Sign In.") and use your Facebook login or the email and password you used to buy your policy online.

Your landlord or lender asks for proof of insurance

The declarations (dec) page of your policy usually serves as proof.

• Find the email with your policy, or download it: on Lemonade.com, My Account, then the download option at the bottom of the page; in the app, the three-dot icon, then 'Download policy'.

Something was damaged or stolen and you need to file a claim

• Before cleaning up or moving anything, photograph the scene (for a theft: entry points, broken locks, empty spaces) and keep receipts for emergency repairs or temporary housing.
• In the Lemonade app, tap 'File a Claim': you get a claim number, answer a few questions and record a short video. The app saves your progress, and you can track the claim with your claim number.

Fire, ongoing water damage or structural damage leaves your home exposed

Lemonade treats this as an emergency: its response team calls you shortly after you report it.

• Report it in the Lemonade app. No access to the app or website? Call Lemonade at (844) 733-8666.

Your card was declined for your premium

Lemonade asks for another card and keeps reminding you; if you don't pay it eventually cancels the policy, but warns you first.

• Give Lemonade a different card when it asks, and settle the amount due before the policy is cancelled.

You want to cancel your policy

There's no fee or penalty for cancelling early, and you're refunded the remaining period you've paid for.

• In the app, select the policy, tap the three dots at the top right and cancel. On the website, go to My Account, select the policy and click the pink 'cancel' link near the bottom.