Please select one of the below options so we can assist you with the missing payment.
I made a payment using the portal but it is missing
I made a payment using the portal but it is missing
When a payment is made using Google Pay, Apple Pay or directly using a credit or debit card, then please note it may take up to 5 working days to clear and arrive in our account. Our Customer Service team are able to check the payment, and please ask them if it has been over 5 working days since it was made and the payment is still missing.
Please note, the above also applies to payment plans set-up using the Payment Portal.
I made a payment via bank transfer but it is missing
I made a payment via bank transfer but it is missing
If you paid using our bank details to make a bank transfer then typically it will show on our account after 1 working day. This clearance time applies if you have set up a standing order also.
Where can I check the date of when the payment was credited?
Where can I check the date of when the payment was credited?
The repayments for both of the methods above will show once cleared in the Advances section of the Dashboard. You will only ever pay one balance back at a time, so ensure you click on the right funding to see the payment. If multiple payments from different sources come in on the same day, you should be able to see these in the Transactions section of the Dashboard to differentiate between them.