I received my top-up code, but the payment wasn’t taken from my bank. What will happen?

If payment has not been taken from your bank for your top-up, don’t worry. This payment will still be added to your account but paid back through your future top-ups.

A percentage of each top-up you buy goes towards reducing these until they are cleared. We’ll agree a repayment rate that works for both you and us and take into consideration your individual circumstances and ability to pay. You will be sent an annual account statement, and we will inform you when all the arrears have been cleared.