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Worried about missed payments

Missed payments can be something as simple as forgetting the due date, or your payment not clearing in time. Here’s how we can help you to avoid missing a payment, and what support we can offer if you do.

How to avoid missing a payment

There are a few ways to pay, so choose the option that works for you.

Worried you’re going to miss a payment?

Please contact us. We may be able to help.

To avoid missing a payment, we’d always recommend setting up a Direct Debit, to at least cover your minimum amount, or more if you can afford it.

A Direct Debit is automatic. So, as long as there's money in your account, you won't have to worry about paying on time.

How to set up or edit a Direct Debit


Go to ‘More’ and tap ‘Setup your Direct Debit’.


Sign in to your online account and go to ‘Payments’.


Call us on 0800 952 4966

We can always change your payment due date for one that works better for you, such as pay day. Arrange the Direct Debit to come out a couple of days before your due date, to give yourself a buffer if there’s any kind of delay in the funds clearing.

What happens if you miss a payment

If you miss a payment, or you make a payment after the due date, we’ll add interest and fees to your account. We may also have to let the credit reference agencies know.

Missed payments can show on your credit file and affect your credit score for up to 6 years. If you apply for any type of credit during that time, lenders will be able to see this when they do a credit check, which may affect your ability to get credit in the future.

Sometimes missing one payment can lead to missing another - it’s easy for things to spiral. Please contact us, before it gets to that stage.

Help if you’re struggling to make payments

Finances are such a personal thing, so we’re always happy to work with you to find the best solution.

Worried you’re going to miss a payment?

If you think you might end up missing a payment, for whatever reason, please do speak to us as soon as possible. We can often find a solution that prevents you from falling behind and helps you stay on track in the future. Whatever your circumstances or your concerns, you can contact us and we’ll be here to help.

Set up a Payment Plan

A Payment Plan can help you get back on track. Depending on your situation, we may be able to offer you a Payment Plan that:

  • Spreads the cost over several months
  • Stops interest and fees for a while

It can be tough, but the sooner you start, the sooner you can get back on track. If you’re already behind on payments, it’s easy to set up a Payment Plan in the app. But if you feel like talking things through, then give us a call on 0800 952 4966

If you’re currently up-to-date on payments but you think this might change, you’ll need to call us if you want to set up a Payment Plan.

Our customer support team can help you find the right solution. We can also adjust plans or find new solutions if you need.

Defaulting on your account

Call centre icon - agent with phone headset

Dealing with a condition or life event?

Get support with your finances during tough times.

If you miss 6 or more payments, your account may default. Defaulting means you’ve broken the terms of your credit agreement. A defaulted account stays on your credit file for 6 years, from the date of default. This could impact your ability to get credit in the future.

We’d much rather help you, before it gets that far. There are many different reasons why people miss a payment, so whatever your situation, please let us know.

Help from other organisations

We’re not the only people you can speak to. There are not-for-profit organisations that can help you with confidential, free, independent financial advice:

StepChange Debt Charity

DebtRemedyopens in a new tab: In 20 minutes you can get the same advice and support online as you would over the phone:

Freephone 0800 138 1111

http://www.stepchange.orgopens in a new tab

Citizens Advice

Find your local branch at: in a new tab

National Debtline

Freephone 0808 808 4000

www.nationaldebtline.orgopens in a new tab

Other tools

These useful debt assessment and management tools from StepChange.orgopens in a new tabwill help you get a better understanding of your finances:

Benefit Checkeropens in a new tab: Make sure you’re getting all the benefits that you’re entitled to

60-second Debt Testopens in a new tab: This simple online tool will quickly tell you if you need further debt advice and what your next steps should be

7 Days, 7 ways to deal with debtopens in a new tab: A week of emails with guides and tips to help stop money worries becoming a bigger problem