I’ve missed a payment card payment. What should I do?

We know that some customers find paying the licence fee difficult. We will do all we can to help.

If you pay for your licence with a payment card, (part of our cash plans scheme), and have:

  • missed a payment; or
  • are having trouble with your payment schedule; or
  • have a question about your payments,

You must contact us to let us know as soon as possible by calling 0300 555 0286*. Lines are open 8:30am to 6:30pm Monday to Friday and 8:30am to 1pm Saturday.

If you have fallen behind with previous instalments, your next payments will pay off your missed payments until you are up to date.

I’ve just paid but you’ve sent me a text reminder

Thank you for your payment. Your reminder may have been sent out before your last payment was processed and it may take 48 hours from the time you make your payment for it to appear on your payment history.

Would you like some more help?

There are some not-for-profit organisations that could help you. Their advice is free, confidential and independent.

  • Citizens Advice – visit your local Citizens Advice Bureau (you can find the address in the phone book) or go to adviceguide.org.uk (England and Wales), cas.org.uk (Scotland) or citizensadvice.co.uk (Northern Ireland).
  • National Debtline – if you live in England, Wales or Scotland, call 0808 808 4000 or go to their website for advice and information.
  • Debt Action NI – if you live in Northern Ireland, call 0800 917 4607 or go to their website for debt advice.
  • Money Advice Scotland – if you live in Scotland, call 0141 572 0237 or go to their website to find details of debt advice in your area.
  • StepChange Debt Charity (formerly the Consumer Credit Counselling Service) – call 0800 138 1111 or go to their website for debt advice throughout the UK.
  • Credit Services Association – search for ‘credit services association’ in search engines for general help and advice on debt related matters.
  • Money Advice Service – offers free, unbiased advice online.
  • Civil Legal Advice (CLA) – You may be able to get free and confidential advice from CLA as part of legal aid if you’re in England or Wales. Legal aid rules are different in Scotland and Northern Ireland.
  • The Insolvency Service – provides advice to the public on insolvency and redundancy.
  • Christians Against Poverty – provides free debt counselling through home visits, call 0800 328 0006.

*Calls to our 0300 numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive minutes with your mobile, calls to an 0300 number will be included.

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