Do more at your local store

Please contact your service provider for further support. They may ask you for details of the transaction, so make sure you keep hold of receipt as your legal proof of purchase. CLICK HERE to see a list of contact numbers.

If you don’t have your receipt, please fill out our contact form HERE and provide us with the following information:

• The name and address of the store you paid at
• The date and time the payment was made
• Any other details about the transaction (such as the barcode number from your bill or the amount)

Please speak with your energy provider to request a new key or card. They’ll be able to let you know:

• Your closest store that has the key / card you need
• How to get your key / card activated

CLICK HERE to see a list of contact numbers.

Please contact your energy provider for further support. They may ask you for details of the transaction, so make sure you keep hold of receipt as your legal proof of purchase. CLICK HERE to see a list of contact numbers.

To find your nearest PayPoint store, please visit Store Locator

For any receipt queries, please send a picture of your receipt as well as any details relating to your query to [email protected] and we will try our best to resolve the issue.

Please email [email protected] with details of the transaction:

• The name and address of the store you paid at
• The date and time the payment was made
• The barcode number from your bill or payment card

Once received, our customer service team will investigate and come back to you.

Please be aware that without a receipt there is no legal proof of payment and we cannot guarantee that we will be able to locate a record of your payment.

Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

Take your voucher (or mobile phone/smart device) to a PayPoint store

• If it is for a cash payment, take it to the PayPoint store and give it to the retailer so you can receive your payment.
  
  
• If it is an Energy Credit Voucher please make sure you have your gas card, electricity key or Smart Meter card with you so the Energy Credit can be processed.
  
  
• If your voucher states that you need to provide identification, please take it with you. Acceptable identification could include a driving licence, bank statement, council tax bill, or any utility bill.

If it is an OpenPay voucher see section OpenPay below.

At the PayPoint store hand the voucher to the store assistant who will scan the barcode (or key in the voucher number) and give you cash or top up your energy device to the value of the voucher, in line with the instructions printed on the receipt.

Please note: The voucher will expire on the date shown and can only be used once.

All vouchers have the expiry date displayed. If not stated and unless you have been informed otherwise, Vouchers expire 30 calendar days after the date the voucher was issued.

PayPoint is unable to extend a voucher validity period, or re-enable them once expired. Please speak to the person or organisation who promised you the voucher for support.

Please click here to see a list of contact numbers.

Clicking on the link to open the voucher multiple times within a 10-minute period can cause a security message to appear. Please wait 10 minutes and then – reattempt the link.

Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

To find your nearest PayPoint store please visit Store Locator. 

Explain to the assistant that this is a standard PayPoint service that works on the PayPoint terminal and they need to try. If they still won’t help please step aside from the counter and call PayPoint 0330 400 0002 or email [email protected] and we will try to help.

If your retailer appears on the voucher store locator, then they are required under their contract with PayPoint to process your voucher providing they have the cash available to do so.

If your voucher is for an Energy Credit, the retailer should be able to process the voucher any time they are open.

Show these instructions to the store assistant:

1. Check that you have enough CASH to pay out (if it’s an Energy Credit Voucher, you won’t need any cash)
   
   
2. Scan the barcode using the PayPoint scanner
   
   
3. When the screen displays CONFIRM TRANSACTION check the amount on the screen matches the amount printed, then select CONFIRM
   
   
4. Put the receipt that your PayPoint terminal prints into your till
   
   
   • For a Cash voucher, hand the customer the cash from your till
     
     
   • For an Energy Credit voucher, insert the customer’s electricity key or gas card into the terminal or swipe their smart meter card and complete a normal top-up for the value of this voucher
     
     
   • Give the energy transaction receipt to the customer (The voucher amount will be credited to your bank account within three working days)
     
     
5. If the customer has a text message without a barcode, or the barcode will not scan: From your till screen select the P button
   
   
   • Select the EMONEY & DIGITAL CASHOUT button on the PayPoint terminal followed by
     
     
   • CASHOUT and then
     
     
   • I-MOVO PAYOUT on the touch screen and enter the barcode number.
     
     
6. Continue the transaction instructions from point No.3 above

If the store assistant has any questions, they should call the PayPoint Contact Centre on 0330 400 0000*

Please check that your voucher has not already been used by another person from your household.

If you are certain the voucher has not already been used, please contact the person or organisation who issued the voucher. Please click here to see a list of contact numbers

Valid vouchers can be manually entered at the PayPoint terminal. Show the following instructions to the store assistant:

1. If the customer has a text message without a barcode, or the barcode will not scan: From your till screen select the P button
   
   
   • Select the EMONEY & DIGITAL CASHOUT button on the PayPoint terminal followed by
     
     
   • CASHOUT and then
     
     
   • I-MOVO PAYOUT on the touch screen and enter the barcode number. (On barcoded vouchers the voucher number appears below the barcode)
     
     
2. When the screen displays CONFIRM TRANSACTION check the amount on the screen matches the amount printed, then select CONFIRM
   
   
3. Put receipt that your PayPoint terminal prints into your till
   
   
   • For a Cash voucher, hand the customer the cash from your till
     
     
   • For an Energy Credit voucher, insert the customer’s electricity key or gas card into the terminal or swipe their smart meter card and complete a normal top-up for the value of this voucher (The voucher amount will be credited to your bank account within three working days).

If the store assistant has any questions, they should call the PayPoint Contact Centre on 0330 400 0000*

Our retailers should always do their best to ensure you are able to process your voucher. From time to time, retailers may be unable to fulfil this request if there is a lack of cash available. They may be able to advise you of a better time to come back (e.g. later in the day when they have more cash.) Alternatively, you may need to visit another store to process your voucher. To find an alternative PayPoint store please visit https://consumer.paypoint.com.

Our retailers should always do their best to ensure you are able to collect your cash payment. From time to time, retailers may be unable to fulfil this request if there is a lack of cash available at the time. To find an alternative PayPoint store please visit https://consumer.paypoint.com.

PayPoint is committed to providing products and services of the highest standard. If for any reason you are not entirely satisfied with any aspect of our service, please visit our Customer Service page here.

PayPoint is committed to providing products and services of the highest standard. If for any reason you are not entirely satisfied with any aspect of our service, please visit our Customer Service page here.

The voucher you receive should indicate if you are required to bring ID with you and what you should bring. If you cannot provide the ID requested please contact the organisation that issued you with the voucher.

Please click here to see a list of contact numbers.

Your vouchers may be suspended by the organisation that issued the voucher if:

• They have believe that the security of your voucher is at risk or they suspect unauthorised or fraudulent use of your vouchers;
  
  
• You are abusive or threatening to anyone involved providing this service, including PayPoint Retailer;
  
  
• They are required to do so by law, regulation or government order.

PayPoint cannot make a payment to you if the organisation that sent you the voucher suspense or cancels the voucher. You should not attempt to use your payment after you have been told your voucher is cancelled or suspended.

If this happens, please contact the organisation that issued you with the voucher.

Please click here to see a list of contact numbers

You should contact the organisation that issued to voucher to you immediately.

Please click here to see a list of contact numbers.

You’ll find lots of help on the Payment Exception Service website including:

• Frequently asked questions
• Useful contact numbers
• Logging into your account to see your voucher balance, status, delivery method and more

You can access the website here:

https://manage-your-payment-exception-voucher.dwp.gov.uk/

Most of our PayPoint retailers are able to process your voucher for you. To find your nearest PayPoint store, please visit Store Locator. 

If you need financial support for electric, gas, food, and other household expenses; please contact your local authority or Citizens Advice bureau, who are best placed to help you:

• You can find out who your local council is via the GOV website here
• Contact information for Citizens Advice can be found here

Please visit our store locator to see your other closest stores and what services they offer, including ATM’s: Store Locator.

Please contact your bank or card issuer to report the issue. In most cases, the transaction reverses within 24 hours. If this has not happened, you will ’ll need to raise a LINK claim with your bank. The LINK claim will then be investigated between PayPoint and the bank or card issuer.

Please send us a message with the name(s) and address(es) of the store(s), and the service you were attempting to use. We will contact the store(s) and run through some checks.

No, only PayPoint OpenPay vouchers have the option for you to have the payment into your bank account or collect it in cash. The organisation issuing the voucher decides how it wants to be able to make the payment to you. If you have any questions about the payment you will need to contact them.

Please click here to see a list of contact numbers.

Your voucher features a button that gives the option to “PAY IN TO MY BANK ACCOUNT”. PayPoint will need to know your bank account details to pay money into it. PayPoint uses the services of a third-party to establish that you have legitimate access to the bank account you wish to receive the payment into and that account is eligible to receive the payment.

You will be asked as part of the process to accept the terms & conditions of the third-party service. If you do not agree to the third-parties terms & conditions when requested, you will not be permitted to pay the voucher into a bank account and must claim it in cash instead.

You need online access to your bank via your mobile phone, tablet or computer to pay the voucher into a bank account. Access to your bank can be via a website or your banking app. If you do not have online access to your Bank, you cannot using this service and must request a Cash Voucher instead.

If you do not wish to receive your payment in cash, you will need to contact the organisation making the payment to you to arrange for an alternative method for you to collect the monies due to you.

Once you have completed the Account Payment process, the funds will normally be with your Bank within two (2) hours. If you have not received the payment by the next business day, please contact the organization sending you the payment.

Please click here to see a list of contact numbers.

You should contact the organisation that issued you with the voucher immediately.

Please click here to see a list of contact numbers.

Each PayPoint OpenPay voucher contains a link to display a PayPoint OpenPay Cash Voucher. To obtain your payment in cash, you should click this link to display the barcode.

Your PayPoint OpenPay Cash Voucher is processed the same way as a Cash Voucher. For help on processing your PayPoint OpenPay Cash voucher, please see question above of I think I have asked for a payment to be sent to the wrong bank account, what should I do? 

PayPoint cannot help to locate lost parcels; more information on what to do can be found here, as well as a form for reporting lost parcels.

Once your parcel has been delivered into store you will receive a collection code. This will be sent to you via the method you chose when the item was ordered, i.e. an email/ SMS.
 
The courier or retailer that is responsible for your parcel will issue you with this collection code.
 
If you have not received, or accidentally deleted this, please get in touch with the retailer you purchased your item from, or the carrier who delivered it.

No, you should not be charged as you’ve already paid online before the package arrives into a PayPoint store. If a Collect+ store has attempted to charge you, please email [email protected] with the name and address of the store in question.

We are very sorry that you were not welcomed and helped in the way you would expect.

Please tell us specifically about what happened, date and time, and we will follow this up with the store. You can contact us via our Contact Form.

The Print in Store service from Collect+ means that your parcel label is printed directly from the retailer’s existing PayPoint terminal on the till receipt. No additional printer is needed.

Please inform the retailer to scan your Print in Store barcode and/or follow the instructions in their Collect+ user guide.

PayPoint is a free to use service. If you were attempting to pay by cash, please email details of the store(s) to [email protected] and we will contact the retailer to remind them of our policies.

Please note: If you were attempting to pay by debit/credit card, please be aware that new government legislation specifies that companies are no longer allowed to charge customers for debit or credit card payments.

If a retailer tries to charge you a fee because you are choosing to pay by card, you can refuse and report it to Trading Standards by calling the Citizens Advice consumer helpline on 03454 04 05 06.

Retailers must accept card payments for TV licensing if this is your chosen payment method; this is because the TV license product allows payment by credit card and/or debit card. If this is the case, please fill out our contact form here and provide us with details of the store and your experience. We will l follow up with the store to find out what has happened.

For all other PayPoint transactions: retailers does not have to accept a credit or debit card payment as the payment for a bill, the payment is supposed to be in cash.

PayPoint is a free to use cash service, and minimum spends should not be imposed to use our services. If this is the case, please fill out our contact form here and provide us with details of the store and your experience. We’ll follow up with the store to find out what has happened.

It’s likely that the store has already contacted us and we’re working with them to resolve the issue. You can also let us know, so that we can check in with the store in case they haven’t informed us. Please fill out our contact form here and provide us with details of the store and your experience. We’ll follow up with the store and help them resolve any issues.

We know how important it is to be able to access PayPoint services quickly. Please visit our store locator to see your other closest stores: Store Locator. 

We’re sorry to hear you’ve had a poor experience in one of our stores. Please fill out our contact form here and provide us with details of the store and your experience. We’ll review your feedback, and follow up with the stores in question where appropriate.

Please send us a message with the name(s) and address(es) of the store(s), and the service you were attempting to use. We will contact the store(s) and run through some checks.