This situation — where your bank shows a debit but our portal still shows the payment as failed or outstanding — is uncommon but does occur during bank processing windows. Do not make a second payment until you have followed the steps below.
Why this can happen
Bank-to-bank payments go through a settlement cycle. In rare cases, a payment initiates at your bank (so it appears on your statement), but the confirmation to our systems is delayed or returns a technical error code before completing. The result is a mismatch between what your bank shows and what our portal reflects.
What to do
- Wait 2 business hours — the majority of these cases self-resolve once the settlement message arrives. Refresh your portal and check whether the status has updated before doing anything else.
- Get your payment reference — in your bank's statement, find the reference or transaction ID for the payment. You will need this when contacting us.
- Contact us with proof — use the General Support Enquiry form or call our support line. Share a screenshot of your bank statement showing the debit (with account number redacted if preferred), the payment date, and the amount. Our team will trace the payment and reconcile it manually.
- Do not double-pay — if you pay again and we later confirm the original arrived, we will credit the second payment against future payments or refund it. But to avoid complications, always confirm with us before paying again.
If a double payment does occur, we will return the surplus to the originating bank account. Refund processing typically takes 3–5 business days after we confirm the duplicate.
See also: My direct debit has not been collected, How to repay early, My portal shows an outstanding balance I do not expect.