When you make a payment online or over the phone you'll be advised straight away if your payment has been successful and we'll instantly provide you with a reference number/authorisation code.
If your payment is declined, we recommend you check the details you entered and try again. Also, check that your credit/debit card has not expired or been replaced. If you are making a payment online and you have previously saved your card details, please check that your card has not expired or been replaced before you select it to make a payment. If it has expired, or been replaced, please delete the out of date card and select ‘Use a different card’.
If the payment is still declined by your credit/debit card issuer you will need to contact them for more information.
We do not accept American Express cards.
If you'd like to get in touch regarding a payment, please contact us using the contact us webform.
To help us look into this please tell us:
- Times/dates
- Any transaction references
- Your Smartcard number
- The product you are trying to purchase
- The web browser you are attempting to purchase through
If you'd prefer to speak to someone please call us on 0800 952 0002.
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