My payment plan has been cancelled — why did this happen?

My payment plan has been cancelled — why did this happen?

There are a few reasons your payment plan may have been cancelled. The most common is that several payments failed in a row — this can happen if there aren't enough funds in your account or if your card or bank details are no longer valid. Your council may also cancel a plan at their discretion for other reasons.

What about failed payments — how many chances do I get?

A single missed payment won't automatically end your plan. When a payment fails, we'll try again before marking it as missed, and you'll be notified when a retry is coming. Once a payment is marked as missed, your plan can still continue — it's only consecutive missed payments that lead to cancellation.

How many retries you get, and how many consecutive failures are allowed before cancellation, depends on how frequently your payments are being taken and how your council has configured their settings. For example, a weekly plan may allow more missed payments before cancellation than a quarterly one. Get in touch with your council directly to find out the precise regulations that apply to your plan.

Why didn't I know this was happening?

You should have received notifications when payments failed and when retries were scheduled. Check your email or SMS for messages from your council. If you didn't receive anything, it's worth confirming your contact details are up to date.

What do I do now?

Your outstanding balance is still due, so please take action as soon as possible. Contact your council to discuss your options and set up a new payment arrangement if needed.

How do I avoid this happening again?

Make sure your payment details are current and that sufficient funds are available on your scheduled payment dates. Contact your council before a payment is due if you expect trouble.