Customers' Frequently Asked Questions

If you can't find the answer to your question here, please send email to us at PayPoint enquiries

 

Does it cost me anything to pay at PayPoint?

Do I have to make a purchase in-store to make a payment at PayPoint?

Can I pay any bill at PayPoint?

Do I have to pay in cash?

How do I find my nearest PayPoint?

Do I have to use the same PayPoint outlet every time?

How do I know my money is safe when I pay at PayPoint?

How do I pay my gas, water, electricity or other bill?

How do I charge my gas or electricity key or card?

How do I top up my phone / calling card?

How do I pay for my TV licence?

How do I buy or load money onto a prepaid debit card?

How do I get a new electricity key / powercard / Quantum card?

How do I get a PayPoint card?

How do I know if I can pay my council tax and/or rent at PayPoint?

How do I pay my council tax and/or rent at PayPoint?

I don’t have a council / housing association payment card. How do I pay my council tax / rent?

Can I make other payments to my local council at PayPoint?

How do I buy a bus ticket?

How do I send money abroad?

How can I send a parcel at PayPoint or use Collect+?

Can I just take my parcel into a Collect+ outlet and pay there to send it?

Who do I contact if I have a question about my bill or service?

Why do I need to keep my receipt?

I have lost my PayPoint receipt. Can you find my payment?

I want to make a complaint.

What do I do if I have questions about the Simple Payment service?

How do I find a shop that offers the Simple Payment service?

 

 

 

 

 

Does it cost me anything to pay at PayPoint?

No. The PayPoint service is free to all customers when paying in cash. If you are charged, please report the shop in question to us on enquiries@paypoint.co.uk, call our contact centre on 08457 600 633 or write to us at the following address:

PayPoint Customer Services
1 The Boulevard
Shire Park
Welwyn Garden City
Herts
AL7 1EL

Remember to include your name, the name and address of the PayPoint outlet that charged you, what you were paying (eg, gas top-up, electricity bill) and the date you made the payment.

Do I have to make a purchase in-store to make a payment at PayPoint?

No. If you are ever asked to make a purchase, please let us know straight away. You can email us at enquiries@paypoint.co.uk. Alternatively, ring our contact centre on 08457 600 633 or write to us at:

PayPoint Customer Services
1 The Boulevard
Shire Park

Welwyn Garden City
Herts
AL7 1EL

Remember to include your name, the name and address of the PayPoint outlet, what you were paying (eg, gas top-up, electricity bill) and the date you made the payment.

 

Can I pay any bill at PayPoint?

The bill issuer or service provider will tell you if you can pay at PayPoint, but if you aren’t sure, click here for a list of companies whose bills or services can be paid for at PayPoint.

 

Do I have to pay in cash?

Yes, unless you are paying for your TV licence, when it is also possible to use a debit card.

 

How do I find my nearest PayPoint?

Use our Store Locator at the top of this page. You will need your postcode to search for PayPoint outlets in your area.

 

Do I have to use the same PayPoint outlet every time?

Not at all. You can make payments at any PayPoint outlet.

 

How do I know my money is safe when I pay at PayPoint?

Your receipt is proof of payment and guarantees that the service provider will receive the money. It is also proof that your account (when an account is paid, eg, a utility bill) is credited as having been paid on the date the payment was made at PayPoint.

 

How do I pay my gas, water, electricity or other bill?

Simply take your bill and cash to your nearest PayPoint outlet. Tell the retailer what you want to pay and how much. Hand your cash and bill to the retailer, who will process your payment on the PayPoint terminal. Please keep your PayPoint receipt as proof of payment.

 

How do I charge my gas or electricity key or card?

Take your card or key and cash to your nearest PayPoint outlet. Tell the retailer what you want to pay and how much. Hand your cash and key or card to the retailer who will process your payment on the PayPoint terminal. Please keep your PayPoint receipt as proof of payment.

 

How do I top up my phone / calling card?

You can top up using your mobile phone top-up swipe card or buy an e-voucher for all mobile networks. Simply ask the retailer for the top-up required, hand over your cash and wait for your receipt. 

 

How do I pay for my TV licence?

Take your renewal notice or swipe card to any PayPoint outlet and pay by cash or debit card. You can also purchase a First Time TV licence. Visit your nearest PayPoint outlet and tell the retailer you want to buy a TV licence for the first time. They will take your name and address details and issue you with a receipt. TV Licensing will send you a licence within five working days.

 

How do I buy or load money onto a prepaid debit card?

To load money, take your card to a PayPoint outlet with your cash payment. The retailer will load the value onto the card for you. Keep your PayPoint receipt as proof of payment. Some PayPoint outlets also sell prepaid debit cards – look out for posters or stickers advertising this service in selected stores.

 

How do I get a new electricity key / powercard / Quantum card?

Please contact your electricity supplier for advice. The telephone number you need will be on your bill or on your electricity meter.

 

How do I get a PayPoint card?

There is no such thing as a PayPoint card. Cards used to make payments, such as your council tax or rent, are issued by the bill or service provider (eg, your local council). Please contact them and tell them that you want to make payments at PayPoint.

 

How do I know if I can pay my council tax and/or rent at PayPoint?

It will say so on the back of your council tax bill or rent agreement. Alternatively, check here for a list of local authorities and housing associations whose payments can be made at PayPoint.

 

How do I pay my council tax and/or rent at PayPoint?

Take the payment card or bar-coded bill issued by your local authority or the housing association and the cash payment to your nearest PayPoint outlet. Hand the card or bill to the retailer and tell him / her how much you want to pay. Hand your cash to the retailer who will process your payment on the PayPoint terminal. Please keep your PayPoint receipt as proof of payment.

 

I don’t have a council / housing association payment card. How do I pay my council tax / rent?

Some local authorities don’t need a payment card and you can take the printed bill with a barcode into PayPoint outlets. Check on the back of the bill for details. Hand the bill to the retailer and tell him/her how much you want to pay. Hand your cash and bill to the retailer who will scan the barcode and process your payment on the PayPoint terminal. Please keep your PayPoint receipt as proof of payment.

 

Can I make other payments to my local council at PayPoint?

That depends on the local authority. Check with your local authority if you can make other payments at PayPoint.

 

How do I buy a bus ticket?

First of all, check with the bus company that you can buy tickets in your area at PayPoint and whther you need to get the bus company's smartcard in advance of your first journey. If you don’t need a smartcard in advance, go to any PayPoint outlet and tell the retailer what period ticket you want (usually 7, 14 or 28 days). The retailer will tell you how much it costs, take your payment and hand you your paper ticket, which you need to keep safe to use on all the journeys. Some tickets come in a sealed plastic envelope for added security. To find out which bus companies' tickets you can buy at PayPoint click here.

 

How do I send money abroad?

Go to our Store Locator and use your postcode to find a PayPoint outlet near you with the Western Union Money Transfer service. Go to the PayPoint outlet, which will also have a Western Union logo outside or in the window, and tell the retailer how much you want to send and to what country. The retailer will ask some questions about the recipient to enter into the terminal. Then hand your cash to the retailer, who will process your payment on the PayPoint terminal. Please keep your PayPoint receipt as proof of payment.

 

How can I send a parcel at PayPoint / use Collect+?

Go to the Collect+ website and follow the instructions. It will also help you find your nearest Collect+ outlet and the nearest to the person you’re sending the parcel to. If you are returning goods bought online or via mail order, you simply fix the return label that came with the goods to the parcel and take it to any Collect+ outlet in the PayPoint network.

 

Can I just take my parcel into a Collect+ outlet and pay there to send it?

No. You need to pay on the Collect+ website. That will enable you to download a barcoded label, which is needed to send the parcel and to track its progress until it’s collected at the other end by the person you’re sending it to.

 

Who do I contact if I have a question about my bill or service?

Please contact your bill or service provider if you have any questions about your bill or your service. 

 

Why do I need to keep my receipt?

Like any purchase, it’s your proof of purchase. If something goes wrong (eg, a gas purchase doesn’t register on your prepayment meter), it tells you, us and the service supplier that you’ve paid, where and when you paid and how much.

 

I have lost my PayPoint receipt. Can you find my payment?

We may be able to help, but you need to provide us with some information. Please send an email to enquiries@paypoint.co.uk with all the following details:

  • when the payment was made
  • the amount paid
  • the name and address of the PayPoint outlet where you made the payment
  • what payment you were making

 

I want to make a complaint.

PayPoint takes all complaints seriously. If you want to complain about our service, you can email us at enquiries@paypoint.co.uk, call our contact centre on 08457 600 633 or write to us at the following address:

PayPoint Customer Services
1 The Boulevard
Shire Park
Welwyn Garden City
Herts
AL7 1EL

 

What do I do if I have questions about the Simple Payment service?

Please contact the Simple Payment Customer Helpline on 0845 600 0046 (textphone 0800 032 5864) which is open Monday to Saturday 8.00am to 8.00pm.

 

How do I find a shop that offers the Simple Payment Service?

You will find the Simple Payment Locator at http://www.paypoint.co.uk/simplepayment/.