How do I add a Credit or Debit card?
How do I set a default card?
I have saved a card, how do I now make a payment?
How do I enable automatic billing?
I have enabled automatic billing but my invoices have not been charged?
How do I change a registered card address?
Are my card details secure?
Can I use a different payment method such as PayPal when automatic billing is enabled?
I have enabled automatic card billing and now want to pay by PayPal instead?
I have tried to add a card but I am getting an error
My payment was declined, why have the funds left my account?
If the bank has approved the payment, why have you not collected the funds?
My card has been declined, however my bank says my postcode is correct?

How do I add a Credit or Debit card?

Adding a credit or debit card is easy:

  1. Click Billing > Manage payment methods
  2. Click Add Card
  3. Enter your card number, expiry date, CVV number and registered card address.
    Note: It is important to ensure the address and postcode/zip given is the same address your card is registered to, if the address does not match the card then payment will fail.
  4. If you have more than one card you can click set as default, your default card will be the default card selected for any payment including automatic billing.
  5. Your card will now have been successfully added and saved
Received an error adding your card? Click here for common issues

How do I set a default card?

When paying an invoice your default card will automatically be selected, if you have automatic billing enabled any new invoices will automatically be billed to this card.

  1. Click Billing > Manage payment methods
  2. Locate the card from saved cards and click set as default

I have saved a card, how do I now make a payment?

  1. Click Billing > Manage Invoices
  2. Locate the invoice and click Pay Now
  3. Your default card will be selected, Click Pay £x.xx to make your payment.
    1. If you wish to use an alternative card click Change payment method
    2. You can now either select an alternative saved card or enter a new card

How do I enable automatic billing?

When automatic billing is enabled any invoices will automatically be billed to the default card on file, we strongly recommend you enable this feature to avoid disruption to your service due to unpaid invoices.

  1. Click Billing > Manage payment methods
  2. Tick enable automatic billing and click Save
    1. If you are paying for your service by another method such as PayPal or GoCardless these will be automatically be cancelled and any future invoices will be charged to your default card.
  3. If you don’t already have a card on file you will you will be prompted to add a new card
    1. Enter your card number, expiry date, CVV number and registered card address.
  4. Click Save

I have enabled automatic billing but my invoices have not been charged?

Automatic card billing only applies to invoices raised after automatic billing has been enabled, any existing invoices you must be payed manually, to do this:

  1. Click Billing > Manage invoices
  2. Locate your unpaid invoice and click Pay Now
  3. Your default card will be selected, Click Pay £x.xx to make your payment.

How do I change a registered card address?

It is important to keep your card address up to date should it change, otherwise your payments may fail, this is done by deleting the existing card and re-adding it.

  1. Click Billing > Manage payment methods
  2. Locate the card and click Delete
  3. Confirm deletion
  4. Click Add card
  5. Enter your card number, expiry date, CVV number and new registered card address.
    1. If the card you are updating was your default card tick set as default
  6. Click Save Card

Are my card details secure?

Yes, we don’t store any card details on our servers, instead we use Stripe.com, one of the most highly regarded payment processors in the world.

Stripe are certified to PCI Service Provider Level 1 status. This is the most stringent level of certification available in the payments industry today.

All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist.

Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.).

When you enter a new card, those detail are transmitted over an encrypted connection ensuring your card details are never exposed.

If you ever have any concerns regarding payment security please contact us at [email protected]

Can I use a different payment method such as PayPal when automatic billing is enabled?

At this time it is not possible, if you choose to enable automatic card billing then any other payment method such as PayPal, GoCardless or WorldPay/FuturePay will be disabled and any future payments will be billed to your default card on file.

I have enabled automatic card billing and now want to pay by PayPal instead?

To do this you need to disable automatic card billing, once done when paying an invoice you will be given the option to make a one off payment via PayPal or setup a PayPal subscription (Note: The subscribe using PayPal option will only appears for invoices that are recurring).

  1. Click Billing > Manage payment methods
  2. Untick enable automatic billing and click Save
  3. Click Billing > Manage Invoices
  4. Locate your invoice and click Pay now
    1. If the invoice is recurring you will have the option to make a one off payment by clicking Pay by PayPal or to create a recurring subscription by clicking Subscribe using PayPal.
      Note: If the invoice is not recurring you will only be given the option to make a one off payment by clicking Pay by Paypal

I have tried to add a card but I am getting an error

When you add a card, Stripe will attempt to verify your card details to ensure they are valid, if this verification fails you will receive an error, some of the more common errors are detailed below:

The zip code you supplied failed validation.
The Postcode/Zipcode you have provided for your card address does not match the address the card is registered to, the address entered must be the same the card is registered to.

Your card’s security code is incorrect
The three digit security code (CVV) on the back of your card is incorrect, please check you have entered this correctly.

Your card has expired
The expiry date on your card is in the past, please check you have entered the date correctly.

An error occurred while processing your card. Try again in a little bit
This generally means the payment gateway is temporarily down for maintenance, please try again shortly. If the problem persists please contact our billing team.

My payment was declined, why have the funds left my account?

When you make a payment your bank first approves the payment and places the funds on hold ready for collection, the bank then returns a signal back confirming the CVV and Postcode/zip verification status.

If the CVV and Postcode/Zip status returns as matching then will we proceed with collecting the funds, if however, your bank returns a CVV or postcode/zip validation failure then collection will not be made.

What you will be seeing on your statement is the approval, not the payment, your bank should be able to confirm this. The approval will fall off your card statement in a few hours to a few days. The time this takes however does vary from bank to bank.

If the bank has approved the payment, why have you not collected the funds?

If the CVV or postcode/zip checks fail, then this is a strong indicator of potential fraud which is why we do not proceed with collecting payment. We would advise you check you have not mistyped the registered address or CVV as this is the most common cause of this issues.

My card has been declined, however my bank says my postcode is correct?

If postcode validation has failed, then it is your bank telling us that the information provided does not match what they have on file. If you have recently moved address then it may take your bank a while to propagate any address changes through the systems. If payment continues to fail, please contact your bank again as they will need to investigate the issue.

If you need to make payment urgently due to this, please contact our customer services team.


If you have checked your card details and are still having problems please contact our support team.