Paying on time keeps your service running without interruption. This guide covers the methods available and, just as importantly, how to make sure your payment is matched to your account quickly.
How you can pay
- Electronic funds transfer (EFT). The most common method. Our banking details appear on every invoice.
- Direct deposit. Pay in at the bank using the same details.
- Electronic payment options in the client portal, where enabled on your account.
- Debit order. Available on request — contact our accounts team to arrange it. Removes the risk of forgetting entirely.
The methods available to your specific account are listed on your invoice and in the client portal. If you’d like to use a method not currently set up, contact us and we’ll arrange it.
Use your customer number or invoice number as the payment reference — nothing else. Payments made with a name, a nickname or no reference at all sit unallocated and can lead to a suspension notice even though the money has been received.
Making sure your payment is matched
- Use your customer number as the reference. It appears at the top of every invoice.
- Pay the exact amount shown. Part payments and rounded amounts are harder to match.
- Keep the proof of payment. Your bank confirmation or deposit slip.
- Send us the proof if payment is urgent — particularly if your account is close to suspension. Email it to our accounts team and we can release the account before the payment clears.
- Allow for clearing time. Transfers between different banks can take one to three working days.
When to pay
- Payment is due by the date shown on your invoice.
- Allow time for clearing — paying on the due date itself may mean the funds arrive late.
- If you pay by debit order, make sure funds are available on the collection date to avoid a reversal charge.
- Set a monthly reminder if you pay manually — the most common cause of suspension is simply forgetting.
If you’re struggling to pay
Talk to us early. If money is tight this month, contact our accounts team before the due date. We would much rather agree a short arrangement than restrict a customer’s service.
There may also be a more suitable package for your circumstances. Moving to a smaller package is far better than losing the connection entirely, and we’re happy to discuss it without any pressure.
Receipts and statements
- Payment history is available at any time in the client portal.
- Receipts are issued when payment is allocated to your account.
- For a full statement covering a specific period, contact our accounts team.
- Businesses needing invoices addressed to a specific entity or including a purchase order number should tell us — we can configure that on the account.