FAQs

PayPoint provides services to our clients to enable them to make cash payments and energy credits to you via the PayPoint agent network.
If you receive a voucher, you may find the following information helpful.
If your query is not answered below, please contact the organisation that issued your voucher to you so they can help with your request. We cannot discuss individual payments with you.

Cash Out and Energy Credit Vouchers

1. I don’t have a voucher.
Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

2. I have been promised a voucher but my e-mail address/mobile phone number has changed and needs updating.
Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

3. I have been sent a voucher by SMS (text message) but I need it to be sent by e-mail.
Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

4. I have been sent a voucher by e-mail but I need it to be sent by SMS (text message).
Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

5. I have received a voucher but I don’t know what to do with it.
Take your cash out or energy credit voucher (or mobile phone/smart device) to a PayPoint store.

a. If it is an Energy Credit Voucher please make sure you have your gas card, electricity key or Smart Meter card with you.
b. If your voucher states that you need to provide identification, please take it with you. Acceptable identification would include a driving licence, bank statement, council tax bill, or any utility bill.

Hand the voucher to the store assistant who will scan the barcode (or key in the voucher number) and give you cash or top up your energy device to the value of the voucher, in line with the instructions printed on the receipt.
Please note: This voucher will expire on the date shown and can only be used once.

6. My voucher has expired. What can I do?
All vouchers have the expiry date displayed. If not stated and unless you have been informed otherwise, vouchers expire 30 calendar days after the date of issue.
PayPoint is unable to extend a voucher validity period, or re-enable them once expired. Please speak to the person or organisation who issued you the voucher for support.
Please click here to see a list of contact numbers.

7. I need a new or replacement voucher. What can I do?
Please contact the person or organisation who promised you the voucher. Please click here to see a list of contact numbers.

8. How can I find a PayPoint Store where I can use my voucher?
To find your nearest PayPoint store please visit
https://consumer.paypoint.com/cashout

9. I am in a PayPoint Store but the assistant will not process my voucher.
Explain to the assistant that this is a standard PayPoint service that works on the PayPoint terminal and they should be able to process the voucher following the instructions on the terminal screen.
If they still won’t help please step aside from the counter and call PayPoint 0330 400 0002 and we will try to help.

10. Is the PayPoint retailer required to accept my voucher?
If your retailer appears on the voucher store locator, then they are required under their contract with PayPoint to process your voucher providing they have the cash available to do so.
All PayPoint retailers are required to process energy vouchers at all times they are open and the PayPoint service is functioning.

11. I am in a PayPoint Store and the assistant does not know how to process my voucher.
Show these instructions to the store assistant:

1. Check that you have enough CASH to pay out (if it’s an Energy Credit Voucher, you won’t need any cash)
2. Scan the barcode using the PayPoint scanner
3. When the screen displays CONFIRM TRANSACTION check the amount on the screen matches the amount printed, then select CONFIRM
4. Put the receipt that your PayPoint terminal prints into your till

o For a Cash voucher, hand the customer the cash from your till
o For an Energy Credit voucher, insert the customer's electricity key or gas card into the terminal or swipe their smart meter card and complete a normal top-up for the value of this voucher
o Give the energy transaction receipt to the customer (The voucher amount will be credited to your bank account within three working days)

5. If the customer has a text message without a barcode, or the barcode will not scan:
From your till screen select the P button

o Select the EMONEY& DIGITAL CASHOUT button on the PayPoint terminal followed by
o CASHOUT and then
o I-MOVO PAYOUT on the touch screen and enter the barcode number.

6. Continue the transaction instructions from point No.3 above
If the store assistant has any questions, they should call the PayPoint Contact Centre on 0330 400 0000*

12. The store assistant says my voucher is invalid.
Please check that your voucher has not already been used by another person from your household.
If you are certain the voucher has not already been used, please contact the person or organisation who issued the voucher.
Please click here to see a list of contact numbers.

13. The store assistant says there is no barcode so they cannot process my voucher.
Valid vouchers can be manually entered at the PayPoint terminal. Show the following instructions to the store assistant.
1. If the customer has a text message without a barcode, or the barcode will not scan:
2. From your till screen select the P button

o Select the EMONEY& DIGITAL CASHOUT button on the PayPoint terminal followed by
o CASHOUT and then
o I-MOVO PAYOUT on the touch screen and enter the barcode number. (On barcoded vouchers the voucher number appears below the barcode)

3. When the screen displays CONFIRM TRANSACTION check the amount on the screen matches the amount printed, then select CONFIRM
4. Put receipt that your PayPoint terminal prints into your till

o For a Cash voucher, hand the customer the cash from your till
o For an Energy Credit voucher, insert the customer's electricity key or gas card into the terminal or swipe their smart meter card and complete a normal top-up for the value of this voucher (The voucher amount will be credited to your bank account within three working days).

If the store assistant has any questions, they should call the PayPoint Contact Centre on 0330 400 0000*

14. The retailer has refused to process some or all of my vouchers because they have no cash. Can they do this?
Our retailers should always do their best to ensure you are able to process your voucher. From time to time, retailers may be unable to fulfil this request if there is a lack of cash available.
They may be able to advise you of a better time to come back (e.g. later in the day when they have more cash.)
Alternatively, you may need to visit another store to process your voucher.
To find an alternative PayPoint store please visit https://consumer.paypoint.com/cashout.

15. The retailer is only able to process one of my cash out vouchers. Can they do this?
Our retailers will always do our best to ensure you are able to process your vouchers. From time to time, retailers may be unable to fulfil this request if there is a lack of cash available at the time.
To find an alternative PayPoint store please visit https://consumer.paypoint.com/cashout.

16. I am a customer and I want to complain about a retailer/the service. What should I do?
PayPoint is committed to providing products and services of the highest standard.
If for any reason you are not entirely satisfied with any aspect of our service, please visit our Customer Service page here.

17. I am a retailer and I want to make a complaint. What should I do?
PayPoint is committed to providing products and services of the highest standard.
If for any reason you are not entirely satisfied with any aspect of our service, please visit our Customer Service page here.

18. The retailer wants to charge me for the Service.
Explain to the assistant that this is a standard PayPoint service there should be no charge. If they still won’t help please step aside from the counter and call PayPoint 0330 400 0002 and we will try to help.

19. The retailer has asked for ID can they do that?
The voucher you receive should indicate if you are required to bring ID with you and what you should bring. If you cannot provide the ID requested please contact the organisation that issued you with the voucher.
Please click here to see a list of contact numbers.

20. My voucher isn’t working?
The organisation issuing your voucher can suspend or cancel it any time up to when it is presented in a store.
You should not attempt to use the voucher after you have been told your voucher is cancelled or suspended.
If you need to know the reason for the cancellation or suspension and you have not been told, please contact the organisation issuing the voucher to you.
Please click here to see a list of contact numbers.

21. I have lost my voucher or I think my voucher has been stolen what should I do?
You should contact the organisation that issued to voucher to you immediately.
Please click here to see a list of contact numbers.

22. I have a voucher for an energy credit, can I ask for cash?
No, you must only use an energy credit voucher for an energy top up.

23. My voucher is for EBSS, is that a cash payment or an energy credit?
A voucher for EBSS is can be used for an energy credit, it cannot be used for a cash payment.

24. My voucher is for AFP (Alternative Fuel Payment), is that a cash payment or an energy credit?
An AFP voucher is for cash payment.

Payments into my bank account

25. The message I received said I can have the payment or pay into my bank account, what do I do?
You should use the link in the SMS (text message) or the e-mail to access the site and follow the onscreen procedures to select the bank account where you want your payment sent. It must be an account in your name.

26. How do I access the service so I can have a payment made to my bank account?
You need online access to your banking services via your mobile phone, tablet or computer to use the service. Access to your banking services can be via a website or your banking app.
If you must have online access to your banking services, to request a payment to your bank account. If you cannot access your banking service, you must select the Cash Voucher option instead.

27. Can I use any voucher to get a payment into my bank account?
No, only those vouchers that have the website included can use this option. The organisation issuing the voucher decides how it wants to be able to make the payment to you. If you have any questions you need to contact them.
Please click here to see a list of contact numbers.

28. I think I have asked for a payment to be sent to the wrong bank account, what should I do?
You should contact the organisation that issued you with the voucher immediately.
Please click here to see a list of contact numbers.