A payment I made isn't showing on the balance

What's happening

You made a payment, but it is not reflected in the balance you have been shown. Payments can take time to appear, be applied to a different reference, or occasionally be missed. The way to resolve it is to provide proof of the payment so it can be traced and credited.

This is general information, not legal advice. If you are unsure, the free services below can help.

What to do

Tell us, in writing, the date, amount and method of the payment, and provide proof such as a receipt or bank record. Ask us to trace it and correct the balance. Quote the reference you paid against, as a payment applied to the wrong reference is a common and fixable cause.

Step by step

1. Find your proof of payment — a receipt, bank statement entry, or transfer confirmation.
2. Note the date, amount, method, and the reference you paid against.
3. Write to us explaining the payment is not showing on the balance.
4. Provide the proof and ask for the payment to be traced.
5. Ask for the balance to be corrected once the payment is found.
6. Keep a dated copy and follow up in writing if needed.

What evidence helps

A bank statement line or transfer receipt showing the date, amount and reference is usually enough to trace a payment. If you paid by card or in person, the receipt or transaction reference helps. Our Help Centre has more on payment records and breakdowns.

Who to contact

Raise it with us through the contact page. For free help, the National Debt Helpline on 1800 007 007 can talk it through. If the balance is not corrected after the payment is shown, an external scheme such as AFCA may be able to consider it.