This guide helps with
- Understand why a balance might look out of date
- Allow time for recent payments to show
- Refresh the portal to see the latest figure
- Check your payment records against the portal
- Know who to contact if the figure is genuinely wrong
4 min read
What's happening
If the balance shown doesn't match what you expect, try not to worry — it usually isn't a mistake. The most common reason is timing: a recent payment may still be clearing and won't show until it has fully processed. Card payments are quick, but bank transfers can take a little longer to appear.
Another simple cause is a page that loaded earlier and now shows an old figure.
Try this first
- Refresh the page so the portal pulls the latest figure.
- If you have just paid, allow time for the payment to clear before checking again.
- Sign out and back in to make sure you are seeing live information.
- Check whether any surcharges or adjustments explain the difference.
Step by step
- Sign in fresh and go to your account summary.
- Compare the balance with your own records — your latest receipt or bank statement.
- Allow for any recent payment that may not have cleared yet, especially a bank transfer made in the last day or two.
- Note down the figure shown and the date, in case you need to discuss it with us.
If that didn't work
If a payment you made some time ago still isn't reflected, it is possible it wasn't matched to your account — often because a reference number was missing or mistyped when paying. Our guides on making a payment correctly explain how references keep payments linked to the right account.
Who to contact
If you have allowed time for payments to clear and the balance still looks wrong, contact us through the Help Centre. Have your payment receipts ready so we can trace anything that hasn't been matched. We will check the figures and put right any genuine error.
Good to know
- A wrong-looking balance is usually a recent payment still clearing.
- Refresh or sign in again to see the live figure.
- Keep receipts so any unmatched payment can be traced.
- Contact the Help Centre if the balance is genuinely incorrect.
FAQ
I paid yesterday but the balance hasn't changed. Is that normal?
Yes, especially for a bank transfer, which can take a little time to clear and appear. Allow a day or two, then check again. Card payments usually update faster.
Could a missing reference number cause this?
Yes. If a payment was made without your reference number, it may not have matched to your account automatically. Keep your receipt and contact us so we can trace it.
What should I do if the figure is clearly wrong?
Contact the Help Centre with your receipts and the figure you see on screen. We will investigate and correct any genuine error promptly.
Still stuck? Our team is happy to help you sort it out.