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FAQ

I only want some of my payment now, can I do this?

Yes. Your payment may be made up of more than one voucher. You can cash each voucher separately but it will be for the full voucher amount and must be within 90 days.

How do the vouchers work?

Take your voucher(s), voucher codes or card to your local Paypoint store or Post Office. They will scan or enter your details and let you know if they have cash available to give you. Once your voucher has been successfully processed, the retailer should count the cash in front of you and provide you with the money and a receipt. You will need to show the retailer proof of identity such as a valid UK driving licence, a passport, a current utilities bill (less than 3 months old), or a tenancy agreement.

My voucher barcode won’t scan or I don’t have a smartphone?

If your barcode won’t scan, or you cannot display the barcode on your phone, the retailer will be able to enter your voucher(s) details, and give you the cash.

Where can I use my voucher near me?

Can I be put through to the DWP/DfC NI/Soc.Security Scotland/Veterans UK to enquire about e.g. entitlement?

Click here for a list of contact numbers.

I’ve been sent a voucher and I don’t know why?

Please contact the government department that pays you.

Do I need to tell the Government Department who pays me when I change my name and/or address?

Yes please contact the government department that pays you. You also need to tell the Payment Exception Service helpline on 0800 015 2902.

How long do I have to cash the vouchers?

You have 90 days to cash your voucher(s). This is from the date your voucher(s) are issued.

My voucher has expired what do I do?

Please contact the government department that pays you.

I have a query about my payment/entitlement/benefit?

Please contact the government department that pays you.

I have lost my card – what do I need to do?

You will need to log in to your Payment Exception Service account and request a replacement card or you can call the Payment Exception Service helpline on 0800 015 2902 and ask for a replacement card.

I have lost my voucher(s) – what do I need to do?

You will need to log in to your Payment Exception Service account and request your voucher(s) to be resent or you can call the Payment Exception Service helpline on 0800 015 2902 and ask for the voucher(s) to be resent.

It is hard to cash my voucher(s) at my local Paypoint store or Post Office.

If your local store does not have enough cash available to complete your cash out transaction at the time of visit, you could return at a time when they are likely to have more cash. Alternatively, you can find another store at www.paypoint.com/storelocator and www.postoffice.co.uk/branch-finder.

My vouchers are not the same amount as the payment I was expecting.

If you are expecting a different payment amount, the best way to get help is by contacting the government department responsible for paying you. The Payment Exception Service helpline will not be able to help.

Do I have to pay the retailer for cashing my voucher(s)?

No, this is a free service. If a retailer has asked you to pay a fee, please tell us by calling the Payment Exception Service helpline on 0800 015 2902.

How do I know this is real?

We will not ask you to reply or call us to receive your payment. The below must also apply:

  • Your voucher(s)/payment(s) should match the amount you have been told you will receive.
  • You will not be asked to provide personal information to receive your voucher code. You will need to show ID when cashing your voucher(s).
  • You will not be asked to pay for this service at any point.

Can a friend or relative cash voucher(s) on my behalf?

Yes. If you want a friend or relative to get your money for you, they will need:

  • Your payment card or voucher(s)
  • Your proof of identity
  • Their proof of identity

My voucher has been cashed and it wasn’t by me – what do I need to do?

Please call the Payment Exception Service helpline on 0800 015 2902 who will be able to help you.

I am getting too many vouchers to cash, what can I do?

Each voucher has a maximum value of £100. If you are finding it hard to cash your voucher(s), please contact the government department which pays you to discuss other payment options.