Payment Exception Service

The Payment Exception Service is a way for people who don’t have a bank account to collect benefit or pension payments. They’re only available in very limited circumstances.

Payment Exception has replaced Simple Payment. Contact the office that pays your benefit if you used Simple Payment and haven’t received a letter about moving to the new service.

How to get your money

You may be sent a payment card. You can use this to collect your payment from any PayPoint outlet that offers the Payment Exception Service.

If you don’t have a card you’ll be sent either:

  • a voucher by email
  • a text message with a unique reference number

To collect a payment, show your card, voucher or text message at the PayPoint outlet. You can find PayPoint outlets in your local newsagents, convenience store or supermarket.

Find a Payment Exception Service point near you.

You must claim your payment within 30 days of it being sent to you.

How much money you can collect

There’s a limit of £100 for each payment collection you make. You may have to make more than one collection at a time to get the full amount you’re owed.

Proving your identity

You’ll need to show one original document as proof of your identity - copies won’t be accepted.

For example you could use a:

  • valid UK photo or paper driving licence
  • current passport
  • current gas, electricity, water or landline phone bill (less than 3 months old)
  • council tax bill
  • tenancy agreement

Getting someone else to collect your money

If you want someone else to collect your money and the same person always collects payments for you, contact the office that pays your benefit or pension to arrange this. They’ll be given a payment card or voucher. To collect your money they’ll need to show:

  • the payment card or voucher
  • their own proof of identity

If different people collect payments for you, you’ll have to give them your payment card or voucher. They’ll also have to show your proof of identity as well as their own.

If you lose your payment card or it’s damaged

Contact the office that pays your benefit or pension. Your card will be blocked and you’ll be sent a new one.

You’ll also be sent a voucher by email or text message to make sure you don’t miss out on any payments.

In an emergency, you may be able to get a reference number by telephone to get immediate access to your payment. Contact the office that pays your benefit or pension to find out more.

If you need help

If you need help using the service or want to make a complaint, contact the office that pays your benefit or pension.