How to fix payment failures
If you've arrived here, you've probably had an email or a text message just to let you know a payment has failed.
Don't worry though! It happens to the best of us - cards expire, money doesn't move between banks on time... all sorts of things can lead to a payment failure.
In most cases, you can resolve this by logging into your account here and editing your card and direct debit details. You may need to tweak the information that is already there, or you might need to change the card or direct debit details attached to the account.
Common reasons for payment failure
Card payments can be prone to difficulties and direct debit payments can fail for a number of reasons, including:
The card is cancelled (for example, after the card has been stolen)*
Temporary referral from the bank for anti-fraud reasons
Insufficient funds available
The card expired/replaced
*If your card has been cancelled, you will need to contact your bank to request a new card so you can update your billing details.
However, if your card has been temporarily frozen, you will likely need to speak to your bank's anti-fraud team to have your card 'unfrozen'. If you're using a digital bank, check that you haven't accidentally put a temporary freeze on your own card - if you have, you may be able to unfreeze it yourself.
Experiencing problems, faults, or errors when updating your details
If you’re having trouble updating your details, it's possible that you may be having issues with your broadband services, it may be worth trying to alter your details using your phone over a data connection.
If your broadband is working fine and you’re still experiencing issues, please reach out to us by calling 02039 255 299 or emailing us at support@brsk.co.uk. Call costs may vary.
Organisations that offer financial advice
If circumstances are tough and you're looking for more support and advice, there are some wonderful people and places you can go to. This list isn't exhaustive, but these organisations should be able to guide you.
Money Advice Service
For free, unbiased, and easy-to-access money tools, information, and advice visit https://www.moneyadviceservice.org.uk/
Citizens Advice
For advice and information on debt and other topics, visit your local Citizens Advice (address in the phone book) or go to citizensadvice.org.uk.
AdviceUK
Member centres offer debt advice including specialist advice for minority communities and people with disabilities – just visit adviceuk.org.uk.
National Debtline
If you live in England, Wales or Scotland visit nationaldebtline.org for debt advice and information.
StepChange Debt Charity
For debt advice throughout the UK visit stepchange.org.