If you receive messages that your account details are invalid or suspended, please consider the following points:
- Recent failed payment: Did you recently have a failed transaction? This can happen if the credit card on your account has expired, the card is flagged as lost/stolen or insufficient funds were available. It is possible that the failed payment has put the account in suspended status. In these click here to raise a support ticket and a customer support representative will be happy to help you.
- Entering incorrect PIN: If you reset your PIN after three incorrect attempts, you must wait 15 minutes from the last unsuccessful login attempt before trying again.
- Entering incorrect account number: Your ten-digit account (your mobile phone number) should not contain spaces or hyphens. You may also want to try adding +44 before your number as some users sign up with an 11 digit number instead of 10.
- Using outdated Android or iOS app: Check you are using the latest version of the PayByPhone app. You can update to the most recent version of the PayByPhone app for iOS here or Android here.