Depending on whether this was an online or in-person transaction, please provide the following details:

Online transaction:

• Payment reference: the Payment Notification Letter, Pay@ reference number or Transaction ID number
• Card number: The card number used to make this payment (The number reflected on your physical card, not your bank statement)
• Date of transaction
• Transaction amount
• Name of Biller

Once our Support Team has all these details, we’ll find the transaction, send you a screenshot of the successful payment, and provide you with the Biller’s details so that you have all the info to resolve the payment allocation with the Biller. (Unfortunately, as we just provide the payment interface, this is as much as we can do.)

In-person transaction at a retailer:

A copy of the till slip reflecting the transaction information.

Our Support Team will then either use the Transaction ID or Pay@ reference number to search the back-end system, locate the transaction and provide you with a screenshot as evidence of a successful payment. You’ll also be informed as to how to contact the Biller to rectify the payment allocation.

Support will provide screenshots from the system to search transactions between the customer, Biller or Network. The Biller will need to allocate the payment to the customer's account. Pay@ does not do payment allocations.

Online payment:

You'll need to provide proof of payment directly to the Biller, and request a refund.

In-person payment at a retailer:

The retailer will need to submit a refund request, together with supporting documentation.

Online payment:

You’ll need to contact the Biller directly to arrange for payment to be allocated to the correct account, together with proof of payment.

In-person payment at a retailer:

Pay@ Support needs to send an email to the Biller to arrange for payment to be allocated to the correct account.