Direct payments: Epayment account

Technical issue affecting pre-paid cards

We are aware of a technical issue affecting pre-paid cards used by people who receive direct payments. Due to the issue, card-holders may not be able to use their cards. The problem is affecting direct payment card-holders all around the country. The issue began on Monday 14th July and may have affected payments since then.

The pre-paid card provider has assured us that resolving the issue is a top priority and they are working urgently to restore normal service. We have put contingency plans in place for anyone who needs urgent access to funds or are unable to make essential payments. Please see the contact details below if you need support.

If you need urgent access or support, you can call us on 01635 503050 and ask to speak to someone in the direct payment team, or email directpayments@westberks.gov.uk.

For any urgent issues or emergencies out of hours, you can find the Emergency Duty Team details on our contact page here.

This information is about using an Epayment account to manage your direct payments.

You can find out more about direct payments here.

An Epayment account is an online bank account with a card that you can use to receive your direct payments. The company we use for the Epayment account is Prepaid Financial Services.

You can use the card just like any other bank debit card. From your Epayment account or card, you can pay by:

bank transfer
direct debit
online payments
telephone payment

There are no fees to use the Epayment account or card.

The council will pay your personal budget into this account each month. You can also make payments into the account. You can use the money in the account to pay for your care and support. If you try to spend more money than is available in the account, the transaction will be declined.

Setting up your online account

After you have signed your Direct Payment Agreement, we will set up your Epayment account.

We will send you details about how to sign in to your online account. You can then register or login to your online account here.

Verifying online purchases

When you make a purchase online using your Epayment account or card, Prepaid Financial Services will need to verify your identity. They will send a one-time password (OTP) to your phone. You will then need to enter the one-time password on the webpage to confirm that you are making the payment.

Using your card

When you first get your Epayment card, you need to:

sign the back of the card
activate it
phone the number on the letter you received with your card to get your PIN

You will not be able to change your PIN number. If you forget your PIN number, you can phone the Prepaid Financial Services customer services team on 020 3633 4515.

If you have lost your card, or you think your account has been compromised, contact Prepaid Financial Services on 020 3633 4515 immediately.

If you get a replacement card, you will be given a new PIN.

If your Epayment card is due to expire, you will be sent a new card. When the new card arrives, you will need to activate it.