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Missing payments

We want to make sure your transaction history is up to date with your latest payments. You'll be able to see most payments on your account within 24 hours depending on how you paid. Bank transfers, cash deposits, cheque payments and postal orders take a little longer, so please allow up to 7 working days for these. If a payment still isn't showing on your account, simply get in touch with a few details so we can find it for you.

Make sure you check any other accounts you may have with us (for example, a previous account) to see if the payment has been credited to another account. 

 

We'll need different information to find your payment depending on how you paid. So before you get in touch, please make sure you have the correct details to hand.

To help us find your payment we'll need the following information:

  • Payment amount
  • How you made the payment e.g. My Account
  • Date you made the payment and the date it cleared
  • Authorisation code
  • First 6 digits and last 4 digits of the card you made the payment with

 

Bank transfers and cash deposits can take up to 7 working days to show on your account. If your payment is still missing after this, here's what we'll need to help us find it:

  • Date you made the payment
  • Account number and sort code of the bank account you transferred the payment to
  • Reference number used

 

Cheque payments can take up to 5 working days to show on your account. If you can't see your cheque payment on your account, we'll need the following information:

  • Date you sent the cheque
  • First line of the address and postcode you sent the cheque to
  • Date the payment left your account

 

If your TalkTalk key fob payment isn't showing on your account, we'll need the following details:

  • Payment amount
  • Date you made the payment
  • Your 19 digit fob reference - TalkTalk fobs start with these digits: 9826 0056

 

It can take up to 5 working days for payments made by postal order to show on your account. If you still can't see your payment after this, please have the following details to hand so we can help you:

  • Date you sent the payment
  • First line of the address and postcode you sent the payment to
  • Unique reference number