Change your payment method

You can add or remove a card or Direct Debit at any time from your customer portal. An agreement that's already set up on a card or Direct Debit stays on it until your operator switches it, so to move one, ask your operator.

Where to change it

Sign in to your customer portal and open Payment methods. From there you can:

• Add a payment method — a new card (Save card) or a Bacs Direct Debit (Set up Direct Debit).
• Make default — mark which of your saved cards is used first when you book online. It doesn't change what an existing agreement pays by.
• Automatic payments — for each agreement, switch automatic collection on or off. If that agreement has no method on file yet, you choose the card or Direct Debit under Pay with.
• Remove a card you no longer use, or Cancel Direct Debit to stop a Direct Debit.

What happens when you switch

Adding or removing a payment method doesn't affect your current agreement, unit, or licence fee. How an agreement is collected changes only when you choose a method for one that has none yet (under Automatic payments), or when your operator switches it.

• Adding a Direct Debit starts a new mandate. Because Bacs requires advance notice, your first collection under the new mandate is scheduled a few working days out, not immediately — see Understanding your first Direct Debit collection.
• Choosing a card for an agreement that has none yet means anything already due is charged to it within the hour. Your card is authenticated once (you may be asked to confirm with your bank), then future collections happen automatically.
• If a payment is already in progress when you add or choose a method, it completes on the method it was started with.

Card details and security

We never see or store your full card number — card payments are handled directly by our payment provider, and we only keep a reference to the saved card, not the card itself. The same applies to your bank details for Direct Debit: they're held by our Direct Debit provider, not by us.

Who to contact

If a card update fails repeatedly or a Direct Debit mandate won't set up, contact your operator and include the error message you saw. Their phone number and email address are on Help & contact in your portal, where they've added them.