Support

GOV.UK Pay is built and supported 24/7 by a full-time team at the Government Digital Service.

Follow our guide to getting started to create an account.

GOV.UK Pay’s support is for government services, and does not provide support for individual members of the public paying for services. If you are a member of the public experiencing technical difficulties paying for a specific service, please contact that service’s support directly.

Support process

If you have a problem, first check for known issues on the GOV.UK Pay system status page. Subscribe to get alerts on the progress of any listed issue.

During office hours

Our office hours are 9.30am to 5.30pm, Monday to Friday. You can email us at govuk-pay-support@digital.cabinet-office.gov.uk. We’ll reply within 2 working days. The team are available out of hours in an emergency.

Out of hours support in an emergency

We offer 24 hour online support for critical incidents affecting live services. We’ll reply within 30 minutes and give you hourly updates until the problem’s fixed.

It’s only an emergency if:

  • no one in your team can log in
  • a significant number of users are not able to make a payment
  • you have reasons to believe sensitive data has been leaked

You can find the emergency contact details in your GOV.UK Pay contract or MoU and in the go live email we sent you.