Support

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

Follow our guide to getting started to create an account.

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

Or chat with us on our cross-government Slack channel: https://ukgovernmentdigital.slack.com/messages/govuk-pay

Out of hours support

We offer 24 hour online support for critical incidents affecting live production services. We have different response times depending on whether the problem you want to report is an emergency.

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

We’ll reply within 30 minutes and give you hourly updates until the problem’s fixed.

We’ll reply by the next working day for any other problems.