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Payment Exception Service

The Payment Exception service is a payment card for people claiming benefits who are unable to use a bank account or a Post Office card account. It is not for people who already have an account or would be able to open one. This service replaces the Simple Payment Service.

Benefits are no longer paid by cheque.

How do I receive the Payment Exception Service?

If you are unable to use a bank account and would like to receive the payment exception service you should contact the office that pays your benefit.

If the DWP agree to you using this service they will then send you a Payment Exception card and a welcome pack, which will explain how the service works and provide contact details should you need additional support.

When do I receive my money using the Payment Exception Service?

You will still get your benefit, pension or child maintenance on your normal pay day, but now without waiting for the payment to arrive by post.

Urgent and one-off payments will also be available through the Simple Payment Service. You will be allocated a Simple e-Payment 10-digit number which allows you to access your payment at a PayPoint outlet.

You can receive your Simple e-Payment number by phone, SMS, email or print-outs if you visit the benefits office.

How do I use the Payment Exception Card?

The Simple Payment Card is reusable and allows you to collect your payments in cash at any PayPoint outlet that displays the Simple Payment sign, such as local newsagents, convenience stores or supermarkets.

The card does not have any financial value itself and does not hold any personal details about you.

How do I collect my money?

When you visit a PayPoint outlet that displays the Simple Payment sign, you will need to bring along three things:

  • your Simple Payment card
  • your memorable date (this will be your date of birth to begin with, but you can change this to another memorable date)
  • proof of identification (such as your passport or a utility bill that is less than three months old).

If you do not have one of the forms of identification that are listed in the Simple Payments Welcome Pack you receive, you can contact the office that pays your benefit or pension and they will give you a letter which you can use instead.

What if I don’t want to use the Payment Exception Service?

People who want to continue using the Post Office to collect their money will still be able to do so by opening one of the bank accounts that are available from Post Office branches, or by using the Post Office card account.

What if someone else collects my money on my behalf?

If someone else, such as a carer or a family member, collects your money for you they can continue to do so.

  • Regular Carers: If a regular carer or family member collects your payments for you, you will be given an additional card. The carer can then collect the payment by presenting their own card, proof of ID and memorable date.
  • Multiple Carers: If you have more than one carer who collects your money for you then no additional card is needed. You will give your card, proof of ID and your memorable date to the person who is collecting your payment that day. Your carer will then present your card (and memorable date and appropriate ID) at the PayPoint outlet, along with their own ID, to collect your payment for you.

Help I’ve lost my Payment Card

Contact the office that pays your benefit as soon as possible to report your lost or stolen card.  Your card will be blocked and you’ll be sent a new one. You won’t miss out on any of your payments. Depending on your circumstances, you might also be able to get immediate access to your payment if you need to.

The Benefits of using the Payment Exception Service

  • It offers the same flexibility and level of service for you and carers as the cheque system previously did
  • PayPoint Outlets have longer opening hours and so there is more flexibility about when you can collect your money
  • There are options available if you would prefer to use the Post Office
  • Your money can be collected from any PayPoint outlets displaying the Simple Payment sign

Where can I get benefits advice?

It can be useful to speak with someone about the benefits you may be entitled to and how they may impact upon your other benefits. A local independent advice service can help guide you through the process such as;

Visit for more benefit advice services available across Newcastle.

Other Useful Information

  • Money Advice Service provides online information on the full range of benefits that you may be entitled to.  This also includes where to find more help and advice.

Last updated: May 8, 2019

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