Help Centre

How do I make changes to my plan or payment?

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Once you have set up an arrangement you can log in to your account with your email address rather than your reference.

You can do this via the β€˜Log in’ link in the top right corner of this page (next to the 'Resolve debt' button).

If you are on mobile, click the icon below and then select 'Log in' from the drop down menu.

Mobile hamburger icon

When you enter your email you will be sent a code which you can use to access your details.

πŸ’³ Updating your payment method

You can update your payment method at any time by logging in to your account in the way explained above.

A missed payment may cause your arrangement to fail, so make sure to update your method well before your payment is due.

⚠️ If you decide to update to a direct debit, it is important to be aware that it can sometimes take up to 7 days for a new direct debit to process. This means that the money may not leave your account until a week after your chosen date.

πŸ“† Updating your payment amount or date

Unfortunately, it is not yet possible to update these details through your account.

Our team will be more than happy to make these changes for you. The easiest way to update your payment is to send us a message by either emailing support@ophelos.com, or by using livechat on our website.

Please provide your account reference, name, and the details you would like to change. E.g. your new payment amount or date.

⚠️ Please be aware that in some cases you may be required to complete or provide a budget assessment in order to change your payment amount. This is to make sure that the amount you would like to pay is both manageable and sustainable for you. We will never put pressure on you to pay more than you can afford, and will be more than happy to assist you in setting up a payment amount that you feel totally comfortable with.

🎒 If you are making changes to your plan because your circumstances have changed…

Please let us know if this is causing you to struggle financially. There are ways we can support you to make things easier.

As well as changing your payment amount, our team may be able to offer you additional help or point you in the direction of relevant resources and services.

You can find lots of information in our help centre, or if you need to chat don’t hesitate to send us a message on livechat, email support@ophelos.com, or call us on 020 3318 2823. Our agents are available to talk Monday to Friday, 9am to 5pm (excluding bank holidays).

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