Update 7 February 2024

Prepaid Financial Services (PFS) are still working to fix the problem that occurred on 5 February. Balance issues should resolve in the next few days. If your balance is less than £50 and you attempted, but failed, to use your card on 5 February, please try again. The Home Office has added some funds to cards that were affected, to reduce the immediate risk.


We are aware that our clients were experiencing problems with accessing asylum support payments on Monday 5 February. We understand that the issue has now been resolved and people should be able to use their cards again. 

The payment provider, Prepaid Financial Services (PFS), informed us that there was a significant outage affecting ATM (cash machines) and spend activities. 

Unfortunately, our helpline can’t assist with this issue.