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.


6 February

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.