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Help with a bill payment that’s not showing on my account

Made a payment you can’t see on your account?

If you think a payment you’ve made for your services isn’t showing and you don’t know how long it takes to reach your account, check out our help article.

If your payment is still missing from your account after the usual period of time, we’ll need a bit more information from you to get things sorted. The usual time for a payment to be processed will depend on the payment method you’re using. Further details can be found here.

We’ll always try to do everything we can to stop a payment going missing.

If you do need to get in touch, you can contact us here.

To help us search for your payment, you’ll need to give us certain information – depending on the way you’ve paid. This can be sent as a PDF or JPEG. Our customer service team members will provide you with the email address you need.

As well as info like account number, name, address, date and payment amount, here’s what else you’ll need to hand.

By bank transfer

A copy of the bank statement showing this transaction and the Virgin Media bank account number and sort code you paid into.

NOTE: If the payment wasn’t made to a Virgin Media bank account, we won’t be able to find it and you’ll need to chat to your bank.


A copy of the Paypoint receipt you were given from the outlet.

NOTE: This isn’t the cashier receipt


The first 6 and last 4 digits of the card, the authorisation code (the 6 character code you’ll get when you make a card payment via My Virgin Media), and the relevant bank statement.


The cheque number, the date it was cashed and your Virgin Media account number. Plus, if you have it to hand, the sort code and bank account number which you paid the cheque into and your bank statement.

Direct Debit

The core reference number, Service User number (SUN) which can be obtained from your bank, along with your bank statement.


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