I accidentally made a duplicate top-up/gift on my account - what do I do?

When giving online, we know that things don’t always go to plan. If you've accidentally made a duplicate payment, our Customer Service team is available on 020 8502 5600 to support you with this issue. Please contact us, Monday-Friday, 9-5pm (except 9-10am on Wednesdays).

When you speak to the team, we’ll ask you for information on things like the device you used, internet browser (if applicable) or App version, and if anything unusual happened at the time of giving - so please be prepared to give as much information as possible. This will help us to determine if there are any bugs or issues that need resolving.  

If you used your card or Pay by Bank to top-up your account, or used your card to give to a partner:  

Please contact the team as soon as possible using the details linked below, as we may be able to refund the duplicate payment. We’ll discuss this with you, while looking into our payment providers' portals to ensure the right and appropriate steps are taken. 

If you topped up your account by Direct Debit:  

We may be able to stop the payment before the funds are taken from your bank account. If the funds have already been taken from your bank account, we will discuss with you the best way to get these funds back. Please contact the team as soon as possible.   

If you gave from your Giving Account balance:  

We may be able to stop the gift before it’s paid out to the partner's bank account. Please contact us as soon as possible to discuss the options available to you.