Resolved: Delayed payments to suppliers [Updated: 11/11/2025]

(Applies ONLY to the system incident on 11 November 2025)

On 11 November 2025, a temporary technical issue occurred that caused a short delay in payments being sent from Homebox to a small number of suppliers.

What has been resolved?

• All delayed payments were processed and successfully sent to suppliers as of the evening of 11 November 2025.

• No further action is required from affected customers.

Who was affected?

Only a very limited number of accounts were impacted during this brief payment delay.
This was an isolated incident and is not related to:

• direct debit failures

• incomplete payments

• non-payment emails

• missing payments in future months

Should I be worried about my account?

No. All affected payments have been transmitted, and your supplier should now have the correct balance.

If you were charged a late payment fee specifically due to this 11 November delay, please contact our support team and we can assist.

Important: What this article does NOT cover

This article does not apply to:

• double payments

• overpayments

• applying payments to future billing periods

• receiving “non-payment” reminders

• switching suppliers

• Rebel → British Gas accounts

• issues occurring outside 11 November 2025

For any of those issues, please visit our main Help Centre or contact support.