Why don’t my payments to suppliers match my total payment in?
Your total monthly payment may not always match the payments shown to suppliers right away. This is usually due to timing differences, quarterly billing, or cancelled services.
Common reasons for differences
1. Supplier Direct Debit payments not yet updated
Some suppliers collect payments directly by Direct Debit, which can take a few days to appear in your Dashboard.
If your supplier has collected a payment recently, the payment may not yet have been updated on your Homebox Dashboard.
This could be because:
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The payment hasn’t been collected yet, or
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There’s a short delay in the system updating the supplier payment record.
Once the supplier confirms receipt, your Dashboard will automatically update.
2. Quarterly or non-monthly bills
Some bills, such as your TV Licence, are billed quarterly rather than monthly.
Homebox collects your contribution for these bills each month by dividing the annual charge into 12 equal monthly payments.
These monthly payments are stored in your Homebox e-money account until the next quarterly payment is due to the supplier.
📘 Note: Any other non-monthly bills (such as some water or heat billing accounts) will show in the same way — as monthly collections that are held until the next payment date.
3. Cancelled bills or service changes
If you’ve recently changed supplier or removed a service from your Homebox package, your total payment may include a bill that has since been cancelled. In this case, the payment you made stays securely kept in your virtual bank account and is held for future invoices.
In these cases, we manually process any outstanding supplier payments. Once these payments are pushed through, your Dashboard will update to reflect the correct amounts.
⚠️ Tip: If you’ve recently made a change to your package or moved suppliers, allow a few working days for these updates to appear.
When to contact us
If your Dashboard still shows mismatched totals after a few working days, contact our support team. We’ll review your account and confirm where your payments have been allocated.