Your payment status shows where your monthly payment is in the collection process. Each status gives you a clear picture of what is happening with your payment and whether any action is needed.
Pending
This means we are currently collecting your payment. It is waiting to be transferred to your Homebox account to pay your energy and utility suppliers.
Success
Your payment to Homebox has been completed and added to your Homebox account. You do not need to do anything further.
Failed
The payment did not go through. This usually happens if there are not enough funds in your bank account. Check your account balance and update payment details if needed.
Mandate Issue
There is a problem with your Direct Debit mandate. Go to the To Dos section on your Homebox dashboard to update your payment details so future payments can be collected.
Cancelled
The payment has been cancelled. This usually happens if you paid by another method, such as a bank transfer or debit card.
Multiple Payment Attempts
If a payment fails, we will try again. Your Payments In section may show several lines for the same month. Each line shows the status of that attempt so you can see each attempt separately.
Tip: Always check the Payments In section on your dashboard to see the exact date and status of each payment.
Note: Payments usually take 3 working days to be collected and your account balance updates within 5 working days of the payment trigger.