> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.hoxtonmix.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How do I top up my account balance?

> ⚡ **Quick Answer:** Log in to the [Customer Portal](https://account.hoxtonmix.com/), click the **wallet icon** in the top right, and select the amount you want to add.

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# How to Top Up

1. Log in to the [Customer Portal](https://account.hoxtonmix.com/)
2. Open the dashboard
3. Click the **wallet icon** in the top right
4. Select the amount you want to add
5. Enter your billing address and click **Next**
6. Add your payment method to complete the top-up

You may also be prompted to top up when you open a mail item and choose an action such as forwarding or scanning.

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# Using Your Balance

Credit on your account can be used for mail handling requests such as:

* Forwarding a letter to your home address
* Requesting a full scan of a mail item

> ⚠️ **Important:** Credit cannot currently be applied directly online to pay an outstanding bill.

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# Common Questions

**What if the portal says there's an outstanding invoice?**
The invoice may need to be cleared before you can add postal credit. Review your payment method and invoices in your account billing settings, then try the top-up again.

**What should I do if I get an error when topping up?**
First, make sure your billing details are entered correctly. If the page keeps loading or the top-up does not complete, try a different browser or device and retry through the portal.

If the error continues, take a screenshot of the message and contact support so the payment can be checked further.

**My saved card won't charge — what do I do?**
If the card was declined, update your card details and try again. If there are insufficient funds, the payment will not go through until the card can be charged successfully.

**My top-up isn't showing — what happened?**
Keep your transaction number or receipt. Contact support with the details so the payment can be checked and updated.

**Where can I see my balance?**
After a successful top-up, your credit balance shows in your account in the Customer Portal.

**What is the minimum top-up amount?**
The minimum amount you can top up is £5.

**Why is my £5 top-up charged as £6?**
VAT is applied to top-ups, so a £5 credit top-up totals £6 including VAT.

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[**Log in to your portal →**](https://account.hoxtonmix.com/)