How do I top up my account balance?

⚡ Quick Answer: Log in to the Customer Portal, click the wallet icon in the top right, and select the amount you want to add.



How to Top Up


  1. Log in to the Customer Portal
  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.



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.



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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Updated on: 23/06/2026