Enquiries
Raise and track an enquiry
When self-service is not enough, open a ticket with the service desk and follow it to resolution.
When to raise an enquiry
Raise an enquiry when something needs a human: a payment stuck longer than expected, a rejection you cannot resolve, a charge you do not recognise, or a file that will not validate. An enquiry becomes a tracked ticket with a service-level target, so you can see it is owned and moving — not lost in an inbox.
Raising one
- 1From the relevant screen — a payment, a statement, or this help centre — choose "Raise an enquiry".
- 2Pick a category (payment status, file format, fees, access, and so on). The category routes it to the right desk and sets the response target.
- 3Describe the issue and quote any reference: the payment UETR, the batch name, or the charge date. The more specific, the faster the answer.
- 4Submit. You get a ticket reference (TKT-YYYY-NNNN) and can follow every reply on the ticket.
Tracking to resolution
Open Enquiries to see all your tickets and their status: New, Open, Pending your reply, Resolved or Closed. If a ticket is Pending your reply, the desk is waiting on information from you — answering promptly keeps the clock on their side.
Quoting the exact reference — a UETR for a payment, the file name for a batch — is the single biggest thing you can do to speed up an enquiry. It lets the desk pull the record immediately instead of asking you for it first.
Still need help? Raise an enquiry and our service desk picks it up — you get a tracked ticket reference and a response-time target. Raise an enquiry
About this guide
- Topic
- Tracking & enquiries
- Reading time
- 2 min
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- 2,621
- Found helpful
- 96% (128/134)
- Updated
- 07 Jun 2026