How do I unfreeze my payments?

There are a few different reasons your payments may be on hold:

If you have previously cancelled the Direct Debit mandate you had set up with Moneybox, you’ll need to reinstate this by tapping the prompt in the Home tab.

If you have tried to set up a Direct Debit with a savings account, or you have entered your details incorrectly, your Direct Debit mandate will likely fail. In this case, you’ll just need to head to Settings > Tap your name > Bank accounts > Linked account to enter different bank details in order to set up your DD. Please note that Direct Debits can only be set up with a UK current account in your own name.

If you have had two failed weekly collections in a row, we automatically pause further collections for security purposes. If this is the case, you should see a prompt in the Home tab, which you can tap to restart your collections.

Payments into one or more of your Moneybox products can be frozen either on request or automatically (e.g. in the case of a full Lifetime ISA withdrawal). If you see a prompt in the Home tab letting you know your contributions are frozen, you can head to Wealth > Account name > Tap to resolve to resume your contributions. Please note you’ll need to be on the latest app version to see this option!

You can then head to the Home tab and tap ‘edit’ to enter an amount you’d like to be collected in the next weekly collection on Wednesday, or set up any recurring deposits in the Settings tab.👍