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Support

You can get notifications about GOV.UK Pay’s status to your email, phone, RSS reader or website, by subscribing on our status page.

After you contact us, the GOV.UK Pay team will contact you using the Zendesk ticketing system.

Report an incident

How quickly we respond depends on the type of your incident.

Classification Type Example Initial response time Update frequency
P1 Critical No one in your team can log in, a significant number of your users are not able to make a payment or you have reasons to believe sensitive data has been leaked 30 minutes (at any time) Every hour
P2 Major Elevated error rate, mostly up, noticeably degraded service, upstream vulnerabilities or complete component failure 60 minutes (during office hours) Every 2 hours
P3 Significant Users experiencing intermittent or degraded service due to platform issue 1 working day Every 2 working days
P4 Minor Component failure that is not immediately service impacting 2 working days Weekly

During office hours

We support all incidents from 9.30am to 5.30pm, Monday to Friday.

Email us at govuk-pay-support@digital.cabinet-office.gov.uk.

Out of hours support

We offer 24 hour online support for P1 (critical) incidents only.

You can find the emergency contact details in your GOV.UK Pay contract or Memorandum of Understanding (MoU), and in the go live email we sent you.

General feedback

If you have any feedback or questions, email govuk-pay-support@digital.cabinet-office.gov.uk.

We’ll reply within 2 working days, or one working day if you’re making a request to to go live.