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.