ÖйúPÕ¾

Updated 26 August 2025

Since mid-July the provider of pre-paid cards used by some people who receive services via the council – (PFS) – has been experiencing technical issues which have impacted service to some cardholders. This is part of a wider national issue, impacting multiple local councils and pre-paid card users across the country.

The council has been working closely with the provider, who has been working to restore normal service. We have also been utilising contingency plans to support those individuals impacted.

Status update

We are assured by the provider that most systems are now working as normal, and they continue to focus resource to resolve the remaining issues affecting a small number of people.

The current system status can be seen on the .

Accessing help and support

If you are continuing to experience issues with your account following the service disruption, you should initially contact the card provider, PFS. They are providing updates on remaining issues and progress to resolve them on the .

If you would prefer for ÖйúPÕ¾ (SCC) to escalate your query on your behalf, or if you believe we may be able to resolve the matter directly, please contact us using the details below. We’re here to help and will ensure your concerns are directed to the appropriate team.

Contact us using the following details if you:

• receive social care funding through direct payments
• have their finances managed by the Client Financial Affairs Team
• are a carer who is eligible for a Carer Wellbeing Break Payment
• if you are a young carer who has a pre-paid Travelcard provided by ÖйúPÕ¾
• are a care leaver
• receive a direct payment as the parent/carer of a child with disabilities
• receive a personal budget as a parent/carer of a child with special educational needs and disabilities (SEND)

The cards are similar to debit cards and the technical issue means some card-holders may not be able to make payments or access their online accounts.

The disruption has occurred due to a technical problem affecting the provider responsible for managing ÖйúPÕ¾’s pre-paid card system. This is part of a wider national issue, impacting multiple local councils and pre-paid card users across the country.

We have been assured by the provider that resolving the issue is a top priority and they are working urgently to restore normal service.

How to receive urgent access to funds

We have put contingency plans in place for anyone who needs urgent access to funds or is unable to make essential payments.

If you are an adult who receives social care funding through direct payments

During office hours, anyone who needs support should please email paymentcardenquiries@surreycc.gov.uk.

Alternatively, you can contact:

• Telephone: 0300 200 1005
• Email: asc.infoandadvice@surreycc.gov.uk
• Textphone (via Relay UK): 18001 0300 200 1005
• Text (SMS): 07527 182 861 (for the deaf or hard of hearing)

For any urgent issues out of hours, please contact the Emergency Duty Team on:

• Telephone: 01483 517 898
• Email: edt.ssd@surreycc.gov.uk
• Textphone (via Relay UK): 18001 01483 517898
• Text (SMS): 07800000388 (for the deaf or hard of hearing)

If your finances are managed by the Client Financial Affairs Team

If you, your relative or a person you support has their finances managed by the Client Financial Affairs Team (CFAT), and uses a pre-paid card, please contact the team on CFAT@surreycc.gov.uk or using the contact details above.

If you are a carer who is eligible for a Carer Wellbeing Break Payment

If you need immediate support with regards to your caring responsibilities, please see the information on our website or call the county council’s information and advice service using the contact details above.

If you are a young carer who has a pre-paid Travelcard provided by ÖйúPÕ¾

If you are a young carer, or the parent of a young carer, who has a pre-paid Travelcard provided by ÖйúPÕ¾ and are experiencing issues with using the card, please email paymentcardenquiries@surreycc.gov.uk or call the county council’s information and advice service using the contact details above.

If you are a care leaver

Please contact the Care Leavers Service Finance: 01483 519 352

If you receive a direct payment as the parent/carer of a child with disabilities

Please contact the Children with Disabilities Finance team: 01372 833 679

If you receive a personal budget as a parent/carer of a child with SEND

Please contact the Special Educational Needs Finance team: 01737 737 347.