We are aware of a technical issue currently affecting Prepaid Financial Services (PFS/EML), the provider responsible for issuing direct payments via prepaid cards.
This disruption is affecting some users' ability to make payments using their prepaid cards, which may also impact care providers and personal assistants who expect to receive payment for services. This is part of a broader national issue, affecting multiple local councils and pre-paid card users nationwide.
Additionally, we have limited access to the system, which restricts our ability to top up funds or issue new payments.
PFS/EML has issued the following statement on their website:
We are currently experiencing an incident which is impacting some users accessing the cardholder portal. If you are affected, please be assured we are working hard to restore service.
Please be aware this also affects call centre staff accessing your account details. Please check here for further updates. We apologise for any inconvenience and thank you for your patience."
We understand the concern this may cause and sincerely apologise for the disruption. We are in close contact with PFS/EML and are actively exploring contingency arrangements to support those affected.
We will continue to provide updates as more information becomes available. For the latest updates, please visit the PFS Service status page.
If you require immediate assistance you can contact the following services:
- PFS/EML Customer Services on 020 7127 8160
- H&F Adult Social Care on 020 8753 2128
- H&F Adult Social Care Payments at ascpayments@lbhf.gov.uk
- H&F Children's SEND Direct Payments at dp.dct@lbhf.gov.uk
- Action On Disability at dpsupport@aod.org.uk
Thank you for your continued patience and understanding.
