We’re currently investigating a system issue - some Members’ Direct Debit payments have been successfully made, but the transaction isn’t showing in their Pure Planet accounts or on their monthly statements.
Please don’t worry - if your payment has been successful, we do have a record of this. We’re working on fixing the issue, so your payment will be displayed correctly in your account, and your account balance updated.
We’re still investigating the number of affected Direct Debits, but at this stage we believe it’s payments made this week. And any refunds that have been paid will also not appear in your Pure Planet account. If you were expecting a refund payment, you can check you've received this directly in your bank account.
We’ll update this post as we have more information.
Update Thursday 20 May
Our tech team are still doing some behind-the-scenes investigations.
We’ll continue to update here.
Hi everyone, just to let you know this issue has now been resolved! All missing payments will now be displaying in your accounts as normal - you can head to ‘balance & payments’ in your app, or at purepla.net, to check this.
Thanks for your patience.