We're here to support you
Life can throw unexpected challenges your way. Whether it’s losing a job, dealing with illness, or going through a tough personal time, it’s okay to need a little help. If you're finding it hard to keep up with your Clearpay payments, please reach out. We’re here to listen and work with you on a plan that gives you some breathing room.
What is financial hardship?
Financial hardship can happen to anyone. It simply means you're having trouble keeping up with your repayments because your circumstances have changed — whether temporarily or longer term.
This could be due to things like:
- Job loss or reduced hours
- Injury or illness
- Family or domestic violence
- The death of a loved one
- Relationship breakdown
- Unexpected or urgent expenses
Whatever the reason, you’re not alone — and you don’t need to navigate this alone either.
How we can help
The best first step is to get in touch so we can understand your situation.
You can do this by:
- Completing our secure form
- Reaching out via Help in the Clearpay app
- Speaking to someone over the phone
Once we hear from you, our dedicated team will work with you on a plan to help get you back on track. This might include:
- Adjusting your payment schedule
- Waiving late fees
- Setting up a payment plan
If we need time or information to agree on the best way to support you, we’ll place your account on hold to help minimise late fees or payment impacts.
We’ll always do our best to find a fair and manageable solution for your circumstances.
What happens next?
We’ll work with you to confirm the hardship arrangement that best suits your situation.
To help prevent your situation from becoming more difficult, we’ll place your account on hold while you’re in a hardship arrangement. This means you won’t be able to use your Clearpay account to make any new purchases during this time.
Once your hardship arrangement is complete and your balance is paid:
- Returning to Clearpay: If you feel financially ready, you can contact us to ask about using Clearpay again. We review each request individually, and while we can’t guarantee reinstatement or an immediate return to your previous spend limit, we’ll always consider your circumstances.
- Closing your account: If you’d prefer to close your account, you can do this in the app or web login by selecting “Close my account” under your profile.
Free support services
If you’d benefit from free, confidential and impartial debt advice, a debt management charity can help. They support hundreds of thousands of people each year with non-judgemental, practical guidance. Here are some we recommend:
StepChange
Visit www.stepchange.org or call 0800 138 1111
Mon-Fri 8am-8pm, Sat 8am-4pm
PayPlan
Visit www.payplan.com or call 0800 316 1833
Mon-Fri 8am-8pm, Sat 9am-3pm
MoneyHelper
Visit www.moneyhelper.org.uk or call 0800 138 7777
Mon-Fri 9am-5pm
