Last updated: 17 July 2025
We are aware that some customers have been experiencing problems with making payments on their pre-paid card. This issue is also impacting care providers, personal assistants and micro-providers expecting payments for services delivered.
We have been working closely with our prepaid card supplier Pre-Paid Financial Services (PFS/EML) to deal with a significant issue which they have reported on their website.
We understand you may have frustrations and concerns about this issue. Devon County Council officers are also unable to access parts of the system. Whilst call times are long through Prepaid Financial Services, cardholders are able to make urgent payments in most cases if there is an existing payee saved on your account.
Please be reassured that we, along with our payroll and payments provider (Disability Focus) are working intensively with the card supplier to achieve a resolution as quickly as possible.
We will continue to provide updates as more information becomes available. Thank you for your patience and understanding. Our card provider’s website is also providing regular updates.
If you have any questions or concerns, or if you are worried that this issue may affect your ability to receive care or support, please utilise your contingency plans.
If you still need assistance, please contact us:
- For card holders funded by Devon, contact Adult Social Care. Please note that if your funding is through either Torbay and South Devon Health or the Devon Clinical Commissioning Group, you will need to contact them directly.
- For providers, personal assistants or micro-providers, contact the Provider Engagement Network.