Issue with pre-paid cards used to access some services

21 July 2025

We have been advised of a technical issue affecting pre-paid cards used by some people who either:

• receive social care funding through direct payments
• are a carer who is eligible for a Carer Wellbeing Break Payment
• 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 can be used to pay care and support providers.

As a result of the issue, card-holders may not be able to use their cards or access their online accounts. The problem is affecting pre-paid card-holders all around the country.

We have been assured by the provider of the cards 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 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 you are a carer who is eligible for a Carer Wellbeing Break Payment

If you are a carer receiving a Carer Wellbeing Break Payment, you may find you’re currently unable to use your pre-paid card or, if you haven’t yet received your card, there may be a delay in sending the card to you to use.

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 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.