I have 'held mail' - what do I do?
If you've received an email about held mail, here's what to do next
There are a number of reasons your mail may be held:
1. Your mail is not covered by your current services
The most common reason for mail being held is receiving an item not covered by your current address services.
For example, if you have received general business correspondence but do not have our Business Address Service, this will need to be purchased before we can forward that type of mail to you. You can read more about our different address services and what mail each one covers here.
2. You have an outstanding balance
If you owe us money for previous mail forwarding charges or services, all outstanding payments need to be paid before we can forward your mail. You can find out how to make a payment or update your card details here.
3. Your mail has been returned to us
If we've attempted to forward mail to you and it's been returned, your mail will be held until we have a correct address for you. We'll contact you by email if this happens, so check your inbox.
4. You have not passed our ID checks
If you've not yet completed our ID verification process, your mail will be held until the required documentation has been provided. Our ID team will have emailed you with further instructions, so check your inbox.
5. No payment card on file
If there is no payment card saved to your account, chargeable mail items may be held until a valid payment method has been added. You can add a new card to your account by logging in and selecting 'Card Management' from the Customer Dashboard.