We aim to make our website as accessible as possible. However if you use a screen reader and require debt advice you may find it easier to phone us instead. Our phone number is 0 8 0 0 1 3 8 1 1 1 1. Freephone (including all mobiles).

1. Change your payments

We know that things can change and some months you may have less money available for your plan. You can change your income and spending at any time to make sure you can afford your payments.

2. Keep us up to date

Debts are often sold on to other companies. To make sure your payments go to the right place, just update your debt details in OnlineDMP. Then just leave it to us to take care of the rest.

3. Track your progress

You always can see how much you have paid already and how long you have left on your plan. Use our free calculator to work out how increasing your payments can get you closer to being debt free.

How do I log in to OnlineDMP?

You will need the following:

  1. Your password
  2. Your client reference number
  3. Your date of birth

    Log in to OnlineDMP

  • Where are my login details?
    We will have sent them to you in a letter
  • Where is my client reference number?
    You can find this in emails and letters we have sent you, and in your personal action plan
  • Why do you need my date of birth?
    We check this against the client reference number, to keep your login safe

Questions people often ask us

Click 'Not logged in before' and we will send you an email with your login details. This will work even if you have logged in before.

Not getting this email from us?

Look in your junk mail folder in case it has been sent there. Make sure you are checking the same email you used to set up your account with us.

Go to ‘My plan’. To check the details about how much you owe, choose ‘Your debts’.

This is called a ‘debt transfer’.

In ‘My debts’ there is a list of all your debts. If one has been moved to another company, click on it and choose ‘Transfer debt’.

Enter the name and address of the new creditor. And if there is a new account number, enter that as well.

This is called your ‘debt balance’.

In ‘My debts’ there is a list of all your debts. Click on the one you want to update and choose ‘Change your account no. or balance’. Then enter the new amount.

Go to ‘My details’.

This is where you can change your:

  • Postal address
  • Email
  • Contact number

Go to ‘My Direct Debits’.

  • If you already have a Direct Debit set up: You will see the details here
  • If you do not have a Direct Debit set up: You can create one here
  • To change or cancel Direct Debit: You will need to call us on 0300 303 5300

DMPs are flexible. This means you can always change your monthly payment, if you need to. But how you can do this depends on whether you need to change it for one month only, or each month moving forwards.

I just need to change my payment this month

We will do this for you. Let us know:

  • Why you need to change the payment
  • How much you would like the new payment to be
  • Email client.service@stepchange.org
  • Call 0300 303 5300

Open Monday to Friday 8am to 6pm

I need to change my payments each month moving forwards

We will need to make sure your plan is still working for you. You can start this by reviewing your plan online.

Go to ‘My budget’ then choose ‘Budget review’.

It takes about 10 minutes to complete.

We will then look through your updated information and get in touch with you to:

  • Confirm your new payment amount
  • Check a few details, if we need to

Go to ‘My budget’. This page will tell you:

  • When you did your budget before
  • How much money you have coming in each month
  • How much is in your budget for spending each month
  • How much you have left for your DMP payments each month. This is known as your ‘surplus’
  • A breakdown of how much is in your budget. This is grouped by type, such as rent or mortgage, transport, insurance, and food and toiletries

Go to ‘My budget’ then ‘Budget review’. It takes about 10 minutes to complete.

  • You tell us about any changes to your income, spending and debt balances
  • We will tell you how these affect your DMP payment. We will also estimate how soon you can be debt free

You will need details about your:

  • Debts - your most recent debt balances
  • Income - how much you get as wages, pensions and benefits
  • Spending – how much you need to cover your regular household bills

Go to ‘My statements’.

This page will show you your:

  • Next payment amount
  • How much is still to repay in your plan. This is your ‘estimated total balance’
  • Debt free day
  • Date of your next payment
  • How much is paid to each creditor each month

Please be aware that it can take a few days for systems to update. So, do make changes as early as possible. Such as, if you need to change a payment, don’t do it the day before it is due.

FSCS logo

While we hold your money, it’s covered by the Financial Services Compensation Scheme, which can pay compensation if we’re unable to meet our financial obligations. You can find out more on the FSCS website, www.fscs.org.uk.