Frequently Asked Questions

How do I find my username and password?

Go to the login screen. You will be prompted for your username and password. If you have forgotten your username or password you can use the links below the login fields to recover your account information.

Remember, when recovering your username you must use the surname and email address your account was registered in.

How do I order Childcare Vouchers?

If you are a KiddiVouchers scheme member currently on a break from Childcare Vouchers, you can order vouchers in your online account by selecting 'Order Vouchers' from the left hand menu bar.

If you have never registered for Childcare Vouchers, or have had a break from vouchers for longer than 52 weeks, you are no longer eligible to order Childcare Vouchers.

Why won't I receive my vouchers until next month?

Your account is set up in line with your employers payroll cut off dates. If your Childcare Voucher order is placed after the payroll cut off date for the current month, your order will default to the next month.

If your employer has an annual, bi-annual or quarterly scheme, any changes you make to your Childcare Voucher order will default to the next available salary sacrifice period.

How do I cancel/amend my vouchers?

You can manage your Childcare Voucher Order in your online account. Once you have logged in, select 'Change or cancel vouchers'.

You can cancel your voucher order by reducing your voucher amount to £0.00. This will not cancel your membership unless your cancellation remains in place for more than 52 weeks. The changes you make will be applied to the next available payroll period.

Unused childcare vouchers will expire in the September following your youngest child's 15th birthday.

Remember to review any automatic payments you may have in place.

Can I amend my voucher order/cancellation of vouchers before dates automatically given in my online account?

Your account is set up in line with your employers payroll cut off dates. If your Childcare Voucher order is placed after the payroll cut off date for the current month, your order will default to the next month.

If your employer has an annual, bi-annual or quarterly scheme, any changes you make to your Childcare Voucher order will default to the next available salary sacrifice period.

How do I reinstate my vouchers?

If you are currently on a break from Childcare Vouchers, you can re-order within 52-weeks of your last Childcare Voucher order. If you have not received Childcare Vouchers for longer than 52-weeks you are no longer eligible to receive Childcare Vouchers.

To order vouchers, simply log in to your online account and select 'Order Vouchers' from the left hand menu.

What happens to my vouchers when I go on maternity leave?

Any balance you currently hold in your account will be available to you while your child is of eligible age. You can not sacrifice any Statutory Maternity Payment in return for Childcare Vouchers, any payment received above the statutory level may be sacrificed for Childcare Vouchers.

You should talk to your HR department about your Childcare Voucher order during maternity leave.

How do I pay my childcare provider?

You can make a one-off payment or set up a regular payment in your online account. These online payments will automatically transfer voucher funds to your childcare provider within 2-3 working days.

You can email or print your vouchers from your online account. You can give these to your childcare provider to redeem with us.

How do I obtain a refund?

Under HMRC guidelines, refunds are only allowed if you are unable to use your vouchers as a result of exceptional and unforeseeable circumstances.

Refunds must be processed through PAYE, so tax and National Insurance will be deducted. You must not accept any cash or change from your childcare provider in respect of your Childcare Vouchers.

If you have experienced an exceptional and unforeseen circumstance, provide details to info@kiddivouchers.com. The information you provide will be reviewed and may be shared with your employer.

Can I change or cancel a payment to a childcare provider?

You can manage your payments to your childcare provider in your online account. If you have made a payment in error, if the payment is still pending you can cancel and amend it in your online account.

If the payment has already reached your childcare providers account, the childcare provider must not credit you directly, the vouchers must be returned to KiddiVouchers. Send the payment details to info@kiddivouchers.com

Can I change my childcare provider?

You can add an unlimited number of childcare providers to your account. If you can not find your childcare provider in our database, simply enter the childcare provider contact details and we will invite them to sign up with KiddiVouchers.

Is my childcare provider registered with KiddiVouchers?

If you can not find your childcare provider in our database, simply enter the childcare provider contact details and we will invite them to sign up with KiddiVouchers. You may wish to advise your childcare provider so they can look out for the invitation.

How can I change my contact details?

You can update your contact information in your online account under 'Update your details' in the left hand menu.

Can I add another authorised user to my account?

Log in details should not be shared. To add another authorised telephone contact to your account, email us with their contact details, relationship to you and a password. We will add them to your account to allow them to manage your account on your behalf by telephone.

Why have my vouchers not been released?

When your salary has been deducted, the funds need to be transferred from your employer to your Childcare Voucher account. If funds have not cleared from your employer, your Childcare Vouchers can not be released. If you find your Childcare Vouchers have not been released, you may need to speak to your employer about the status of your salary deduction.

Why has my childcare provider not been paid?

If you have an automatic payment set up on your account, Childcare Vouchers will only be paid to your childcare provider when Childcare Vouchers are available in your account.

If you have made a one-off payment, please allow 2-3 working days for the Childcare Vouchers to be paid into your childcare providers account.

We will not send funds to a childcare provider if their bank details or registration documents have not been verified. This may cause a delay in processing your payment, however you do not need to take action, we will contact the childcare provider and once details have been verified we will send the payment.

Can I cancel my vouchers but remain in the Childcare Voucher scheme?

You can cancel your vouchers for up to 52-weeks and still remain in the Childcare Voucher scheme. After 52-weeks you will no longer be classed as a member of the scheme and are no longer eligible to re-join.

If you cancel your vouchers for a 52-week break we will contact you towards the end of the 52-weeks to remind you to login and order your Childcare Vouchers.

I have cancelled my Childcare Voucher but have still had a salary deduction?

If your salary has been deducted after you have cancelled your Childcare Vouchers, you need to contact your employer to resolve this. If you do not have a Childcare Voucher order in place we will not credit your account with vouchers, therefore your employer must refund you with the amount they deducted.