Why you may still receive documents after unsubscribing

A document may still arrive after you unsubscribe if it was already prepared or sent before the subscription change took effect. You may also have another active subscription or delivery address for the same organisation.

What to check

1. Sign in to Payreq and open Subscriptions.
2. Check that the correct subscription is no longer active.
3. Look for another subscription for the same organisation, property, employee record or account.
4. Check whether another delivery email address is still attached to an active subscription.
5. Note the document issue date and the date you unsubscribed.

If you no longer own, occupy, work for or manage the account shown on the document, contact the issuing organisation. It must update its own records and decide who should receive future documents.

Contact Payreq Support if the organisation confirms its records are correct but documents continue to arrive through a subscription shown as inactive. Include the organisation name, relevant dates and the subscription status shown in Payreq.

If you manage properties or accounts for others

Some councils and utilities maintain your subscriptions from their own customer records. Where you have authorised that, unsubscribing in Payreq does not hold on its own: if their records still list your business against the property or account, the subscription is created again the next time they update.

To make it stick, tell the issuing organisation you are no longer the authorised recipient, using their required process. The removal in Payreq is the second step, not the first.

If a document arrives for a property or account you no longer handle, use Return to Sender on the document. That flags it in the issuing organisation's own system as one you have said is not yours, and the flag stays on that document even if the subscription is later re-created. See Adding, updating and removing properties.