This can only happen for two reasons

The IPSTAG hasn't been changed#

A UK domain is a push transfer, which means that the old registrar has to change the IPSTAG on the domain for it to come over to us. We can't prompt them to do this -- the customer has to. So likely they haven't done it yet. Ask them to ensure the IPSTAG is changed to ours:

Vidahost: 'THERMAL'
Tsohost: 'UKWEBHOSTING'
Hostroute: 'HOSTROUTE'

That will then update the system.

The system is showing it wrong #

Do a whois lookup. If the domain is set to our IPSTAG then the issue will be that our system is just wrong. Check the expiry date then set that as the due date and expiry date, then set the domain to active in our systems.