You can also check the ‘Transactions’ screen
If you think you may have been a victim of fraud, or you’ve noticed any suspicious transactions on your account, please get in touch with us straightaway on 0345 850 2330. Calls to 03 numbers are the same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. Calls will be monitored and recorded.
To view your statements simply tap the ‘More’ icon then ‘Statements’ to then download them. It’s important to remember you may be charged for using mobile data to do this. On some devices, you may be able to email your statements too.
This is usually a purchase or payment that’s due to be applied but hasn’t been processed yet. This can take hours or days depending on the type of transaction. Sometimes, it’s because a company has reserved an amount on your credit card while you’re using their services or as a security check to make sure your card is genuine. Examples include hotels, car hire companies, and petrol stations. The ‘amount you can use’ and the ‘amount you owe’ reflect pending transactions too, so you don’t go over your limit.
If you see a transaction you don’t recognise (pending or not), there are some things to check before contacting our Customer Service Team. Tap the transaction to see more information, including the type of company, their address (sometimes this is the head office, not the place of purchase), the date the transaction was made and any reference. This e a company uses is sometimes different to the name of the shop or service, which can be confusing. Searching online for this name could help identify who the money went to.
Yes. Just tap the ‘Payments’ icon and then ‘Make a one-off payment’. Choose how much you want to pay and follow the instructions. If the payment is successful the amount you can use and the amount you owe will be updated once the payment appears in ‘Transactions’.
If the error message says the payment wasn’t successful you’ll usually need to make the payment again. Wait to see if the payment shows on the app, you will see this on your transaction list before having another go. If you’re making a payment before your due date, get in touch with our Customer Service Team. We’re here 24/7.
Check the amount you can use on the summary screen. This updates when a payment has been made. If you’re worried, call our Customer Service Team.
To confirm your Direct Debit is active, tap the ‘Payments’ icon and tap ‘Pay By Direct Debit’. This will show if a Direct Debit is set up and when the next payment will be taken. If you’ve recently set up your Direct Debit, you’ll still need to make a payment as it may take some time for your bank to set up the Direct Debit.
A Direct Debit gives us the authority to collect a payment from your current account on a regular basis. This payment will be collected on or around the same time every month. A couple of days before your payment due date, we’ll send a payment request to your current account. As long as there’s money in your current account, a Direct Debit takes the worry out of making payments on time.
Yes you can. Just tap the ‘Payments’ icon and follow the instructions. We’ll ask you how much you want to pay each month – your minimum payment, your statement balance or a fixed amount. You’ll need to know the sort code and account number of the account you want the payments to be taken from. The account summary screen will confirm when the Direct Debit is set up and ready to go. Remember, you may need to make a manual payment while you’re waiting for the Direct Debit to be set up. If there isn’t enough money in your current account when the payment is requested, we may apply a charge to your account.