Manage your online account FAQs

Your contact details can be found in your profile. Log into your online account and click the profile button on the top right of your screen.

Log into your online account and click on the profile button at the top right of your screen to see the personal details we have stored for you. To change your phone numbers, simply click the pencil icon next to your phone numbers and follow the instructions.

Log into your online account and click on the profile button at the top right of your screen to see the personal details we have stored for you. To change your address, simply click the pencil icon next to your phone numbers and follow the instructions. 

Log into your online account and click on the profile button at the top right of your screen to change your current password. Simply click the pencil icon next to the 'change my password' section and follow the instructions.

You can change the email address you have on your account with us by logging into your online account. Go to the profile icon at the top and select the pencil icon next to your email address. You will then be taken to a page to change your email address.​

If you have more than one account with us, your email address will be changed for these accounts as well.

What do I use my email address for? ​

• To log into your online account ​
• To get emails when you make changes on your account, such as making a payment ​
• To access your online account if you forget your password​
• To get alerts when there are new letters and statements to view in your inbox. This applies if you have chosen to go paperless

To log off your online account, click on the profile button at the top right of your screen and select 'Log out'.

To make a payment, log into your online account and:

• Click the 'Make a payment' link on the homepage, or
• Click 'Payments' on the menu.

Both will take you to the 'Payments' page where you can follow the instructions to make a payment. As part of the payment process, you will be taken to our partner website Verifone to make your payment. To learn more about the types of payments you can make, please read our Make a payment FAQs.

To make a payment, log into your online account and:

• Click the 'Make a payment' link on the homepage, or
  
• Click 'Payments' on the menu. 
  

Both will take you to the 'Payments' page where you can follow the instructions to make a payment. As part of the payment process, you will be taken to our partner website Verifone to make your payment. To learn more about the types of payments you can make, please read our Make a payment FAQs.

To settle your agreement, log into your online account and:

• Click the 'Get a settlement amount' button on the homepage, or
  
• Click 'Settlements' on the menu. 
  

Both will take you to 'Settle my agreement' where you can follow the instructions to get a settlement quote. To learn more about settlements, please read our Make a payment FAQs.

To make an overpayment, log in to your online account and:

• Click the 'Make a payment' link on the homepage, or
• Click 'Payments' on the menu. 

Both of these will take you to the 'Payments' page where you can follow the instructions to make an overpayment. To learn more about overpaying, please read our Make a payment FAQs.

Yes, you can change your payment day online. Go to your account homepage where you’ll see the option to ‘Change payment day’. 

Hire Purchase customers can change their payment day once every 12 months. Personal Contract Purchase customers can change their payment day once during their agreement. 

If you need more support, please get in touch and we may be able to help you. 

Have you taken a payment holiday? This may have changed your payment day. 

Changing your payment day may mean you have to pay an extra amount.  
 
The daily interest you would have been charged between your old and new payment day will be added to your agreement.   

For example, if your payment day is the 10th of the month and you move this to the 15th, you will need to pay the extra 5 days’ interest.  
 
This amount is paid at the end of your agreement. 

To view the payments and transactions on your account, log into your online account and:

• Click the 'View transactions' link on the homepage, or
  
• Click 'Transactions' on the menu. 

Both will take you to the 'Transactions' page where you can view the payments and transactions on your account.

​​​​​​​We will also send you an annual statement. This will list all your transactions, fees, and charges for the previous year. 

All your transactions are available to view on your online account. You can request a copy of your statement by going to 'Transactions' on the menu and select 'Send me a copy'.

Your statement will be sent to your online inbox in one working day.

If you have not selected to go paperless, your statement will arrive by post in five working days*. You'll also be able to view and download a copy in your online inbox).

*The address we have stored for you can be found on your online account. Click the profile icon on the top right of your screen. 

The inbox is a new service on your online account where your letters and statements are stored securely. We'll still send them by post, but you will now be able to access your inbox at any time to view your letters and statements.​​

You can choose to get your letters and statements sent to your inbox instead of by post*.​​

*There are some exceptions to this. Please see 'Will I get any letters by post if I go paperless?'. ​

When you're logged in to your account, click the envelope icon on the top right on your screen. ​

• Click on a message to view it. Messages will be shown as read once you’ve viewed or downloaded the PDF
  
• We suggest that you save or print your statements, terms and conditions, letters, and documents for your records. See 'How do I download a letter or statement?' below
  
• We’ll never change any messages in your inbox, but we might send you updated versions of some documents
  
• The documents we send you are correct at the time of sending. To stay up-to-date please check you’ve read and agree with everything we send you
  
• You can't delete messages from your inbox, but you can archive them once they’ve been read

Letters and statements can be viewed or saved as PDFs.​​

To download a letter or statement, you'll need to:​​

• Click the title of the message to open it​
  
• Select 'View letter or statement'​

Your letters and statements are securely stored in your inbox. After you've downloaded your letter or statement, you will need to make sure you keep them safe. Do not download and save documents on a shared device.​

Your inbox is an important feature of your online account. If you haven't chosen to go paperless, you will continue to get your letters and statements by post.​

You can change your letter and statement preferences at any time. Simply log into your online account and click 'Change letter/statement preferences' on your profile settings.​

When you make the change, you'll see a screen that confirms your letter and statement preferences have been changed.​

You can view your letter and statement preferences on your online account. Simply log into your online account and select 'Change letter/statement preferences' on your profile.

Your letters and statements will be stored in your inbox for up to six years after your agreement ends. For more information about how we store your information, please see our Privacy Policy.​

Your statement usually takes up to one working day to arrive in your online inbox and up to five working days to arrive by post.​

You may be comparing it to the finance amount when you took out the agreement which does not include the interest amount. The outstanding balance figure we show includes any interest and might also include fees and charges you have incurred during the agreement's lifetime. If you would like to discuss this further, please get in touch. 

You will need to make a payment as soon as possible. 

​​​​​​​If you’re experiencing money worries, it’s important you get help and support as soon as possible. We have a dedicated service to help you as well as information on third parties who can provide support. Learn more about money worries help and support. 

Your arrears amount includes any fees or charges. It will also include the extra amount due if you have taken a payment holiday. 

If you fail to make payments on time, it may cost more or be more difficult for you to borrow money in the future.  

If you’re experiencing money worries, it’s important you get help and support as soon as possible. We have a dedicated service to help you as well as information on third parties who can provide support. Learn more about money worries help and support.

You may incur fees and charges if you do not follow the terms of your agreement. Some examples are late or missed payments. Please refer to your agreement document for details of the fees and charges you could incur.  

​​​​​​​If you are still unsure or need further help, please get in touch. 

​​​​​​​Your arrears amount includes any fees or charges. It will also include the extra amount due if you have taken a payment holiday.

If you have missed any payments, you may have more payments left than shown. ​  

If you have requested a payment holiday or a term extension, this will be included in the figures shown. If you would like to discuss this further, please get in touch. 

Annual percentage rate (APR) is a measure designed to help you compare credit products. It gives you an indication of the overall cost of the borrowing, taking into account interest, annual compounding and fees. The APR and total charge for credit assume that you make all repayments on time. 

Flat rate calculation takes the balance financed and multiplies this by an interest rate for each year of the agreement.  

The APR shows the annual cost of a finance agreement over and above the amount you’ve borrowed. The APR will include interest rate charges and any other fees included in the agreement, such as administrative fees. By law, the APR must be shown on relevant documentation presented to customers. You can use the APR to compare the cost of different finance products.

• Get letters and statements faster
• View your letters and statements at any time
• Manage your letters and statements securely in one place
• Help reduce paper waste. We'll share them as PDFs in your inbox
• Get email alerts when there's new letters and statements to view

• We'll send an email to tell you when there are new documents to view in your inbox​
• You’ll get your statements and most of your letters online instead of by post​
• We'll send them to your inbox ​
• Your documents will be stored in your inbox for 6 years after your agreement ends​

Log into your online account and click the envelope icon on the top right on your screen. ​

• Click on a message to view it. Messages will be shown as read once you’ve viewed or downloaded the PDF​
• We suggest that you save or print your statements, terms and conditions, letters, and documents for your records. See 'How do I download a letter or statement?' below​
• We’ll never change any messages in your inbox, but we might send you updated versions of some documents​
• The documents we send you are correct at the time of sending. To stay up-to-date please check you’ve read and agree with everything we send you​
• You can't delete messages from your inbox, but you can archive them once they’ve been read​

Letters and statements can be viewed or saved as PDFs.​​

To download a letter or statement, you'll need to:​​

• Click the title of the message to open it​
• Select 'View letter or statement'​

Your letters and statements are securely stored in your inbox. After you've downloaded your letter or statement, you will need to make sure you keep them safe. Do not download and save documents on a shared device.​

Simply log into your online account and select 'Change letter/statement preferences' on your profile settings. You'll have the option to set your letter and statement preferences for each agreement.

We may not be able to send all your documents online, or it may not be appropriate to do so. We'll make sure these are still posted to you.​

We'll use the email address that we have on your online account with us.

Unless you've changed it on your online account, this is the email address you used when you created your online account with us.​

Yes, you can change the email address you use to get alerts. Simply log in, go to the profile icon at the top and select the pencil icon next to your email address.

When you make the change, you'll see a screen that confirms your letter and statement preferences have been changed.​

You can view your letter and statement preferences on your online account. Simply log into your online account and select 'Change letter/statement preferences' on your profile.

Your letters and statements will be stored in your inbox for up to six years after your agreement ends. For more information about how we store your information, please see our Privacy Policy.​

The inbox launched 2 December 2021, and you can only see letters and statements sent from that date. If you need to view a letter or statement that was sent before that, please get in touch to discuss if there's any options to support you.​

You'll get up-to-date messages on products and offers that may be of interest to you. You’ll also have the option to sign up to carefully selected offers from third parties. 

Sign up to marketing messages by logging into your online account. Select ‘Marketing choices’ on the profile menu at the top right of your screen. 

For more information on who will contact you, log into your online account. Select ‘Marketing choices’ on the profile menu at the top right of your screen. 

We’ll use the contact details we have for you on your online account. To change them, log in and select the profile menu on the top right of your screen. 

All customers get messages from us about their agreement. We'll always get in touch with you when it's important or when you complete some actions on your account. For example, an email to tell you you've made a payment. 

You can change your choices at any time by logging into your online account. Select ‘Marketing choices’ on the profile menu at the top right of your screen. 

You’ll be asked to select ‘Yes’ or ‘No’ to marketing messages by: 

• Phone 
  
• Text message 
  
• Email 
  
• Online account 
  
• Third party 
  

If you’ve changed a selection from ‘Yes’ to ‘No’, you may still get communications about products and offers from us for up to 28 days. This is while we make the change. 

We’ll only send you offers from carefully selected third parties if you tell us to. 

For more information on who will contact you, log into your online account. Select ‘Marketing choices’ on the profile menu at the top right of your screen. 

If you have more than one account with us, your changes will apply for these accounts as well. 

Email tracking helps us by collecting data on how often our emails are opened and read. This helps us improve what we send to you. Our Privacy Policy and Cookies Policy have more information about the data we collect. 

If you agree, we'll collect data from:     

• Service emails about your agreement with us 
  
• Marketing emails (if you’ve chosen to get them) 
  

You can tell us your email tracking preference by logging into your online account. Select ‘Marketing choices’ on the profile menu at the top right of your screen. 

It can be tricky to spot a scam, but we’ll never send a message with a link to log on or ask you to provide personal details. If you feel something isn’t right with a message you receive, call us for support.