• To get all the facts about using your card and making payments in other countries, have a look at our travelling abroad page.

  • A handling fee will be charged for all cash advances, including using your card or card number to take out cash. Examples include things like:

    • Withdrawing cash from an ATM or over the counter.
    • Purchasing non-sterling currency or traveller's cheques.
    • Gambling transactions (e.g. payments made at places such as casinos, betting outlets, share trading companies and National Lottery tickets are treated as gambling transactions and attract a cash advance fee).
    • Sending money orders or wire transfers (other than balance transfers or money transfers).
    • Buying coins, bank notes or digital currency.
    • Paying government or court fines, enforcement penalties, fees or costs.
    • Online trading such as share dealing or investments.
    • Purchasing or topping up electronic money, payment cards, mobile wallets or account dashboard services.
  • You can use your credit card to take cash out at over 1 million ATMs across the world - just look out for the Mastercard or Visa logos.

    There's likely to be a limit on the amount you can withdraw each day from an ATM. This limit may be set by the provider of any cash withdrawal services. You can withdraw a larger amount over the counter at a bank if you need to - just bring your credit card and  photo ID (e.g. your passport).

    Just remember, a cash advance fee might apply - check your latest statement or your account terms and conditions for details.

  • Card purchases are anything you buy with your credit card. This excludes balance transfers, money transfers, cash (e.g. at ATMs and over the counter), non-sterling currency, travellers' cheques, postal orders, gambling transactions, and electronic transfers of cash.

    Learn more about using your card to make purchases.

  • Contactless is an easy way to make payments of up to £100, usually without entering your PIN. If you don’t want a £100 contactless payment limit, you can change it using Online Card Services.

    Have a read of our contactless and mobile payments page to find out how secure it is, and how it works.

  • The Card Verification Code (or CVC) is your credit card's unique security code. It's sometimes referred to as the CV2, CVVC or security code.

    For Visa and Mastercard, it's the last three digits on the signature strip on the back of your card.

  • We know how frustrating it can be to get your card declined. That’s why we’ve put together this page, so you can see all the possible reasons. 

    Your card hasn’t been activated

    If you’re using a credit card, double check that it’s been activated and follow the instructions on the sticker if it hasn’t. 

    You have a card freeze in place

    This is when you have applied a temporary card freeze on our app or by calling us. If you’re registered on the app, please check to see if you’ve applied a card freeze, or you can call us on 03456 062 062 .

    You’ve reached your agreed credit limit

    That’s the total amount of money you can borrow on your credit card at any one time. You may have reached it, or your transaction may have taken you over it. You can learn more about your credit limit on our website, app or by calling us on 03456 062 062.

    Your card has expired

    Double check the expiry date. We’ll send you a new card before the last week of your expiry month. If you haven’t received it, please give us a call on the number below. 

    You’ve reached your daily cash machine withdrawal limit

    We set a daily withdrawal limit of £500 and you may have reached it. It’s also worth knowing that other lenders and cash machine operators can set their own limits as well. 

    If your card was declined while paying for something online or over the phone, it could be because of these reasons:

    Your name and address don’t match our records

    It’s worth checking that your name and address details match our records. If you need to update any details, you can find out how to do it on our updating your details page.

    Wrong CVV number

    This is the 3 digit number on the back of your card. You’ll always be asked for it if you pay for something online or over the phone. Double check that you’ve entered it correctly. 

    If none of those answers have helped you, please get in touch: 

    03456 062 062 (or +44 1244 659 005 from outside the UK). Lines are open 8am-10pm Mon-Fri and 8am-6pm Sat and Sun.