Credit Card FAQs

General

How does a credit card work?

A credit card is a form of payment that enables you to pay for goods and services in shops or online.  Once you have obtained a credit card, you have an agreed credit limit with your provider which is the maximum amount you can spend using the card.  You are required to pay off any balances on the card in full at the end of each month, otherwise you are charged interest on the amount outstanding on your account.  You can also use credit cards to transfer balances from other cards, and to withdraw cash. 

What sort of borrowing should you use a credit card for?

A credit card is designed to provide short term credit.  As such it is not suitable for long-term borrowing as it would be an expensive source of such credit.

What is an APR?

APR – stands for Annual Percentage Rate of Charge. This is the annual rate that you will be charged for borrowing, if you do not pay your balance in full or on time. Your purchase interest rate determines your personal APR.

To review the APR and purchase rates for our Credit Cards please review the summary boxes

What is a Representative APR?

A Representative APR is the advertised APR which at least 51% of successful applicants will receive. Card providers will show the Representative APR as a Representative Example in their advertisements, so it makes it easier for you to compare different credit cards to help you decide which is best for you. However as APRs are based on an applicant’s individual circumstances, your APR could be different to the one that is shown in the advert.  

How is interest calculated?

Your credit card may have different rates of interest for purchases, balance transfers and cash withdrawals.

You’ll find your interest rates on your statement.

Interest is calculated as a percentage on the amount you borrow.  The longer it takes you to pay off your balance, the more interest you will have to pay

Applying for a Credit Card

Do I need a full time job?

No. Provided you’re eligible. If you don’t have a full time job – for example, if you’re retired, put this on the form together with your income (including pensions).

Will I need a credit check?

Yes. A credit check will be completed to ensure that the Post Office Money Credit Card you’ve applied for is right for you.  This search will be recorded by the agency we use and may impact your ability to get credit in the short term.

Details of the account, if opened, will be passed to Credit Reference Agencies and information about the running of the account such as the limit and balances as well as payment performance may be used by others.

Why shouldn’t I apply from an internet café or kiosk?

We recommend that you don't apply from an internet café or kiosk as we can't ensure that the computer will not store your personal and financial data you enter.

What about my credit limit?

We’ll send out confirmation of your limit with your welcome pack.

How do I make a balance transfer?

You can request a balance transfer during the application process. You'll need the card details you wish to transfer the funds from including the card number and amount to be transferred.

If you've already applied and wish to make a balance transfer you can call 0345 607 6500 and we can do this for you over the phone. You'll need the card details you wish to transfer the funds from including the card number and amount to be transferred. 

The total balances we can transfer will depend on your credit limit. It may take between 2 and 3 weeks to process your application. Until then you may need to make a payment to your other Credit Card.

Who do I contact if I do not receive my card?

Contact us on 0345 607 6500 straight away.

Can I apply for a Post Office Money Credit Card if I live in the Channel Islands or the Isle Of Man?

No – only residents of England, Scotland, Wales and Northern Ireland can apply.

Can I apply for a Post Office Money Credit Card if I am under 18 years of age?

No - you have to be aged 18 or older to apply for one of our Post Office Money Credit Cards.

What can I do if my Post Office Money Credit Card application is declined and I would like to appeal?

If you would like to appeal our decision you may do so by calling our Customer Service Team on 0800 169 2000. You may be asked to provide additional information to support your appeal, although there is no guarantee that our original decision will be changed.

Security

What do I do if my card is lost or stolen?

If you think your card has been lost or stolen, you should tell us straight away by phoning 0800 169 2646 or +44 117 373 3865 if outside the UK. This service is available 24/7.

How will I know what my PIN is?

Your PIN will be sent to you after your card. Make sure you memorise it and destroy any record of it. Never tell anyone else what your PIN is. Don’t forget you still need to sign the back of your card.

Will I be able to change my PIN?

Yes. You can change your PIN at most MasterCard branded cash machines, but you'll need to know what your existing PIN is to be able to do this. If you've forgotten your PIN, call us on 0345 607 6500 and we'll re-send it to you.

What happens if I forget my PIN or get it wrong?

You'll have 3 chances to enter your PIN correctly when you're trying to pay. If you enter it incorrectly 3 times in a row your PIN will be locked and you'll need to unlock it before you can use it again. To unlock it call customer services on 0345 607 6500. If you've forgotten your PIN, they can send you a new one by post.

Servicing your account

Can I manage my account online and over the phone?

Yes, there are three ways you can manage your account; through our mobile app, online and over the phone.

How can I pay my Credit Card bill?

The easiest way to make your Credit Card payments is to set-up a Direct Debit. You can set up a Direct Debit through our mobile app, your online account or by calling us on 0345 607 6500. You can also pay via our mobile app, by post, at a Post Office branch, or if you use phone or internet banking with your Bank or Building Society.

How often will I receive a statement?

We will send you a statement every month unless there have been no transactions during that period and you do not owe anything. 

Can I get help if I get into financial difficulty?

If you do get into financial difficulty, it’s important that you let the Customer Service Team know as soon as possible so they can take steps to help.  You can call them on 0345 607 6500.

Servicing your account through our mobile app

What services are available through the Post Office Money Credit Card mobile app?

Post Office Money Credit Card mobile app is designed to help you manage your credit card account in a way that is convenient to you. It currently allows you to;

  • View your current balance, credit limit, amount available to spend, minimum payment and payment due date
  •  Make a payment
  •  View your recent and historic transactions
  •  Notify us of your travel plans
  •  Set up and amend a Direct Debit 

Do I need to register for Post Office Money Credit Card mobile app?

Yes. To register for the app once you’ve downloaded it from the App Store or Google Play you’ll need to enter a few details.  All you need to do is enter your Date of Birth, Postcode and Mother’s Maiden name, and also your Post Office Money Credit Card number and expiry date.  Other than that, you only need to setup a passcode and enter an activation code and you’re done!

Is my app free to use?

Yes. Your mobile app is free to download and use.  Charges from your mobile network may apply, so please remember this – especially when you’re abroad.

Is my app secure?

Your app is protected by your passcode, which is unique to your mobile device.   For an extra layer of security, as your passcode is specific to your mobile device, anytime you change or upgrade your mobile phone you will need to re-register for the app. 

The app will automatically log you out after 2 minutes of inactivity to ensure your data is kept secure. It will also automatically log you out each time you exit your app. Besides this, you should:

 

  • Always lock your phone or keypad
  • Never share your passcode
  • Never respond to texts that you haven’t requested

What if I lose my phone?

Access to your app is protected by your passcode, so without this your account is secure. If you ever leave your phone unattended, your app will automatically time out after 2 minutes of inactivity.  If you would like some added peace of mind, you can contact us on 0345 607 6500 and we can block your app on a particular mobile device. 

 

To use your app on a new device, please download it as before and complete the registration process, setting up a new passcode unique to that device – simple.

Is my balance up to date?

All your transactions show the time and date they were last updated.  Sometimes, they can take time to reach us so might not show straight away. 

 

Also, because you're using a mobile network, your data connection may occasionally be lost. Rather than cutting out, your app will continue to display the most recent data it has.

 

So the available funds shown might not be exactly up to the minute, but if you have an available data connection your app will never be more than 30 minutes out of date. You can see how up to date the information is from the date and time at the bottom of your screen.

Servicing your account online and over the phone

How do I manage my account online and over the phone?

You'll be sent a user ID and a 6 digit security number which you can use to sign in to access your account online and over the phone. You can also manage your account with our mobile app which you’ll need to register for. Your user ID and 6 digit security number is not valid for the mobile app, instead you’ll be asked to set up your own passcode.

What is my 6 Digit Security number and online User ID?

Your 6 Digit Security number and online User ID enable you to access your Credit Card account over the phone and online. We will send you this automatically when you successfully apply for a Credit Card. Your security number will automatically be activated online the first time you sign into your account on the Post Office Money website. If you don’t normally use the internet to access your account it will be activated the first time you call us.

Can I change my 6 Digit Security number?

Yes, once your original 6 Digit Security number has been activated you can change it to one of your own choice via your online account or by calling 0345 607 6500.

I have lost / forgotten my 6 Digit Security number. How do I get a new one?

If you lose or forget your 6 Digit Security number simply call us and we will issue you with a new one. When you receive the new one call us to activate it.

How many chances do I have to enter my 6 Digit Security number?

You will be allowed three chances. After this you will have to call the Customer Service Centre and we will issue you with a new one.

Securecode

What is MasterCard® SecureCode™?

MasterCard SecureCode is a new service providing you with increased security when shopping online using your Post Office Money Credit Card. MasterCard® SecureCode™ allows you to add a personal security password to your existing Post Office Money Credit Card which you then use to validate each online transaction. This helps to protect you from unauthorised use when shopping online.  Please make sure you read and agree to the Terms of Use, as activating the service indicates you have done so.

How does MasterCard SecureCode work?

When you purchase online, MasterCard SecureCode issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt using your personal SecureCode password and click 'Submit' to proceed with the purchase. Without your SecureCode password, the purchase cannot take place.

What is the Card Security Code (CVC2)?

The Card Security Code (CVC2) is the last three digits that appear on the back of your card, on the signature panel. It is used as an extra security measure to make sure you are in the possession of the card you are activating.

What do I do if I have problems during the activation process?

You can contact us on our Post Office Money Credit Card customer service line on 0345 607 6500. We will be happy to assist you with any problems and answer any questions you may have.

Can I purchase at online retailers that do not participate in the MasterCard SecureCode service?

Yes. However you will not be able to use MasterCard SecureCode. To complete the purchase at such online retailers, simply follow the regular checkout process.

Using your Card

What is a Contactless payment?

Contactless is a fast, easy and secure way to pay for goods and services under £30 without entering a PIN. To make a payment, all you have to do is follow the instructions on the terminal and place your contactless card over the contactless reader.

Is there a charge when I make a purchase overseas?

There are different charges depending on which Post Office Money Card you hold. No charge is applicable when using our Platinum Card, but our Balance Transfer and Matched Card customers will be charged a fee of 2.99%. When you use your card overseas your payment will be converted into sterling at the rate determined by Mastercard exchange rate.

Is there a fee when I purchase Post Office Money travel money with my Post Office Money Credit Card?

There is no fee when you use your Post Office Money Credit Card to purchase Post Office Money travel money. You can purchase Post Office Money travel money in a Post Office branch or online.

Do I get charged a fee for cash advances?

When you withdraw cash, you will be charged 2.5% of your withdrawal or £3, whichever is greater. There is also no interest free period on cash, so you will be charged interest even if the account is paid off in full.

Small print

Credit is subject to status to UK residents aged 18 years or over. Post Office Limited works with the Bank of Ireland Group to provide financial services products to Post Office Limited customers. In relation to credit cards, mortgages and personal loans, Post Office Limited works exclusively with companies in the Bank of Ireland Group for the provision of credit. In respect of it's consumer credit activities Post Office Limited are authorised and regulated by the Financial Conduct Authority.

In respect of insurance mediation activities Post Office Limited is an appointed representative of Bank of Ireland (UK) plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Post Office Credit Cards are provided by Bank of Ireland (UK) plc. Bank of Ireland (UK) plc is incorporated in England and Wales under Company No. 7022885. Registered Office: Bow Bells House, 1 Bread Street, London EC4M 9BE. Bank of Ireland UK is a trading name of Bank of Ireland (UK) plc. Post Office Limited is registered in England and Wales. Registered Number 2154540. Registered Office: Finsbury Dials, 20 Finsbury Street, London, EC2Y 9AQ. Post Office and the Post Office Money logo are registered trade marks of Post Office Limited.