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.  

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. Credit scoring is used to ensure that the Post Office Money Credit Card you’ve applied for is right for you.

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        0845 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 0845 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 0845 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 0845 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. You'll be sent a user ID and a 6 Digit Security number which you can use to sign in to access your account.

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 0845 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.

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 your online account or by calling us on 0845 607 6500. You can also pay 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 0845 607 6500.

Where can I get independent financial advice?

The following organisations offer completely independent financial advice:

The Financial Service Authority’s Money Advice Service

moneyadviceservice.org.uk

Citizen’s Advice Bureau

citizensadvice.org.uk

Consumer Credit Counselling Service

cccs.co.uk

The National Debtline

nationaldebtline.co.uk

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 0845 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 overseas

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 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.