Post Office Credit Cards issued by Bank of Ireland

This page includes information for Credit Cards customers who applied for their card before July 2019

Credit_Cards

Important information for credit card customers who applied for their card before July 2019


Bank of Ireland UK has announced it will be transferring its credit card operations in the UK to a new partner, JaJa Finance.​

If you applied for your credit card before July 2019 and your credit card number starts with 542598 or 554544 you don't need to do anything, you can continue to use your Post Office Credit Card as normal. You will receive information about the transfer to the new partner before it happens.​

If your credit card number starts with different numbers click here.

Register or login to your online account

I’m an existing Bank of Ireland Post Office credit card customer.
What will happen to me/my card?

Existing BOI PO customers can continue to use their Post Office Credit Card in exactly the same way as they do now. Bank of Ireland UK will continue to service these cards until these customers are transferred to a new card issuer, JaJa Finance.  You will be notified when this happens.

Manage your account by phone

Lines are open:

Monday to Friday: 8am to 8pm

Saturday: 9am to 5pm

Sunday: Closed

Bank Holidays: 10am to 5pm

 

Report your card lost or stolen
0800 169 2646 (or +44 800 169 2646 if abroad)
Open 24 hours a day

 

 

Thomas Cook

If you have been affected by the news that Thomas Cook has ceased trading, please check if you are ATOL protected via www.thomascook.caa.co.uk.

If you are not ATOL protected and wish to follow the card disputes process, please click here.

Please remember that we will NEVER ask you for your full card details, passwords or security codes. Be wary of fraudsters taking advantage of the recent news regarding Thomas Cook and pretending to be your bank or credit card company.

Q&A's

Who are JaJa Finance?

Jaja Finance are a UK based finance company authorised and regulated by the FCA. Their goal is to use new technology to simplify and improve the consumer credit card experience as well as providing great service and security.

How does this affect me / my card/s?

If you are an existing customer you don’t need to do anything – you can continue to use your Credit Card as usual: it will work as normal. We will continue to service your Credit Card as we do now until it transfers to JaJa. You will receive information about the transfer before it happens.

Will my Terms and Conditions / Fees & Charges change?

There are currently no plans to change your Terms & Conditions/Fees & Charges as a result of this announcement. However, in line with market practice, Terms & Conditions are kept under review and changes are made from time to time. Should there be any changes in the future, you will be informed in advance in line with the terms and conditions.

Who do I contact now if I have any queries relating to my Card/s?
Your Customer Help & Support details are still the same:
8am – 8pm Monday – Friday
9am – 5pm Saturday
10am – 5pm Bank Holidays
Closed Sundays

You will be notified if this changes.

Can I still access online banking, including the mobile app?

Yes – you will be able to service your account through online banking and the mobile app as normal.

Can I still use Post Office branches to pay my Credit Card bill?

Yes – you can continue to pay your Post Office Credit Card at Post Office branches for the time being

Will the Post Office be withdrawing other Bank of Ireland products?

The Post Office will continue to work in partnership with Bank of Ireland UK to provide leading savings, mortgages and personal loan products.

I’m an existing Bank of Ireland Post Office Credit Card customer – do I need to do anything?

No - you don’t need to take any action or do anything and you can continue to use your Credit Card in the same way as you do now.

What happens to my existing promotional offer?

Promotional offers will continue unaffected until they are due to expire. You will be informed before your promotional rates are due to expire.

 

Important Information

 

Our interest rates and fees explained

Be clear on the charges

Please refer to your statement for the interest and fees that apply to your card.

Remember that to keep any introductory interest rates , make sure you:

  • Stay within your agreed credit limit
  • Make your minimum payment on time every month

 

After the introductory offer period

When your 0% period ends, any outstanding balance will be charged at your standard variable rate.  New purchases will be charged at the standard variable APR.

What is an APR?

It’s a way of showing what your borrowing will cost over the period of a year, including interest and fees.  You can use it to compare products from different providers.

What fees do we apply?

We try to keep fees to a minimum but sometimes we do need to charge them:

  • If you’re late with a payment or go over your credit limit, we’ll charge £12
  • There is no fee to have the card

 

A full list of fees can be found on the back of your statement.


 

Manage your account and spending 24/7

Manage your account with our Mobile App

Easy online servicing and mobile app

It’s easy to make payments, set up Direct Debits and track your spending – any time of the day, wherever you are in the world.

Use online servicing for complete control of your account information and settings from a laptop or desktop.

Our mobile app lets you check your balance, make a payment and set up or change Direct Debits on the go using your smartphone or tablet.

Here's what you can do with your account online

• Check your balance
• View your transactions
• Make a payment
• Set up or change a Direct Debit
• See, download and print recent transactions^
• Transfer a balance^
• See your PIN^
• Update your contact details^

^With online servicing only.

Talk to someone
Customer Service:
0345 607 6500

8am-8pm, Mon-Fri
9am-5pm, Sat 
Closed, Sun
10am-5pm, Bank Holidays

Lost or stolen cards
If you need to tell us that your card has been lost, stolen or likely to be misused, then you should call us on 0800 169 2646 or +44 800 169 2646 if abroad. 

If we need to contact you about potential fraud on your account, we will do this via a secure channel including, but not limited to, SMS or Email. 

Account Alerts
To help you manage your Credit Card, from time to time we will send you free alerts about your account. If you would like not to receive these alerts in the future please contact us. 

You may request a copy of your Agreement at any time while your account remains open. 
 

Managing your borrowing

 

Some effective ways to reduce your debt and borrowing:

  • Keep balances on your credit cards low

  • Making payments on time – the minimum amount at least, more if you can

  • Paying off your debt in full – not just moving it around

  • Work to bring your balance down as quickly as you can

 

If you do get into financial difficulty, it’s important that you let us know as soon as possible so that we can take steps to help. You can call us on 0800 1217802.

Also, 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
 

Important legal information

Post Office ® credit cards, are provided by 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 logo are registered trademarks of Post Office Limited.  Our FCA Register Number is 409080.  You can confirm our registration on the FCA's website (www.fca.org.uk).

Using your card abroad

Keep track of your spending

Running out of money (or going over your credit limit) can be a nightmare, especially in a foreign country. To help you keep track of what you’re spending in British pounds you can view your account through online servicing or our mobile app. Please check for international data charges with your mobile phone provider before you travel.

Using your card abroad

As you prepare to set off on holiday, make sure you’re up to speed with these essential steps for using your card:

  • Before you travel, please check that we have your correct mobile number or email address in case we need to contact you while you are abroad. We may need to contact you quickly if we have to confirm whether any transactions are genuine. Please also make a note of the following number, so that, in the event that your card stops working and you haven’t received a text or email, you can speak to a member of our Card Security team: 00 44800 1217805.

 

  • We no longer need you to tell us before you travel abroad, as we will contact you if we see suspicious transactions on your account.

 

  • Know your PIN. With so many PINs and passwords to remember, it’s easy to get mixed up. Make sure you know your Credit Card PIN before you go away. If you’ve forgotten it you can view your PIN by logging into your online account or call our Customer Services team on 0345 607 6500 and we'll send you a reminder.

 

  • Don't miss a payment while you're away. The easiest way to make sure you always pay your bill on time is by setting up a Direct Debit. Log in to your online account or our Credit Card Mobile Servicing App to set this up, or just give our Credit Card Customer Service Team a call.

 

  • Find out about Dynamic Currency conversion. Sometimes, retailers and ATMs will give you the option to pay in either the local currency or pounds sterling. It should always be performed with your consent. Choosing to pay in pounds could mean you are charged additional fees.

 

  • Find out what charges are applicable for using your credit or debit cards abroad. Some providers may charge you a non -sterling transaction fee, which is a fee charged to any purchase or cash advance that occurs in a currency other than sterling.

 

Your local travel experts

Post Office is here to make your travels easier. We look after all the essentials – like passports, insurance and money – so that you can concentrate on getting the most out of your time away. Our travel experts can help you with:

Passports – Whether you’re renewing or getting your first passport you can pick up a passport form from one of our branches. Top tip: use our Check & Send service to make sure you’ve filled in all the forms correctly first time.

Travel money – Order your travel money using your Post Office ® Credit Card with no cash fees, either online or in our branches.

EHIC card – If you’re travelling in Europe, this free European Health Insurance Card (EHIC) means that you receive state healthcare in EEA countries (and Switzerland) at a reduced cost (or sometimes free). You can apply for your card via the online EHIC application form.

Credit Card charges

Make sure you’re aware of any credit card charges before using your card overseas, so you don’t get a surprising bill when you get back. Take a look at our table below which shows you the cost of using our cards abroad.

  Platinum Card Matched Card and Balance Transfer Card
Overseas Transaction Purchase Cash Advance Purchase  Cash Advance
Euros €100 €100 €100 €100
Exchange Rate 0.887918 0.887918 0.887918 0.887918
Sterling Amount £88.79 £88.79 £88.79 £88.79
Non-Sterling Transaction Fee 0% 0% £2.65 (2.99%) £2.65 (2.99%)
Cash Fee subject to a £3 minimum Charge n/a £3.00 (2.5%) n/a £3.00 (2.5%)
Total £88.79 £91.79 £91.44 £94.44


Information correct as at 03/06/2019.

The table above is an illustrative example based on an exchange rate of 0.887918  and a €100 spend.

The exchange rate used is a sample rate provided by MasterCard. The actual rate applied will be the daily MasterCard exchange rate. This is the exchange rate set by MasterCard, from time to time, as shown, where applicable, on your statement.

MasterCard exchange rates can be found at mastercard.com/global/currencyconversion

The rate that appears on your statement will be calculated according to the prevailing rate at the time the transaction is made.

Overseas purchases

We don't charge a non-sterling transaction fee to customers using our Platinum Card overseas, and we charge 2.99% for customers using our Matched and Balance Transfer Cards.

Cash fees
If you use your Post Office Credit Card to take money out at an ATM overseas, you will be charged a cash fee of 2.5% and a higher interest rate of 27.9%. The ATM provider may apply additional fees and cash withdrawal limits.

General Information & 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.

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

Contact us on 0345 607 6500 straight away.

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. You can also view your PIN online after you register for online servicing.

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, you can view it online using our online servicing. Alternatively 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.

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 possession of the card when transacting online or activating the card.

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, online servicing, by post, at a Post Office branch, or if you use phone or internet banking with your Bank or Building Society.

I am being asked to submit a password/passcode when I make a payment; why is this?

When making a payment on the mobile app or online account using your debit card, you may be asked from time to time to input a passcode or verify the payment via your app. This will be determined by your bank or building society’s 3D-Secure provider. If you do not receive a passcode, you should check to see if your contact details on the 3D Secure Payment Screen are correct. If they are not, you should get in contact 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. If you registered for paperless statement through our online servicing, you will get an email every month telling you when your statement is ready to view.

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.

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

Servicing your account through our mobile app

Download the Mobile App:

Apple App Store

Google Play

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

Post Office 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
  • Set up and amend a Direct Debit 

Do I need to register for Post Office 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 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?

Once you receive your card, you will be able to register for online servicing to access your account online. Registration is simple and won't take more than a few minutes. Details on how to register will be sent to you with your card. You can also manage your account over the phone by calling us on 0345 607 6500 or by registering for our free mobile app.

Mastercard Securecode-3D Secure

What is 3D Secure? 
3D Secure is payment authentication standard which adds a layer of security when purchasing online using your debit card or credit card (“Card”) with participating retailers. Visa calls its version Verified by Visa and Mastercard calls its version Mastercard® SecureCode™ 

How does 3D Secure work? 
When purchasing online from a participating retailer and authentication is required, you will be brought to a 3D Secure Payment Screen. You’ll be prompted to enter a one-time passcode sent to your mobile phone or email address by SMS text message or email. You have a number of attempts and set amount of time to enter the passcode correctly. If you do not enter the passcode correctly, you will be unable to complete your online purchase. To use 3D Secure: 

  • You must have internet access and a mobile phone/email address 
  • We must have your correct mobile phone number/email address 
  • Your mobile phone/email address must be able to receive SMS text messages/emails 

What is a one-time passcode? 
A one-time passcode is a random number. When you use 3D Secure, a passcode is automatically sent by SMS text message or email to your mobile phone number or email address. The passcode will only be valid for the online purchase you have received it for. You do not need to remember this passcode. Each time you make a purchase online with a participating retailer, and authentication is required, a new passcode will be sent to the mobile phone number or email address you have provided to us. 

How much does it cost to use the 3D Secure Service? 
We do not charge for 3D Secure. 

How long is the one time passcode valid for? 
If you do not submit the passcode correctly within 5 minutes, it will expire. If your passcode expired, click on ‘Resend Passcode’ on the 3D Secure Payment Screen and a new passcode will be sent to your mobile phone number or email address. 

If you do not receive a passcode, you should check to see if your contact details on the 3D Secure Payment Screen are correct. If not call us on 0345 607 6500, to provide us with your up-to-date contact information. 

The mobile phone number and/or email address showing on the 3D Secure Payment Screen is not correct – what should I do? 
If you changed your mobile phone number and/or email address, please call our customer services team on 0345 607 6500. 

Can I opt out of receiving one-time passcodes? 
No, if you’re making an online purchase with a retailer and authentication is required, you need to enter the passcode sent to you by SMS text message or email. 

Can I choose not to proceed with the payment? 
Yes, just click the ‘Cancel’ button on the 3D Secure Payment Screen. 

I need help with the 3D Secure service and I can’t find the answer here? 
If you need help with anything please call our customer services team on 0345 607 6500. 

What terms apply to 3D Secure? 

If you use the 3D Secure service, you accept of the Terms of Use of 3D Secure. These Terms of Use can be found at Mastercard Secure Code Terms of Use

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 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 travel money with my Post Office Credit Card?

There is no fee when you use your Post Office Credit Card to purchase Post Office travel money. You can purchase Post Office 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.

Bank of Ireland UK adheres to the Standards of Lending Practice which are monitored and enforced by the Lending Standards Board. Please read the Statement of Lender and Borrower Responsibilities which sets out our key responsibilities. 

Call Charges:
0800: Calls to 0800 numbers are normally free from UK landlines and mobile phones. Calls may be monitored or recorded for training and compliance purposes.

0345: Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages. Calls may be monitored or recorded for training and compliance purposes.