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.
Applying for a credit card
Will I need a credit check?
Yes. A credit check will be completed to ensure that the Post Office 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.
Who do I contact if I do not receive my card?
Contact us on 0345 607 6500 straight away.
What can I do if my Post Office 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.
What is Fast Checker?
Fast Checker is a credit card eligibility tool. You can see how likely you are to be approved for a Post Office Credit Card without affecting your credit record by using our Fast Checker service. Find out more about Fast Checker
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.
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.
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
Citizen’s Advice Bureau
Consumer Credit Counselling Service
The National Debtline
Servicing your account through our mobile app
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.
What is MasterCard® SecureCode™?
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. Please note not all transactions will require your MasterCard SecureCode.
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 when transacting online or activating the card.
What do I do if I have problems during the activation process?
You can contact us on our Post Office 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 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.