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.
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 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.
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 papereless 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.
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?
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.
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.