FAQs
We’ve collected together the most commonly asked questions and have tried to answer with as much information as we think you might need.
All you need to do is click on one of the headings below to see a list of relevant questions. Then click on the appropriate question to see the answer.
If you have a question that isn’t covered in the list below, call us now on 0845 601 0436* to speak with one of our customer advisors.
The aqua credit card
Benefits of aqua card
- What benefits do I get for being an aqua card customer?
- Do you offer a range of insurance products?
- Do you offer any financial products other than a credit card?
- What is payment protection insurance?
- What is Card Care?
- I am interested in applying for an aqua card but don't want to get into lots of debt. How can you help me with this?
Should I apply for an aqua card?
- I have been living in the UK only a short while. Can I apply?
- I don't have a bank account. Can I apply for an aqua card?
- I don't have a job currently. Can I apply for an aqua card?
- I have recently been declined for another credit card. Can I apply?
- I have a County Court Judgment (CCJ). Can I apply for an aqua card?
- I have never had a credit card before. Can I apply for an aqua card?
- I have recently moved house, can I still apply for an aqua card?
- I have had previous problems with credit and am trying to re-build my credit rating. Can I still apply?
- I currently live outside of the UK. Can I apply for an aqua card?
- I have a full time job but am not yet 18 years old. Can I apply?
How do I apply for an aqua card?
- I am interested in applying for an aqua card but am worried about large monthly payments, is this likely to happen?
- I am interested in applying for an aqua card but get paid weekly. Can I make more than one payment each month?
- I am interested in applying for an aqua card. How much will I have to repay each month?
- Why is the APR offered by aqua card higher than those for some other credit cards?
- How can I apply for an aqua card?
- I have been declined for a 0% offer and was referred to the aqua card. Why do you not offer an introductory rate?
- I would like to apply for an aqua card using the application form you have sent me. Where do I send it?
- I recently received an application pack in the post, can I apply by telephone or online?
- I don't have a poor credit history, so why have you sent me an aqua application pack in the post?
- I recently received an application pack in the post and would like to understand where you got my personal details?
- An application pack was recently sent to my address, but is addressed to someone who no longer lives at this address, what should I do now?
- I recently applied for an aqua card by post. I have not yet heard back from you. When will I know whether I have been accepted for an aqua card?
- I recently applied for an aqua card and was accepted. I have not yet received my aqua card, how long does it normally take to arrive?
- I recently applied for an aqua card and was accepted. Can you tell me what my credit limit will be?
- I have received a Credit Card Agreement from you. What do I do with this?
- What information do you use to process my application and where do you get this from?
- How can I get a copy of my credit record?
- I have been declined for an aqua card. Why has this happened and what can I do now?
Using your aqua card
- I need to activate my new card. How do I do this?
- I have received my card but don't have a PIN number. What should I do?
- I have received my PIN number but would like to change it. How can I do this?
- I have forgotten my PIN number. What should I do?
- I am trying to buy something on the Internet. I have been asked for my security code. What is this?
- Can I use my card abroad and will I be charged for this?
- What happens if I lose my card while I am abroad?
- Can I use my card to withdraw money from a cash machine?
- If I use my card to withdraw cash, will I be charged for this?
- Is there a limit to the amount of cash I can withdraw?
- Can I have more than one cardholder on my aqua credit card account?
- I need to order a new card. How do I do this?
- My aqua card runs out soon. What should I do?
- I have lost my aqua card. How do I report this?
- What rate of interest am I paying for my aqua card?
- Can I ask for my credit limit to be increased or decreased?
- Can I do anything to increase the chances of getting my credit limit increased?
- What happens if I go over my credit limit?
Making a balance transfer
Understanding your statements
- How often will I receive a statement for my aqua card?
- Can I change the day that my statement is sent?
- What should I do if I don't receive a statement each month?
- Can I still make a payment even if I don't receive a statement?
- Where on my statement does it tell me how much I need to pay?
- Where on my statement does it tell me what my credit limit is?
- Where on my statement does it tell me how much credit I have available?
- I have lost a statement. Can I get a copy from you?
- Can I access my card details online?
- I would like to close my aqua card. How do I do this?
Making payments
- How often do I have to make a payment?
- Do I have to pay everything I owe on my aqua card each month?
- How do I find out when my payment is due each month?
- Can I make more than one payment each month?
- Can I change the day that my payment is due?
- How can I make a payment?
- What is the postal address for aqua card payments?
- Can I pay by direct debit?
- How long does it take after I have made a payment before I can start using my aqua card again?
- How are payments assigned against the amount I owe aqua?
- I cannot afford to make a payment this month. What should I do?
- I cannot afford to make the minimum payment this month. What should I do?
- What happens if I don’t make a payment or my payment is late?
- Is there anything I can do to protect myself if I can't make a payment?
Contacting aqua
- How can I contact aqua?
- How do I tell you if I move house?
- What should I do if my card is lost or stolen?
- I have received an email from aqua asking for personal details, is this secure?
- I need to make a claim on my payment protection insurance. How do I do this?
- I would like to be removed from aqua's mailing list. How do I do this?
- I would like to make a complaint. How do I do this?
Fraud & identity theft
- Is it okay for me to use my aqua card to buy things on the Internet?
- What guarantees can aqua give me that my card details are secure?
- I am worried that my card has been used by someone else. What should I do?
- I am worried that someone else may be using my personal details to apply for credit. What should I do?
aqua Secure
- What is aqua Secure?
- How does aqua Secure work?
- How does aqua Secure protect me?
- Will I need to apply for a new card to use aqua Secure?
- When will my account be charged for aqua Secure purchases?
- Where can I buy with aqua Secure?
- Do I have to pay for aqua Secure?
- What are the system requirements for aqua Secure?
- What happens when my aqua credit card expires?
- What happens if I cancel or lose my aqua credit card and then get a new one with a different account number?
- I have a smart credit card with a chip. Does my smart credit card work with aqua Secure?
- Can I set my computer to reject cookies?
- What is enrolment and how do I do it?
- What cards can I enrol with aqua Secure and when?
- How many cards can I enrol with aqua Secure?
- Can I use the same password for all of my aqua credit cards?
- Can additional cardholders on an account use the same password or should they enrol for aqua Secure separately?
- Why do I have to supply personal information during enrolment?
- Why am I required to supply my email address during enrolment?
- What is a Personal Message?
- What is the Card Security Code?
- What do I do if I have problems during the enrolment process?
- What is 'Activation During Shopping'?
- I activated aqua Secure, and now I have received an email message saying I should personalise my account online. What does that mean?
- What is the Login Name?
- I activated aqua Secure. Can I activate it for additional cards?
- How do I buy with aqua Secure?
- How soon after completing my online enrolment can I begin to use the aqua Secure service to make online purchases?
- What should I do if I purchase online but the aqua Secure receipt does not appear?
- Can I purchase at retailers that do not participate in the aqua Secure scheme?
- Where can I view the history of my aqua Secure purchases?
- I forgot my password. What should I do?
- I don't see my Personal Message on the receipt. What should I do?
- The Personal Message on the receipt is not mine. What should I do?
- What is the Personal Account Manager?
- Do I need to write down the details of my online purchases?
- I am trying to login to the Personal Account Manager but I forgot my password. What should I do?
- How do I change my password?
- How do I change my Personal Message?
- How do I update my email address?
- I have been using aqua Secure for a while and I would like to add another card to the service. What should I do?
