Using your aqua card

  • I need to activate my new card. How do I do this?

    You can activate your aqua credit card within just a few minutes by calling the card activation service on 0800 028 7777. This is an automated phone service and does not go through to a customer service representative.

    Please also remember to sign your new card immediately.

  • I have received my card but don't have a PIN. What should I do?

    Your PIN will be sent out separately so you should receive this within the next few days. If you don’t receive this, please call Customer Services on 0333 220 2691*.

  • I have received my PIN but would like to change it. How can I do this?

    You can change your PIN by using a PIN change facility on any ATM machine offering PIN services option. Just insert your aqua credit card and follow the instructions on screen. Any PIN change is live with immediate effect for both cash withdrawals and purchases. 

  • I have forgotten my PIN. What should I do?

    To ask for a new PIN, please call customer services on 0333 220 2691*. We’ll send it to you by post.

  • I want to buy something on the Internet, but I've been asked for my security code (CVV). What is this?

    The Card Security Code (CVV) is the last three digits that appear on the back of your card, on the top right hand corner of the signature panel. You'll generally only need it when you're paying for something over the telephone or on the Internet.  You should only ever give out this information when you are sure of the credentials of the person or website asking for it.

  • Can I use my card abroad and will I be charged for this?

    Your aqua credit card is accepted in more than 36 million places and over 600,000 cash points around the world. Please remember that when you pay for anything in a foreign currency, depending on the type of aqua card you have, you may incur a charge and this will be added to your purchase and will not appear separately on your statement. Please see your credit card terms and conditions for further information.

  • What happens if I lose my card while I am abroad?

    As soon as you realise that your card is missing, please call us immediately on +44 113 244 8986. At aqua we like to help our customers whenever and wherever we can. You can even ask the operator to reverse the charges to this number. 

  • Can I use my card to withdraw money from a cash machine and is there any charge?

    Yes. You can use your aqua credit card anywhere where you see the Mastercard logo. Interest and fees are charged from the day the cash withdrawal appears on your account. There’s also a cash fee of 3% (minimum £3) for using your card to withdraw cash.

  • Is there a limit to the amount of cash I can withdraw?

    You may be able to take up to £300 a day depending on your credit limit.  Please ensure you stay within your credit limit. Remember that a fee of £3 or 3% of the amount (whatever is higher) will be applied to each cash transaction and interest will also be charged from the date the transaction is added to your account (usually the next working day), both of which could take you over your credit limit.  

  • Can I request a copy of my terms and conditions?

    You can request a copy of your terms and conditions at any time whilst your account is open – to do so please contact Customer Services on 0333 220 2691*.

  • What is a preauthorised transaction? What happens if I enter into one?

    In certain instances (e.g. when booking a hotel or hiring a car) the transaction amount may be unknown at the point you authorise the transaction. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction – it results in the relevant amount being deducted from your available balance only (it is not however processed as a transaction).

    Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.

    We will also release the funds once we are made aware of the actual transaction value.