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Your online account
Managing your account online
The Aqua Mastercard app and Online Account Manager provide you with 24/7 instant access to your account where you can check your balance and make payments, view transactions and statements, set-up or make changes to your Direct Debit, report your card lost or stolen and view your PIN.
Registering for your Online Account Manager allows you to take control of your account whenever and wherever you can get online. Head to login and follow the onscreen instructions. Remember, you'll need your card or account number to hand. We have sent your account number in your welcome communications, and it can also be found on your monthly statement.
Simply follow the instructions on the login page to get a reminder of your username.
You would have created a password and passcode when you first registered for Online Account Manager. If you have forgotten these, click Password or Passcode Reset on the login page.
The Online Account Manager has plenty of features to help you get the most from your account. You can view your purchases, make payments and manage your Direct Debits, manage your contact details and much more. The service is available 24 hours a day, 365 days a year, so you can manage your account at times convenient to you.
Please visit Personal Details in our Aqua Mastercard app or Online Account Manager to change your details. This includes your address, telephone number and email address. Please keep these up-to-date so we have the correct information for your account. You can only change details on your account once you've fully activated your account.
Please visit Personal Details in our Aqua Mastercard app or Online Account Manager to change your details. This includes your name, address, telephone number and email address. Please keep these up-to-date so we have the correct information for your account. You can only change details on your account once you've fully activated your account.
We understand that everyone’s circumstances are different, and you may need extra support when managing your account. You can share any personal circumstances or support needs with us so we can communicate in a way that works for you and provide appropriate help. This may include health conditions, disabilities, life events and accessibility needs. Your information will be kept safe, and you can update it at any time. To update your details, you can visit the ‘personal details’ section in ‘account settings’.
Accessing your account
You can manage your account in the Aqua Mastercard app or in your Online Account Manager. If you are not already registered go to https://portal.newdaycards.com/Aqua/register. Your actual card details will not be displayed.
Account security & settings
No, if you close your account you cannot re-open it. You would need to apply for a new account.
To update your contact preferences or personal details you'll need to activate your card first. If you're a new customer, your card will be with you within 7-10 days of your application being accepted. To activate visit activate.
If you are an existing customer and you'd like to opt-out of receiving marketing from us, visit account settings where you can update your preferences at any time. We will still contact you to service your account.
To close your account, please visit account settings. If you close your account and still have a balance, you will need to continue to make at least your contractual minimum payments until you have cleared your balance. If you have a credit balance on your account, contact us to arrange repayment.
App settings
There is no need to sign out of the mobile app. Closing or exiting the app will automatically sign you out.
For iPhones and iPads
- Go to ‘settings’ on your device and tap ‘notifications’
- Select the Aqua app
- Check that ‘allow notifications’ is switched on, so it’s coloured green, and set your notification preferences
- That’s it – you’re all set to get notifications for your eStatements
- Go to ‘settings’ and tap ‘apps'
- Select the Aqua app
- Select ‘notifications’
- Check that the ‘allow notifications’ toggle switch is on
Basic information
Registering for your Online Account Manager allows you to take control of your account whenever and wherever you can get online. Head to login and follow the onscreen instructions. Remember, you'll need your card or account number to hand. We have sent your account number in your welcome communications, and it can also be found on your monthly statement.
We aim to improve our mobile app continually so that it offers our latest features to help you get the most from your account. You can view your purchases, make payments and set up, change or cancel Direct Debits, manage your cards, update your details and much more. The service is available 24 hours a day, 365 days a year, so you can manage your account at times convenient to you.
You can request these at any time while your account is open. Just give our customer services team a call on 0333 220 2691.*
If you’re an existing Aqua cardholder and you’d like to opt-out of receiving marketing from us, you can log in to your Online Account Manager or the mobile app and update your marketing preferences in the ‘account settings’ section, under ‘contact preferences’.If you don’t have an Aqua card and you’d prefer not to hear from us, please fill out a form on www.aquacard.co.uk/opt-out or call us on 0333 220 2691* and we’ll make sure that your details are removed from our database. If you’d like your details to be removed from postal mailings in general, we suggest that you register this preference with the Mailing Preference Service at www.mpsonline.org.ukWe’ll update our systems with your preference straight away, but please be aware that for a few weeks you may receive marketing that is already in production.
If you have signed up for eStatements, you may also receive some notices electronically via your Online Account Manager. We may also send notices by post.If you get paper statements, notices will be sent in the post.
Statements & payments
When you set up your Direct Debit through your Online Account Manager or in your Aqua app, we will tell you if it will be ready in time for your upcoming payment due date. If it isn't, we will ask you to make a manual payment to cover your upcoming payment due date. Your Direct Debit will be ready to take a payment the following month. Please be aware, if your account has had no activity for over 13 months, your bank may cancel the Direct Debit and you will need to set it up again.
As a Aqua Mastercard customer, you can choose a monthly payment date to suit you, which will determine when your statement is sent. You can change this up to three times a year.
You'll find this on your statement. There's a section called 'Your interest rates' which lists the rates that apply to your Aqua Mastercard.
It’s a good idea to keep your balance under 95% of your credit limit. For example, if your credit limit is £1000, try to stay below £950.
It’s important to remember that it’s not just things you buy with your credit card that can take you over your credit limit. Interest and charges can also mount up if they’re applied to your balance.
Also, when you use your credit card to buy something, the payment may not clear straight away. For example, if you buy clothes online the payment may only clear once your parcel’s been dispatched. This type of charge could take you over your credit limit when you weren’t expecting it.
If you register for our free alerts, we’ll send you a message when you’re getting close to your credit limit.
If you do go over your credit limit you may be charged a £12 fee, which you’ll see on your next statement.
It’s important to remember that it’s not just things you buy with your credit card that can take you over your credit limit. Interest and charges can also mount up if they’re applied to your balance.
Also, when you use your credit card to buy something, the payment may not clear straight away. For example, if you buy clothes online the payment may only clear once your parcel’s been dispatched. This type of charge could take you over your credit limit when you weren’t expecting it.
If you register for our free alerts, we’ll send you a message when you’re getting close to your credit limit.
If you do go over your credit limit you may be charged a £12 fee, which you’ll see on your next statement.
Third party access
Following changes to the law in 2018, you can allow an authorised Third Party Provider (TPP) to have access to your online account. These TPPs, sometimes known as Account Information Service Providers, offer functions such as being able to view all your bank and credit accounts from a single app or website. You can only use a TPP once you have registered for Online Account Manager with us. We will then give the TPP access to your account information only. They will be able to see your recent transactions and outstanding balance, but they will not be permitted to change any of your preferences or Direct Debit information.While it is generally not advised you give anyone your security details used for logging in, a TPP may ask for them if it is necessary. All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator), so you must check that it is permitted by law to provide you with the expected services. The TPP should also agree with you that any sensitive or security details you provide will be stored securely and only used for the purposes you authorise.If you give your security details to an unauthorised TPP, we will assume it is you authorising us to allow access to your account. If we become aware that an unauthorised third party is using your security details, we will block access to your account.
Updating your details
If you’d like to change how your name is shown on your card, please send us a copy of a certified document such as a marriage certificate, divorce certificate or deed poll. You should post this to Aqua Customer Services - PO BOX 173 - Sheffield - S98 1JWPlease include your account number and full address, along with your previous and new signatures.Please note: without all this information, we won’t be able to change your name.Once we’ve reviewed and accepted the information, we’ll complete the change.At this point we’ll cancel your existing card and send you a new one in the post.So you can keep using your card while you wait, we suggest you add your current card to your digital wallet. We’ll switch the details over for you as soon as the new card is created, so you won’t have any downtime while you wait for your new card to arrive.
Data Subject Access Request
As part of the UK implementation of the general data protection regulation (UK GDPR), you’re able to request a copy of the information we hold on you and/or your account.
This is called a data subject access request (DSAR), and we’re required to respond to it within one calendar month.
The information we hold on individuals can be sensitive. So, if you make a DSAR, you may need to provide further information confirming that you’re the individual whose personal data you’re requesting.
Quite a lot of the information we hold is easy for you to access without making a formal request and waiting a month to get it.
This is called a data subject access request (DSAR), and we’re required to respond to it within one calendar month.
The information we hold on individuals can be sensitive. So, if you make a DSAR, you may need to provide further information confirming that you’re the individual whose personal data you’re requesting.
Quite a lot of the information we hold is easy for you to access without making a formal request and waiting a month to get it.
There are several ways to ask for a copy of the information we hold about you:
Post: NewDay, PO Box 700, Leeds, LS99 2BD
Phone: 0330 838 0181
Chat: if you have an account with us, log in to your Online Account Manager or app and use the chat feature to get in touch.
To help make sure you get your data within a calendar month, include the following with your request:
Post: NewDay, PO Box 700, Leeds, LS99 2BD
Phone: 0330 838 0181
Chat: if you have an account with us, log in to your Online Account Manager or app and use the chat feature to get in touch.
To help make sure you get your data within a calendar month, include the following with your request:
- Name on the account or application (this must be the name of the requester)
- Email address associated with the account or application
- Addresses associated with the account – past and present
- Account number (please never include your card number)
- Details of which personal information you want to request
If you send us a data subject access request (DSAR) for a copy of your personal information, you’ll normally receive the data within one calendar month. However, if your request is complex or you haven’t provided the details we need, it may take a bit longer – as set out in the Information Commissioner's Office (ICO) guidelines.
Once we’ve gathered the data you need, we’ll email it to you through our secure portal, Egress. You’ll receive a notification email from Egress, which will contain a link to view the data. You’ll be asked to create an account, to protect access to your personal information. Please keep in mind that the email may go into your spam folder.
If you need to receive the information by post or in braille/large print instead, we can arrange that on request – but it may take longer to reach you.
Once we’ve gathered the data you need, we’ll email it to you through our secure portal, Egress. You’ll receive a notification email from Egress, which will contain a link to view the data. You’ll be asked to create an account, to protect access to your personal information. Please keep in mind that the email may go into your spam folder.
If you need to receive the information by post or in braille/large print instead, we can arrange that on request – but it may take longer to reach you.
We’ll make every effort to complete your request in full within a calendar month, as set out in the Information Commissioner's Office (ICO) guidelines.
If it’s been more than a calendar month since you requested your information and you haven’t yet received it, please check your email inbox and spam folder for an email from ‘Egress’. This will contain a link to view your information in a secure portal.
If you haven’t received this email – and provided you didn’t ask us to send the information by post – please get in touch with us.
If you asked to receive the information by post, please allow a week for the postal services to deliver it to you.
If it’s been more than a calendar month since you requested your information and you haven’t yet received it, please check your email inbox and spam folder for an email from ‘Egress’. This will contain a link to view your information in a secure portal.
If you haven’t received this email – and provided you didn’t ask us to send the information by post – please get in touch with us.
If you asked to receive the information by post, please allow a week for the postal services to deliver it to you.