Frequently Asked Questions
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. What should I do?
Your PIN is sent out separately from your card so you should receive it within the next few days. If you don’t, 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 at any cash machine where you see the ‘PIN services’ option. Just insert your Aqua card and follow the instructions on screen. Any PIN change comes into effect immediately for both purchases and cash withdrawals.
I have forgotten my PIN. What should I do?
Just call customer services on 0333 220 2691* and we’ll send you a reminder by post.
I want to buy something on the internet but have been asked for my card security code (CSC). What is this?
Your CSC (which is sometimes called a CVV or CVC) is the last three digits that appear in the signature panel on the back of your card. You'll generally only need it when you're paying for something on the telephone or 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?
Your Aqua credit card is a Mastercard, which means it’s accepted in more than 36 million places and over 600,000 cashpoints 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. 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’m abroad?
At Aqua we help our customers whenever and wherever we can. As soon as you realise that your card is missing, please call us immediately on +44 113 244 8986. 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 and yes. You can use your Aqua credit card anywhere 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 5% (minimum £4) 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 out up to £300 a day, depending on your credit limit. Please remember that a fee of £5 or (4% of the amount, whichever is higher) will be applied to each cash transaction and interest will be charged from the date the transaction is added to your account (usually the next working day). Both of these could take you over your credit limit, so please be mindful of this and keep an eye on your balance.
Can I request a copy of my terms and conditions?
Yes, you can request them at any time while your account is open. Just give our customer services a call on 0333 220 2691*.
What is a preauthorised transaction? And what happens if I enter one?
There are some transactions where the final price can still be unknown when you agree to it. When you book a hotel or hire a car, for example. When this happens the retailer will try to make sure you have enough money by reserving, or blocking, funds in your account. This is called a preauthorised transaction and results in your available balance going down without any money coming out of your account. It is not classed as a transaction.
Please note we’ll only block funds if you have authorised the exact amount to be blocked with the retailer.
Once we’re made aware of the actual transaction value, we’ll release the funds from your account.
*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.