Log in FAQs

Here you will find some of the most Frequently Asked Questions (FAQs) our customers ask about logging into their online account. If you can't find what you are looking for, please get in touch.

​​​​​​​Creating an online account FAQs

Here you will find some of the most Frequently Asked Questions (FAQs) our customers ask when creating an online account with us. If you cannot find what you are looking for, please get in touch.

  • There are many benefits of creating an online account, including:

    • 24/7 access to your agreement information.
    • Make a payment or get a settlement quote online.
    • Change payment date.
    • View your past and future payments and other transactions.
    • Keep your account details updated.

    Creating an online account takes two minutes and is easy to do. All we need is your name, date of birth and an email address. Create your online account now

  • Creating an online account takes two minutes and is easy to do. All we need is your name and date of birth to find your agreement.

    We will then verify who you are by sending you a text message or you can answer some security questions.

    Finally, you need to provide us with an email address and a password which you will need to log into your account. Your online account will then be created, and you will be able to log in straight away.

    Create your online account now

  • If we can't find an agreement with your details, there will be a few possible reasons:

    • ​​​​​​​Are you a new customer? Wait five working days from the date you took ownership of your vehicle before creating your online account
    • If you have moved, we will need to update the details we have for you before you create an online account. Please get in touch so we can sort this out
    • You may have entered the incorrect details. Please check the details you are entering and try again. If you are still having trouble, please get in touch for help and support
    • If your agreement is registered in the name of a business, please get in touch for help and support with this type of agreement
    • Has your agreement ended? You can't use this service if your agreement ended more than six years. If you need help and support, please get in touch
  • We need to confirm who you are, to prevent someone unauthorised from accessing your account and to keep your information safe.

    We will do this by sending you a One Time Passcode (OTP) via text message.

    If you don't have a mobile phone, you will be able to answer a small number of security questions. To do this we work with a Credit Reference Agency to ask you a few questions only you should know the answers to. This is called an identity search.

    ​​​​​​​The identity search is based on public and private information that the Credit Reference Agency has for you. A record will be retained by the Credit Reference Agency but will only be visible to you. It will have no impact on your credit rating. 

  • You can also confirm your identity by answering some security questions. To do this we work with a Credit Reference Agency to ask you a few questions only you should know the answers to. This is called an identity search.

    ​​​​​​​The identity search is based on public and private information that the Credit Reference Agency has for you. A record will be retained by the Credit Reference Agency but will only be visible to you. It will have no impact on your credit rating. 

  • This could be down to a few reasons:

    • The mobile number we have for you is incorrect
    • The passcode may have been entered wrongly
    • Your passcode has expired (the code we send you expires in 10 minutes)

    You can click the resend code link to try again, but before you do, please check we have the right mobile number for you.

    If that doesn't work, click "Back to authentication options" and select 'Verify by the security questions'. If you are still having trouble or have already tried this, please get in touch for help and support. 

  • This is to keep your online account secure and to stop anyone that shouldn't have access to your online account. 

  • We want you to create a password that is safe and secure and not easy for anyone else to remember. To help with this we have set some rules that your password should follow.

    Your Password must: 

    • Contain at least 8 characters
    • Contain at least one uppercase letter
    • Contain at least one lowercase letter
    • Contain at least one number   

    To improve the security of your password, it should also include a special character. 

  • Your email address is used to:

    • Log into your online account ​
    • Get emails when you make changes on your account, such as making a payment ​
    • Access your online account if you forget your password​
    • Get alerts when there are new letters and statements to view in your inbox. This applies if you have chosen to go paperless

    You can change the email address you have your account with us by logging into your online account. Go to the profile icon at the top and select the pencil icon next to your email address. You will then be taken to a page to change your email address.​

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Managing your account FAQs

Need to add a new phone number? Need help requesting a statement or changing your payment day?

Other topics include support creating an online account and help with log in problems.

Managing your online account

Your agreement FAQs

If you have a question about managing your agreement with us, this article will help.

Topics covered: during my agreement, looking after my vehicle and end of agreement.

Your agreement with us

Make a payment FAQs ​​​

Looking for ways to pay? Need support getting a settlement amount? 

Find answers to the most frequently asked questions about payments. 

Get help

Get in touch

We provide a lot of advice and support on our dedicated Help pages.

However, we’re here if you need to speak to us.

Get in touch

Complaints

If there's a problem with our products or service, let us know and we'll try to solve it as quickly as possible.

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