Managing your account FAQs


Here we answer the most frequently asked questions our customers ask about managing their online account with us. If you can't find what you are looking for, please get in touch.
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My personal details

Your personal details can be found in your profile. Log into your online account and click the profile button on the top right of your screen. You will be able to see the phone number(s) and address we have stored for you.

Log into your online account and click on the profile button at the top right of your screen to see the personal details we have stored for you. To change your phone numbers, simply click the pencil icon next to your phone numbers and follow the instructions.

Log into your online account and click on the profile button at the top right of your screen to see the personal details we have stored for you. To change your address, simply click the pencil icon next to your phone numbers and follow the instructions. 

Log into your online account and click on the profile button at the top right of your screen to change your current password. Simply click the pencil icon next to the 'change my password' section and follow the instructions.

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.​


What do I use my email address for? ​


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

To log off your online account, click on the profile button at the top right of your screen and select 'Log out'.

Navigating my online account 

To make a payment, log into your online account and:

  • Click the 'Make a payment' link on the homepage, or

  • Click 'Payments' on the menu. 


Both will take you to the 'Payments' page where you can follow the instructions to make a payment. As part of the payment process, you will be taken to our partner website Verifone to make your payment. To learn more about the types of payments you can make, please read our Make a payment FAQs.

To set up or manage your Direct Debit, log into your online account and:

  • Click the 'Make a payment' link on the homepage, or

  • Click 'Payments' on the menu. 

Both will take you to the 'Payments' page where you can follow the instructions to set up or change a Direct Debit. ​​​​​​​To learn more about the payments you can make, please read our Make a payment FAQs.  

            

To settle your agreement, log into your online account and:

  • Click the 'Get a settlement amount' button on the homepage, or

  • Click 'Settlements' on the menu. 

Both will take you to 'Settle my agreement' where you can follow the instructions to get a settlement quote. To learn more about settlements, please read our Make a payment FAQs.

 

To make an overpayment, log in to your online account and:

  • Click the 'Make a payment' link on the homepage, or

  • Click 'Payments' on the menu. 

  • Both of these will take you to the 'Payments' page where you can follow the instructions to make an overpayment. To learn more about overpaying, please read our Make a payment FAQs.


Yes, you can change your payment day online. Go to your account homepage where you’ll see the option to ‘Change payment day’. 


Hire Purchase customers can change their payment day once every 12 months. Personal Contract Purchase customers can change their payment day once during their agreement. 


If you need more support, please get in touch and we may be able to help you. 


Have you taken a payment holiday? This may have changed your payment day. 

Changing your payment day may mean you have to pay an extra amount.  
 
The daily interest you would have been charged between your old and new payment day will be added to your agreement.   


For example, if your payment day is the 10th of the month and you move this to the 15th, you will need to pay the extra 5 days’ interest.  
 
This amount is paid at the end of your agreement. 

To view the payments and transactions on your account, log into your online account and:

  • Click the 'View transactions' link on the homepage, or

  • Click 'Transactions' on the menu. 

Both will take you to the 'Transactions' page where you can view the payments and transactions on your account.

​​​​​​​We will also send you an annual statement. This will list all your transactions, fees, and charges for the previous year. 

All your transactions are available to view on your online account. However, if you need a paper statement, we can send that to the address we have stored for you*.

​​​​​​​You can request a paper statement in the 'Transactions' section of your online account. Click ‘Transactions’ in the menu and then ‘Post me a statement’.  

The inbox is a new service on your online account where your letters and statements are stored securely. We'll still send them by post, but you will now be able to access your inbox at any time to view your letters and statements.​​

You can choose to get your letters and statements sent to your inbox instead of by post*.​​

*There are some exceptions to this. Please see 'Will I get any letters by post if I go paperless?'. ​

When you're logged in to your account, click the envelope icon on the top right on your screen. ​

  • Click on a message to view it. Messages will be shown as read once you’ve viewed or downloaded the PDF
  • We suggest that you save or print your statements, terms and conditions, letters, and documents for your records. See 'How do I download a letter or statement?' below
  • We’ll never change any messages in your inbox, but we might send you updated versions of some documents
  • The documents we send you are correct at the time of sending. To stay up-to-date please check you’ve read and agree with everything we send you
  • You can't delete messages from your inbox, but you can archive them once they’ve been read

Letters and statements can be viewed or saved as PDFs.​​

To download a letter or statement, you'll need to:​​

  • Click the title of the message to open it​

  • Select 'View letter or statement'​

Your letters and statements are securely stored in your inbox. After you've downloaded your letter or statement, you will need to make sure you keep them safe. Do not download and save documents on a shared device.​

Your inbox is an important feature of your online account. If you haven't chosen to go paperless, you will continue to get your letters and statements by post.​

You can change your letter and statement preferences at any time. Simply log into your online account and click 'Change letter/statement preferences' on your profile settings.​

You'll see a screen that tells you your letter and statement preferences have been changed.

Your letters and statements will be stored in your inbox for up to six years after your agreement ends. For more information about how we store your information, please see our Privacy Policy.​

Your statement usually takes up to one working day to arrive in your online inbox and up to five working days to arrive by post.​

Understanding my account

You may be comparing it to the finance amount when you took out the agreement which does not include the interest amount. The outstanding balance figure we show includes any interest and might also include fees and charges you have incurred during the agreement's lifetime. If you would like to discuss this further, please get in touch

You will need to make a payment as soon as possible. 

​​​​​​​If you’re experiencing money worries, it’s important you get help and support as soon as possible. We have a dedicated service to help you as well as information on third parties who can provide support. Learn more about money worries help and support

Your arrears amount includes any fees or charges. It will also include the extra amount due if you have taken a payment holiday. 

If you fail to make payments on time, it may cost more or be more difficult for you to borrow money in the future.  

You may incur fees and charges if you do not follow the terms of your agreement. Some examples are late or missed payments. Please refer to your agreement document for details of the fees and charges you could incur.  

​​​​​​​If you are still unsure or need further help, please get in touch

​​​​​​​Your arrears amount includes any fees or charges. It will also include the extra amount due if you have taken a payment holiday.

If you have missed any payments, you may have more payments left than shown. ​  

If you have a PCP (Personal Contract Plan) agreement with us, the 'Optional final payment' amount is the final amount paid to us if you choose to keep the vehicle/goods at the end of your agreement. 

Annual percentage rate (APR) is a measure designed to help you compare credit products. It gives you an indication of the overall cost of the borrowing, taking into account interest, annual compounding and fees. The APR and total charge for credit assume that you make all Repayments on time. 

Flat rate calculation takes the balance financed and multiplies this by an interest rate for each year of the agreement.  

Go Paperless FAQs

  • Get letters and statements faster
  • View your letters and statements at any time
  • Manage your letters and statements securely in one place
  • Help reduce paper waste. We'll share them as PDFs in your inbox
  • Get email alerts when there's new letters and statements to view
  • We'll send an email to tell you when there are new documents to view in your inbox​
  • You’ll get your statements and most of your letters online instead of by post​
  • We'll send them to your inbox ​
  • Your documents will be stored in your inbox for 6 years after your agreement ends​

Log into your online account and click the envelope icon on the top right on your screen. ​

  • Click on a message to view it. Messages will be shown as read once you’ve viewed or downloaded the PDF​
  • We suggest that you save or print your statements, terms and conditions, letters, and documents for your records. See 'How do I download a letter or statement?' below​
  • We’ll never change any messages in your inbox, but we might send you updated versions of some documents​
  • The documents we send you are correct at the time of sending. To stay up-to-date please check you’ve read and agree with everything we send you​
  • You can't delete messages from your inbox, but you can archive them once they’ve been read​

Letters and statements can be viewed or saved as PDFs.​​

To download a letter or statement, you'll need to:​​

  • Click the title of the message to open it​
  • Select 'View letter or statement'​

Your letters and statements are securely stored in your inbox. After you've downloaded your letter or statement, you will need to make sure you keep them safe. Do not download and save documents on a shared device.​

Simply log into your online account and click 'Change letter/statement preferences' on your profile settings. You'll have the option to set your letter and statement preferences for each agreement.

We may not be able to send all your documents online, or it may not be appropriate to do so. We'll make sure these are still posted to you.​

We'll use the email address that we have on the online account for you.​

Yes, you can change the email address you use to get alerts. Simply log in, go to the profile icon at the top and select the pencil icon next to your email address.

You will see a screen that tells you your letter and statement preferences have been changed.​

Your letters and statements will be stored in your inbox for up to six years after your agreement ends. For more information about how we store your information, please see our Privacy Policy.​

The inbox launched 2 December 2021, and you can only see letters and statements sent from that date. If you need to view a letter or statement that was sent before that, please get in touch to discuss if there's any options to support you.​

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 in touch 

We provide a lot of advice and support on our dedicated Help Centre. However, we’re here if you need to speak to us. 

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. 

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. 

Money worries ​​​​​​​

Whatever life throws at you, we’re here to help. Get support with money worries.