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.
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This is the email address you have on your online account with us. Unless you've changed it on your online account, this is the email address you used when you created your online account with us.

We also sent you a welcome email confirming your details to this address when you created your online account.

If you can't remember, we can help with that. Go to the log in page, select "Forgot email address or password?" and follow the steps.

If you can't remember, we can help with that. Go to the log in page, select "Forgot email address or password?" and follow the steps.

You chose your password when you created your online account. If you’ve forgotten your password, changing it is easy. Click here and enter the email address that you used to create your online account. We will then send you an email with instructions on how to change your password.

As a reminder, you chose your password when you created your online account with us. When creating your password, we asked you to follow the following rules: 

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

There are a number of reasons you may not have been able to log in:

- You have used the wrong email address. Please see the "Which email address do I use?" section above for more information

- You have used the wrong password. Please see the "I've forgotten my password" section above for more information

- You've tried to log in with incorrect details too many times. To protect your account, you'll need to reset your password before you can log in. 

   Go to the log in page and select ‘Forgot your password?’

- You do not currently have an online account with us. You can create an online account with us here

- Has your agreement ended? You can't use this service if your agreement ended more than six years ago. Please get in touch for further help and support

- We may not be able to provide an online service for your account at the current time. Please get in touch for further help and support

Once you have set up an online account with us and logged in, a list of your Black Horse agreements will be shown to you. You can then click on the agreement you wish to view.

​​​​​​​To switch agreements, you will need to log out and then log in again. 

If you think someone else might be accessing your online account, you can change your password. Or for further help and support, please get in touch.

Some browsers have the option to remember your log in details. If you would like to do this, please follow your browser's instructions.

You can read our full accessibility guidance for information on how to get support. 

You can create an online account with us here

There are certain reasons why this could be. If you do need help and support managing your account, please get in touch

You may have tried to log in with incorrect details too many times. To protect your account, you'll need to reset your password.

If you still need help and support, please get in touch

If the email address has an error, such as a spelling mistake, please log in with that email address and change it when you log in. Select the profile button on the top right of the screen and you’ll see the option to change your email address.

If you think someone else might be logging into your account, please get in touch for log in support.

If this happens, first try to resend the code. Check your phone has enough signal to receive the text.

If that doesn’t work, the mobile number linked to your account might be wrong. Please get in touch for log in support.

There are a couple of reasons why this may have happened:

  • Did your code expire? You have 10 minutes to enter the code we sent to you by text message. Please try to verify your identity again
  • Did you enter an incorrect passcode? If this could have happened, please try to verify your identity again
  • The mobile number we have for you is incorrect
  • There isn’t a mobile number registered to your account. We use this to verify your identity 

If you need log in support, 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 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.

You can get started by clicking here


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

​​​​​​​- Are you a new customer? Wait two 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)

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   

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

Money worries

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

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. 

Managing your account FAQs

Need to add a new phone number? Need help requesting a statement or changing your payment day? Topics include support creating an online account and help with log in problems.

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.