Frequently Asked Questions

A: Fluid credit card was created to give you greater control of your credit card balances by keeping everything in one place through Fluid balance transfers – Our Fluid balance transfer offer gives you the time to plan and manage your payments.

Find out more about the Fluid card

A: Your balance transfer must be made within the first 60 days of account opening to take advantage of the offer. Standard rate balance transfers can be completed after the end of the offer period.

A: All balance transfers must be made by the primary card holder. Secondary cardholders are not able to complete balance transfers.

A: Yes, the credit card you are transferring the balance from must not be expired and must be fully activated. If this is not the case, please get in touch with the provider of the credit card you would like to make the transfer from.

A: Yes, you will be charged interest on purchases and cash withdrawals at your standard rates. Balance transfers can affect your interest free period for purchases. If you do not pay your balance transfer off in full because you want to take advantage of the 0% offer, you will be carrying a balance on your account from month to month. If you carry an outstanding balance, you'll be charged interest on any new purchases straight away. Once you clear your balance in full (including your balance transfer), you'll go back to having an interest free period.

A: Before you apply for your card, make sure you:

• are over 18 with a permanent address in the UK
• haven't been registered bankrupt in the past 18 months
• haven't got any bankruptcy proceedings against you
• have a current UK bank or building society account
• haven't received a county court judgement in the past 12 months
• haven't opened an aqua card and/or marbles card and/or an opus card in the past 12 months
• have a mobile phone number

A: Unfortunately, we cannot accept your application if you're unemployed.

You can still apply if you:

• work part-time
• work full-time
• are self-employed

A: Yes, you can apply.

It doesn't matter if you've been refused credit in the past, at Fluid we'll take a close look at your situation to see if we can give you the credit you need and can afford.

You will find out quickly how likely you are to be accepted once you decide to apply through our FastCheck service – this has no impact to your credit rating.

Check your eligibility with FastCheck now

A: Yes, you can.

At Fluid we'll take a close look at your situation to see if we can give you the credit you need and can afford.

You will find out quickly how likely you are to be accepted once you decide to apply through our FastCheck service – this has no impact to your credit rating.

Check your eligibility with FastCheck now

A: Apply online

It's quick and easy and you'll get a response in minutes. Just remember that you must be aged 18 or over and resident in the UK for us to consider your application.

Find out more on what you need before you apply by clicking on the question "What do I need to know before I apply for a Fluid card?" below.

Apply by post

If you've got a paper application form you can either:

• Visit the web address shown at the top of the form and apply online for a quicker response.
• Fill in the form (make sure you include all the information we ask for), then read, sign and date the credit agreement on the other side.

Send it to:

Fluid Card Applications
PO Box 276
Sheffield
S98 1RN

A: We think it's a good idea to wait until your personal situation changes so that you have a better chance of being accepted.

You can see how your credit status is improving by accessing your credit report – visit Money Advice Service and find out more on how you can access your credit report.

However, if you still want to find out how likely you are to be accepted for a Fluid card you can do so by going to the Home page of our website and click on FastCheck – this has no impact to your credit rating.

Check your eligibility with FastCheck now

A: Once we've approved your application we'll send out your credit card. Please allow up to 14 days for it to get to you.

If you've been waiting longer than this, please call our customer services team on 0333 414 1090*.

A: You can request a copy of your Terms & Conditions at any time whilst your account is open – to do so please contact Customer Services on 0333 414 1090*.

A: When you enter into a credit agreement with us, you explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you.

Please note that this does not affect any rights and obligations you or we have under the Data Protection Legislation and you may withdraw this consent by closing your account. If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes as set out in our Privacy Notice.

A: To activate your Fluid card, follow these 3 simple steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select Card Activation from the "My Card" menu header.
3. Add in your 16 digit card number and then press activate.

If not registered for Online Account Manager, it's easy to sign up. You can also call us on 0333 414 1090*.

A: For safety, we send your PIN out separately to your card.

If you've received your Fluid card, not your PIN, and it doesn't arrive in the next couple of days, log in to your account and go to "View my PIN" on the My card menu header.

If not registered for Online Account Manager, you can also call us on 0333 414 1090*.

A: To change your PIN, go to any cash machine offering PIN services. Put in your Fluid card and follow the instructions.

If you change your PIN, you can use your card as normal the same day. (You don't have to wait until the next day to use it.)

Please note that when we sent you your PIN, we also sent you instructions about how to change it and keep it safe.

A: Follow these 2 simple steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select View my PIN from the "My Card" menu header.

You can also call us on 0333 414 1090* and we'll send you a reminder in the post.

A: Your security code is the last three digits that appear on the back of your card, in the top right hand corner of the panel your signature is in – often mentioned as CV2 or CVV.

Normally you'll be asked for this number only when you're paying for something over the telephone or on the web.

Never give away your security code (or your card number, for that matter) if you're not sure who's asking you for it.

A: Yes! You'll find your Fluid card is accepted wherever you see the Mastercard logo – currently 36 million places worldwide.

Every time you use your card abroad you'll be charged a foreign exchange fee. This is because your transaction is in a different currency.

We add this fee to the amount of your purchase. So the total amount you see on your statement will include the transaction amount, plus the foreign exchange fee for that transaction.

To find out more about the foreign exchange fee you'll be charged by clicking here or take a look at your card's Terms & Conditions.

A: Yes. But please note that when you withdraw cash using your card, you will be charged interest – interest is charged from the date the cash withdrawal appears on the account. Additionally there is a cash withdrawal fee.

For more details, click here or take a look at your card's Terms & Conditions.

Please note that there's a daily cash limit of £300.

A: To transfer a balance follow these 3 simple steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select the Balance Transfer option.
3. Tell us how much you want to transfer, providing the details of the card you wish to transfer the balance from and we will do the rest.

Please note that: It normally takes three hours for a Balance Transfer to be completed, depending on the processing times and type of payment process employed by your bank. Outside of working days or after 3pm on working days, and on Bank Holidays and weekends, your Balance Transfer will be processed on the next working day.

Find out more about balance transfer

A: It's simple. To transfer money from your Fluid credit card to your personal bank account, follow these steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select the Money Transfer option.
3. Tell us where you'd like to transfer the money – we need the account number and sort code for a UK account in your name.
4. Tell us how much you'd like to transfer – we'll do the rest.

A: With a balance transfer, you move what you owe from another UK credit card to your Fluid credit card.

Please note that: You cannot transfer balances from store cards or any other card provided by NewDay.

With a money transfer, you move money from your Fluid credit card to your bank account.

A: Follow these 3 simple steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select "Additional Cardholders" from the "My Card" menu header.
3. Then add the new card holder's details.

If not registered for Online Account Manager, you can also call us on 0333 414 1090*.

A: We'll automatically generate a new card for you four to six weeks before your card expires. If your card is about to expire you should receive this soon.

A: Follow these 4 simple steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select "Help and Support" from the "My Card" menu header.
3. Then select "I want to close my account" as a category.
4. Add a reason to submit.

Alternatively, you can close your account by calling us on 0333 414 1090*.

We will generally close your account within 2 working days of you submitting your request. If you have a balance, that will need to be repaid in full before we can close your account.

A: Yes, you can check your spending, make payments and see your statements all in one place with Fluid Online Account Manager.

Haven't registered to manage your account online? Register now.

A: If you are moving address just, follow these 3 simple steps:

1. Login to the Online Account Manager or Fluid app.
2. Once logged in, select "personal details" from the "Message & settings" menu header.
3. Then select edit address, make the changes and press save.

Remember to login and update your new address if you move!

Alternatively, you can let us know about a change of address by calling us on 0333 414 1090* or writing to us at

Customer Services
PO BOX 136
Sheffield
S98 1HB

A: If you are an existing Fluid cardholder and you'd like to opt-out of receiving marketing from us, you can log in to your online portal and update your marketing preferences within the Account Settings section, Contact Preferences. Alternatively, you can call us on 0333 414 1090* and we can make this update for you. We will still contact you to service your account.

If you don't have a Fluid card and you'd prefer not to hear from us, please call us on 0333 414 1090* 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.uk.

We will update our systems with your preference straight away, so you will not be selected in future, but please be aware that you may receive marketing that is already in production, for a few weeks.

*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.

A: Following changes to the law, from 13 January 2018 you can allow an authorised Third Party Provider (TPP) to have access to your online servicing account. These TPPs are sometimes known as Account Information Service Providers and offer such services as the ability for you to look at all your bank and credit card accounts through one Mobile App or Website. You can only use a TPP where you have registered for Online Account Manager.

If you choose to use a TPP, please ensure you understand how their service works, such as how they access your account with us and how they will protect your data.

Please be aware that:

• The Terms & Conditions of your card will still apply.
• We will give the TPP access to your account information only, and in the same way as if you were accessing it directly. For example, they will be able to see your recent transactions and your outstanding balance. The TPP is not permitted to change any of your preferences, direct debit details or any information about you and cannot initiate a payment from your account.
• Although you must not, generally, give the security details you use to log-in to our online service to anyone else, you may give them to a TPP if it is necessary to do so. They should agree with you that they will keep these details safe and will only use them for the purpose(s) you have agreed with them.
• We can refuse to allow a TPP to access your account where we are concerned about unauthorised or fraudulent access by that TPP.
• All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator) and so you must check, from the information that the TPP gives you before you use their services, that the TPP is authorised or otherwise permitted by law to provide such services. If you give your security details to a TPP that is not authorised, we will assume it is you authorising us to give 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.

A:

1. Look for the contactless symbol displayed on the shop's terminal when you're paying.
2. When instructed, touch your card to the card reader. Sometimes this is on the screen; sometimes it's on the side of the reader. (If you're not sure, ask the retailer.)
3. A beep or green light lets you know your payment is being processed.

Sometimes you may be asked to pay by using your PIN instead of making a contactless transaction. This is for extra security, so that we can check the card is still in your hands.

Also, if your card is new or a replacement, your will need to enter your PIN for the first transaction you want to make.

A: Not at all! You can use your PIN if you don't want to make a contactless transaction.

Please note that you can make contactless purchases only up to £30.

A: No, you'll need to use your PIN to do that.

A: Yes. It uses secure encryption technology, just like when you pay using your PIN.

Sometimes you may be asked for your PIN instead of contactless. This is for extra security, so that we can check the card is still in your hands.

If your card is lost or stolen, you must tell us as soon as possible.

A: You can use contactless to pay for anything costing up to £30. Just pay by using your PIN for anything costing more than this.

Contactless payments are just as secure as chip and PIN payments. And they have the same money back guarantee.

A: No. You need to make a one-off payment using your PIN.

A: You can use your Fluid card abroad – but you cannot make a contactless transaction. You'll need to use your PIN every time you buy something abroad.

A: No. There's no fee for making contactless transactions.

A: There are a number of reasons why your contactless transaction might have been declined. For example, it could be that:

• you've exceeded your card credit limit.
• your card may be damaged.
• there's an issue with the retailer's terminal.
• the retailer's terminal is not accepting contactless transactions.
• you are using your card for the first time. In this case you need to enter your PIN for this first transaction.

A: As soon as you realise that your card is missing, call us on 0333 414 1090*.

A: We'll never ask you to supply your personal details in an email.

If you do get a request like this, or you're worried about the content of emails you get from Fluid, call us on 0333 414 1090*.

A: At Fluid, your security is paramount so we keep your details safe by complying with PCI DSS strict guidelines and following industry best practice. You can find out more about PCI DSS by visiting this website.

Our team is on the case 24/7 to monitor account activity and intercept suspicious transactions.

If you're unsure whether a transaction on your statement is genuine, call us on 0333 414 1090* and we'll look into it for you.

You can also do your bit to keep your identity safe from theft:

• Always tell us if you're moving house
• Keep your statements and receipts safe, or get rid of them securely
• Never give your PIN to anyone else, not even one of our customer advisors.

A: If you're unsure whether a transaction on your statement is genuine, or you think someone might be using your card without your permission, call us on 0333 414 1090*.

A: Anyone can become a victim of fraud. But by keeping your details safe and your credit card and PIN secure you can help make it less likely to happen. It's a good idea to check your credit file every now and again – visit Money Advice Service and find out how you can do this. And you should make sure you never give your details to anyone you don't trust. Visit Action Fraud for more about protecting yourself from fraud.

A: At Fluid, your security is paramount so we keep your details safe by complying with PCI DSS strict guidelines and following industry best practice. You can find out more about PCI DSS by visiting this website.

Our team is on the case 24/7 to monitor transactions and prevent fraud. We work with a number of police and security teams to keep you and your details safe – so you can be sure we're looking out for you.

If we suspect that your account is at risk of fraud, we'll call you straight away. We'll never ask for your PIN number or full card number if we phone you. But we may ask you a few security questions so we can be sure we're talking to the right person.

If you think someone might be using your card without your permission, call us on 0333 414 1090*.

A: Our sophisticated fraud tools monitor all transactions and look for unusual behaviour. If we think your card is at risk of fraud, we'll block any transactions you try to make. Mistakes can happen, so call us on 0333 414 1090* if we've got it wrong and we'll put everything right again.

A: In certain instances (e.g. when booking a hotel or hiring a car) the transaction amount may be unknown at the point you authorise the transaction. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction – it results in the relevant amount being deducted from your available balance only (it is not however processed as a transaction).

Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.

We will also release the funds once we are made aware of the actual transaction value.

A: We need you to ensure your mobile number and email address are correct so that you are able to receive one-time passcodes (OTP). To check and update your details, go to your Online Account Manager and select Messages & Settings, Account Settings and Personal Details. Alternatively, login via your iOS or Android mobile app and select More, Account Settings and Personal Details. This also applies to any additional cardholders you may have on your account which can be updated in their section.

A: An OTP is a unique code which will be sent to the mobile number and/or email address registered to your account to authorise certain actions, such as online card purchases and access to your account online. The OTP acts like a key, helping prevent anyone but you from authorising these actions.

Always review the full OTP message you receive, checking it accurately describes the action you have requested. Never share your OTP with another person, not even a Fluid employee. You will not normally be charged for receiving an OTP.

A: PSD2 stands for the second Payment Services Directive. It aims to reduce fraud by requiring credit card issuers, including Fluid, to introduce increased security measures (e.g. one-time passcodes (OTPs)) for certain actions including online card purchases.

A: If we've sent you a new credit card, the card number, expiry date and three-digit security number on the back of it (the 'CVV number') will have changed.

This means that you'll need to update your card details on any regular payments you've set up. You'll also need to update them anywhere else you use them, like on your broadband or pay TV account.

A: Yes, you can ask for your credit limit to be increased (and we will consider your request) or decreased. As a responsible lender, we monitor accounts on an on-going basis to see how you're getting on and consider what is affordable before increasing a credit limit. It's important that you make at least your contractual minimum payment on time every month and keep within your credit limit as this may affect our decision. We recommend that you make at least the Payment Requested shown on your statement each month. We need to see that an account is well managed and payments are made on time over a number of months before we can offer you a credit limit increase. You can reduce your credit limit at any time, simply call Customer Services. You can also choose how you would like us to manage your credit limit preferences.

A: You can do this online using Online Account Manager or by using our automated customer service line. You can choose from one of the following options: Automatically: we will tell you about credit limit increases and activate them automatically unless you tell us not to; Let us know: we'll offer you a credit limit increase but you must contact us to accept it; No Increases: We won't offer you credit limit increases at any time, unless you change your preference.

A: 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 SMS 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.

A: If you go over your agreed credit limit, you’ll need to make a repayment as soon as you can to bring your balance back under your limit.

If your balance stays over your credit limit:

• You may be charged a £12 fee for every month you’re over your limit, plus extra interest
• You won’t be able to use your card until your balance is under your credit limit again
• You’ll lose any promotional rates you had
• We may need to let the credit reference agencies know you’re over your limit, which could affect your credit score

We’re here to support you.

If you’re struggling to make your payments, please chat with our friendly team in the Fluid app. We can look at options for you.

We know that managing money isn’t always easy and sometimes extra help is needed. There are a range of organisations that offer free, independent money guidance and debt advice:

Organisation	Phone	Description
StepChange	0800 138 1111	Debt advice and fee-free debt management
Money Helper	0800 011 3797	Information and tools to help manage your money
Citizens Advice	0808 223 1133	Advice on finances, consumer rights, benefits and more
National Debt Line	0808 808 4000	Debt advice, including specialist advice for self employed

A: Each month you'll receive a statement from us showing where and when you used your Fluid credit card, together with the amounts you spent. You must pay at least the contractual minimum payment every month, which is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount. Credit cards are suitable for short term borrowing and so you should avoid paying only the minimum monthly amount long term. You will also need to pay any arrears or over limit amount, which are due immediately.

A: If you have a balance or have used your card, you should receive a statement every month. If you have a balance and you have not received a statement, please call Customer Services who will be able to help you.

Alternatively, you can register for Online Account Manager, and we will notify you when your next statement is ready to view.

A: To check the amount you need to repay, your credit limit and how much credit you have available, please look at the summary of your account. You'll find it on the first page of your statement or online using your Online Account Manager. It provides a quick overview of your account and shows all of these things. If you have any questions about these, please feel free to call Customer Services.

A: As a Fluid customer, you can enjoy the benefit of changing your monthly payment date to suit you. You can change this up to three times a year.

A: Please call Customer Services and they will be able to help you. There is an admin charge of £5 for duplicate statements.

Alternatively, you can register for Online Account Manager, where you can view your last 6 months' of statements online at any time.

A: You will receive your Fluid credit card statement monthly when you have a balance, or if there is any activity on your account.

A: Each month you'll receive a statement from us showing where and when you used your Fluid credit card, together with the amount you spent. You can choose to pay from a range of options including the full outstanding balance, the Payment Requested, a Boosted Payment or the contractual minimum payment.

You should always try to pay as much as you can afford each month – this will help you clear down your balance faster and save on interest.

A: You can choose from various Direct Debit options including making the Payment Requested on your statement, the Boosted Payment, the full outstanding balance, the contractual minimum payment or a fixed amount (if you set up a Direct Debit for a fixed amount and this is less than the contractual minimum payment (together with any arrears due), this amount will be collected to keep your account up to date). You can set up a Direct Debit via your Online Account Manager in the 'Payment and Transfers' section or through Customer Services team, contact us.

A: You can pay using any of the methods shown on your statement including online using Online Account Manager, using your online or telephone banking, by cheque or by phone – whichever works best for you. Or if you prefer, you can choose from various Direct Debit options including making the payment requested on your statement, a Boosted Payment, the full outstanding balance, your contractual minimum payment or a fixed amount (if you set up a Direct Debit for a fixed amount and this is less than the contractual minimum payment (together with any arrears due), this amount will be collected to keep your account up to date). You can set up a Direct Debit via your Online Account Manager in the 'Payments & Transfers' section. Alternatively, you can call Customer Services.

Please remember that if you cannot make your payments for any reason, please let us know as soon as possible. Please call Customer Service and we will do what we can to help.

A: If you have not already reached your credit limit and have available credit you can continue using your card. If not, please allow up to 7 working days for your payment to clear before you try to use your fluid credit card again.

Usual Payment clearing times:

• Online – 1 working day
• At any bank (using Giro Credit Slip) – 5 working days
• Online and telephone banking – 1 working day
• Post – 7 working days

A: We charge different interest rates according to the different ways you use your fluid credit card, for example the interest rate charged for cash withdrawals is different to the interest rate charged for purchases. If you don't pay your balance in full, we will allocate payments to your balances on your statement with the highest interest rates before balances with lower interest rates. There are some exceptions to this including the way we allocate payments to any instalment or PayDown plan. For further details, please refer to the 'How do we apply payments to different balances?' section in your Credit Card Agreement.

A: If you have a balance on your account, or if there is any activity on your account, you should receive a statement each month. If you don't please call our Customer Services team. You must still make at least your minimum payment by the due date. You can make payments at any point during the month even if you haven't received your statement yet. You can also make more than one payment a month. Just remember to make sure you pay at least the contractual minimum payment each month by the due date shown on your statement.

A: If you cannot make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

If you are struggling with financial difficulties you may benefit from some free and impartial advice. You can contact:

• National Debt Line on 0808 808 4000 or online
• Money Advice Service on 0800 138 7777 or online
• StepChange on 0800 138 1111 or online

A: If you don't make at least the contractual minimum payment by the payment due date, as shown on your statement, you will be charged a late payment fee of £12. We will also report the missed payment to credit reference agencies. This might make it harder and more expensive for you to get credit in the future.

Failing to keep up with your repayments will also result in any promotional offers being withdrawn and you will have to pay the standard purchase rate on these amounts.

Please remember if you can't make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

If you are struggling with financial difficulties you may benefit from some free and impartial advice. You can contact:

• National Debt Line on 0808 808 4000 or online
• Money Advice Service on 0800 138 7777 or online
• StepChange on 0800 138 1111 or online

A: The monthly Payment Requested includes your contractual minimum payment and, where shown on your statement/account summary includes:

• your monthly instalment plan payment; and/or
• a Recommended Extra Payment (see below).

If you had a Direct Debit set up to pay only the contractual minimum payment, we will now collect the full Payment Requested amount unless you contact us and ask us not to. If you don't have a Direct Debit set up, we recommend you pay the full Payment Requested shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

If you have set up a Direct Debit for Boosted Payment, the Payment Requested will show your contractual minimum payment, your Boost amount and any monthly instalment plan payment (where applicable).

Any arrears will also be included in the Payment Requested.

A: A Recommended Extra Payment is an additional payment on top of your contractual minimum payment. We may request this if you are regularly making the contractual minimum payment (or close to it) and we think your account may be at risk of falling into Persistent Debt. When we do, this Recommended Extra Payment will be shown on your statement and on your account summary in Online Account Manager and our mobile app. If you make your payments by Direct Debit (other than a fixed or Boosted Payment Direct Debit) we'll automatically collect the Recommended Extra Payment as part of your Payment Requested, unless you ask us not to by contacting us. You can pay the Payment Requested using the methods shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee. The Recommended Extra Payment may change each month so you should also check your statement.

A: If you have a Direct Debit set up (other than for a fixed amount or a Boosted Payment) we'll automatically collect the Recommended Extra Payment as well as the contractual minimum payment as part of your 'Payment Requested', unless you ask us not to by contacting us. You can pay the Payment Requested using the methods shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

A: No. If you prefer, you can pay your full balance, just the contractual minimum payment, or an amount in between the contractual minimum payment and the full balance. However please keep in mind if you only pay the contractual minimum payment (or close to it) this means it costs you more and takes a long time to repay your debt. If low payments continue for a long period, you may be considered to be in Persistent Debt and we will be in contact to discuss options to help you pay down your debt. If you had a Direct Debit set up to pay only the contractual minimum payment, we will now collect the full Payment Requested amount unless you contact us and ask us not to. If you don't have a Direct Debit set up, we recommend you pay the full Payment Requested shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

A: The FCA requires us to monitor all our customers' accounts to see how they're managing their repayments. If you have only paid the contractual minimum payment (or an amount close to it) on a regular basis, we may suggest that you make a Recommended Extra Payment on top of your contractual minimum payment to avoid your account getting into Persistent Debt and to help clear your balance faster.

A: If you have a Direct Debit, you can ask us not to collect the Recommended Extra Payments by calling us. You can do this for a single month or for all your subsequent monthly payments. If you do not already have a Direct Debit, you can choose how much to pay us each month, provided you pay at least your contractual minimum payment.

A: To help you clear your balance faster and save on interest you can make a Boosted Payment. This will pay your:

• contractual minimum payment (plus any arrears)
• monthly instalment payments, if applicable
• Plus, a Boost Payment, which will vary depending on your balance.

For example, if you had a purchase balance of £1,000 with an interest rate of 39.9% per annum, and you only paid the contractual minimum payment each month, it could take 20 years and 11 months to pay it off. You would pay £2,580 in interest alone. However, if you made a Boosted Payment each month of £71 this could reduce to £640 and you'd pay off your balance in just 6 years and 8 months; assuming you didn't miss any payments, your interest rate does not change and there was no further spend.

You can make Boosted Payments manually online or by calling us or by setting up or amending an existing Direct Debit. If you set up a Direct Debit, the amount will be shown on your statement and your account summary online each month before your Direct Debit is collected.

The Boosted Payment amount may change each month depending on your balance so it is important you check your statement.

A: You can make Boosted payments manually online or by calling our automated customer service line. You can also set up or amend an existing Direct Debit to make Boosted Payments. If you set up a Direct Debit, the amount will be shown on your statement and your account summary online each month before your Direct Debit is collected. The Boosted Payment amount may change each month depending on your balance so it is important you check your statement.

A: You can change an existing Direct Debit anytime by contacting us. An easy way to do this is by using your Online Account Manager or mobile app.

A: Boosted Payment – you are opting to pay a higher amount than the contractual minimum payment each month in order to pay off your balance faster and to save on interest. You can choose this option as your monthly Direct Debit payment or by making manual payments each month. The Boosted Payment amount may change each month depending on your balance. Recommended Extra Payment – we may add a Recommended Extra Payment to your Payment Requested if you are regularly paying only the contractual minimum payment (or close to it) and we think your account may be at risk of falling into Persistent Debt. This optional additional amount will be shown on your statement. If you make your payments by Direct Debit (other than a fixed or Boosted Payment Direct Debit) we'll automatically collect the Recommended Extra Payment as part of your Payment Requested, unless you ask us not to by contacting us.

A: Setting up a Direct Debit can take up to 6 working days (not including, where relevant, the working day on which you request it). When you set up your Direct Debit we will let you know if it will be in place for your next payment due date.

A: When you set your Direct Debit up 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 for 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, your bank may cancel a Direct Debit after 13 months of dormancy.

A: Once you have set up your Direct Debit we will send you an email or SMS the next working day advising that your Advance Notice document and Direct Debit guarantee can be viewed in the Online Account Manager. These documents will also give you further information on your Direct Debit set up. We will post these documents to you if you have not provided us with an email or mobile number.

A: If you make an additional payment, three or more working days before your payment due date your Direct Debit amount will reduce by the amount you have paid. We will send you an alert advising you if your payments have changed your Direct Debit amount through the month.

A: Yes, you can change your Payment Due Date 3 times a year. The change will always be made AFTER your upcoming payment due date. If you wish to change your payment due date please call customer services.

A: Yes, you can now use Apple pay anywhere it is accepted.

A: You can use Apple Pay to make purchases that can be added to an instalment plan. Simply make your purchase using Apple Pay, then log in to your app or Online Account Manager to set up an instalment plan for that transaction.

A:

• iPhone 6 or later
• Apple Watch; requires iPhone 6 or later
• iPad: iPad Pro, 5th generation iPad, iPad Air 2, iPad mini 3 and later
• Mac: Mac 2012 or later with an Apple Pay-enabled iPhone or Apple Watch, Mac models with Touch ID

A full list of Apple Pay compatible devices can be found at: https://support.apple.com/en-us/HT208531

A: The easiest way to add your Fluid card to Apple Pay is via the Fluid app, if you haven't already, download it today from the App Store. Once in the app, follow the following instructions to add your card to Apple Pay:

• In the 'My Card' tab select 'Add to Apple Wallet'

If you don't have the Fluid app, or prefer to add your card directly from the Wallet app:

• For iPhone, open the Wallet app and tap the '+' sign in the top right corner, then follow the instructions to add your card to your wallet
• For Apple Watch, open the Apple Watch app on your iPhone and select 'Wallet & Apple Pay', then tap 'Add Credit or Debit Card'
• For iPad, open Settings, select 'Wallet & Apple Pay', then tap 'Add Credit or Debit Card'
• For MacBook Pro with Touch ID, open System Preferences, select 'Wallet & Apple Pay', then select 'Add Card'

More information can be found at: https://support.apple.com/en-gb/HT204506

A: Open your Wallet app and drag the card to the front.

A: Paying in stores: To pay with Face ID, double-click the side button, glance at your screen, then hold iPhone near the reader. For Touch ID, hold your iPhone near the reader with your finger on Touch ID. On Apple Watch, double-click the side button and hold Apple Watch up to the reader. Paying in apps and on websites: On your iPhone and iPad, select Apple Pay at checkout and complete the payment using Face ID or Touch ID. On your Mac, select Apple Pay and complete the payment using your iPhone or Apple Watch. On MacBook Pro, pay using Touch ID on the Touch Bar.

A: Apple Pay does not send your real card number to the merchant, instead a unique code is assigned. Your Fluid card details are not stored on your device because when you pay using Apple Pay the data is encrypted. Every payment you make requires Touch ID, Face ID or a passcode for added security.

A: You can make payments for any amount so long as your credit limit allows, but some merchants apply a contactless limit of £45. Transactions made in-app and online are not limited to a specific amount.

A: If your phone has been lost or stolen, or compromised in any other way, you will need to call our Contact Centre on 0333 414 1090* immediately to disable your card in Apple Pay. You can use Find My iPhone to set your device in 'Lost Mode' via the following link: https://www.icloud.com/find. You can then secure it with a new password, or erase your personal data. Your physical card will not be disabled if you request to only disable Apple Pay.

A: After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Apple Pay wallet will be immediately linked to your new physical card, allowing you to spend via Apple Pay whilst you wait for your physical card to arrive.

A: Apple Pay can be used anywhere you see the Apple Pay or Contactless icons around the world.

A: Yes, Apple Pay can be used anywhere you see the Apple Pay or Contactless icons.

A: Yes, additional cardholders can add their card to their Apple Pay.

A: You can use Google Pay on most Android™ devices, as long as they run Android KitKat® 4.4 or above and have near-field communication technology (NFC).

More information can be found here: https://support.google.com/pay/answer/7643995?hl=en&ref_topic=7625138

A: The easiest way to add your Fluid card to Google Pay is via the Fluid app, if you haven't already, download it today from Google Play. Once in the app, follow the following instructions to add your card to Google Pay:

• In the 'My Card' tab select 'Add Card to Google Wallet'

If you don't have the Fluid app, or prefer to add your card directly from the Google Pay app:

• Open the Google Pay app
• Open the Payment tab
• Select '+ Payment method'
• Follow the instructions to add your card to your Google Pay app

A: Open your Google Pay app and drag the card to the front.

A: Paying in stores: To pay with Google Pay, wake up your Android phone and hold it near the reader until you see a check mark. Paying in apps and on websites: Select Google Pay at checkout and confirm your purchase.

A: Google Pay does not send your real card number to the merchant, instead a single-use virtual account number is assigned. Your Fluid card details are not stored on your device and your phone is required to be unlocked for all payments over £45.

A: No, if you have gone overlimit or miss a payment your card will not work on Google Pay.

A: You can make payments for any amount so long as your credit limit allows, but some merchants apply a contactless limit of £45. Transactions made in-app and online are not limited to a specific amount.

A: If your phone has been lost or stolen, or compromised in any other way, you will need to call our Contact Centre on 0333 414 1090* immediately to disable your card in Google Pay. You can use Find My Device to lock it, via the following link: https://www.google.com/android/find. You can then secure it with a new password, or erase your personal data. Your physical card will not be disabled if you request to only disable Google Pay.

A: After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Google Pay wallet will be immediately linked to your new physical card, allowing you to spend via Google Pay whilst you wait for your physical card to arrive.

A: Google Pay can be used anywhere you see the Google Pay or Contactless icons around the world.

A: Yes, Google Pay can be used anywhere you see the Google Pay or Contactless icons.

A: Yes, additional cardholders can add their card to their Google Pay.

A: The FCA has considered ways in which credit card customers can avoid long term debt. It has introduced new rules which require us to take steps where customers are in Persistent Debt. From 1 September 2018, we will contact you if over the course of 18 months, you have paid more in interest, fees and charges on your card than you've repaid towards the amount you borrowed. This usually happens when you pay only the contractual minimum payment, or an amount close to it, each month. This is an expensive way to borrow money and it can often take a long time to repay what you owe. We may contact you again 9 months later if you're still in a similar situation. If you are still in Persistent Debt after 36 months, the FCA expects us to take action to ensure that your balance is repaid in a reasonable period. In certain circumstances we may freeze your card until you increase your repayments.

A: The FCA now requires us to monitor your account to check it's not falling into Persistent Debt. If you do, we will contact you to let you know and suggest ways that you can increase your payments. You can still use your card as normal as long as you stay within your credit limit but we won't be able to offer you any credit limit increases. If your account is still in Persistent Debt after 36 months we are required to take additional measures to help you pay off your balance in a reasonable period. In certain circumstances we may need to freeze your card until you increase your repayments.

A: Regularly making payments higher than the contractual minimum payment will help to avoid your account being in Persistent Debt. To help you do this, we have introduced Boosted Payments. This is a variable higher payment which will clear your balance faster and help you save on interest. You can of course make additional payments whenever you choose.

A: The Bank of England Base Rate (also known as Bank Rate) is the interest rate set by the Bank of England.

The Monetary Policy Committee of the Bank of England meets around eight times a year to set Bank Rate; their decision is based on a number of factors, including economic conditions.

The Bank Rate has a direct impact on interest rates generally, so we want to make sure you can clearly see how changes to it affect the interest rates you are charged.

If you'd like to know more about the Bank Rate, go to the Bank of England website

A: The Bank of England Bank Rate can go up or down or stay the same. How it moves will depend on the decision of the Monetary Policy Committee of the Bank of England and their view of a number of factors, including economic conditions. We are creating a direct link between your interest rates and the Bank Rate so that the interest rates you pay will move in line with any changes to Bank Rate. We will always let you know about the change on the next statement you get following any change. If you pay your full outstanding balance in full and on time every month, there will be no change in the amount you pay.

A: The Bank of England controls how much the Base Rate goes up or down. We are creating a direct link between your interest rates and the Base Rate. We will always communicate the change, and you have the option to close your account. The one exception to this is that if the Bank of England Base Rate falls below 0%, the rate will be floored at 0%.

A: We will let you know on the next statement you get from us after the rate has changed. You will get a statement from us (either by post or online) each month that there is any movement on your account. If you would like to view past statements and details of your interest rates, simply log in or register for online account services. If your contact details are not up to date, please let us know. If you have registered for online services, you can do this by logging into your online account servicing and updating them there.

A: We are creating a direct link between your interest rates and the Bank of England Base Rate so that the interest rates you pay will always move in line with any changes to the Bank Rate. We will let you know your new rate on the next statement you get following any change. The exception to this is that we will not reflect any change to Bank Rate if it falls below 0%.

A: We can still make changes to your interest rates for other reasons as we do already. Changes in your interest rates (which can increase or decrease) can be, for example, because there has been a change in your circumstances. Other reasons are set out in your agreement. See "Can we change the cost of borrowing and other terms?"

A: Any promotional rates you have (including instalments) will not be affected by any Bank Rate changes. These rates will stay the same for the length of the promotional period or instalment plan as long as you continue to make on your payments on time and don't go over your credit limit.

A: Any promotional or Purchase Plan rates you have will not be affected by any Bank of England Base Rate changes. Only the standard and cash interest rates will move in line with the Bank of England Base Rate. Your promotional and Purchase Plan rates will remain the same for the amount of time you agreed with us, as long as you continue to pay your balance on time and don't go over your credit limit.

A: Instalment plans are a great way to split the cost of bigger buys – giving you a clear, fixed plan for how and when you'll pay it off. With an instalment plan, you spread the cost of your purchase across equal monthly instalments. This can help you clear your balance faster and save you money on interest compared to just paying your contractual minimum each month.

A: Your app or Online Account Manager will show which purchase transactions, made within the last 10 days, are eligible to be repaid using an instalment plan. You can't set up an instalment plan to repay other types of transactions such as balance transfer or cash.

A: Each month you will need to pay at least your contractual minimum payment, plus your monthly instalment payment. There are no fees to pay, but you will be charged interest at the rate shown when you set up your instalment plan. The interest you owe on the plan will be included in your monthly instalment payment.

A: Payments towards your instalment plan are optional – you won't go into arrears if you choose to pay only your contractual minimum payment. However, your instalment plan will be cancelled, and we'll add the money you still owe to your purchase balance. You'll pay your standard purchase rate of interest on it. Remember that, if you only pay your contractual minimum payment each month, it will take you longer and cost you more to clear your balance. If you can't afford to make the payment and you're experiencing financial difficulties, please speak to Customer Services on 0333 414 1090.

A: No, you don't need to change anything. If your Direct Debit needs to increase (to cover your monthly instalment payment and your contractual minimum) then we'll increase it for you.

A: If your Direct Debit is set to pay your full statement balance, we won't include the instalment plan amount – just your standard purchase balance, plus your monthly instalment payment. For example, let's say you have a £200 standard purchase balance and a £300 instalment plan (split across three equal monthly payments of £100 each). In this scenario, if your Direct Debit were set to pay your full statement balance, we would take £300. i.e. your £200 standard purchase balance plus one monthly instalment payment of £100.

A: You can cancel your instalment plan at any time by logging in to your app or Online Account Manager. And there is no cancellation fee. Any remaining balance on your instalment plan will simply be moved to your purchase balance and charged at your standard purchase rate.

A: No, once your instalment plan has been cancelled, it can't be reinstated.

A: No, while you have an instalment plan set up, you won't be able to make cash transactions of any kind.

A: In addition to withdrawing cash, all of the following are treated as cash transactions:

• Making wire transfers
• Payments to financial organisations e.g., repaying borrowing such as personal loans, car finance, mortgages or Buy Now Pay Later products
• Buying lottery tickets
• Purchasing travel money
• Making investments
• Charitable donations including charity shop purchases

A: Yes, you can set up multiple instalment plans. Your app or Online Account Manager will show which purchase transactions are eligible to be repaid using an instalment plan.

A: Once your instalment plan has been set up, you'll receive a confirmation email. There will be a section in your monthly statement with details of all your current instalment plans. You can also view information on your instalment plans via your app or Online Account Manager.

A: This can happen if it takes us a few days to set up your plan. Interest is calculated daily. So the time gap means you'll have a little less interest to pay than we estimated – lowering your instalment amount.

A: No, the interest rate on your instalment plan is fixed. This means that any change to the interest rates on your account, including changes to the Bank of England Base Rate, won't affect your instalment plan. This ensures that instalments give you a clear, fixed plan for how and when you'll pay off the purchase. Please bear in mind that if your rates decrease and you don't have a promotional rate instalment plan, it may not be beneficial to keep that instalment plan going. When we write to you about a decrease in your rates, we'll let you know that you should consider your options.

A: The Payment Requested will be less than the total of the monthly instalment payment and the contractual minimum payment. This is because your contractual minimum payment is calculated using your full outstanding balance, including the instalment balance. Don't worry, your Payment Requested will be enough to cover your contractual minimum and your monthly instalment payments.

A: Your plan won't be cancelled if your purchase is refunded. You'll need to cancel it yourself (otherwise, your repayments will simply be credited to your account).

A: When you pay more than the Payment Requested in your statement, the additional amount will be first applied to the part of your balance with the highest rate of interest (for example, the cash balance). If your instalment plan balance hasn't been reduced, it's because you have balances that are being charged at a higher rate of interest than your instalment plan.