Frequently Asked Questions
COVID-19: Supporting our customers
We want to reassure our customers that we are here to help them during this time. On this page, you will find information about ways to manage your account, how to contact us, what to do if you are worried about making payments, and detail on further support.
Worried about payments?
We know this may be a difficult time. If you are worried about making payments, we are here for you. We have a team of specialists who can look at your options and find the best way we can help. If you need to speak to a member of the team, please contact us.
Information about COVID-19 and your finances is also available on the FCA’s website.
The quickest way to manage your account
We expect that wait times to speak with us will be longer than usual. The easiest and fastest way to view your transactions, make a payment, view your PIN or manage your account is through Online Account Manager or your Aqua App. These services are available 24/7 and provide you with instant access to your account and a range of other services.
We recommend that all customers register for Online Account Manager or download the App. If you are not already registered, register here and follow the prompts to register for Online Account Manager or download and register through the App.
If you need to speak or chat with us
We expect that wait times to speak with us will be longer than usual and we may need to reduce the services we can provide through our call centre over the coming days. So, we recommend managing your account through Online Account Manager or through the Aqua App. Through the App, you can also access our Chat service, where you can ask questions for automated responses or chat with a member of the team.
If you do need to speak with us, please contact us. For the wellbeing of our colleagues, we have reduced our call hours, but you can fully manage your account through our phone system, Online Account Manager and the App outside of these hours.
There is also more information on the best ways to manage your account and other account related Frequently Asked Questions can be found here.
Staying safe online
We know that fraudsters or cyber criminals are even more active during this time. Please always remember that we will never ask you for your PIN or personal details by email or SMS. If you suspect you have fallen victim to online fraud, please contact us immediately on 0330 838 0180.
More information: COVID-19 FAQs
What do I do if I cannot make upcoming payments
If you are worried about making payments, we are here for you. We have a team of specialists who can look at your options and find the best way we can help. If you need to speak to a member of the team, please call us on please contact us.
What can I do through Online Account Manager or the App?
Online Account Manager and the App provide you with 24/7 instant access to your account where you can:
• Check your balance and make payments
• View transactions and statements
• Set-up or make changes to your Direct Debit
• Report your card lost or stolen
• View your PIN
I have cancelled my upcoming holiday because of the COVID-19 outbreak. What advice do you have?
We recommend you contact the company that you booked your travel with to see if you can rearrange your holiday or can obtain a refund. If this is not an option, connect with your travel insurance provider, ATOL or ABTA.
If, after contacting your travel company and insurance provider, you have not been able to agree a solution, you may be protected if your booking was made using one of our Credit Cards (see the ‘Can you make a claim against us where you have a claim against a supplier?’ section of your Credit Card Agreement for further details). Call contact us and have your booking receipt to hand, if possible, to discuss.
- What do I do if I cannot make upcoming payments
*Calls to 03 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.
Our lines are open six days a week, 8am to 6pm Mon-Fri, 9-4pm Sat. We are closed on Sunday. Calls may be recorded or monitored for training and security purposes and to help us manage your account.