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Payments & transactions
Additional payments
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With a Direct Debit, you always have the option to make additional payments if it suits you. If you do this four or more working days before your Direct Debit is collected, the amount we take will reduce by the amount you’ve paid. However, any additional payments you make three or fewer working days before your Direct Debit date won’t reduce the amount we collect. This means you may overpay.
Contactless payments
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No, you'll need to use your PIN to do that.
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There are a number of possible reasons why your contactless payments do not go through. For example because your contactless card or the terminal you are using are not working correctly. Also, from time to time we may ask you to enter your PIN to make sure your card is in safe hands and protect you from fraud.If a contactless payment isn’t approved, please try chip & PIN. You should also check that you have not gone over your credit limit. You can check your balance by logging into your Online Account Manager. If you continue to have problems using your contactless card, you can contact 0330 838 0181.
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In the UK, there is no daily limit on the number of contactless payments a customer can make. There is usually a limit of £100 per transaction using contactless. To keep your account secure, every now and then you’ll be asked to enter your PIN again. You must ensure your purchases do not take you over your agreed credit limit. If it does, you may be charged an overlimit fee.
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No. There's no fee for making contactless transactions.
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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.
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.
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Before you can use contactless you will need to make one chip and PIN transaction, after that you can use contactless wherever contactless is accepted. You can make contactless transactions for anything that's £100 or less, you can use chip and PIN for anything above this amount. Contactless transactions are just as secure as chip and PIN.
How payments are allocated
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If you don't pay your balance in full, we'll allocate payments to balances on your statement with the highest interest rates first. There are some exceptions to this, such as if you're paying instalments or are on a PayDown plan. For more information check the 'how do we apply payments to the different balances?' section of your Credit Card Agreement.
Making payments
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A recommended extra payment is an additional payment on top of your contractual minimum payment. We may request this if you are consistently making low payments or incurring fees (which means you may be paying more interest, fees and charges than towards repaying your balance) and we think your account may be at risk of falling into Persistent Debt.
If we add a recommended extra payment in any given month, we'll notify you a month before. The recommended extra payment will be shown on your statement and on your account summary in Online Account Manager and any mobile app.
If we add a recommended extra payment in any given month, we'll notify you a month before. The recommended extra payment will be shown on your statement and on your account summary in Online Account Manager and any mobile app.
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The Financial Conduct Authority requires us to monitor all of 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. This is to help clear your balance faster and ensure your account does not fall in to Persistent Debt.
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No. If you prefer, you can pay your full balance, just the contractual minimum payment, or any 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. By paying the recommended extra payment each month rather than the contractual minimum payment, you will pay your balance off faster and save on interest.
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Making low payments (such as paying only the contractual minimum payment or an amount close to it) and incurring fees is an expensive way to borrow money and it takes longer to repay what you owe. By paying the recommended extra payment each month, you can pay off your balance faster and save money on interest.
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If you have a Direct Debit set up (other than for 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.
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Boosted payments help you clear your balance faster and save on interest. It 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.
- 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.
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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.
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If you have set up a Boosted Payment Direct Debit, you are able to change this at any time in your Online Account Manager or in the mobile app, if you have one.
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The monthly Payment Requested includes your contractual minimum payment and, where shown on your statement/account summary includes:
- any monthly instalment plan payment; and/or
- a recommended extra payment; and/or
- any arrears.
- any monthly instalment plan payment; and/or
- a recommended extra payment; and/or
- any arrears.
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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.
Recommended Extra Payment (REP) – we may add a REP 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.You can pay anytime to help save money on interest. Just be sure to pay at least your contractual minimum payment every month before it's due. And make extra payments when you’re able to. Any payment made before your statement is issued won't count towards the contractual minimum payment.
If you miss a payment, your account will be frozen and the missed payment will be reported to credit reference agencies.
Recommended Extra Payment (REP) – we may add a REP 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.You can pay anytime to help save money on interest. Just be sure to pay at least your contractual minimum payment every month before it's due. And make extra payments when you’re able to. Any payment made before your statement is issued won't count towards the contractual minimum payment.
If you miss a payment, your account will be frozen and the missed payment will be reported to credit reference agencies.
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The most convenient way to make sure you never miss a payment is to set up a Direct Debit. You can set one up or change the amount you pay by visiting Direct Debit in the mobile app or Online Account Manager.
If you prefer to make payments yourself or have a Direct Debit but would like to make additional payments, visit make a payment for more options including Debit Card payments. On your mobile app there is also an option to pay using Pay Online.
If you prefer to make payments yourself or have a Direct Debit but would like to make additional payments, visit make a payment for more options including Debit Card payments. On your mobile app there is also an option to pay using Pay Online.
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If you have not already reached your credit limit and have available credit you can continue using your card.
If you pay using your debit card, it can take up to 2 days for the payment to be applied to your account, and may be longer over Bank Holidays or if you pay by cheque. So if you have reached your credit limit, you should wait for the payment to be applied before you try to use your Aqua card again. You can see if your payment's been applied in your Aqua app.
If you pay using your debit card, it can take up to 2 days for the payment to be applied to your account, and may be longer over Bank Holidays or if you pay by cheque. So if you have reached your credit limit, you should wait for the payment to be applied before you try to use your Aqua card again. You can see if your payment's been applied in your Aqua app.
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If you don't pay your balance in full, we'll allocate payments to balances on your statement with the highest interest rates first. There are some exceptions to this, such as if you're paying instalments or are on a PayDown plan. For more information check the 'how do we apply payments to the different balances?' section of your Credit Card Agreement.
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You can choose a monthly payment date that suits you in your app. Just open your Aqua Mastercard app, select 'More', then 'Change Payment Due Date'. You can change this up to three times a year. You can also chat to us in your app or see the contact us page for other ways to get in touch.
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Yes you can easily set up, change or cancel a Direct Debit at any time. Please visit Direct Debit in your mobile app or Online Account Manager and follow on-screen guides to choose one that's best for you.
Managing a Fixed Direct Debit Plus
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If you have an existing fixed Direct Debit and want to make any changes to the amount we collect, or your bank account details, we will ask you to change to a Fixed Direct Debit Plus. This may mean that we increase the amount we collect if your fixed amount doesn’t cover your payment requested.
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We recommend keeping a close eye on your statement and Online Account Manager each month to check the amount we will collect (remember the amount we collect will change if your fixed amount doesn’t cover your payment requested). We will also notify you when a recommended extra payment has been added to your statement. You can also set up alerts at any time via the Online Account Manager to let you know when your payment is due.
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You choose a fixed amount which we will collect every month however if it doesn’t cover your payment requested including any optional recommended extra payment (when shown on your statement), we will collect that amount unless you tell us you do not want to pay the recommended extra payment that month.For example:Payment requested = £70 (made up of contractual minimum payment of £50 and a recommended extra payment of £20)
- If your chosen fixed amount is more than £70, we will collect your fixed amount.
- If your chosen fixed amount is less than £70, we will collect £70.
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We recommend keeping a close eye on your statement and Online Account Manager each month to check the amount we will collect (remember the amount we collect will change if your fixed amount doesn’t cover your payment requested). We will also notify you when a recommended extra payment has been added to your statement. You can also set up alerts at any time via the Online Account Manager to let you know when your payment is due.
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Your arrears and instalments will always be collected as part of your Fixed Direct Debit Plus.
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If you have an existing fixed Direct Debit and want to make any changes to the amount we collect, or your bank account details, we will ask you to change to a Fixed Direct Debit Plus. This may mean that we increase the amount we collect if your fixed amount doesn’t cover your payment requested.
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If you pay by Fixed Direct Debit Plus and have opted out of paying a recommended extra payment, we will collect your chosen fixed amount. However, if your chosen fixed amount does not cover your contractual minimum payment, we will increase the amount we collect to cover your contractual minimum payment.For example: Contractual minimum payment = £50
- If your chosen fixed amount is more than £50, we will collect your fixed amount.
- If your chosen fixed amount is less than £50, we will collect £50.
Persistent debt PayDown Plan
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Your contractual minimum payment is your PayDown Plan amount plus twice the amount of interest and fees on any balance not in the PayDown Plan. This ensures you're always paying back faster and keep your account out of persistent debt.
Postal address for card payments
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Our address is:
Aqua Customer Services - PO BOX 173 - Sheffield - S98 1JW
It will take up to seven working days for us to receive post and we do not accept cash payments.
Aqua Customer Services - PO BOX 173 - Sheffield - S98 1JW
It will take up to seven working days for us to receive post and we do not accept cash payments.
Preauthorised transactions
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There are some transactions where the final price can still be unknown when you agree to it. When you book a hotel or hire a car, for example. When this happens the retailer will try to make sure you have enough money by reserving, or blocking, funds in your account. This is called a preauthorised transaction and results in your available balance going down without any money coming out of your account. It is not classed as a transaction.
Only the exact amount you have authorised will be blocked with the retailer. Once the retailer confirms the final transaction value with NewDay, the money will be released from your Aqua card to the retailer.
Only the exact amount you have authorised will be blocked with the retailer. Once the retailer confirms the final transaction value with NewDay, the money will be released from your Aqua card to the retailer.
Using your card abroad
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You can use your card overseas but only as a chip and PIN card as the contactless functionality cannot be used abroad.
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You can see more information about Mastercard exchange rates by visiting https://www.mastercard.com/global/currencyconversionIf your transaction is converted by the Retailer/Merchant or ATM operator, Mastercard foreign exchange rates will not apply. This will usually occur when you select to pay in sterling (GBP) as opposed to the currency of the retailer/merchant or ATM.The rates used in our calculator reflect the latest rates we hold - this is updated each working day.Please note that when transactions are applied to your account there may be a difference in time between when the transaction is authorised (generally the day you make the transaction) and when it is charged (which may be several working days later). Therefore rates shown here may not match those used when the transaction is applied to your account. You can check your statement to view the exchange rate that was used for a specific transaction and the value of any fee charged.
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Yes, you can use your Aqua Mastercard everywhere you see the Mastercard logo. Each time you use your card abroad, you'll be charged a foreign exchange fee as your transaction will be in a different currency. This fee will be recorded on your statement as a separate charge. For further details, check your card's terms and conditions.
Problems with transactions
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There are a number of reasons why you may be having a problem with a purchase or other transaction on your account, for example:
- Not recognising a transaction that you can see on your account
- Not receiving your cash from a cash machine
- Multiple charges on your account for the same transaction
- Additional charges that you were not expecting being added to your account (for example when hiring a car or booking a hotel)
- Charges on your account when the transaction was declined
- Charges on your account for a regular payment you have cancelled (e.g. TV package, magazine, gym membership)
- Not receiving a refund that you were expecting
- Not receiving the goods or services that you have ordered
- Not receiving the goods or services that you were expecting
- the goods or services that you have received; or
- goods or services you have not received; or
- you are still paying even though you have cancelled; or
- you have not received an expected refund;
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We can help you sort this out, log into your Online Account Manager and let us know what has happened. Doing this online is the quickest and easiest way for you to get this resolved, it only takes a few minutes.Once you have logged into your Online Account Manager, go to ‘Transactions & Statements’ and select and expand the transaction that is the problem. Once you have expanded the transaction you will see the option ‘Raise Dispute’. Once you have selected this just follow the instructions to submit your request.We will ask you to provide some details about the issue and may ask you to provide some evidence to back this up.We will send this information to Mastercard who will review the issue.You will only need to contact us if you have an issue with part of the transaction, for example you have not received all of the goods you have ordered.You should also contact us if you suspect fraudulent activity on your account, you can get further help and support by visiting our fraud prevention help page.
Google Pay
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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).
You can find more information here:
https://support.google.com/pay/answer/7643995?hl=en&ref_topic=7625138
You can find more information here:
https://support.google.com/pay/answer/7643995?hl=en&ref_topic=7625138
A.
The easiest way to add your Aqua card to Google Pay is via the Aqua app, if you haven’t already, download it today from Google Play. Once in the app, follow these instructions to add your card to Google Pay:
- In the ‘my card’ tab select ‘add Card to Google Pay’
- Open the Google Pay app
- Open the 'payment' tab
- Select ‘+ payment method’
- Follow the instructions to add your card to your Google Pay app
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Open your Google Pay app and drag the card to the front.
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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.
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.
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Google Pay doesn’t send your real card number to the merchant – instead a single-use virtual account number is assigned. Your Aqua card details aren’t stored on your device and your phone must be unlocked for all payments over £45.
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No, if you’ve gone over your limit or missed a payment, your card won’t work on Google Pay.
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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 aren’t limited to a specific amount.
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If your phone has been lost or stolen, or compromised in any other way, you’ll need to call our Contact Centre on 0333 220 2691* immediately to disable your card in Google Pay. You can use Find My Device to lock it, using 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 won’t be disabled if you request to only disable Google Pay.
https://www.google.com/android/find.
You can then secure it with a new password, or erase your personal data. Your physical card won’t be disabled if you request to only disable Google Pay.
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After reporting your card lost or stolen, your new physical card will be sent in the post. Your card in your Google Pay wallet will be immediately linked to this new physical card. This means you can still spend via Google Pay while you wait for your new card to arrive.
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Google Pay can be used anywhere you see the Google Pay or Contactless icons around the world.
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Yes, Google Pay can be used anywhere you see the Google Pay or Contactless icons.
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Yes, additional cardholders can add their card to their Google Pay.
Apple Pay
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- 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.
The easiest way to add your Aqua card to Apple Pay is in the Aqua app. If you haven’t already, download it today from the App Store. Once in the app, follow these instructions to add your card to Apple Pay:
- In the ‘my card’ tab select ‘add to Apple Wallet’
- 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’
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Open your Wallet app and drag the card to the front.
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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.
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.
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Apple Pay doesn’t send your real card number to the merchant –instead a unique code is assigned. Your Aqua card details aren’t 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.
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No, if you’ve gone over your limit or missed a payment your card won’t work on Apple Pay.
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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 aren’t limited to a specific amount.
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If your phone has been lost or stolen, or compromised in any other way, you’ll need to call our Contact Centre on 0333 220 2691* immediately to disable your card in Apple Pay. You can use Find My iPhone to set your device in ‘lost mode’ using 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 won’t be disabled if you request to only disable Apple Pay.
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After reporting your card lost or stolen, your new physical card will be sent in the post. Your card in your Apple Pay wallet will be immediately linked to this new physical card. This means you can still spend via Apple Pay while you wait for your new card to arrive.
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Apple Pay can be used anywhere you see the Apple Pay or Contactless icons around the world.
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Yes, Apple Pay can be used anywhere you see the Apple Pay or Contactless icons.
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Yes, additional cardholders can add their card to their Apple Pay.
Trusted Retailers
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It’s a personalised list of the retailers you frequently shop at online with your card.Add your favourite eligible retailers to your Trusted Retailers List so that you can skip our extra security checks, such as One Time Passcodes (OTPs) sent to your mobile, whenever you shop at these retailers online, unless we need to check it’s you. It’s still highly secure: your purchases will continue to be protected by our security and fraud systems and we’ll still check it’s you, if we need to.Your Trusted Retailer List will keep your online shopping simple, fast and secure.
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You can set it up though your Aqua Mastercard app or Online Account Manager.
- Simply open your Aqua Mastercard app or Online Account Manager. Don’t have the app or Online Account Manager? You can download the Aqua Mastercard app and register by following the prompts. You can also register for Online Account Manager here.
- Go to Account Settings, then Trusted Retailers List.
- Add your eligible retailers and enjoy the benefits the next time you shop with your card online.
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Yes, even without our extra security checks we will still verify you in the background with our security and fraud protection systems. If we need to, we’ll apply our extra security checks, such as a One-Time Passcodes (OTPs) sent to your mobile, to check it’s you making the purchase.
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You can manage your Trusted Retailer List via your Aqua Mastercard app or in your Online Account Manager.
- Simply open your Aqua Mastercard app or Online Account Manager. Don’t have the app or Online Account Manager? You can download the Aqua Mastercard app and register by following the prompts. You can also register for Online Account Manager here.
- Go to ‘Account Settings’ and select ‘Trusted Retailers List’, here you can add, remove or manage your retailers.
- If you have eligible retailers to add to your Trusted Retailer List, select ‘Add Trusted Retailers’ and the next time you shop, you’ll speed through their checkout.
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Adding your favourite eligible retailers to your Trusted Retailers List means you’ll skip our extra security checks whenever you shop at these retailers, unless we need to check it’s you. The advantages include:
- It’s easy and saves time: You won’t have to pass our extra security checks, leaving you to enjoy a simple and faster checkout experience.
- Secure and protected: Your purchases will continue to be monitored and protected by our security and fraud systems. From time to time, we’ll still check it’s you, if we need to.
- Manage it all online: You can add and remove your eligible retailers quickly and securely through the app or Online Account Manager, so you’re always in control.
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No, your additional cardholder will not have their own Trusted Retailer List. You can however extend your own Trusted Retailer List to benefit your additional cardholders. You can do this online in the app or Online Account Manager - see the FAQ on ‘How do I add, remove or manage on my Trusted Retailer List’ above for more information.
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This could be because an intermediary acts on behalf of the retailer. If you have any doubts about a transaction, please contact Customer Services immediately, by visiting the Contact us section from the help menu, so that we can investigate this for you.
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Your Trusted Retailer List is an optional service, you do not need to use it.If you have previously added retailers to your Trusted Retailers List, you can remove or change your preferences in your Online Account Manager or via your Aqua Mastercard app. Removing retailers will mean we may need to apply our extra security checks every time you shop at these retailers online.