Find help and support
Simply pick a topic and look for the answer to your question.
Your online account
Accessing your account
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You can manage your account in the Aqua Mastercard app or in your Online Account Manager. If you are not already registered go to https://portal.newdaycards.com/Aqua/register. Your actual card details will not be displayed.
Account security & settings
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No, if you close your account you cannot re-open it. You would need to apply for a new account.
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To update your contact preferences or personal details you'll need to activate your card first. If you're a new customer, your card will be with you within 7-10 days of your application being accepted. To activate visit activate.
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If you are an existing customer and you'd like to opt-out of receiving marketing from us, visit account settings where you can update your preferences at any time. We will still contact you to service your account.
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To close your account, please visit account settings. If you close your account and still have a balance, you will need to continue to make at least your contractual minimum payments until you have cleared your balance. If you have a credit balance on your account, contact us to arrange repayment.
App settings
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There is no need to sign out of the mobile app. Closing or exiting the app will automatically sign you out.
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For iPhones and iPads
- Go to ‘settings’ on your device and tap ‘notifications’
- Select the Aqua app
- Check that ‘allow notifications’ is switched on, so it’s coloured green, and set your notification preferences
- That’s it – you’re all set to get notifications for your eStatements
- Go to ‘settings’ and tap ‘apps'
- Select the Aqua app
- Select ‘notifications’
- Check that the ‘allow notifications’ toggle switch is on
Basic information
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Registering for your Online Account Manager allows you to take control of your account whenever and wherever you can get online. Head to login and follow the onscreen instructions. Remember, you'll need your card or account number to hand. We have sent your account number in your welcome communications, and it can also be found on your monthly statement.
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If you have signed up for eStatements, you may receive some notices electronically via your Online Account Manager. We may also send notices by post.If you get paper statements, notices will be sent in the post.
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We aim to improve our mobile app continually so that it offers our latest features to help you get the most from your account. You can view your purchases, make payments and set up, change or cancel Direct Debits, manage your cards, update your details and much more. The service is available 24 hours a day, 365 days a year, so you can manage your account at times convenient to you.
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Simply follow the instructions on the login page to get a reminder of your username.
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You would have created a password and passcode when you first registered for Online Account Manager. If you have forgotten these, click Password or Passcode Reset on the login page.
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The Online Account Manager has plenty of features to help you get the most from your account. You can view your purchases, make payments and manage your Direct Debits, manage your contact details and much more. The service is available 24 hours a day, 365 days a year, so you can manage your account at times convenient to you.
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You can request these at any time while your account is open. Just give our customer services team a call on 0333 220 2691.*
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If you’re an existing Aqua cardholder and you’d like to opt-out of receiving marketing from us, you can log in to your Online Account Manager or the mobile app and update your marketing preferences in the ‘account settings’ section, under ‘contact preferences’.If you don’t have an Aqua card and you’d prefer not to hear from us, please call us on 0333 220 2691* or email dpofficer@newday.co.uk 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.ukWe’ll update our systems with your preference straight away, but please be aware that for a few weeks you may receive marketing that is already in production.
Direct Debit
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Setting up a Direct Debit can take up to six working days from the date you tell us to set one up.
When you set up your Direct Debit, we'll let you know if it'll be in place for your next collection date.
When you set up your Direct Debit, we'll let you know if it'll be in place for your next collection date.
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Once we’ve set up your Direct Debit, we’ll send you an email or SMS the next working day letting you know that your Advance Notice document and Direct Debit guarantee are available in your Online Account Manager.
These documents give you more information about your Direct Debit. If you haven’t given us an email or mobile number, we’ll post them to you.
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.
These documents give you more information about your Direct Debit. If you haven’t given us an email or mobile number, we’ll post them to you.
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.
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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.
Making payments
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The quickest and easiest way to change your payment method or Direct Debit details is through your mobile app or Online Account Manager. Visit Direct Debit to add, review or make changes.
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You can find out when your payment is due on your monthly statement, in your mobile app or Online Account Manager. Just take a look at the summary on the first page of your statement.
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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.
Managing your account online
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The Aqua Mastercard app and Online Account Manager 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 and view your PIN.
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Registering for your Online Account Manager allows you to take control of your account whenever and wherever you can get online. Head to login and follow the onscreen instructions. Remember, you'll need your card or account number to hand. We have sent your account number in your welcome communications, and it can also be found on your monthly statement.
Statements & payments
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When you set up your Direct Debit through your Online Account Manager or in your Aqua app, 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 to make 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, if your account has had no activity for over 13 months, your bank may cancel the Direct Debit and you will need to set it up again.
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Yes, you can make a payment towards your outstanding balance at any time. Just make sure that you make at least the contractual minimum payment each month. You also need to ensure any arrears or overlimit amounts are paid immediately.
Your payment must reach us by the due date shown on your statement. If you pay by Direct Debit, any additional payments you make before your collection date may also reduce your Direct Debit. Learn more about how additional payments affect your Direct Debit.
Your payment must reach us by the due date shown on your statement. If you pay by Direct Debit, any additional payments you make before your collection date may also reduce your Direct Debit. Learn more about how additional payments affect your Direct Debit.
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As a Aqua Mastercard customer, you can choose a monthly payment date to suit you, which will determine when your statement is sent. You can change this up to three times a year.
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You'll find this on your statement. There's a section called 'Your interest rates' which lists the rates that apply to your Aqua Mastercard.
Third party access
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Following changes to the law in 2018, you can allow an authorised Third Party Provider (TPP) to have access to your online account. These TPPs, sometimes known as Account Information Service Providers, offer functions such as being able to view all your bank and credit accounts from a single app or website. You can only use a TPP once you have registered for Online Account Manager with us. We will then give the TPP access to your account information only. They will be able to see your recent transactions and outstanding balance, but they will not be permitted to change any of your preferences or Direct Debit information.While it is generally not advised you give anyone your security details used for logging in, a TPP may ask for them if it is necessary. All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator), so you must check that it is permitted by law to provide you with the expected services. The TPP should also agree with you that any sensitive or security details you provide will be stored securely and only used for the purposes you authorise.If you give your security details to an unauthorised TPP, we will assume it is you authorising us to allow 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.
Transactions & statements
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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, ATOL or ABTA 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). Visit the Transactions page to raise with us and have your booking receipt to hand, if possible, to discuss.
Updating your details
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Please visit Personal Details in our Aqua Mastercard app or Online Account Manager to change your details. This includes your address, telephone number and email address. Please keep these up-to-date so we have the correct information for your account. You can only change details on your account once you've fully activated your account.
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Please visit Personal Details in our Aqua Mastercard app or Online Account Manager to change your details. This includes your name, address, telephone number and email address. Please keep these up-to-date so we have the correct information for your account. You can only change details on your account once you've fully activated your account.
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If you’d like to change how your name is shown on your card, please send us a copy of a certified document such as a marriage certificate, divorce certificate or deed poll. You should post this to Aqua Customer Services - PO BOX 173 - Sheffield - S98 1JWPlease include your account number and full address, along with your previous and new signatures.Please note: without all this information, we won’t be able to change your name.Once we’ve reviewed and accepted the information, we’ll complete the change.At this point we’ll cancel your existing card and send you a new one in the post.So you can keep using your card while you wait, we suggest you add your current card to your digital wallet. We’ll switch the details over for you as soon as the new card is created, so you won’t have any downtime while you wait for your new card to arrive.
Data Subject Access Request
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As part of the UK implementation of the general data protection regulation (UK GDPR), you’re able to request a copy of the information we hold on you and/or your account.
This is called a data subject access request (DSAR), and we’re required to respond to it within one calendar month.
The information we hold on individuals can be sensitive. So, if you make a DSAR, you may need to provide further information confirming that you’re the individual whose personal data you’re requesting.
Quite a lot of the information we hold is easy for you to access without making a formal request and waiting a month to get it.
This is called a data subject access request (DSAR), and we’re required to respond to it within one calendar month.
The information we hold on individuals can be sensitive. So, if you make a DSAR, you may need to provide further information confirming that you’re the individual whose personal data you’re requesting.
Quite a lot of the information we hold is easy for you to access without making a formal request and waiting a month to get it.
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There are several ways to ask for a copy of the information we hold about you:
Post: NewDay, PO Box 700, Leeds, LS99 2BD
Phone: 0330 838 0181
Chat: if you have an account with us, log in to your Online Account Manager or app and use the chat feature to get in touch.
Email: you can contact our Data Protection Officer at dpofficer@newday.co.uk
To help make sure you get your data within a calendar month, include the following with your request:
Post: NewDay, PO Box 700, Leeds, LS99 2BD
Phone: 0330 838 0181
Chat: if you have an account with us, log in to your Online Account Manager or app and use the chat feature to get in touch.
Email: you can contact our Data Protection Officer at dpofficer@newday.co.uk
To help make sure you get your data within a calendar month, include the following with your request:
- Name on the account or application (this must be the name of the requester)
- Email address associated with the account or application
- Addresses associated with the account – past and present
- Account number (please never include your card number)
- Details of which personal information you want to request
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If you send us a data subject access request (DSAR) for a copy of your personal information, you’ll normally receive the data within one calendar month. However, if your request is complex or you haven’t provided the details we need, it may take a bit longer – as set out in the Information Commissioner's Office (ICO) guidelines.
Once we’ve gathered the data you need, we’ll email it to you through our secure portal, Egress. You’ll receive a notification email from Egress, which will contain a link to view the data. You’ll be asked to create an account, to protect access to your personal information. Please keep in mind that the email may go into your spam folder.
If you need to receive the information by post or in braille/large print instead, we can arrange that on request – but it may take longer to reach you.
Once we’ve gathered the data you need, we’ll email it to you through our secure portal, Egress. You’ll receive a notification email from Egress, which will contain a link to view the data. You’ll be asked to create an account, to protect access to your personal information. Please keep in mind that the email may go into your spam folder.
If you need to receive the information by post or in braille/large print instead, we can arrange that on request – but it may take longer to reach you.
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We’ll make every effort to complete your request in full within a calendar month, as set out in the Information Commissioner's Office (ICO) guidelines.
If it’s been more than a calendar month since you requested your information and you haven’t yet received it, please check your email inbox and spam folder for an email from ‘Egress’. This will contain a link to view your information in a secure portal.
If you haven’t received this email – and provided you didn’t ask us to send the information by post – please get in touch with us.
If you asked to receive the information by post, please allow a week for the postal services to deliver it to you.
If it’s been more than a calendar month since you requested your information and you haven’t yet received it, please check your email inbox and spam folder for an email from ‘Egress’. This will contain a link to view your information in a secure portal.
If you haven’t received this email – and provided you didn’t ask us to send the information by post – please get in touch with us.
If you asked to receive the information by post, please allow a week for the postal services to deliver it to you.
Support needs
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Support Hub is a service provided for free by Experian. You can use it to tell multiple organisations about your support needs – all in one place, without the hassle of contacting them individually.
You’re in control of who sees your information, and you can make changes whenever you need to.
You’re in control of who sees your information, and you can make changes whenever you need to.
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We know that some of our customers need different types of support, like braille statements or language services, so they can use our products and services.
That’s why we’ve made it easy for you to tell us about your needs using the simple Support Hub service. And what’s more, you can let other organisations know at the same time, all in one place.
That’s why we’ve made it easy for you to tell us about your needs using the simple Support Hub service. And what’s more, you can let other organisations know at the same time, all in one place.
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For day-to-day management of your account, there are many things you can do in the app or your Online Account Manager without having to contact us.
If you need to speak to us, our friendly team is here to help. Chat with us quickly and easily in the app, or give us a call on 0330 838 0181.
Find out more about ways to get in touch.
If you need to speak to us, our friendly team is here to help. Chat with us quickly and easily in the app, or give us a call on 0330 838 0181.
Find out more about ways to get in touch.
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You can email supporthub@experian.com or use the ‘contact us’ option on the Support Hub dashboard. The Support Hub team will get back to you as quickly as possible.
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Support Hub is there to give our customers more ways to get the support you need. You’re always welcome to get in touch with us directly, if that works better for you.
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It’s easy to update your needs. Just log in to Support Hub, then choose either ‘add new support needs’ or ‘remove one or more support needs’ from the dashboard.
Alternatively, you can always contact us.
Alternatively, you can always contact us.
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No, Support Hub will never ask you for any account information, like bank account or credit card numbers.
If you’re ever asked for personal details like this, please contact Aqua right away, so we can support you.
If you’re ever asked for personal details like this, please contact Aqua right away, so we can support you.