If the information you’re looking for wasn’t covered by our other ‘Customer Help’ pages, you may find it here:
How do I get my PIN?
How do I get through to an advisor if I don’t have my card number?
See the shortcuts for our automated phone service for the options to select.
How can I avoid paying to contact you?
The most convenient and completely free way to service your account is via Online Servicing, which is our online account management system, available 24/7. It provides access to most of your account information and allows you to action many of the account requests you’d normally make over the phone. Most of our customers find this the best way to manage their account.
Why have funds been taken from my account when the transaction was cancelled/declined by the merchant?
This is a pending transaction. A ‘pending transaction’ puts money to one side from the cash that’s in your account. Everything you pay for using your card starts off as a pending transaction and usually becomes authorised for payment within two calendar days. There are three main times when it might take longer for a transaction to become authorised:
- Something you’ve paid for or money you’ve withdrawn has been authorised for payment, but hasn’t been taken from your account yet, for example, a monthly trade magazine subscription
- ‘Reserved’ funds requested by some places you use your card. For example, when checking in, some hotels take your Cashplus Business card details for an ‘authorisation transaction’ that reserves enough money to cover your bill
- ‘Voids’. For example, when you change your mind about something you’ve bought and the store refunds it, or if a payment has been duplicated, it may take a few days for it to clear from your account
You can view your pending transactions in Online Servicing.
Why can’t my additional cardholders see the account balance?
Only the primary cardholder has access to this information online in order to protect your account from unauthorised use. However, it’s possible to arrange for a cardholder or employee to be authorised to call and discuss the account. To do this, the primary cardholder should call Customer Services on 0330 024 0924♦ and request an ‘Authorisation to discuss Account letter’.
Can you tell me which one of my additional cardholders made a particular transaction?
You can view this in Online Servicing in the Account Statement section. You can also download your transaction history in CSV format and filter all data by cardholder.
How do I close my account?
Please contact us to ask us to close your account, either by calling us or writing to us at: Customer Services, PO BOX 466, Salford, M50 2XU.
Once all transactions have been deducted (please allow 10 days for this) along with any fees that are due, the remaining money will be returned to you, minus a cancellation fee of £10 (where applicable).