I'm struggling with my repayments. What should I do?

If you’ve missed a loan repayment or are about to, the best thing you can do is to contact us. There are things we can do to try and get you back on track. For example, we can chat about setting up a payment plan until you’re in a better place. It’s always better to take action early – the sooner you speak to us, the sooner we can minimise the impact on your credit file.

Why am I seeing a blank screen when trying to make a repayment?

We’re aware that some customers are having a problem when trying to make repayments on their loan or credit card. If you’re getting stuck on a blank page after submitting all of your payment details, this is likely due to an issue with something known as 3DS verification. What is 3DS verification 3DS verification is a system that card issuers have in place on their side to help authorise payments and is not something that we can control. What to do if this happens to you If you’ve experienced this, we’re sorry for the inconvenience **as your payment will most likely not have gone through. ** If this is the case, here are a few tips on how to get around the issue: Check your connection. Having poor signal or weak WiFi could be causing the verification page not to load Check 3DS is enabled on the card you’re trying to make a payment on. You may be able to do this in your bank’s app or by contacting your bank If neither of these apply and you still need to make a repayment you could: Try to make the payment again using a different bank card if you have one Make your payment by bank transfer

How do I change or cancel my automatic payment amount?

You can do this in the Zopa app. Here's how: Changing your automatic payment To change your automatic payment, you’ll need to cancel your existing one, and then set up a new automatic payment. Cancelling your automatic payment Open the Zopa app and click the Credit Card tab. Click on the ‘Manage auto-pay’ icon. Click Cancel automatic payment. After this is done, you can set up your new automatic payment if you want to Remember, if you cancel your automatic payment without adding a new one, you’ll still need to make your monthly payments for your Zopa Credit Card. You can do this by paying with debit card or by bank transfer each month.

My account is blocked, how do I unblock it?

If you enter your PIN incorrectly three times in a row, your Credit Card will be blocked and you won’t be able to use it. Don’t worry though. If this happens to you, you can get your card working again using the ‘unblock PIN’ functionality in the app. Here’s how to do it: Open the Zopa app and click the Credit Card tab, then go to My account Once there, click My Card Hit Unblock card then click start whenever you’re ready We’ll send you a verification code by SMS which you’ll need to enter Finally, we’ll just need you to enter your current PIN. If you’ve forgotten your PIN, here’s what you need to do to view it You’re all done, and can use your card again as normal

Who can get a Zopa credit card?

Thanks for considering a Zopa credit card. As a responsible lender, we take several things into account to help us decide if we can offer you a credit card. Here are the main criteria. You'll need to… tell us who you are be over 18 years old be a UK resident with at least 1 year of address history have an income of at least £10,000 per year (before tax) have a credit history that we can see, and a good track record of repaying debt, e.g. utility bills, credit cards have two active lines of credit, such as a phone contract and an overdraft on a current account registered to the UK address you live at Check if you’re eligible for a Zopa credit card.

How do I apply for a Zopa credit card?

Head over to zopa.com/credit-card and click ‘apply online’. The credit card is managed exclusively via the Zopa app – available on iOS or Android* – so you’ll need a smartphone to use the card. We’ll run an eligibility check to see if we can pre-approve you. If we can't offer you a credit card, we’ll tell you at this stage. We’ll have only run a soft search, so there’s no harm to your credit score. Being pre-approved for our credit card means that we’re confident we can say “yes” based on the info you’ve given – we just need to run some final ID and fraud checks. We might ask you to send us documents to prove your identity, income or bank account, it may take a few days to make our final decision, but it's simple to send us any documents online. Once you apply for the card, that’s when we’ll need to run a hard search on your credit file even if you are pre-approved. When all the checks are done, if you’re approved, we’ll send your card within 3-7 working days and then, you’re good to go! *Compatible with Apple smartphones running iOS 11 or higher and smartphones running Android 5.0 Lollipop or higher

What credit searches do you do?

When you’re applying for a credit card with us, we carry out an eligibility check first. If we can't offer you a credit card, we’ll let you know. At this point you've only had a soft credit search (which doesn't affect your credit score) and it's only taken a few minutes of your time to find out. Once you go through to apply for the card and sign your agreements, that’s when we’ll do a hard credit search. We'll still need to do a hard search, even if we've pre-approved you.

What does pre-approved mean?

Being pre-approved for our credit card means that we’re confident we can say “yes”, pending some final ID and fraud checks. We might still ask you to send us documents to prove your identity, income or bank account. This means there is still a chance that your application could be declined, even if you're pre–approved, if you fail these final checks. To see if we can pre-approve you, we’ll only perform a soft search. Soft searches are only visaible to you and not to other lenders. They won't affect your credit score. If you go on to apply for our credit card, that's when we'll perform a hard search - even if we've pre-approved you.

Why do I see “Hmm, we’ve got a technical problem” when I try to apply?

Sorry to hear you're having trouble applying for a credit card with us. If you’re seeing a screen that says “Hmm, we’ve got a technical problem,” there are two possible reasons for this. It could be that you’re having connection issues. The best thing to do is to check your Wi-Fi connection. You should also try using a different browser and a different device. If the problem isn’t due to your internet connection, it will be because some personal details in your credit file are incorrect, so we can’t find it. You’ll need to check your details in your credit file with Credit Reference Agencies (CRAs) such as Equifax or Experian.

When will I find out the result of my credit card application?

We’ll always try to give you an instant decision online. But, if we can’t tell you straight away, we’ll have one or two more steps to do. For example, we may need you to confirm some extra details like your income or identity. If you do need to provide this, it’s quick and easy to do online. We might also need to review your application manually. It all depends on how much information is available in your credit file. Once that's all done, we’ll aim to give you a decision in 2-3 working days.

Why was my application declined?

If we can’t offer you a credit card, for security reasons, we won’t be able to tell you exactly why. There are a few things we look at when we make a decision, including your credit history and your financial situation. Please have a look at the list below, and you might see one or two which could relate to you. We may say no, if: Your existing level of unsecured debt is high There’s not enough information in your credit file Your level of disposable income is low There’s not enough proof that you’ve managed credit well in the past Your credit score is low You've applied for a credit card with us in the past 2 months

If we can't offer you a credit card right now, you’d need to wait 2 months before you can re-apply. If you think you made a mistake on your application form, you can try again at any time.

How do I activate my credit card?

So, your Card’s arrived and you’re ready to start using it. Here’s a simple step-by-step on how to get up and running. Open the Zopa app and click the Credit Card tab, then go to My account Click My card Click Activate Card Enter the info you’re asked for, which you’ll find on the back of your Card, and then it’ll be activated! Alternatively, you can also activate by going to your to-do list and selecting the Activate Card option.

Why is contactless not working?

If it’s your first in-person spend using the Zopa credit card, you’ll need to use Chip and PIN to show it’s you. Afterwards, you’ll be able to use contactless up to £45. If it’s still not working after that, please get in touch by starting a live chat.

Why was my transaction declined?

There are a number of reasons why a transaction might be declined. Here are the list of the most common ones: The transaction amount will go into your Safety Net amount If it’s your first in-person spend, you’ll need to use Chip and PIN to show it’s you – afterwards, you’ll be able to use contactless up to £45 Your account is blocked You’ve not activated your card yet The transaction will take you over your credit limit You’ve entered the wrong card details, such as your PIN, three-digit security number or expiry date You’ve blocked cash withdrawals / gambling in your account preferences We think that the transaction might be fraudulent. To protect our customers from transaction fraud, we may decline transactions that look particularly suspicious, and block the card from further spending If it’s none of the reasons above, please get in touch by starting a live chat.

What is a Safety Net?

Small expenses always seem to pop up. Now the Zopa credit card can help you prepare for them, thanks to your Safety Net. It lets you set aside some of your available credit balance so if an expense crops up that you hadn’t planned for - like a vet bill or a parking ticket - you’ll be able to tap into your Safety Net, instead of dipping into your monthly budget or any savings you have. If you try the feature, don’t forget to leave your feedback in the app to help us to make your experience of it even better. How does it work? Choose your Safety Net amount and we’ll keep that amount separate from your available credit balance We’ll decline any transactions that mean you’ll go into your Safety Net, so you can keep it safe for when you really need it You can edit your Safety Net amount at any time – or switch it off You can also unlock it at any time, if you need to dip into it for an unexpected expense

Can I increase my credit limit?

As a responsible lender, we need to offer a credit limit that we’re confident you can afford to pay back. We’ll look at a range of things over several months when deciding whether to increase your credit limit. If you are eligible for a higher credit limit, we’ll be in touch to ask if you’d like to increase it.

Do you offer balance transfers?

Sorry, you can’t make balance transfers with the Zopa credit card – our card isn’t designed as a balance transfer card. However, you are able to move your balance from your Zopa credit card onto another card.

How do I view/change my PIN?

You can find your Credit Card PIN in the Zopa app. Here’s how: Open the Zopa app and click the Credit Card tab, then go to My account Click the View my PIN icon For security, we’ll ask you to re-enter your app passcode and then send you a one-time SMS verification code which you’ll need to input before you can view your PIN. Voila! You'll be able to view your PIN for a short period of time (we keep it short to help keep your PIN secure) Changing your PIN If you want to change your PIN, you’ll need to visit your nearest cash point that offers a PIN changing service. Head here to find your nearest one: www.visa.com/atmlocator.

How will I receive my credit card PIN?

To help keep your Credit Card details super secure, the PIN for your card won’t be sent through the post. Instead, you’ll be able to view your PIN in the Zopa app when your application is approved. Here’s a quick guide on how to find your PIN in the app.

How do I close my account?

We can close your account just as long as you don’t have an active Zopa loan or money invested with us. Log in to your account here or via the app and send us a message requesting an account closure. You'll need to include the following verification details: Your full name Your date of birth Your email address Your address and postcode Once we’ve closed your account, we’ll pop you an email to confirm.

What’s an automatic payment and how does it work?

With automatic payments, you’ll automatically pay your Zopa credit card account by the due date. It gives you one less thing to worry about each month and helps you to avoid missing a repayment and having to pay a fee. It’s different to a Direct Debit or standing order as it uses your debit card information to take the payment. This payment method is called a Continuous Payment Authority (CPA). You can choose a set amount, £30 for example, or link the payment to your spending so we only charge you for your minimum payment each month or your full statement balance. Every month, we’ll take your automatic payment three days before your due date. If it fails, we’ll let you know and try to take payment again on your due date. If this second attempt is unsuccessful, you’ll need to make your payment another way to make sure you cover at least your minimum payment, otherwise we’ll add a £12 missed payment fee to your account.

Will my automatic payment amount change if I make extra one-off payments during the month?

Yes. We automatically factor this in so you never pay more than you need to. We’ll subtract what you pay from your automatic repayment, whether that’s a set amount or linked to your spending. Here’s an example: You’ve set up an automatic payment to cover your minimum payment. Your minimum payment for the statement period is £10. Before your payment due date, you make a bank transfer payment of £10. In that case, we wouldn’t take your usual automatic payment as it has already been covered. If you ever have any questions about how much your automatic payment will be, our customer services team can help.

If I choose a set amount, will this always stay the same?

There are some situations where your set amount might change. If it’s more than your credit card’s full statement balance, we’ll only charge you enough to cover your statement balance, so in this case your set amount would be less. Here’s an example: You’ve chosen a set amount of £25 but your statement balance for 1st – 31st July is £21.99. So we’ll only take £21.99 from your debit card for your automatic payment. If your set amount is less than your minimum payment, we’ll take your minimum payment amount instead, so you avoid a £12 missed payment fee.

What happens if I miss a payment?

Every month, we’ll take your automatic payment three days before your due date. If it fails, we’ll let you know and try to take payment again on your due date. If this second attempt is unsuccessful, you’ll need to make your payment another way to make sure you cover at least your minimum payment, otherwise we’ll add a £12 missed payment fee to your account. If you fall behind, we’ll cancel your automatic payment and you’ll need to pay this manually each month. It’s really important to get in touch with us if you’re struggling to keep up with your Zopa credit card payments. There are things we can do to try and get you back on track. Missed or late payments are recorded on your credit file, which is what lenders look at when they’re deciding whether to approve you.

What if my automatic payment falls on a weekend or bank holiday?

Don’t worry, that won’t make a difference, we’ll still take your payment as normal on the date you’ve set.

How do I pay my credit card by bank transfer?

To make a bank transfer you’ll need Zopa’s sort code and account number, plus your unique reference number. Here’s how to find those details Open the Zopa app and click the Credit Card tab, then go to My account Click pay by bank transfer You’ll then see all the details you need. Your * reference, starting with a ‘C’, is unique to your account – make sure you include this when doing your bank transfer otherwise the payment won’t go through*. How long does it take? It normally takes about half an hour for the money to be applied to your account. When it goes through, you’ll be able to see this in your app. If you haven’t included your reference when you do a transfer, the payment will automatically be sent back to your bank account, but it may take a while for you to see this reflected in your account. If you have any trouble with this, the best way to contact us is on chat.

How can I change my automatic payment date?

To request a change to your automatic payment date, all you need to do is head over to the Zopa app and follow these steps: Open the Zopa app and click the Credit Card tab, then go to My account Hit Payments Select Payment date Click Request payment date change and you’ll be guided through the steps. We’ll then notify you as soon as possible with the result of your request A few important things to remember: If you have an automatic payment set up, the day that your automatic payment will be attempted is called your payment date. This is different from your due date, which is the date you need to make your payment by to avoid being charged a missed payment fee. The payment date is 3 days before your due date. We do this just in case your automatic payment fails and we need to retry. It also gives you time to make a manual payment and avoid being charged a fee. Your new payment date will take effect once you receive your next statement.

Where can I find information about my APR, interest and fees?

All this info is available for you in the Zopa app. To find it, follow the steps below. Open the Zopa app and click the Credit Card tab, then go to My account Hit Limits, Fees & APR And there you have it, all the info you need on your APR, interest and fees is at your fingertips

What fees do you charge?

We charge two fees – a missed payment fee of £12 if you don’t make your minimum monthly payment on time, and a cash withdrawal fee of £3 for each cash withdrawal from an ATM. It’s really important to talk to us if you’ve missed a payment for your Zopa credit card or are worried you might. There are things we can do to try and get you back on track. Missed or late payments are recorded on your credit file, which is what lenders look at when they’re deciding whether to approve you.

How do base rate changes affect me?

The interest rate of your Zopa credit card is linked to the BoE’s base rate. If that rate goes up or down, we’ll change your interest rate by the same amount. However, we ignore any changes to the base rate when they occur below 0.5%. This means that if the rate was to change from 0.1% to 0.4%, it would have no impact on your credit card’s rate. The scenarios below should give you an idea of how this works: Scenario 1 You have an interest rate of 34.9% which was set when the base rate was 0.1%. The Bank of England has announced it will increase the rate up to 0.5%. In this scenario, we wouldn’t change your rate as we ignore all changes where the old and new rate are 0.5% or lower. Scenario 2 You have an interest rate of 30% which was set when the base rate was 0.1%. The Bank of England has announced it will increase the rate up to 1.2%. In this scenario, we’ll change your interest rate to 30.7% as the base rate is now 0.7% above the 0.5% baseline that we use. Scenario 3 You have an interest rate of 34.9% which was set when the base rate was 1.5%. The Bank of England has announced it will decrease the rate down to 0.2%. In this scenario, we’ll change your interest rate to 33.9% as the base rate is now below 0.5%. We’ll ignore any change below 0.5%, therefore the base rate is 1% lower than when you took out the card.

What is the Bank of England base rate?

The Bank of England (BoE) sets a base rate for the UK which most lenders use to guide their interest rates. You can see the current Bank of England base rate here.

How will you let me know if you’re going to change my interest rate?

When the Bank of England announces a change to the base rate that affects your interest rate, we’ll apply this to your account within 20 working days. Once this is done, we’ll let you know your new rate in the next credit card statement we send you.

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Find answers to our most frequently asked questions.

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Paying your bill

I'm struggling with my repayments. What should I do?
Why am I seeing a blank screen when trying to make a repayment?
How do I change or cancel my automatic payment amount? 
My account is blocked, how do I unblock it?
Who can get a Zopa credit card?
How do I apply for a Zopa credit card?
What credit searches do you do?
What does pre-approved mean?
Why do I see “Hmm, we’ve got a technical problem” when I try to apply?
When will I find out the result of my credit card application?
Why was my application declined?
When can I re-apply?
How do I activate my credit card?
Why is contactless not working?
Why was my transaction declined?
What is a Safety Net?
Can I increase my credit limit?
Do you offer balance transfers?
How do I view/change my PIN?
How will I receive my credit card PIN?
How do I close my account?
What’s an automatic payment and how does it work?
Will my automatic payment amount change if I make extra one-off payments during the month?
If I choose a set amount, will this always stay the same?
What happens if I miss a payment?
What if my automatic payment falls on a weekend or bank holiday?
How do I pay my credit card by bank transfer?
How can I change my automatic payment date?
Where can I find information about my APR, interest and fees?
What fees do you charge?
How do base rate changes affect me?
What is the Bank of England base rate?
How will you let me know if you’re going to change my interest rate?

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