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

Whether it’s an unexpected expense or the rising cost of living, we understand that sometimes you can end up struggling with your loan or credit card payments through no fault of your own. Here’s what you can do if you find yourself in this situation. Find what’s affordable Using this budgeting tool can help us to work out what level of payment would be affordable for you going forward. By adding your details, we’re able to look for solutions personalised to your individual circumstances. Just hit this link and create an account to get started. Once you’ve completed the form, we’ll be in touch to discuss your options. Talk to us Our specially trained team are on hand to run you through the options available to you. You can find the best way to reach them here, or check out our FAQ for more detail. Others who can help We can’t provide debt advice, but these organisations can. They provide free, impartial advice and support, and can even speak to us on your behalf if you’d prefer. Contacting them won’t impact your credit score. You can find out more here, or contact them using the details below. PayPlan: Call 0800 280 2816, Monday to Friday 8am-8pm or Saturday 9am-3pm or request a call back from PayPlan. StepChange: Call 0800 138 1111, Monday to Friday 8am-8pm or Saturday 8am-4pm.

Do you offer balance transfers?

At the moment, the Zopa balance transfer card is available to a limited number of customers. We’ll be opening it up to more of you soon, so watch this space. If you already have a Zopa balance transfer card, please be aware that you can't currently transfer balances from Level, House of Fraser, Argos or Creation credit cards. Transferring balances from your Zopa card All customers can move outstanding balances from Zopa credit cards onto a card designed for balance transfers from another provider. You can do this by providing the credit card provider with the account details and C reference for your Zopa card, which can be found in the Zopa app. They will then make the transfer on your behalf. For more information about this process, please contact the credit card provider you want to transfer your balance to.

How do I close my Zopa account?

As long as you don’t have any active Zopa products, we can start the account closure process for you. If this is the case, please get in touch. You'll need to provide the following verification details: Your full name Your date of birth Your email address Your address and postcode Once we’ve started the account closure process, you won’t be able to log in to your Zopa account. However, we're legally obliged to securely store your data for 6 years after closing a Zopa product – after this, your account and data is automatically deleted. If you still have an active Zopa product, check out our FAQs for what you’ll need to do before getting in touch: I have a loan or car finance I have a credit card I have a Smart Saver I have fixed term savings I use Borrowing Power

How do I close my Zopa credit card?

To close your Zopa credit card, you’ll first need to pay off any outstanding balance in full. Once that’s done, please get in touch with our team and we’ll close your account for you. You'll need to provide the following verification details: Your full name Your date of birth Your email address Your address and postcode Please be aware, this process only closes your credit card – not your Zopa account. Your Zopa log in details and marketing preferences won’t be affected. Also, if you have another Zopa product, like a loan, this won’t be impacted either. If you do want to close your Zopa account completely, check out this FAQ.

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 visible 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.

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 90 days. We'll email you beforehand to let you know the change is coming. Once your rate has updated, this will be reflected in the next credit card statement we send you.

Does Zopa’s purchase of peer-to-peer loans change anything for me?

No, this won't affect you in any way. Your interest rate, repayment dates and everything else remain exactly the same.

Why is there a new verification step when making credit card purchases?

The new layer of security has been added in line with Strong Customer Authentication (SCA) requirements, which are in place to make customers safer when paying online. All payment service providers – which includes banks like Zopa – are required to comply with these regulations to help protect customers and reduce fraudulent payments. Read more via our blog

Can I use my Zopa credit card for purchases on Amazon?

Yes, you can. Amazon has announced that it will continue to accept payments from Visa credit cards issued in the UK.

Can I control the contactless payment limit on my credit card?

Yes, you can control the contactless limit on your credit card. Setting your own contactless limit is quick and easy. Simply head over to the Account preferences section in your Zopa app and select the Contactless payments option. You’ll be able to set your contactless limit to any amount between £0 and £100. Please note that choosing £0 would turn off your contactless payments completely. Once you’ve chosen a new contactless limit, you’ll need to enter your card PIN for any payments above this limit.

How can I change my payment date?

To request a change to your 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: The payment date is 3 days before your due date. We do this just in case you have an automatic payment and it fails, this allows time for us to retry. It also gives you time to make a manual payment and avoid being charged a fee. If you have an automatic payment set up, the day that your automatic payment will be attempted is called your payment date. The payment date 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. Your new payment date will take effect once you receive your next statement.

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. It’s always better to act early – the sooner you speak to us, the sooner we can minimise the impact on your credit file. Get in touch with us today: Email us at repayments@zopa.com Call us on 020 3770 5960 Start a chat Remember, there are organisations you can contact for financial advice. The two below are impartial, confidential, and free. PayPlan: Call 0800 280 2816, Monday to Friday 8am-8pm or Saturday 9am-3pm or request a call back from PayPlan. StepChange: Call 0800 138 1111, Monday to Friday 8am-8pm or Saturday 8am-4pm.

How often does Zopa offer credit limit increases?

There's no fixed frequency for these offers, but we’ll check at least once a year to see if you're eligible for a higher credit limit, and get in touch if you are. To avoid missing out if you do become eligible, be sure to turn on Credit limit increase offers in your Account Preferences.

What can I do to get a credit limit increase offer?

Here are a few things you can do to improve your chance of getting a credit limit increase: Make sure you pay on time - missed payments can damage your credit score and reduce the likelihood of you being offered a credit limit increase. Manage your overall debt - not just on your Zopa credit card, but everywhere else too. Continue spending and repaying on your credit card over time.

What should I know about credit limit increases?

A higher credit limit may give you more flexibility with your spending, but it may also take longer to pay back, so you should think carefully about whether you need to borrow more. However, if you maintain the same credit card balance each month, a credit limit increase can help improve your credit score by reducing your utilisation rate, which is the percentage of the total credit limit you’re currently using.

Can I increase my credit limit?

We'll only ever 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're eligible for a higher credit limit, we’ll be in touch to ask if you’d like to increase it.

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 £20. Before your payment due date, you make a bank transfer payment of £15. In that case, we’d only take £5 as this is the remaining amount outstanding. If you ever have any questions about how much your automatic payment will be, our customer services team can help.

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 Credit Cushion 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 £100 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 The 3D secure code was entered incorrectly or was not provided There may have been a technical issue on the merchant’s network If it’s none of the reasons above, please get in touch by starting a live chat.

What is a Credit Cushion?

Small expenses always seem to pop up. Now the Zopa credit card can help you prepare for them, thanks to your Credit Cushion. 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 Credit Cushion, 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 Credit Cushion 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 Credit Cushion, so you can keep it safe for when you really need it You can edit your Credit Cushion 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

I’m worried about losing my card and someone being able to spend without my knowledge. Should I be?

Your Zopa credit card has helpful features to give you the reassurance you need in case you lose or misplace your card. If you have push notifications enabled and your card is used by anyone at all, you’ll receive an alert from the Zopa app. This can help you stay on top of your spending, but it also allows you to spot any suspicious payments on your card immediately. If you see a transaction you don’t recognise, instantly freeze your card in the app and get in touch with us right away.

Can I transfer my available balance to another card or account?

No, you’re not able to send any of the available balance from your Zopa credit card to another credit card or bank account.

Can I accidentally make a payment as I walk past a card reader?

No, your card must be used in a specific way to work. That means it needs to be just a few centimetres away from the card reader and not near any metal objects, like keys and mobile phones, or any other contactless card. Card readers are also designed to reject a payment if two contactless cards are presented at the same time.

Will I be charged twice if I double tap on the card reader by chance?

No, don’t worry. Contactless card readers can only make one single transaction at a time, so you’re protected from double-tapping.

What should I do if my card is lost or stolen?

If your card is lost or stolen, please freeze it immediately in the Zopa app, and get in touch with us as soon as you can so we can cancel and replace your card. You can find the best way to reach us on our support page.

Why is the contactless limit increasing?

The decision to raise the contactless limit to £100 from 15 October 2021 has been made by the Treasury and Financial Conduct Authority (FCA). It follows on from the increase from £30 to £45 in April 2020. How do I know if the retailer has the new limit? From 15 October 2021, the software on card payment machines will be updated to accept the new £100 limit. However, it will take some time for the new limit to be introduced across all UK retailers. To check if a retailer has updated to the new limit, you should ask in store and follow the prompts on the card payment machine. What if I want to pay for purchases over £100? If you want to spend more than £100 in a single transaction, you can pay by entering your PIN. Alternatively, you can use Google Pay, which doesn’t have a maximum transaction limit as it requires your fingerprint or facial recognition for authentication.

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 £100. If it’s still not working after that, please get in touch by starting a live chat.

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*. Blurred payment details 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 do I make an extra or one-off payment?

You can make an extra payment towards your credit card balance at any time in the Zopa app. Please note, you’ll need to be using a UK debit card and be paying at least £1. Here’s how to do it: Open the Zopa app and click the Credit Card tab Select ‘Make a payment’ Hit the ‘Pay by debit card’ option Confirm how much you’d like to pay Enter your card details and hit the ‘pay’ button

How do I set up automatic payments?

Automatic payments give you one less thing to worry about each month, helping you to avoid missing a credit card repayment and having to pay a fee. You can set up automatic payments in the Zopa app. Just: Open the Zopa app and click the Credit Card tab Select ‘Make a payment’ Hit the ‘Set up automatic payment’ option From here you can enter the details of your automatic payment then hit confirm If you've already got an automatic payment set up and want to change it, check out this FAQ.

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.

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.

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.

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.

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 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.

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.