Q. How do additional payments affect my Direct Debit?
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.
Q. Can I use contactless to get cash from an ATM or cash back?
No, you'll need to use your PIN to do that.Q. Why do my contactless payments decline sometimes?
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.
Q. Is there a daily limit for contactless payments?
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.
Q. Do I get charged a fee for using contactless?
No. There's no fee for making contactless transactions.Q. How do I make a contactless purchase?
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.
Q. How do I get started?
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.
Q. How are payments allocated against the amount I owe?
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.
Q. What is a recommended extra payment?
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.
Q. Why have I been selected for a recommended extra payment?
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.
Q. Do I have to make recommended extra payments?
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.
Q. Why should I pay the recommended extra payment?
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.
Q. How do I pay the Recommended Extra Payment?
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.
Q. What is a Boosted Payment?
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.
Q. How do I start making Boosted Payments?
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.
Q. How do I stop making Boosted Payments?
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.
Q. What is the Payment Requested shown on my statement and/or Account Summary online?
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.
Q. What's the difference between a Recommended Extra Payment and a Boosted Payment?
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.
Q. How can I make a payment?
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.
Q. How long does it take after I have made a payment before I can start using my Aqua card again?
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.
Q. How are payments allocated against the amount I owe?
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.
Q. Can I change the day that my payment is due?
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.
Q. Can I pay by Direct Debit?
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.
Q. What happens if I've already set up a fixed Direct Debit?
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.
Q. How will I know the amount I'll pay each month?
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.
Q. How does a Fixed Direct Debit Plus work?
Q. How will I know the amount I'll pay each month?
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.
Q. What happens if I have arrears or instalments to pay?
Your arrears and instalments will always be collected as part of your Fixed Direct Debit Plus.Q. What happens if I've already set up a fixed Direct Debit?
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.
Q. What will I pay if I've opted out of paying a recommended extra payment?
Q. If I have a PayDown plan, what is my new contractual minimum payment?
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.
Q. What is the postal address for Aqua Mastercard 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.
Q. What is a preauthorised transaction? What happens if I enter into one?
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.
Q. Can I use my contactless card overseas?
You can use your card overseas but only as a chip and PIN card as the contactless functionality cannot be used abroad.
Q. I need more information about the exchange rates for when I spend abroad
You can see more information about Mastercard exchange rates by visiting https://www.mastercard.com/global/currencyconversion If 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.
Q. Can I use my card abroad and will I be charged for this?
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.
Q. What should I do if I have problems with transactions?
Q. What if the retailer or company cannot or will not help me?
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.
Q. Which devices does Google Pay work with?
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:
Q. How do I add my Aqua card to Google Pay?
Q. How do I make my Aqua card my default card?
Open your Google Pay app and drag the card to the front.Q. How do I use Google Pay with my phone?
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.
Q. Is my card information protected?
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.
Q. Can I continue to use Google Pay if I go over my limit or miss a payment?