Need some help?


How do I register?

To register you will need to create a username and password and enter your card details and security information. You must enter your name exactly as it appears on your card, if your title is displayed on your card ensure you include this too. You will need your username and password each time you log onto Post Office Money Credit Card Online Servicing.


What do I need to know when setting up my username and password?

Your username must be at least 8 characters long. It can contain both letters and numbers. If your preferred username has already been selected by another user, you will have to create a different username. Your password must be 8-20 characters and contain a number, upper case and lower case characters.


How can I reset my username and password?

If you have forgotten your password you can select the forgotten password link on the log in screen and we will email a temporary password to you.

If you have forgotten your username you will need to contact us. After you have verified your security details we can supply your username. If your account is reset you will be notified by email, and you will need to register your card again to use the service.


What can I do in online servicing?

Once registered you will be able to:

  • Check your balance
  • View and download your statements
  • Make payments to your Post Office Money Credit Card
  • Advise us of your overseas travel
  • Request a balance transfer
  • View your PIN online
  • Request a change to your credit limit
  • Request a replacement card
  • Update your personal details
  • Manage your Direct Debits

What security details are required to make changes to my account?

Some account requests will require additional security authentication. When you make a request on your account an SMS message will be sent to the mobile phone that was registered when you activated your Online Servicing account. You will need to enter this code into Online Servicing to confirm the request.


How do I view and download my statements?

Select the ‘Statements’ icon to view electronic versions of your monthly statements, you can also download your statements in an PDF format by clicking on the statement.


How do I update my contact details?

Select ‘Services’ which will take you to the ‘Account Servicing’ page. You can select ‘Update Contact Details’ to change your address and phone number. If you want to change your email address, select ‘Update Email Address’. You will need to call Customer Services on 0345 607 6500* to update your mobile phone number.


How do I set up a Direct Debit?

A Direct Debit is an automatic payment taken from your bank account. It is an easy way to ensure that you’re paying your credit card and don’t have to remember to do it each month. In the ‘Payments’ page select ‘Direct Debits’, you will need to enter your name and 16-digit credit card number. You will then need to enter the sort code, account number and postal address of the bank account which you’re using to pay. There are three payment amount options. You can choose to pay your minimum monthly amount (the minimum obligation to keep your account up-to-date), the full statement balance (to pay off the full balance on your statement) or any fixed amount.


How can I request a balance transfer, replacement card or PIN?

All of these requests can be made in the ‘Account Servicing’ screen. When requesting a balance transfer, you will need the account details of the other credit card which you are transferring the balance from. Information on the interest rate or any other fees or offers will be shown on the 'Balance Transfer' page.


How can I view my PIN online?

Did you know you don’t have to wait to receive a PIN reminder in the post? Select ‘View PIN Online’ in the ‘Account Servicing’ page. This will display four boxes for the four digits of your PIN. Click on each box and that particular number will appear. You will need to click separately on each box to display all four digits. The full four digit PIN is not displayed at the same time for security purposes.


How do I request a change to my credit limit?

To request a new credit limit, select ‘Services’ which will take you to the ‘Account Servicing’ screen, select ‘Request a Credit Limit Change’. Your existing credit limit will be displayed – enter a figure in the ‘Proposed Credit Limit’ box. If you are requesting a lower limit, ensure the new limit is higher than your current balance and will not cause you to go over your limit. If you are requesting a higher credit limit, your circumstances will then be reviewed to process your credit limit change request.


How do I opt out of a credit limit increases?

Select ‘Services’ which will take you to the ‘Account Servicing’ screen, then select ‘Credit Limit Increase Opt Out’ to opt out of a higher limit. On this page you can opt out of a credit limit increase offer that has recently been sent to you, or you can choose to opt out of all future credit limit increase offers so that you are not sent any letters on credit limit increases in the future.


How do I request an additional cardholder?

You can add up to three additional cardholders. These cardholders will be linked to your account and share your credit limit, and you will be responsible for all balances.

Complete this form and return it to the Customer Service address on the form.


Can I send requests or complaints by email?

We are unable to take instructions from customers regarding their accounts via email for security reasons. If you have a complaint, we want to know. In the first instance you should contact Customer Services on 0345 607 6500*.

If you have made a complaint but are still not satisfied with the response the Financial Ombudsman Service may be of assistance and they can be contacted at The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. If you would like full details of our Complaints Procedure, we will provide these to you on request.


How can I protect myself whilst using Post Office Money online servicing?

We also recommend you review your statements and transactions carefully

Make a habit of reviewing your account statements and transactions regularly. This means you may spot any unusual transactions or irregularities sooner. Please call us on 0345 607 6500* if you identify suspicious transactions.

Never respond to emails or SMS requesting sensitive information as we will never email you asking you to enter or confirm your security details. If you receive an email claiming to be from the Post Office Money Credit Cards asking for account information, do not respond to it. Instead please let us know immediately by calling us on 0345 607 6500*.

There are also some online security practices that will help to protect you online:

  • Always ensure that your PC is updated with the latest anti-virus software
  • Keep your browser and operating system up-to-date
  • Operating systems and software need to be regularly updated
  • Activate a pop-up blocker
  • Clear your browser's cache

Here are a few websites that you may find helpful when protecting your personal information:
www.getsafeonline.org opens in new window - Get Safe Online is the UK’s leading source of unbiased, factual and easy-to-understand information on online safety.
www.actionfraud.police.uk opens in new window - Action Fraud is the UK’s national reporting centre for fraud and internet crime.


How can I get in touch?

If you need to speak to us, you can call Customer Services on 0345 607 6500*.

If you need to report your card lost or stolen contact 0800 169 2646, if outside the UK +44 117 373 3865.

* Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages. Calls may be monitored or recorded for training and compliance purposes. Our lines are open from 8am to 10pm Monday to Friday, 8am to 6pm on Saturdays and 10am to 5pm on Sundays and Bank Holidays.