Coronavirus: Getting the most out of your account

Advice for managing your money through the coronavirus

We want to keep you updated every step of the way during this challenging time, here's some important details on getting in touch with us and guidance on ways to help manage your account.

Firstly, it’s important to ensure you're able to log in and manage your account online. See our guides on how to log in to the Cashplus Mobile App and Online Servicing for assistance.

Getting in touch

To ensure we can deliver a consistent service throughout the day, we've updated our Customer Services hours to Monday - Friday, 8am - 6pm, and Saturday, 8am - 4pm. As the situation with the coronavirus unfolds, we're constantly reviewing how we can best support our customers and will keep you up to date on any changes.

Key workers

To help support key workers in the response to Covid-19, our phone lines will be reserved for customers who work in essential services between Monday- Friday, 5pm - 6pm.

If you have a non-urgent enquiry and are not a key worker, please try to call outside of these hours. Thank you for your support and understanding.

Other ways to get help

If you have a general enquiry, visit our help centre for answers to commonly asked questions. Our friendly customer service team is also available to answer general enquires via Facebook and Twitter - just note, for your security we can't discuss your account details online.

For the latest updates regarding Covid-19, you can also visit our Service Status page and Coronavirus FAQ page, and we'll also share important updates on Facebook and Twitter.

Expecting a payment from the Government?

Please let us know if you're expecting a payment from the Government due to Covid-19, whether that be for income assistance or a grant, to ensure your payment isn't delayed and can be processed smoothly.

Contact us

 

Features available via the Cashplus app & Online Servicing

Give an additional card to get support

You can order additional cards in Online Servicing or the Cashplus Mobile App, which may be particularly beneficial during this time of self-isolation. If you're getting help with the shopping or have someone you trust purchasing essentials for you, an additional card may help. It'll arrive in 3-5 working days.

Have extra control on any gambling transactions

With more time at home, you might find it more difficult to keep track of your spending on gambling. If you want more control, you can place a gambling block on your account within the app or Online Servicing.

Money worries due to coronavirus?

If you're struggling to manage your finances due to the coronavirus, please give us a call on 0203 059 5784 or see our FAQs. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

Citizens Advice Bureau ›

StepChange ›

Money Advice Service ›

Although we're unsure what'll happen next regarding the coronavirus, we want to reassure you that we're doing everything possible to help and keep you up to date during this time.

 

This content was created on 5th May 2020

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