The Cashplus Bank Help Centre

Our Top Frequently Asked Questions

• I have a question or concern relating to coronavirus (COVID-19)

  Read our FAQs and message from our CEO

• How do I log in to Online banking and the Cashplus Bank app?

  Read our step by step visual guides on how to log in to the Cashplus Bank app, or in to Online banking using the app. If you’re experiencing issues, please read our security changes FAQs.

• Why am I getting an error message when I log in to Online Banking?

  Why am I getting an error message when I try to log in to Online Banking?

  If you’re entering your username correctly, you might receive an error message because you haven’t downloaded and logged in to the Cashplus Bank app before or haven’t requested a Code Key.

  If you get an error message when you try to enter your password and verification code, you may have entered either of these wrong. Generate a new verification code and try again.

  Trying to log in to Online Banking? As of 4th September 2019, the way you log in to the Cashplus Bank App and Online Banking has changed. For new login support, please read our security changes FAQs or read our step by step visual guides on how to log in to the Bank app, or in to Online Banking using the app.

• What is the current contactless limit for shopping in-store?

  When shopping in-store, most contactless purchases can be made up to a £100 limit. From 15 October 2021, contactless limits increased to £100 from £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

• How do I get an overdraft?

  The Cashplus overdraft is available only to eligible customers, by invitation - we’ll send you an email and Online Banking message to let you know. If you’ve opted out of receiving Cashplus marketing communications, you won’t be sent any credit offers. If you wish to update your communication preferences, go to Settings > Manage notifications in the Cashplus Bank app or Online Banking.
  
  Once you've received an offer from us, simply log into your Online banking account or the Cashplus Bank app, navigate to the overdraft screen (within Add-ons or from the tile on your Account Overview) and follow the steps to complete your application. Please remember to read and accept your Credit Agreement.
  
  Once you've successfully signed up, the annual fee will be deducted from your balance automatically (if applicable). Your overdraft will normally be added onto your account within a few hours, but if we receive your completed application after 4pm on a Friday or over the weekend, it will be available from midday on the next business day.

• How do I activate my card and request my PIN?

  Activate your card and request your PIN online

  It’s simple to do and it’s free. Here’s how:

  1. Register for Online Banking
  2. Login to your account and select the activate card screen
  3. Enter your 16 digit card number and your card's expiry date

  Then request your PIN by selecting 'Request PIN' within Online Banking or the Mobile Bank App. 

  Activate your card and request your PIN by phone

  1. Call 0330 024 0924. You’ll need your card details to hand. Once your details have been confirmed, your card will be automatically activated.
  2. You can then request your PIN by following the instructions provided.

  Your Cashplus mastercard is now ready to pay into and use.

• How much does it cost to use a Cashplus Bank Account?

  We’ve created a few different pricing plans to suit the needs of our customers. Personal bank account customers who sign up for our standard Freedom account, benefit from no monthly fee, free ATM withdrawals, and no UK purchases transaction fees. If you’re looking to build your credit score, our Personal Activeplus account can help with that. We offer two Business bank accounts, Business Go which comes with no monthly fee, and Business Extra that comes with a £9 monthly fee and access to 0.5% cashback and Business Creditbuilder.

  All our pricing plans benefit from the same features (like the ability to pay in cash at the Post Office, withdraw cash from ATMs, and send and receive faster payments), we’ve just tailored the fees for some services to better suit how our accounts are used.

  Check out our Business Bank Account pricing page or Personal Bank Account pricing page to find the option that’s right for you.

• Is Cashplus a Bank?

  Yes, Cashplus is a bank!

  In February 2021 we were very excited to announce that we had become a bank and we’d be able to offer even better products and features to our customers. 

  In regulatory terms, Cashplus (the trading name of Advanced Payment Solutions Limited, (APS)), is a bank – authorised and regulated by the Financial Conduct Authority, with FRN 671140.

• What documents can I use to verify my details?

  When you apply for a Bank Account, checks need to be done to verify your identity. This may mean you’ll need to share certain documents with us that we can use to verify your personal details.

  You can see exactly what you need to provide in the account application confirmation email we sent you along with details of how to share them with us via Online Banking. If you haven’t seen this email, please check your spam folder or contact us.

  Here’s a list of the documents we’ll accept, broken down into proof of identity and proof of address categories.

  It’s important that your documents are clear, legible, valid and current. You also can’t use the same document to verify both your identity and address, so if you’re using your UK Driver’s licence, you’ll also need another form of certified ID as well.

  For proof of identity:

  *Important – certification of documents required: All documents below listed with a * need to be certified.

  • A copy of your passport
  • A copy of your UK driver’s licence - Please include copies of the front and back of your card (we won’t accept just the paper counterpart)
  • A copy of your EU driver’s licence* - Please include copies of the front and back of your card
  • EEA member state ID card* - Please include copies of the front and back of your card
  • Firearms certificate or shotgun licence* - Please include copies of the front and back of your licence
  • Northern Ireland electoral ID card - Please include copies of the front and back of your card
  • Construction industry scheme card* - Please include copies of the front and back of your card
  • Military ID card* - Please include copies of the front and back of your card

  For proof of address:

  *Important – certification of documents required: All documents below listed with a * need to be certified.

  • A copy of your UK driver’s licence - Please include copies of the front and back of your card (we won’t accept just the paper counterpart)
  • A bank or building society statement* - This needs to be an original statement dated within the last three months and not a print out or copy
  • A utility bill* - This needs to be an original bill dated within the last three months and not a print out or copy (we won’t accept mobile phone contracts)
  • Benefits or DWP Pension confirmation* - Please include a copy from the current or new tax year
  • Council tax bill* - Please include a copy from the current tax year
  • Any letter from HMRC* - This includes things like confirmation of a tax code and must include your national insurance number and be dated within the last three months
  • Tenancy agreement from a council or housing association* - This needs to be dated within the last three months and can’t be a private tenancy agreement
  • Credit card or store card statement* - This needs to be an original statement dated within the last three months and not a print out or copy
  • Council rent card* - This needs to be an original document dated within the last three months and not a print out or copy
  • Firearms certificate or shotgun licence* - Please include copies of the front and back of your licence
  • Bankruptcy Order, Bankruptcy Restriction Order or Debt Relief Order* - Please include a copy dated within the last three months
  • Mortgage statement* - This needs to be an original statement dated within the last three months and not a print out or copy
  • Inland Revenue Notice of Tax Coding* - Please include a copy from the current or new tax year
  • Solicitor’s letter* - This needs to be an original document dated within the last three months and not a print out or copy

  If you don’t know what we mean by making sure your document is certified, you can find out more in the FAQ below ‘What’s a certified copy?’.

  For partnerships or limited liability partnerships:

  If you’re applying as a partnership or limited liability partnership, you’ll need to send in the relevant documents for each partner involved, not just one.

  For charities:

  If you’re applying as a charity, you’ll need to upload a letter of authority on headed paper listing all trustees to the charity along with proof of identity documents for each trustee to the charity. A proof of identity document is a certified document verifying the identity of your trustee (to see what documents we accept, refer to the list above).

  Your letter of authority must be a signed letter by a trustee, sent on official letterhead, stating all the trustees to the charity and identity documents for each trustee to the charity.

• What’s a certified copy?

  This is a photocopy of a document with the words ‘Confirmed to be a true copy of the original’ added, which has then been signed, stamped and addressed with a name, position and contact phone number (not personal) of the certifying party. Please make sure the address and the phone number are related to the certifying party’s professional role and are not personal details. 

  Professionals like a solicitor, accountant, doctor, teacher, police office or minister are all qualified to certify your documents. Or you can use an organisation like the Post Office, a bank or building society, job centre or a citizen’s advice bureau. Sorry, but you also can’t certify your own documents – and neither can your relatives!
  
  We can’t guarantee that all of the above will certify the copy of your document, so please call before travelling to them. If you have any difficulties getting your copy certified, please contact us.

• When setting up a Direct Debit, what is your 'bank name and address'?

  Just like any High Street bank, you can set up Direct Debits to be paid from your Cashplus Account. Just set these up with the company you want to pay and provide your Cashplus Account details.

  You’ll need:

  • Your Account Number and Sort Code
  • Bank Name: Advanced Payment Solutions LTD (This is our subsidiary company which processes Cashplus payments)
  • Bank Address: PO Box 71064, London, SE1P 4ZE
• What is the maximum balance limit on my account?

  Personal Bank Accounts are opened with a maximum balance limit of £10,000. Business Bank Accounts are opened with a maximum balance limit of £50,000. Higher limits may be made available on request if further documentation is provided. Please contact us if you'd like to request a higher balance limit. 

• Why have I been asked to enter my PIN when I make a contactless payment?

  For your security, occasionally you may be asked to insert your card and enter your PIN when you make a contactless payment, even if your purchase is under the £100 contactless limit.

  From 15 October 2021, contactless payment limits increased from £45 to £100, however this will take some time to roll out across all UK retailers, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

  When you get asked to enter your PIN when you go to make a contactless payment, this is for extra protection, just to make sure it’s always you that’s using your card.

  When this happens, your transaction might be declined or the card reader might ask you to insert your card (it depends on the retailer). If this occurs simply insert your card into the reader and enter your PIN to continue to use contactless in future.

• How long will a payment take to reach my account?

  Depending on the type of payment you’ve made, the time to reach your account can vary.

  Payment Type	Timeframes
  Bank Transfer - Faster Payment	Immediately*
  BACS payments	The BACS process takes up to 3 working days to arrive. However, most companies take this into account when paying your salary so check with your employer what day(s) each month you’ll get paid as this will likely be the day your money will be in your account
  Deposits at the Post Office	Immediately

  *Payments may take longer where additional checks are required

  To help make sure payments to your Cashplus Account are successful, please check you've provided the payer with your correct account details so it passes any Confirmation of Payee (COP) checks. 

• How long do payments from my account take to clear?

  Payments can take different times to clear, depending on the payment type.

  Payment Type	Timeframes
  Outbound Faster Payment	Immediately*
  Standing Orders	Payment will clear on the same day that you've set up the Standing Order for
  Direct Debits	This payment will clear the same day that you’ve set up the Direct Debit for
  Foreign Exchange (FX) Currency Transfers	The payment will clear within 15 minutes of making the transfer in Online Banking

  *Payments may take longer where additional checks are required

  Please note that payments will be processed subject to security checks and enough funds being available in your account. Timings above may be impacted based on this.

• How will Cashplus communicate with me?

  As part of using your account and to keep you in the loop on how to get the most out of your Cashplus account(s), you'll receive different communications from us. Our channels of communication include:

  • Our friendly UK based Customer service team (you can see opening times here)
  • Email, SMS or push notification
  • Social media (our official Twitter and LinkedIn accounts)
  • Letter

  If you’re ever unsure that a communication is from us or if a person who has contacted you is from Cashplus, please don't hesitate to get in touch with us. You can also see our article about what to expect when talking to the Cashplus team. 

  You can also take a look at our Service Status page to keep up to date with the current status of our communication channels.