Help: Managing your Account

Making and Receiving Payments

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

    Payment Type

    Timeframes

    Bank Transfer - Faster Payment

    If the payment to your Cashplus account is made between 6am and 7pm, it’ll arrive within 2 hours (7 days a week)

    If the payment has been made after 7pm, the payment should arrive by 8am the next day

    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

    Payments at the Post Office

    Immediately

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

    Payment Type

    Timeframes

    Outbound Faster Payment

    - If the payment out of your Cashplus account has been made between 8:30am and 7pm Mon-Fri, it’ll clear within 2 hours

    - If the payment has been made outside of these hours, it should clear by 10:30am the following week day

    Standing Orders

    - If you’ve set up the Standing Order for a weekday, it will clear the same day

    - If you’ve set it up for a weekend, it will clear on the next working day

    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 Servicing

    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.

Checking my balance and transactions

  • You can view your account balance in real-time whenever 24/7 via the Cashplus Mobile App or Online Servicing. You can also view and download up to 18 months of transaction history.

  • A ‘pending transaction’ puts money to one side from the cash that’s in your account. Everything you pay for using your card starts off as a pending transaction and usually becomes authorised for payment within two calendar days. There are three main times when it might take longer for a transaction to become authorised:

    1. Something you’ve paid for or money you’ve withdrawn has been authorised for payment, but hasn’t been taken from your account yet, for example, a monthly DVD subscription
    2. ‘Reserved’ funds requested by some places you use your card. For example, when checking in, some hotels take your Cashplus card details for an ‘authorisation transaction’ that reserves enough money to cover your bill
    3. ‘Voids’. For example, when you change your mind about something you’ve bought and the store cancels it, or if a payment has been duplicated, it may take a few days for it to clear off your account

    You can view your pending transactions in Online Servicing.

    The pending transaction will either go through, so the money is taken from your account, or it’ll be removed automatically within 7 days (apart from car hire fees – these can take up to 30 days), with the money going back to your account balance.

     If you’d like a pending transaction to go through more quickly, we’ll do our best to help – please contact Customer Services.

  • Please see our question on pending transactions for an explanation.

  • There are several reasons why your card might be declined, including:

    • Not entering your PIN correctly
    • Not having enough money in your account to cover the payment
    • Your card isn’t activated
    • Your card has passed its expiry date


    Please call Customer Services if the reason isn’t clear from the above and isn’t shown in Online Servicing.

  • There are a few simple steps that you need to take if a transaction appears on your account that you don’t recognise:

    First, we recommend  checking with any additional cardholders on your account, in case they’ve bought something that you don’t know about.

    Check through your receipts as a business name may be slightly different than the name they print on a receipt, which is the name that will appear in your transaction history in Online Servicing.

    If none of the above helps you, please contact the company directly to try and resolve the dispute – this is the quickest way of recovering your funds.

    If they’re unable to help you, you can complete a transaction dispute form from within your Online Servicing Account and we’ll investigate the transaction for you. Please note, If it turns out you (or an additional cardholder) did use your card to buy something that you’ve disputed, you may be charged £20.00 to cover our costs.

  • Yes, and it’s super easy! Simply call our Customer Services team and request a block on gambling transactions. Applying this block will automatically disable any gambling-related transactions on your Cashplus Account.

    Gambling blocks aren’t currently available for the Cashplus Credit Card.

    This block is an optional measure to help you manage your spending. If you feel gambling is having an impact on your day-to-day life, get in touch with the National Gambling Helpline now on 0808 8020 133 for advice on how to stay in control, free of charge.

    How do I disable a gambling block on my account?

    You can call our Customer Services team to get your gambling block disabled. Please note that it will take 24 hours from your initial request for the block to be removed.

     

Dissolved Business Closure

  • A strike off notice could be for a few reasons, most likely if you haven't submitted up-to-date annual accounts or paid your tax. From the moment Companies House issues a strike off notice, you have three months until your business is removed from the register.

    If that happens, we’ll have to close your Cashplus Business Account and pass any funds in it to the relevant Government Treasury. If you weren’t intending to dissolve your business, contact Companies House as soon as possible to understand what's happened and update your business status. If you cancel the strike off notice, Companies House will let us know and we'll keep your business account operating as normal.

  • If your business has been dissolved and is no longer trading, we’re obliged by law to close your Cashplus Business Account and transfer any funds left in it to the relevant Government Treasury. Depending on where your business was registered in the UK, you’ll need to speak to that Treasury entity about your funds and what happens next.

    Northwest England

    (Including Lancashire, Merseyside and parts of Greater Manchester, Cheshire and Cumbria)

    • Farrer & Co
    • Call 020 3375 7000
    • Email [email protected]
    • Write to 66 Lincoln’s Inn Fields, London WC2A 3LH

    Rest of England and Wales

    • Government Legal Department
    • Call 020 7210 4700
    • Email [email protected]
    • Write to PO Box 70165, London, Wc1A 9HG

    Scotland

    • Queen’s & Lord Treasurers Department
    • Call 0844 561 3899 or 0131 241 3210
    • Email [email protected]
    • Write to Scottish Government Building, 1B-Bridge, Victoria Quay, Edinburgh EH6 6QQ

    Northern Ireland

    • Crown Solicitors Office
    • Call 028 9054 2555

    Write to Royal Courts of Justice, Chichester Street, Belfast BT1 3JE

  • Unfortunately, we can’t reopen closed Cashplus accounts. But you can easily apply for a new business account in a matter of minutes.

  • Simply put, yes! But it’s important to know that you won’t be able to transfer any funds in your existing limited company account directly to your new sole trader account. If you do apply for a sole trader account, we won’t take into account the previous financial history of your limited company when making a decision.

  • While you’re in discussion with Companies House your account remains suspended and we’re not allowed to give you access to use it. If Companies House reinstates your company and registers it as active once again, contact us and we’ll see if we can reinstate your Cashplus Business Account.

    However, we can only suspend an account for 12 months before we close it permanently, at which point it can’t be reopened. If that’s the case, you can apply for a new Cashplus Business Account.

  • If your business has been dissolved by Companies House, we’re bound by law to close your Cashplus Business Account as the entity that owns its funds (your business) no longer exists. If this is the case, you can find out what to do next by reading the FAQ "My business has been dissolved, what will happen to my Cashplus Business Account and the money in it?".

    If we intend to close your account for any other reason, we’ll email you well in advance to explain what we’re doing and why. If you haven’t seen any emails from us, please check your spam folder. If they’re not in there, you can call our Customer Services Team and we’ll try to sort it out for you.

  • We’ll only close an account when we know the business it was opened for has been dissolved by Companies House. Although we do regular checks on business statuses with Companies House, there can be a time difference between your business closing and us finding out, as we don’t get notified directly.

  • Any money you paid into your Cashplus Business Account prior to dissolution will have been sent to the relevant Government Treasury. You can find out more about what happens to your closed account funds by reading the FAQ 'My business has been dissolved, what will happen to my Cashplus Business Account and the money in it?'.

  • Any refunds or money paid into your Cashplus Business Account prior to dissolution will have been sent to the relevant Government Treasury. You can find out more about what happens to your closed account funds by reading the FAQ 'My business has been dissolved, what will happen to my Cashplus Business Account and the money in it?'.

  • If an account is overdrawn when we close it because the business it’s associated with is dissolved, we have to report it to the Credit Reference Agencies (CRAs). To see how this affects you specifically, you can speak to any of the CRAs directly and ask for your credit score and credit report (which they may charge you for depending on which you speak to and how much information you want).

  • Yes. You can make a bank transfer payment from a different account to pay off your Cashplus Business Account balance using your Account Number and Sort Code. If you don’t know how much you owe or your account details, you can contact us.

Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK. For full website terms including information on Cashplus, Mastercard and use of Trademarks, please see our full legal disclosures at https://www.cashplus.com/legal/. **Credit facilities are provided by Advanced Payment Solutions Ltd (APS) and are subject to the AFL Cashplus e-money account being in good standing and applicants aged 18+. APS is authorised and regulated by the Financial Conduct Authority for consumer credit activities (Registration No. 671140). ♦Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.