Online Servicing and managing your account 

Managing My Account

  • 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 Something you’ve paid for or money you’ve withdrawn has been authorised for payment, but hasn’t been taken from your account yet, for example, a monthly DVD subscription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.


Logging in to Online Servicing

  • If you’re entering your username correctly, you might receive an error message because you haven’t downloaded and logged in to the Cashplus 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.

  • If you’ve entered your password and verification code incorrectly, your account may be locked. To unlock your account, please call our Customer Services team on 0330 024 0924 and we’ll be able to help you out.

  • If you’re having issues setting your device as trusted, please call Customer Services on 0330 024 0924 and they will be able to look into this for you.

  • If you’ve forgotten your password and you don’t have the latest version of the Cashplus app and you’re trying to activate your Code Key, you can reset your password here.

  • Once you’ve downloaded the latest version of the Cashplus app, the verification code generator can be found in the top right corner of the app:

    1. Go to Online Servicing and enter your username and password. You’ll then be asked for a verification code.
    2. To get your verification code, log in to the app and tap the three dots in the top right of home screen of your app.
    3. Tap ‘Get verification code’ – an eight digit code will appear.
    4. Enter the code onscreen.

    If you’re using a Code Key:

    1. Check that your Code Key is activated (if not, see below on how to activate it).
    2. Go to Online Servicing and enter your username, then your password. You’ll then be asked for a verification code.
    3. To get your verification code, press and hold down the Code Key button until the eight digit code appears. You should see flashing dashes on the screen as the numbers load.
    4. Enter the code onscreen.
  • Since 4th September 2019, the way you log in to Online Servicing or your Cashplus account on the app is slightly different.

    You now need to go through one more security step, which could be either one of these:

    • Entering a verification code as well as your username and password. You can generate verification codes using the latest version of the Cashplus mobile app or a Code Key which is a small device that you can purchase for £8.00, and we'll send to your registered address. For more information on Code Keys please read our FAQs below.
    • When you log in to the mobile app it will recognise your device so we can check it's you accessing your account.
  • These changes are to better protect you against online fraud and financial crime. Although we’re always working to make sure your Cashplus account is as safe and secure as possible, as a banking services provider, we also need to comply with the rules and regulations set down by the government.

    To combat financial crime and better protect everyday people from fraud and scams, the government has introduced a new set of rules that mean every banking service and credit card provider in the UK is now required to have an extra layer of security checks. This is why the way you access your Cashplus account online has changed.

  • If your Cashplus card is linked to another Cashplus account, and you are not the primary account holder, you still need to download the latest version of the Cashplus app to your chosen device (phone or tablet) to access Cashplus banking services online.

  • If you’re the primary cardholder for more than one Cashplus account, you’ll need to download or update to the latest version of the Cashplus app. Once you’ve done this, you’ll need to log into each account individually in the app and follow the steps to update your security settings, including setting up a trusted device.

  • To log in, you’ll need the latest version of the Cashplus app so that you can generate the verification code needed to access Online Servicing. This is the recommended and most secure way to receive the required verification code. Alternatively, if you can’t use the app, you’ll need to call us to purchase a Code Key for £8.00.

    You’ll also need to make sure we have your most up to date contact details so we can send you a verification code by SMS and update your security settings by creating some memorable questions and answers. If you haven’t done this already, simply log into Online Servicing, and follow the prompts, set your memorable questions, and then you’re good to go!

  • To access Online Servicing without the app, you can call us to purchase a Code Key for £8.00 that will give you a one-time verification code so you can log in to Online Servicing that way.

  • If you don’t own a smartphone or tablet and you’re feeling concerned about the £8.00 costs to purchase a Code Key, please give us a call and our team will see how we can help you.

  • Fraud and financial crime are happening more often, with fraudsters and scammer tactics getting more sophisticated by the day. As your banking services provider, making sure your funds are kept safe and secure is the number one priority for us, but there’s also things you can do to better protect yourself.

    • Make sure we have the most up to date contact details for you so you can be reached if suspicious activity is seen on your account.
    • Never share your Online Servicing username or password with anyone over the phone, by text or email, even if the caller claims to be from Cashplus or the police.
    • Never share the answers to your memorable questions linked to your Cashplus online account.
    • Never share your Code Key verification codes or your one time passcode with anyone.
    • Make sure you keep your Code Key safe, secure and somewhere that’s easy to access.

    For more information on how to stay safe from fraud and scams online, visit our Community page for tips on staying safe online, as well as tips for business owners and freelancers.

Using the Cashplus App

  • Yes, you can use the same device to manage multiple accounts. You’ll need to connect the device to each account individually by signing into the account via the app and setting it as trusted.

  • If you’re the primary cardholder for more than one Cashplus account and you can’t use the app, you’ll need to purchase a physical Code Key for each account, which will generate the verification code you need to log into Online Servicing.

  • The easiest way to check that you have the latest version is by visiting the Cashplus app page in the App Store or Google Play, and checking if it says to 'open' or 'update' the app. It’ll also have the latest version number.

  • The Cashplus app is designed to work with devices supported by the latest version of iOS (Apple) and Android (Google), which means if your iOS or Android device isn’t supported by the latest versions of these operating systems (iOS 12 and Android 10) you won’t be able to use the app. Visit the App Store or Google Play to find a list of supported devices with iOS and Google Play.

Using My Code Key

  • If you’ve forgotten your password and you’re trying to activate your Code Key, you can reset your password here.

  • If you lose your Code Key or your Code Key is stolen, please call our Customer Services team on 0330 024 0924.

  • If you ordered a Code Key and it hasn’t arrived in 5 - 10 days, please call our Customer Services team on 0330 024 0924. You can also call us if you need to service your account while you’re waiting for your Code Key to arrive.

  • To activate your Code Key, simply follow the steps below:

    1. Go to Online Servicing.
    2. Click the Activate Code Key button underneath the username field.
    3. You’ll be prompted to enter your current username and password.
    4. Enter the 10 digit reference number under the bar code on the reverse of your Code Key. Please note this is NOT the number that appears on screen.

    You’ll then be able to use Online Servicing to manage your account online.

Making a payment or updating your personal details

  • These extra security steps are added for your security, to make sure it’s you who’s changing your details and to enhance your protection against online fraud.

  • If you’re getting an error message that says you’ve answered your memorable question incorrectly too many times, you’ll need to reset your memorable questions by clicking ‘Reset memorable questions’. You can also do this under ‘Settings’ in Online Servicing.  

    If you’re getting an error message that says your Payments and Transfers access has been locked, please give us a call on 0330 024 0924. 

  • If you’re setting up a New Payee or updating your personal details in Online Servicing, you’ll need to answer one of your memorable questions and enter a verification code. The verification code can be generated in the Cashplus mobile app or Code Key, just like when you logged into Online Servicing.

    You can also set up a New Payee or update your personal details in the Cashplus app by using your fingerprint or Face ID with biometrics (otherwise, you’ll need to enter your memorable question if you don’t have biometrics set up).

  • A trusted payee is someone that you know and plan to pay more than once. For example, a business supplier or a friend. If you save somebody as a ‘trusted payee’, it’ll be quicker to pay them in future.

    If you make a payment to an untrusted payee or set up a standing order, you’ll need to do two steps of authentication each time, including a one-time passcode that will be sent to your registered mobile number.

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