Credit card

How do I activate my new card?

When you receive your new credit card, you need to activate it in order to use it, including online.

Choose either way that's most convenient for you:

• Make a Chip and PIN transaction, or enter your PIN at an ATM to make a balance enquiry. Your PIN is the same as for your previous card.
  
  
• In the app or in your online servicing account, go to the card section and select 'manage cards'. Select the card you want to activate, then enter the expiry date and CVV exactly as they appear on your new credit card. Then select 'activate card'.

The video on this page shows how to activate your card in the app.

If you've forgotten your PIN, don't worry. You can find your PIN in the app or in your online servicing account. You can also request a PIN reminder by calling us on 0345 600 5606.

You'll need to make one Chip and PIN transaction using before you make a contactless transaction with the new card.

Lastly, remember to sign the back of your card.

How can I make a balance transfer?

You can complete a balance transfer application by calling us on 0345 600 5606. You'll need the card number of the account you want to transfer funds from, and the amount to be transferred.

The minimum amount you can request to transfer is £100, and the maximum depends on your credit limit. It may take between 2 and 3 weeks to process your application. During this time, you'll need to keep making payments to your original credit card until you receive confirmation that the transfer has been successful.

As our credit cards are provided by Jaja Finance, you can't transfer balances from another credit card you hold that is provided by Jaja Finance.

What's a contactless payment?

Contactless is a fast, easy and secure way to pay for goods and services up to £100 without entering a PIN. To make a payment, just follow the instructions on the terminal and place your card over the reader.

Is there a fee for withdrawing cash?

Yes, you'll be charged a 2.99% handling fee when you withdraw cash – the minimum fee is £3.

Is there a fee for balance transfers?

There is. We'll tell you the fee when you complete a balance transfer request.

Can I get a copy of a statement?

Yes, call us on 0345 600 5606. It costs £5 per statement requested.

What are the default charges?

There are charges for:

• Late payment £12
• Going over your credit limit £12
• Returned or unpaid direct debit or cheque £12

What is Persistent Debt?

• Download information about Persistent Debt

How often do I get cashback?

Your account will be automatically credited every 3 months in March, June, September and December each year with the cashback amount you have earned over the 3 months. It'll show as a credit on your monthly statement as 'Rewards Cashback'.

Do I earn cashback on all spend?

Yes, you can earn cashback on all purchases, but the amounts vary:

• You'll earn 0.5% on all other spend excluding fuel if you spend £500 or over on your card – you'll get 4% cashback on fuel spend.
• If you spend below £500 on your card on all purchases including fuel, you'll receive 2% cashback on your fuel spend.
• You can earn a maximum of £150 each calendar year.

Where do I need to buy my fuel from to qualify for fuel cashback?

Eligible retailers are service stations with fuel facilities that are identified by the Merchant Category Codes 5541 or 5542 – this includes BP, Tesco, Esso, Murco, Shell, Sainsbury's, Texaco, Asda, and Morrisons. Items such as food bought in the forecourt will also earn you cashback.

How often will the FuelSave Credit Card fee be taken?

There's no annual fee for the first 12 months. After that, you'll be charged an annual fee of £42 for your FuelSave Credit Card. This is split into 12 monthly charges of £3.50, which will appear on your statements as a transaction.

What if I have a query with my cashback?

If you've got a question about your FuelSave Credit Card call us on 0345 600 5606.

What do I do if my card is lost or stolen?

If you suspect that your credit card has been lost or stolen, or that someone else knows your PIN, call us immediately on 0345 600 5606.

Can I change my PIN?

Yes, you can change your PIN at most cash machines, but you'll need to know your existing PIN. If you've forgotten your PIN, you can view it in your app or by logging in to online servicing.

Or you can call us on 0345 6007 5606 and we'll post you your PIN – it can take up to 5 working days to arrive.

Never disclose your PIN to anyone else.

What should I do if my PIN is blocked, or I forget my PIN?

If you forget your PIN, you can view it in your app or by logging into online servicing. Or call us on 0345 600 5606 and we'll post you your PIN – it can take up to 5 working days to arrive.

If you enter your PIN incorrectly 3 times in a row while using it at a cash machine or to pay, it'll be blocked. If you made a mistake while trying to pay but know what your PIN is, you can unblock it using a cash machine attached to a bank, and choosing 'PIN/Card services' then 'Unblock your PIN'. If you blocked your PIN at a cash machine, it'll automatically unblock after 24 hours.

If you need help call us on 0345 600 5606 – we can unlock your account and post you your PIN, however it can take up to 5 working days for this to arrive.

How do I manage my account?

To manage your account online, you'll need to register here. Registration is quick and easy, and once registered you can make payments, see your PIN, view your statements and much more.

You can also use your smartphone to manage your card on the go. Our new credit card servicing app is free to download and is available from the iOS and Android app stores.

If you have a question about your account you can call us on 0345 600 5606.

Can I manage my credit card over the phone?

Yes, you can service your account by calling us on 0345 600 5606.

How can I make payments to my credit card?

You can set up a Direct Debit through your app or online servicing. Alternatively you can make instant and secure one-off payments to your credit card using our Online Servicing or the AA Visa Credit Card mobile app.

You can also pay by phone, or by internet banking if your current bank or building society provides this.

See the back of your statement for details on all payment options.

When I make a payment, why am I asked to submit a passcode?

When you make a payment on the mobile app or the online account using your debit card, you may be asked to input a passcode or verify the payment via your app. This will be determined by your bank or building society's 3D Secure provider. If you don't receive a passcode, check your contact details on the 3D Secure payment screen are correct. If they're not you should contact your bank or building society.

How can I keep my promotional offer?

To keep your promotional offer make sure you stay within your agreed credit limit and make your minimum payment on time every month.

How will my payment be used to pay my outstanding credit card balance?

When you make a payment, the money you give us will come off your credit card balance in this order:

1. Balance with the highest interest rate first – your payments will be used to pay off any outstanding balance that you owe in the order of highest interest rate to lowest interest rate. This means that the balance at the highest interest rate will be paid off first.
   
   
2. If you have more than one outstanding balance at the same interest rate – your payment will be used to pay cash advances first, then the things you've bought (including anything you bought in your introductory period), then any fees and charges, before finally paying any promotional balances – this is balance at a different interest rate to your standard APR for a limited period. The exception to this is that any default charge you haven't yet had to pay interest on, in which case the default charge will be paid off last.
   
   
3. If you have more than one promotional balance at the same interest rate – your payment will go to pay the balance where the promotional period ends first.

If you've paid more than your monthly statement balance, anything left over will go against transactions that have not yet appeared on your statement in the same order as those that have.

How can I cancel my direct debit?

If you wish to cancel the direct debit to your credit card, you'll need to contact your bank or building society directly.

How often will I receive a statement?

You'll receive a statement every month, unless there are no transactions and you don't owe anything.

What can I do if I am having difficulty paying?

If you feel you're getting into financial difficulty, it's important you contact us on 0345 600 5606 as soon as possible so we can help. You can also find information on where to get financial advice in our Managing your finances information.

Where can I see my new terms and conditions?

Your new Ts&Cs became effective on 3 October 2020. You can find them here or view a summary of key changes.

Where can I find my new privacy notice?

You can read how your data will be treated securely in line with UK data protection legislation, in the Jaja privacy notice.

We realise sometimes we may not meet the high standards you have come to expect from us. If you want to make a complaint, you can contact us by:

• Phone 0345 600 5606
• Write to us at Jaja Finance, RRD Leicester, PO Box 10782, Wigston LE18 9HS

What information do we need from you?

To help us investigate and resolve your complaint, let us know:

• Your name and address
• Your account details and what the complaint relates to
• A description of the problem and when it happened
• How you would like us to put this right for you
• Contact details and the best time to contact you

How long does it take for us to respond?

We'll make every effort to resolve your complaint as soon as possible, usually within 15 days and no later than 56 days. We'll keep you updated throughout the process.

What if we don't solve the problem?

If you're unhappy with our final response, or if we haven't given you one within the 56 days of your complaint, you may refer your complaint to the Financial Ombudsman Service for help and advice. If you decide to refer your complaint, you should do so within 6 months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone 0300 123 9123
Phoning from outside the UK +44 207 964 1000
Email [email protected]

Online dispute resolution

We always try to resolve any complaint to put things right. However, if you've already contacted us and we have not resolved your complaint to your satisfaction, you may wish to use:

ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en.

This is an online portal designed to help consumers dispute a complaint resolution.

Will I get charged for spending abroad?

A 2.99% non-sterling purchase fee is added to the sterling value if you use your credit card abroad to pay for non-sterling purchases.

Visa credit card currency conversion

When you use your card overseas, your payment will be converted into sterling by the Visa exchange rate. You can visit the Visa website, where you'll find a calculator to use to compare currency conversion charges for card transactions in euros and other European currencies.

How to use the Visa Exchange Rate Calculator:

1. Amount: Enter the amount you want to spend in the currency you'll be using for the transaction
2. Bank fee: Enter 2.99
3. Date requested: Select the date on which you'll be making the transaction
4. Card currency: Select British Pound (GBP) from the dropdown menu
5. Transaction currency: Select the currency you'll be using for the transaction
6. Calculate exchange Rate: Press the Calculate exchange rate button to see the exchange rate and Visa charges for the transaction

Will I get charged for cash advances?

You'll be charged 2.99% of your withdrawal or £3, whichever is greater, when you withdraw cash advances abroad using your credit card. This is in addition to the non-sterling transaction fee. If you withdraw cash abroad you'll be charged interest even if the account is paid off in full.

Changes have been introduced by us and all UK card issuers as a result of the Strong Customer Authentication (SCA) requirement under the Payment Services Directive 2 (PSD2).

SCA makes sure your online purchases are as secure as possible.

You might be asked to open your credit card app to verify an online purchase you're making. So it's important that you register for the app.

What is Strong Customer Authentication (SCA)?

SCA makes sure that it is genuinely you when making purchases online, by verifying the purchases through your app.

Can I opt out of using the app to verify my online purchases?

No, you can't opt out. The change is part of industry wide legislation introduced within Europe, called the Payment Services Directive 2 (PSD2).

SCA makes shopping online safer and prevents fraud on your account.

Can I still verify a purchase via email or text message?

You can no longer verify a purchase via email or text message. SCA verification has replaced the one-time passcodes that were sometimes sent by text message or email.

You can only verify purchases in your credit card app.

Does my additional cardholder need to verify their online purchases?

Yes, an additional cardholder will need to verify their online purchases in their own version of the credit card app.

But first, as the primary cardholder, you'll need to confirm the additional cardholder's details in your app. To do this, go to the Manage Cards section and select the Card tab.

Once confirmed, and the additional cardholder has downloaded the app and confirmed their card details, they can log in and verify their online purchases.

How does my additional cardholder log into the app?

First, you'll need to confirm the additional cardholder's details in your app by going to the Manage Cards section and selecting the Card tab.

Once confirmed, and the additional cardholder has downloaded the app and confirmed their card details, they can log in.

I've been asked to verify an online purchase I don't recognise. What should I do?

If you don't recognise the online purchase in the app or have doubts, immediately decline the verification request and call our customer services team on 0345 600 5606.

Will I be able to use online servicing to verify my online purchases instead of the app?

No, you can only verify online purchases in your app. As you've already registered, you just need to download the app and log in using the same passcode for online servicing.

I've forgotten my passcode, how do I reset it?

Follow these steps to reset your passcode in the app:

1. Log into the app.
2. Enter the mobile phone number you used to register.
3. Select Enter Passcode, and then Reset – it's on the bottom left of the keypad screen.
4. Follow the on-screen instructions to reset your password – you'll need your AA Credit Card.
5. Once you've chosen a new passcode, you'll be logged into the app.
6. You may be asked if you would like to switch on Touch ID or Face ID. If you don't want to, select Skip.

Will I have to verify my online purchases in the app every time I shop online?

Not every transaction is the same, so there might be instances where we don't ask you to verify your purchase.

How will I know I need to verify an online purchase within the app?

You'll be prompted to verify your purchase when you're in the online checkout process.

You'll be asked to open your app to confirm it's you making the purchase. Once verified, you can return to the online checkout and complete your transaction.

Will this affect purchases I make over the phone or in person?

There are no changes to the way you complete purchases over the phone, or for those you make in person, such as in high street shops or restaurants.