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The Change Account is a transactional account with a Prepaid Debit Mastercard® and a dedicated Sort Code and Account Number. It offers many of the features of a bank account, as well as innovative budgeting tools to make it easier for you to manage your money.
See: How Your Change Account Works 

The Change Account offers all of these features and benefits:

  • Full transactional capability including Faster payments, Direct Debits and BACS Credits
  • Change Account Wallets for secure & effective budgeting
  • Fully responsive online and mobile account management
  • Transparent Costs
  • No penalty charges for failed payments
  • Clear and transparent communication on your payments
  • Financial advice and support from expert Founder Partners
  • Joint Change Account facility
  • No overdraft or credit facility
  • No credit check
  • Your money is not vulnerable to existing creditors
  • Cash Back Rewards Programme giving access to major high street retailers
  • The Change Account has two main features rolled under one account:

    1. Your Change Account includes a Card account which you can access with your card when withdrawing cash and making card purchases, and you can manage online or through your mobile app.
    2. Your Change Account also has Change Account Wallets which are secure budgeting tools. Try to think of them as two mini accounts alongside Your Card Account that you can only manage online or through your mobile app.
    See How Your Change Account Works 

    Yes, the idea of The Change Account is to simplify your finances allowing you to have all of your financial needs and demands met in one transactional account.

    The Change Account is different to a bank account because:

    • You can only spend the money you have available in Your Change Account
    • There are no penalty charges for missed or late Direct Debits
    • There is no overdraft facility which means you will not get charged interest rates or be able to borrow money
    • Instead of setting up numerous bank accounts, Your Change Account has secure Wallets which assist in categorising your payments and budgeting
    • We always keep you informed on upcoming payments, completed payments and failed payments through optional and automatic Payment Alerts via text (SMS), email, mobile app or via your online Change Account
    • We do not have the right to reduce any debt you may owe to a party by deducting the money from Your Change Account, your money is not vulnerable to existing creditors
    • We offer a Rewards Programme which allows you to receive Cash Back when you shop at selected participating retailers with Your Change Account Card
    • There are no branches but you can easily reach us: Contact Us
    • The Change Account is an e-money product and is not covered by the Financial Services Compensation Scheme. However, once we have received your money it is deposited in a secure account with a prime-rated bank based in London
    • We do not offer International transfers
    • Unfortunately it is not possible to pay in with cash or cheques at the moment

    The Change Account has many of the benefits of a bank account, such as:

    • Direct Debit, Faster Payments and BACS Credits
    • Your Change Account is a Prepaid Debit Chip and PIN Card which can be used in store, online and at ATMs worldwide*.
    • It has its own dedicated Sort Code and Account Number
    • You can access and manage your account online and via our mobile app
    • Secure Login and Registration

    *Charges will apply at ATM machines worldwide. See: Cost Table >>>

    Some ATM operators may charge an additional ATM withdrawal fee or set their own withdrawal limits. 

    A Change Account Wallet is a secure budgeting tool which helps you manage your money and takes the stress out of bill payments. Try to think of them as two mini accounts alongside Your Card Account which you can only access online or through your mobile app.

    A Change Account Wallet is designed to help you budget more effectively. It has three key features which will help you keep your money more secure in order to meet your payment deadlines: 

    1. Money in Your Change Account Wallets is not accessible for Card purchases or withdrawals with Your Change Account Card.

    2. Your Change Account Wallets have a time lock which means you can’t transfer money onto Your Card account instantly or pay someone instantly. This is designed to help you take time to consider whether you really want to spend money that you had previously planned to spend on something else.

    3. If you do not have enough money to cover the charge for a payment on Your Card account but you have enough money in Your Change Account Wallets we will not automatically transfer money to cover that charge; you are in complete control.

    Login to Your Change Account online, and select “Create A Wallet” located on the green tabs.

    You will then need to name, and transfer money onto the Wallet from Your Card Account before it is completely created.

    Please note: The first transfer you make to a Wallet can be no more than £2500.

    All payments in and out of Your Change Account are automatically assigned to Your Card account. Therefore it is your responsibility to transfer this money to Your Change Account Wallets and to set up payments from Your Change Account Wallets.  You can do this online or through your mobile app.
    There are many advantages of Change Account Wallets:
    • They remove the need to have separate bank accounts
    • They allow you to be in complete control of your finances
    • They allow you to subdivide spending, budgeting and bill payments
    • They enable you to allocate each Wallet to a certain form of expenses
    • You can personalise Your Change Account Wallets by naming them
    • They help protect your money allocated for bills
    No, you are in complete control of how you use Your Change Account Wallets, you can even name them*. We recommend that you allocate each Wallet to a certain form of expenses or bill payments. For example:
    1. One Wallet could be called ‘Rent & Utility bills’ for regular fixed costs and
    2. One Wallet could be called ‘Food and Fuel’ for those costs that vary.
    *Remember you cannot rename a Wallet after it has been created
    There are no credit checks required to apply for The Change Account but you will need to be 18 years old or over. The Change Account is an alternative form of banking for people who:
    • Are missing out on the benefits of banking
    • Want to enjoy the benefits of a flexible transactional account they are in control of
    • Have lost trust in their existing bank accounts
    • Do not want any unexpected charges
    • Want secure and simple budgeting tools
    • Want financial advice and support
    There are no credit checks to use The Change Account. Change Account Limited does not exclude people for having a bad credit history. 

    A credit rating estimates how well you could cope financially with taking on a loan or more credit. Your rating takes into account how well you have paid back what you have borrowed in the past, looks at your track record for paying bills on time and even looks at whether you are on the electoral roll or not.

    You can have a Joint Change Account with a maximum of two account holders who will both be required to submit identification. When you first open a Change Account you will be asked to ‘Choose an account type’ simply select ‘Joint Account’ and follow the next steps.

    Both account holders will share the same Sort Code and 8 digit Account Number but you will each have your own: User ID, password and 16 digit Card Number

    Unfortunately not, for security purposes each account holder will need to submit a separate email address.

    With a Joint Change Account each account holder may have their own Card. 

    You can close Your Joint Change Account by emailing Customer.Services@thechangeaccount.com  

    and putting your request in writing.

    Yes, The Change Account provides a Switching Service which can help you move payment arrangements from your old bank to your Change Account. For information on how to do this take a look at our New Customer Guide and select 'Switching from Your Current Bank' Account. 

    No, in order to open a Change Account you must have access to the internet.

    It is very easy to open a Change Account! Sign Up and follow these simple steps:

    Step 1: Please submit your personal details

    Step 2: On successfully submitting these details, we will send you an email to confirm your email address is correct, please click the link.

    Step 3: You will then be presented with your account details: Sort Code, Account Number and User ID followed by an email outlining your account details. 

    Your User ID will comprise of your date of birth in a 6 digit format and 4 additional numbers placed at the end: ddmmyyXXXX.

    If you would like any help along the way explore our: New Customer Guide

    As soon as you receive your Sort Code and Account Number you can have your salary, benefits or other payments paid into Your Change Account. You cannot manage Your Change Account online or make purchases and withdrawals until you have:

    1. Received Your Change Account Prepaid Debit Mastercard®  in the post
    2. Created Your Login Details,
    3. Activated your Card and
    4. Retrieved Your Card PIN

    Your Card will be posted to your registered address within 7-10 working days from the date that you signed up for Your Change Account.

    To Create Your Login Details visit www.thechangeaccount.com/activate and fill in your Sort Code, Account Number, Card Number and CVV. You’ll be asked to create an Online Password and PIN. You can then start using Your Change Account online. To activate Your Card, and retrieve Your Card PIN please call +44(0) 1244 779612.

    Important: You must keep them secret at all times and not reveal them to anyone. If you need to write them down or record them in some way, make sure you always keep them safe and separate from your Card, your account and any electronic device.

    Follow the instructions at www.thechangeaccount.com/activate. When you receive Your Change Account Card in the post please sign the back of it and call +44(0) 1244 779612 to Activate Your Card and Retrieve Your Card PIN.You will be asked to submit your:

  • 16 digit Card Number and
  • CVV and
  • Date of Birth (See images below)
  • You will then be given your 4 digit Card PIN. Please try and remember your Card PIN. You can then start using your Card for purchases, withdrawals and for viewing your overall account balance at ATMs.

    Important: You must keep your Card PIN secret at all times and not reveal it to anyone. If you need to write it down or record it in some way, make sure you always keep it safe and separate from your Card, your account and any electronic device.

    Yes, you can manage Your Change Account online and through a mobile device.
    You will need to download our Change Account Mobile app and register your device.
    See Change Account Mobile App and Online Change Account >>>

    Using Your Change Account is easy, it helps you to be in complete control of your finances. Simply follow our New Customer Guide New Customer Guide .

    You may have one card per person. If you have a Joint Change Account each account holder may have their own card. 

    It can be used at most places where the Mastercard Acceptance Mark is displayed.

    You only have 3 attempts to enter your Card PIN. If you incorrectly enter your Card PIN 3 times your card will be blocked. To unblock your Card please call +44(0)1753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    You can withdraw cash through ATMs, retailers who provide cash back, banks & bureau de change and at the Post Office.There are fees applicable for withdrawing cash at ATMs Worldwide see: Cost Table.

    You can make purchases using your Prepaid Debit Mastercard on the high street and online, wherever the Mastercard Acceptance Mark is displayed.

    The billing address should be the current address that you registered with when you signed up for The Change Account. 

    No, unfortunately this is not possible. All money in Your Change Account will be in British Sterling. 

    Padding is an additional buffer put in place to allow variations in exchange rates between the initial authorisation and when the settlement comes through.

    In some circumstances we or a merchant may require you to have available funds in excess of the transaction amount. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the Account.

    Automated petrol stations on the continent (not just France) usually take a security deposit of €120 when you first swipe your card. No money actually leaves your account at this point, but your available balance will be reduced by €120. A couple of days later (potentially up to 15 days) the amount will be processed and you will be re-funded with the difference (often in 2 transactions by giving you back the initial €120 and then deducting the actual amount of petrol used). This procedure is standard for all credit, debit and prepaid cards. 

    If you would like a replacement card you must get in touch with us by calling Customer Services on +44(0)1753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    We will cancel your existing card and a replacement card will be issued to you within 7-10 working days. A charge may be applicable see: Costs >>>

    If you still have your old card, you must destroy it immediately. When you receive your replacement card please sign the strip on the back of the card and call +44(0) 1244 779612 to Activate Your Card.  

    When you order a replacement card, your Card PIN and your Login Details which you use when accessing Your Change Account online or via the mobile app will remain the same.

    If your card is lost or stolen you must get in touch with us immediately by calling Customer Services on
    +44(0)1753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    We will then cancel your card and a replacement card will be issued to you within 7-10 working days. We will carry out investigations into the disputed transactions carried out by Your Change Account.

    For more information see: Terms of Conditions of Your Change Account >>>

    You must treat Your Change Account Prepaid Debit Mastercard like cash.If it is lost or stolen you may lose some or all of the money held on it, in the same way as if you lost your cash.

    As a result, you must keep your card safe and not let anyone else use it. You must also keep your Card PIN secret at all times and not reveal it to anyone. We recommend that you regularly check the balance of your Card Account at ATMs as well as your statements online or via your mobile app to ensure all transactions are accounted for.

    For help see: Protecting Your Finances >>> and Card Fraud >>>

    Continuous payment authorities enable you to use Your Change Account Prepaid Debit Mastercard for recurring payments to a company. The company taking the payment will ask for the long number across your debit or credit card rather than for your bank details. Whilst you might have heard of direct debits and standing orders, continuous payment authorities are slightly different. They do not offer the same guarantee as direct debits and give the company taking the payment more flexibility about when and how much it takes from your account.

    In most cases, you should be able to cancel by contacting the company taking the payment and asking it to stop. However, you do have the right to cancel directly with The Change Account by calling Customer Services on +44(0)1753 778613. Once you have done this, we will stop payments immediately.

    REMEMBER: It is your right to cancel the continuous payment authority directly with The Change Account However, it is recommended you inform both the company taking the payment and The Change Account when cancelling a continuous payment authority. You may also want to check your next statement to ensure the payment has been cancelled as requested.

    When you login to Your Change Account you will be required to enter your:

    1. 10 digit User ID.
    2. Any 3 digits of your Online PIN.
    3. Any 3 digits of your Password.

    Yes, you can download them as a CSV file and print them by clicking the icons above your statements.

    The payments you can make with Your Online Change Account are:

    1. One-off or regular Faster Payments and one off, or regular Scheduled Payments from Your Card account
    2. One off Scheduled Payments and regular Scheduled Payments from Your Wallets

    See: How it works. >>>

    Login to Your Change Account online and select either “Quick Transfer” or the “Transfers tab”

    You can select the amount, date and frequency of the transfer.

    A Payee is a person or company that you want to pay. Any Payees that you add to Your Change Account will be automatically saved.

    Login to Your Change Account online and click on “Payments” Select the existing payee from the “To” list.

    You can then select the amount, date and frequency of the payment.

    Yes, you can view individual balances for Your Card Account, Your Change Account Wallet 1 and Your Change Account Wallet 2 online. You can also search and view up to 6 years of transactions which will be in date order.

    You can make faster payments from Your Card account 24 hours a day, 7 days a week.

    Please note: At times we may need to do system maintenance, during these times you may not be able to make payments, but we will always inform you beforehand.

    Security guidelines on how you can protect yourself and what we are doing to protect you can be found at: Protecting Your Finances.

    You can download our mobile app for free via iTunes App Store or Google Play™ App store. To start using our mobile app you must register your mobile device first.

    You will need to enter the same details as you do when you login to Your Change Account online: 

    1. 10 digit User ID
    2. Any 3 digits of your Online PIN
    3. Any 3 digits of your Password.

    Once registered you will be asked to create a six digit Mobile PIN. Your Mobile PIN is all you will need when logging back in to Your Change Account Mobile App.

    This Mobile PIN will be unique to your mobile device, if you use a second mobile device then a second Mobile PIN and registration process will be required.

    All you will need to login to Your Change Account mobile app is your six digit Mobile PIN.

    You will get 5 attempts to enter your Mobile PIN correctly. After this you will be asked to reset your Mobile PIN.

    The payments you can make with Your Change Account mobile app are:

    1. Instant one-off and regular Faster Payments from Your Card account to existing payees
    2. Scheduled one off and regular Payments from Your Card account and Your Wallets to existing payees

    The Transfers you make with Your Change Account mobile app are:

    1. One off or regular transfers from your Card account to a Wallet, or from one Wallet to another
    2. Scheduled one off or regular transfers from your Wallet to Card account

    Login to Your Change Account mobile app using your 6 digit PIN and select transfers. You can then select “From” and “to, the value you wish to transfer and the date.

    Login to Your Change Account mobile app and click on Payments and Transfers. Select the Payee you wish to make a payment to, then select the amount, date and frequency.

    Remember: You can only make payments to payees that you have previously made a payment to.

    Yes, Login to Your Change Account mobile app and simply swipe to the left of the payment or transfer you wish to cancel.

    Remember: You can amend or cancel a Scheduled Payment or Transfer up until 8:30 am on the date specified for the payment.

    Login to Your Change Account Mobile App, and select Direct Debits. Click “assign”, then scroll down to the Direct Debit you wish to reassign. Then just simply select the drag option on the right Direct Debit to the Wallet or Card account that you want to reassign it to.

    Remember:

    •You can reassign Direct Debits until 22.00hrs the day before they are due

    •Direct Debits are not usually collected during weekends and Bank Holidays

    Yes, you can view individual balances for Your Card Account, Your Change Account Wallet 1 and Your Change Account Wallet 2 via your mobile app. You can also search and view up to 6 years of transactions which will be in date order.

    Yes, all payments made using your mobile app can also be viewed online and processed as necessary.

    Change Account Limited use advanced technologies to make sure your finances are safe and secure when using Your Change Account via your mobile app. For more information see: Protecting Your Finances

    No, the company where you downloaded your app and Change Account Limited can neither save nor store your personal data.

    See: Change Account Mobile App Conditions, Itunes Conditions and Google Conditions

    To do this, you will need to logon to Your Change Account online, go to your Personal Details and remove the device you would like, from Your Change Account.

    You can still manage Your Change Account abroad by accessing it online or via your mobile app. You can also use Your Change Account Prepaid Debit Mastercard anywhere in the world where the Mastercard Acceptance Mark is displayed. However there is a cross currency charge applied where the transaction is performed in a different currency from your card. For the fees of using your card abroad see:Cost Table >>>

    You can view Your Card account balance at most ATMs however some ATMs, especially abroad do not display account balances. Alternatively, you can view all of your balances online and through your mobile app at anytime.

    There are many ways you can get in touch, visit our Contact Us page. Please be aware that calls from abroad may vary. You will need to contact your service provider to find out.

    You can transfer money between Your Card Account and Your Change Account Wallets. You can set up one off, singular transfers or regular, scheduled transfers. To do this login to Your Change Account online or through your mobile app and click on “Payments & Transfers”.
    The money will be in Your Card account no earlier than 8am, and usually by midday the following day.
    Different rules apply for different transfers:

    Card Account
    Single instant transfers to Wallets cannot be cancelled. Scheduled single or regular transfers to Wallets can be cancelled up until 8:30am the next day.

    Wallets
    Single instant transfers to Card Account cannot be cancelled. Scheduled single or regular transfers to Card Account can be cancelled up until 8:30 am the next day. Transfers from Wallet to Wallet cannot be cancelled
    Anyone who has your Account Number and Sort Code can pay money into Your Change Account.

    You can pay money onto Your Change Account through having your salary, benefits or other payments sent directly to Your Change Account from a UK bank account, by anyone who has your account details. This must be set up by the organisation or individual responsible for paying it in. All you need to do is give them your account details.

    Important: You can only pay money onto Your Change Account with British Pound Sterling.

    All of your payments in go directly into Your Card account, they will never automatically go into Your Change Account Wallets. If you would like to, you can transfer this money to Your Change Account Wallets by making one off or regular transfers.
    The money will be available at the time or date determined by the organisation or individual who has paid the money into your account.
    Yes they do have separate balances. You will initially only have 2 Change Account Wallets which means that you will have 3 balances overall:
    1. Card Account balance
    2. Change Account Wallet 1 balance
    3. Change Account Wallet 2 balance
    You can view Your Card Account balance at most ATMs however some ATMs, especially abroad do not display account balances. Alternatively, you can view all of your balances online and through your mobile app at anytime.
    You can view and search your transactions from up to 6 years ago.
    To help the environment we do not provide paper statements. However you can view your current balance and transaction history online or through your mobile app.
    Direct Debit is a simple, safe and convenient way to manage your household bills or make regular or occasional payments from your account. You agree with the organisation the amount to be collected and the regular date of payment. From then on the amount will be deducted from your account as agreed.

    Important:If the organisation you are paying by Direct Debit needs to change the amount or collection date, they have to notify you first.

    You can complete a Direct Debit Instruction, obtained from the organisation you wish to pay. With some organisations, you can set up Direct Debits over the telephone or via the internet. The organisation will then forward your instructions onto Change Account Limited and we will authorise them to allow payments to be collected from your account to them.
    Under the rules of the Direct Debit Scheme the organisation you are paying is responsible for checking all the information contained on your Direct Debit Instruction and confirming that they have sufficient identification. If we have any reason to doubt the authenticity we may request a copy of the Direct Debit Instruction from the organisation you are paying.
    The Change Account can do this for you on receipt of a completed Change Account Switch Agreement. To find out how to do this please see Switching From Your Existing Bank Account.

    Alternatively if you would like to do this yourself then you need to contact the organisation or individual you would like to pay by Direct Debit and provide them with your new Account Number and Sort Code and they will do the rest. Once we have details of the Direct Debit you can then assign the Direct Debit to your Card Account or one of Your Change Account Wallets.
    Yes, when you login to Your Change Account you will receive a notification to confirm when your Direct Debit has been successfully set up from Your Change Account.

    If you would like to change which account your Direct Debit is assigned to you will need to select “My Direct Debits” and click on the dropdown arrow at the side of the Direct Debit. This will display any Wallets you have.

    Remember: You can reassign a direct debit until 22.00hrs the day before it is due to go out.

    You can set up as many Direct Debits as you require from Your Card account and Your Change Account Wallets.
    No, there are no penalty charges for failed Direct Debits. If a Direct Debit payment is due and your account has insufficient money available to cover the full payment the Direct Debit payment will be declined but you will not be charged a penalty fee.
    If you do not have enough money in Your Change Account the day before a Direct Debit is to be paid we will email you and you will have until the end of that day to pay money into the account you assigned that Direct Debit to (either Your Card Account or Your Change Account Wallets).
    See Alerts and Notifications

    Remember: Direct Debits are not usually collected on weekends or Bank Holidays

    No unfortunately not. Any direct debits that are from the same originator will have to be assigned to the same Wallet or Card account.
    There is no overdraft facility available with The Change Account which means you will not get charged interest rates or be able to borrow money.
    Paying your bills by Direct Debit ensures you won’t forget to pay a bill on time and they are usually the cheapest way to pay your utility bills. Most utility providers usually offer a discount to monthly Direct Debit customers, as their accounts are easier to manage.

    If you want to cancel a Direct Debit you should always contact the originator, i.e. the organisation or individual who you are paying by Direct Debit, and tell them to cancel it for you.

    Please note- We advise you give the originator as much notice as possible before the date you are due to be debited.

  • You can stop a Direct Debit being processed up until 22.00hrs the day before it is due by logging into Your Change Account online. Just click on “Direct Debits” and select “cancel” which is located to the right of any direct debits you have on Your Change Account.
  • Faster Payments is the only UK payment system available day and night, 365 days per year. Once sent, these payments are usually received within two hours and can be sent 24 hours a day, 7 days a week.

    Important: You can only set up Faster Payments from Your Card Account.
    Scheduled Faster Payments are individual, one-off or regular payments set up to be made at a particular future date. For example some people will arrange to pay all of their bills by regular scheduled faster payments.

    You can choose to send a one-off or regular Faster Payment from Your Card Account by logging into Your Change Account online, and selecting 'Payments'. Select either Your Card account or a Wallet* from the dropdown options. You will then need to enter the person, or organisations account details. It is important that you ensure the correct instructions are entered, as payments are directed by Sort Code and Account Number.

    Unlike BACS, payments to the incorrect destination cannot be recalled. Incorrect sort code and account number details may also result in your payment not being processed.

    *Faster Payments from Wallets have a timelock- meaning the earliest they can be sent is the following day - usually by 12pm.

    Faster Payments are efficient, secure and convenient. You can make a payment within hours at the touch of a button. If you are looking for quick, reliable electronic payments you should try Faster Payments.
    The maximum amount you can send using Faster Payments is £5,000 per day. See Usage Limits >>>
    Once an instant Faster Payment has been sent it cannot be amended or cancelled. However you can amend or cancel a Scheduled single or regular Faster Payment up until 8:30 am on the date specified for the payment.
    The central Faster Payments system is only accessible to banks and building societies that meet strict requirements for the security of their own IT systems and processes. All payments sent via Faster Payments are subject to strong legal protection to ensure that innocent victims of fraud are protected from losses.*
    * http://www.fasterpayments.org.uk/consumers/benefits-faster-payments
    Faster Payments should go through 2 hours* after you have sent them- however they can take anywhere up to 2 days. It is dependent on a number of factors, including the bank in which you are sending or receiving a faster payment to/from. Remember: The earliest a Scheduled Faster Payment can be sent is the following day.
    The payment alerts which The Change Account offers are:
    1. New Payee Added
    2. Direct Debit Paid
    3. Direct Debit Failed
    4. New Direct Debit Added
    5. Warning Upcoming Direct Debit
    6. Scheduled Payment Paid
    7. Scheduled Payment Failed
    8. Money Paid In
    9. New Secure Message
    10. Warning Pending Charge
    Online payment alerts are automatically set up with Your Change Account. You will be able to view these by logging in to Your Change Account and selecting your Payment Alerts tab.

    If you would like to view your payment alerts without having to login to Your Change Account, you can also choose to receive them via:

  • Email
  • Text (SMS)*
  • Your Change Account Mobile App
  • *There is a cost associated with this payment alert see - Costs

    To view your online payment alerts you’ll need to be logged in to Your Change Account and have clicked on your Alerts tab. The next time you click on your Alerts tab the previous alerts you viewed will no longer appear.

    If you don’t click your Alerts tab, your list of payment alerts will gradually increase and will only disappear after you have selected them.

    All our payment alerts are gentle reminders designed to help you manage your finances more effectively; how you decide to use them is up to you.

    Simply click on “Payment Alerts” located on Your Account overview, under Quick Actions

    Yes, all online alerts are mandatory, however you can change alerts your receive through email, mobile app and SMS.

    Whenever you receive a new Secure Message you will receive a notification through your preferred communication option.

    To view a new Secure Message log onto Your Change Account online. On Your account Overview simply select “Secure Messages” which will take you to an overview of all your latest messages.

    The Change Account Rewards Programme offers you the ability to get real Cash Back into Your Change Account by using your Change Account Prepaid Debit Mastercard® at selected retailers. You can get 3-15% Cash Back from a range of retailers.
    You will pay for your goods at the participating retailers and based on the value of the goods bought throughout the month a Rewards payment will be made to your account the following month. You will get one payment per month which will be a total of all Cash Back from your purchases at participating retailers from the previous month.
    Because we want you to see the benefits of using The Change Account, you can see how much you save from our Rewards Programme by logging on to Your Change Account onine or through your mobile app and viewing your Account Overview.
    No, your previous months rewards will appear as one lump sum on the 1st of every month. You can view the sum you receive on Your account overview, when logged into Your Change Account Online.
    We intend to give our customers a wide ranging Rewards Programme so that you can enjoy shopping at your favourite retailers and receive Cash Back. To see the percentage of Cash Back our Change Account customers receive click Rewards Programme >>>

    To view the participating retailer brands in our Rewards Programme log in to Your Change Account, go to Overview and select ‘Participating Cash Back Retailers’.

    Yes, you will receive an email if there any changes to the Rewards Programme Participants and any changes to the Rewards Programme T&Cs.

    Yes, there are paying in limits, usage limits and a maximum balance that you can hold on Your Change Account. Please see the Usage Limits table below.

    VALUE OF MAXIMUM BALANCE

     

    Maximum Balance on Account

    £7,500

    VALUE OF  FASTER PAYMENTS AND DIRECT PAYMENTS

    Per Day

    £5,000

    Per Month

    £10,000

    VALUE OF PAYING IN LIMITS

     

    Per Day

    £5,000

    Per Month

    £10,000

    NUMBER OF PAYING IN TRANSACTIONS

     

    Per day

    10

    Per Month

    30

    VALUE OF CARD PURCHASES

     

    Per day

    £5,000

    NUMBER OF CARD PURCHASES

     

    Per day

    20

    VALUE OF ATM WITHDRAWALS

     

    Per Day

    £500

    NUMBER OF ATM WITHDRAWALS

     

    Per Day

    3

    To use The Change Account there is a £1* fee per week (charged monthly at £4.25)*. Some of the other features and benefits of The Change Account may have fees and Rewards.

    To view ALL costs for the Change Account see: Costs >>

    All costs will be deducted from Your Card Account. We will never take any costs from Your Change Account Wallets.

    Don’t worry it is quick and easy to set up a new one! You can do it anytime, online and using your mobile app.

    To do this, simply go to the Login page of your account. You will need to insert your User ID and then there will be an option to click Forgotten Your Online PIN or Password? You will need to enter your following details:  

    • Sort code
    • Account number
    • Debit Card Number
    • Debit Card CVV

    Once you have successfully submitted these details you will be asked to create a new personal Password and Online PIN

    Remember: Passwords must be a minimum of 8 characters and contain at least an uppercase letter and a lowercase letter and at least a single number. Online PIN is only 4 digits long and can consist of any numbers, letters or characters.

    Don’t worry it is quick and easy to get a reminder of what your User ID is! You can do it anytime, online and using your mobile app.

    To do this, simply go to the Login page of your account and click on Forgotten Your User ID?

    All you need to do is enter the email address you registered with Your Change Account and an email will be sent instantly with your User ID.

    Remember: This is why it is important that you always let us know when you have changed your email address. You can do this by clicking on My Details when you are logged in to Your Change Account.

    Don’t worry, it is really quick and simple to get a reminder!

    To retrieve your Card PIN again, simply call +44(0) 1244 779612. (This is our automated Card PIN retrieval line open 24/7. Calls cost 10p per minute from a landline and calls from mobiles may be higher).

    Remember: Please keep your Card PIN secret at all times and do not disclose it to anyone. If you need to write it down or record it in some way, make sure you always keep it safe and separate from your card, your account and any electronic device. 

    You can change your Card PIN to something more memorable at most ATM machines. You just need to have Your Change Account Prepaid Debit Mastercard available and enter your existing Card PIN.

    You can change these details by logging on to Your Change Account online and going to the “My Details” Tab where there will be an option view, and change them.

    *Please note, you cannot change your email address within the first three months of opening Your Change Account.

    You can do this by contacting customer services – you will have to send proof of change in address, or name.

    Remember: You will not be able to update and/or modify your name or address within 3 months of opening the account and your personal details can only be changed twice a year (for security reasons). If you require changes within this three month window, or more than two changes a year please call Customer Services on +44 (0) 1753 778613. (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    If you need help, why not explore our website at www.thechangeaccount.com where you will find an expansive range of Advice and Support.

    You should be able to find an instant answer to your question by searching our Frequently Asked Questions, using our online Search Bar or browsing our>New Customer Guide

    If you cannot be helped by the above please visit our Contact Us page for details on how to get in touch.

    If you have a complaint let us know and we will do all we can to help you. Get in touch by calling us, letting us know online or writing to us. For more details please visit: Making a Compliant.

    If you have not heard back from us after 48 hours it may have been because your email was lost along the way. We are sorry for any inconvenience that may have been caused.

    Please contact Customer Services on 01753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher). We will do all we can to help you with your query.

    Our Customer Service Line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher. To get in touch call: +44(0)1753 778613

    Only in the case of an emergency can money be transferred from Your Wallets to Your Card Account immediately. This is possible is by contacting our Customer Services on +44(0)1753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    You can block Your Change Account Prepaid Debit Mastercard by calling Customer Services on +44(0)1753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    When your card is blocked you cannot carry out any withdrawals or purchases with your card. However, you can still access your account online and any Direct Debits or Faster Payments will still be made.

    If our investigations show that no fraudulent activity has occurred on your account, you can have Your Change Account Prepaid Debit Mastercard unblocked by calling Customer Services on +44(0)1753 778613. (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher. Calls from mobiles may be higher).

    You can close Your Change Account by emailing Customer.Services@thechangeaccount.com  

    and putting your request in writing.

    If you are moving to another account, we recommend that you transfer any money out of Your Change Account electronically, using Faster Payment or if you have requested your new bank to switch your balance then this will be done automatically on their/your request.

    If you have not arranged to transfer any unused money to another Change Account, we will arrange for the money to be transferred to your new account. For more information see Terms and Conditions  >>>

    Consumer protection rights apply to purchases made online and on the high street. If you have problems with an online purchase or retailer please visit www.gov.uk/consumer-protection-rights or Citizens Advice at www.citizensadvice.org.uk/consumer.

    Each retail store has its own return policies and will handle the returns in the same manner as any other Mastercard transaction. They may credit Your Change Account Prepaid Debit Mastercard, provide a cash refund or provide store credit. Please contact the retail store where you purchased the item to find out their return policy.
    Your Change Account is regulated by the Financial Conduct Authority (FCA) as electronic money. The Change Account is an e-money product and is not covered by the Financial Services Compensation Scheme. However, once we have received your money they are deposited in a secure account with a prime-rated bank based in London.

    If you believe any fraudulent activity has occurred on your account please notify us immediately by calling Customer Services on +44(0)1753 778613 and forwarding the email onto:  Customer.Services@thechangeaccount.com.  

    You should also change your Password and Online PIN number immediately. See Forgotten Account Details.

    For more details on what we do and what you can do to prevent any fraudulent activity on Your Change Account see Protecting Your Finances

    If you do not recognise your transactions or you believe there could be fraudulent activity on your account please get in touch by calling Customer Services on +44(0)1753 778613 (Our Customer Services line is open 24 hours a day, 7 days a week. Calls are charged at your standard network rate. Calls from mobiles may be higher).

    Because we know how important security is for account holders we will tell you how secure we think your password is by letting you know whether it is:

    Weak                            Medium                        Good                            Strong

    To create a secure password it will need to be a minimum of 8 characters, contain at least an uppercase letter and a lowercase letter and at least a single number.

    For security reasons, you will not be able to open a Change Account with a Weak or Medium strength password.

    This is the 10 digit figure which you will need to access Your Change Account online or through the mobile app.
    This is the password which you will need to access Your Change Account online or through the mobile app. Passwords must be a minimum of 8 characters and contain at least an uppercase letter and a lowercase letter and at least a single number, there will be no limit to password length.
    This is your 4 digit Card Personal Identification Number which you will retrieve when you call +44(0)1244779612. You need this to make card purchases and withdrawals.

    This is your 4 digit Online Personal Identification Number which you choose yourself when you Create Your Login Details. You need this to login to Your Change Account online.

    This is your 6 digit Mobile Personal Identification Number which you choose yourself when you Register your Mobile Device. You need this to access Your Change Account Mobile app.

    This is the six digit number on the bottom left hand side of the card in the format XX-XX-XX
    This is our exclusive programme which gives you cash back when using Your Change Account at Participating Retailers.
    This stands for Foreign Exchange which is usually associated with Foreign Exchange rate. This is the value of two currencies relative to each other.
    This form of payment can be made from Your Card Account and a Wallet. It is an arrangement made with The Change Account that allows a third party to withdraw money from an individual’s account on agreed, regular dates, typically in order to pay bills.
    This form of payment can only be made from Your Card Account. Once sent, these payments are usually received within two hours and can be sent 24 hours a day, 7 days a week. This feature allows you to be in full control of your payments.
    The individual or organisation who is responsible for a payment.
    This stands for Card Verification Value also known as CSC ‘Card Security Code’. This is the 3 digit number found on the right hand side of the back of your card. Providing your CVV number to an online merchant proves that you actually have the physical debit card and helps to reduce fraud.
    This is the 16 digit number found in the centre on the front of your card.
    This is the 8 digit number found on the bottom right hand side on the front of your card.
    is an account in the name of two people and managed by both account holders.
    This is one of the 28 European member countries.
    Can’t find the answer you are looking for, contact us: Email your question