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See: How Your Change Account Works
The Change Account offers all of these features and benefits:
The Change Account has two main features rolled under one account:
- 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.
- Your Change Account also has Change Account Wallets which are secure budgeting tools. Try to think of them as mini accounts alongside Your Card Account that you can only manage online or through your mobile app.
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 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.
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.
- 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
- One Wallet could be called ‘Rent & Utility bills’ for regular fixed costs and
- One Wallet could be called ‘Food and Fuel’ for those costs that vary.
- 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
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
No, each account holder can submit separate home addresses.
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.
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:
- Received Your Change Account Prepaid Debit Mastercard® in the post
- Created Your Login Details,
- Activated your Card and
- 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 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week). You will be asked to submit your:
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 >>>
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 as well as at UK Post Offices to pay in, withdraw and check your balance..
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)203 502 0279 (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)203 503 0279 (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 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week).
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)203 503 0279 (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.
Please note there may be a charge for a replacement card, 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.
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)203 503 0279 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week). 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:
- 10 digit User ID.
- Any 3 digits of your Online PIN.
- 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:
- One-off or regular Faster Payments and one off, or regular Scheduled Payments from Your Card account
- 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.
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 and Your Change Account Wallets 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:
- 10 digit User ID
- Any 3 digits of your Online PIN
- 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:
- Instant one-off and regular Faster Payments from Your Card account to existing payees
- 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:
- One off or regular transfers from your Card account to a Wallet, or from one Wallet to another
- 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.
•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 and Your Change Account Wallets 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
Security guidelines for your mobile can be found at: Protecting Your Finances >>>
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 >>>
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.
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.
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
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. Please note that we can only accept payments via BACS or Faster Payment, we are unable to process CHAPS payments.
You can also pay in money at the UK Post Office, limits apply, please see Fee Information and Usage Limits table for further information.
Important: You can only pay money onto Your Change Account with British Pound Sterling.
- Card Account balance
- Change Account Wallet 1 balance
- Change Account Wallet 2 balance, etc.
Important:If the organisation you are paying by Direct Debit needs to change the amount or collection date, they have to notify you first.
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.
See Alerts and Notifications
Remember: Direct Debits are not usually collected on weekends or Bank Holidays
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.
Important: You can only set up Faster Payments from Your Card Account.
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.
- New Payee Added
- Direct Debit Paid
- Direct Debit Failed
- New Direct Debit Added
- Warning Upcoming Direct Debit
- Scheduled Payment Paid
- Scheduled Payment Failed
- Money Paid In
- New Secure Message
- Warning Pending Charge
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:
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.
Simply click on “Payment Alerts” located on Your Account overview, under Quick Actions
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.
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, 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
VALUE OF FASTER PAYMENTS AND DIRECT PAYMENTS
VALUE OF PAYING IN LIMITS
NUMBER OF PAYING IN TRANSACTIONS
VALUE OF CARD PURCHASES
NUMBER OF CARD PURCHASES
VALUE OF ATM WITHDRAWALS
NUMBER OF ATM WITHDRAWALS
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: Fee Information Document >>
You will also receive by email a 'Statement of Fees' annually at the start of the Calendar year which will inform you of all fees incurred over the previous year.
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 will be charged at your standard network rate).
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)203 503 0279. (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 0203 503 0279 (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.
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)203 503 0279 (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)203 503 0279 (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)203 503 0279. (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.comand 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 >>>
If you believe any fraudulent activity has occurred on your account please notify us immediately by calling Customer Services on +44(0)203 503 0279 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week) 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)203 503 0279 (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 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.