The help you need is right at hand - just browse through these Frequently Asked Questions:

Registering & Signing In

  • How do I choose my Internet ID, Memorable Word and Passcode?

    You choose these when you register for the service, following the online instructions.

    To choose an Internet ID you should make sure that:

    • It is between 8 and 25 numbers and letters long
    • You don't use spaces or symbols

    To choose a Passcode you should make sure that:

    • It is 5 numbers long
    • You use at least 3 different numbers
    • You don't put the numbers in sequential order e.g. 12345
    • You don't use letters, spaces or symbols

    To choose a Memorable Word you should make sure that:

    • It is a word that is personal to you and is easy to remember
    • It is at least 6 characters long and can contain numbers

  • Resetting your Memorable Word or Passcode

    You can now reset your Memorable Word or Passcode online; there is no need to call Customer Service. To reset your Memorable Word or Passcode and continue to your account you will need to follow the links from the sign in screens and complete all the information requested. You will need to have your card to hand.

  • What is my Passcode / I have forgotten my Passcode?

    This is the 5 digit number that you set up when you registered to use this service. It can be made up of random numbers.

    To reset your Passcode go to Step 1 of the sign in screens and enter your Internet ID and memorable word. Then go to Step 2 of the 'Sign In' page and follow the ‘Forgotten your Passcode?' link on the page. If you enter an incorrect Passcode three times you will not be able to access your account and will need to reset your passcode.

  • What is /I have forgotten my Internet ID

    This is the ID that you set up with us when you registered to use this service. It can be between 8 to 25 numbers and letters long. To be reminded of your ID, go to Step 1 of the 'Sign In' page and simply click on the 'Forgotten your Internet ID?' link and follow the instructions. You will need to enter some information about you, your card and your credit limit so please make sure you have your card and statement to hand.

  • What is / I have forgotten my Memorable Word

    This is a word that is personal to yourself, should be easy to remember, and which you set up when you registered to use this service.
    To be reminded of your Memorable Word, go to Step 1 of the 'Sign In' page and simply click on the 'Forgotten your Memorable Word?' link and follow the instructions. You will need to enter some information about you, your card and your credit limit so please make sure you have your card and statement to hand.

  • How do I use the eVanquis mobile app?

    You can download the eVanquis app for your iOS or Android phone. To use the app you will already need to be signed up to eVanquis, and to first setup the app you will need to register with the mobile number on your Vanquis account.

Statements, Transactions & Payments

  • Can I view my current transactions?

    Yes, when you sign in you can view your current transactions online. Please note that the exchange rate for any transactions or cash withdrawals that you have made whilst abroad will not show on your recent transactions screen. However this information will be shown on your online statement once it is produced.

  • How long does it take for a transaction to appear on my account?

    This can vary by merchant but it generally takes 2-3 working days for transactions to appear on your account.

  • Can I view transactions between dates I choose?

    Yes, you can enter a ‘from’ and ‘to’ date to list all transactions between those dates from the account summary page.

  • Can I find out more about a transaction?

    Yes, you can click on each transaction to see more detail including the description, merchant and date.

  • Can I view my current statements?

    Yes, once you are registered you can view your last 6 statements online.

  • Can I view my Annual statement?

    All Annual statements produced after Dec 2014 will be available online to eVanquis users.

  • How do I make a payment?

    Once you are registered on the site, you can pay via your debit card from within eVanquis or you can setup a direct debit. Click on the ‘Make a payment by debit card’ link on the right hand menu of the eVanquis screen and follow the instructions.

  • How long does it take for a payment to appear on my account?

    This depends on how you make your payment:

    • Debit Card - Debit Card payments received by Vanquis Bank before midnight will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account.
    • Internet / Telephone Banking - Most banks offer the Faster Payments service. Payments made by this method and received by Vanquis before 5pm on a working day will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account. Payments received after 5pm will be applied to your account the next working day.
    • Bank / Post Office - 5 working days
    • Post - 7 working days
    • Working days are Monday to Friday, excluding weekends and Bank Holidays.

  • My debit card payment hasn't been authorised

    Please double check you have entered all of your details correctly. You must ensure you have made at least your minimum payment. If there is a problem with your Debit Card (such as it has expired) you will need to contact your bank directly.

  • Where can I see my minimum payment due?

    You can find this either within your account information online, on the account summary page, or on your most recent account statement.

Using eVanquis Securely

  • Is the eVanquis site secure?

    Yes. We understand the importance of ensuring that your personal details are kept secure and safe. Extensive testing is regularly carried out and we use the latest industry standard encryption. You can be confident that when you use the eVanquis site your personal details will be protected.

  • How can I protect my sign in details?

    You should never share your Internet Passcode or Memorable Word with anyone else, always be wary of fraudulent websites, letters and phone calls requesting this information. If you receive emails requesting these details they are bogus and you must call us immediately on 0330 099 3000 to report this to us.

  • What additional security measures can I take to protect my computer?

    You should install and maintain reputable anti-virus, anti-spyware and personal firewall software to help protect you from any potential security breaches through the internet. You should also ensure you keep your computers software up to date.

  • What do I do if I think anyone knows my account servicing sign in details?

    You can now reset your Memorable Word or Passcode online. To reset your Memorable Word or Passcode and continue to your account you will need to follow the links from the sign in screens and complete all the information requested. You will need to have your card to hand.

  • What do I do if I receive an email asking for my account servicing sign in details?

    We will never email you asking you for any details regarding your account, including your Passcode or sign in details. If you receive emails requesting these details they are bogus and you must call us immediately on 0330 099 3000 to report this to us.

  • Phishing – what do I do if I am suspicious of the website?

    If you visit a site that you suspect is suspicious or fraudulent, or is designed to trick you into entering details about your Vanquis account, do not enter any of your details. You should call us immediately on 0330 099 3000 to report this to us.

  • I have received an email from eVanquis, how do I know if it is genuine?

    Emails from Vanquis will contain two pieces of information about you and your account to demonstrate that it is from us and the links are safe. If the email uses a generic greeting like ‘Dear account holder’ or ‘Hello Vanquis customer’ it is not from us.

Using your Vanquis Card

  • How can I change my Vanquis Credit Card PIN?

    Go to a cash machine that accepts Visa, insert your Vanquis Visa Card, use the PIN we have sent you and then follow the on screen instructions to enter and confirm your new PIN choice. Make it easy to remember your PIN by changing it to a number you already know, for example, a memorable date. Avoid changing it to something that someone else can easily guess like 1234 or 9999.

  • What do I do if my Vanquis Credit Card PIN is locked?

    It’s important that you enter your PIN correctly. If you forget your PIN, you will get another two chances to enter it correctly. If you get it wrong 3 times in a row and your card will be locked. To unlock it you will need to go to a cash machine that accepts Visa cards and follow the on-screen instructions. You will need your PIN to do this - you can request a PIN reminder from within eVanquis.

  • How much cash can I withdraw using my Vanquis Credit Card?

    There is a limit on the amount of cash that you can withdraw each day, which is 20% of your Credit Limit (Daily Cash withdrawal Limit). Please be aware that if you go over your Credit Limit then you will incur a default fee.

  • How and where can I withdraw cash using my Vanquis Credit Card?

    You can withdraw cash from any cash machine across the world that displays the Visa logo. Please be aware that we will charge a fee of 3% of the Cash Transaction amount or £3, whichever is the greater (‘Cash Transaction fee’).

  • Can I use my Vanquis Credit Card abroad?

    Yes - You can use your Vanquis Credit Card to make purchases in shops and restaurants and withdraw cash from cash machines and bank counters everywhere you see the Visa sign. Charges apply when you use your Vanquis Credit Card abroad.

Managing your account

  • Can I make a balance transfer to my Vanquis Credit Card?

    No, at present there is no facility available to transfer a balance onto your Vanquis Credit Card.

  • How can I increase my credit limit?

    There are a few things you can do to improve the chances of having your Credit Limit increased:

    • Use your card regularly and make your payments on time as this shows you can manage your account well.
    • Don’t exceed your Credit Limit.
    • Keep all your accounts including any other credit cards, loans and mortgage payments in order
    • Be patient. It takes time for a good repayment history to be reflected in your credit report

  • My Vanquis Credit Card is damaged - How do I order a replacement?

    To order a replacement card please call Customer Service on 0330 099 3000.

  • How do I close/cancel my Vanquis Credit Card?

    We are sorry to hear that you are considering leaving Vanquis Bank. To discuss the reasons for your decision, clear any outstanding balance and make the arrangements to close your account please call Customer Service on 0330 099 3000.

Making Payments

  • How much time do I need to allow for my payment to clear?

    This depends on how you make your payment:

    • Debit Card - Debit Card payments received by Vanquis Bank before midnight will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account.
    • Internet / Telephone Banking - Most banks offer the Faster Payments service. Payments made by this method and received by Vanquis before 5pm on a working day will be applied to your account on the same day. However you need to allow 2 working days for your payment to appear on your account. Payments received after 5pm will be applied to your account the next working day.
    • Bank / Post Office - 5 working days
    • Post - 7 working days
    • Working days are Monday to Friday, excluding weekends and Bank Holidays.

  • How do I cancel or amend my Direct Debit?

    Please call Customer Service on 0330 099 3000.

  • What should I do if I'm having trouble paying my bill?

    We're always here to help you, and that includes any concerns you have about paying your bill. Call us on 0330 099 3002 and we'll see what we can do to help.

  • What if something happens to my job or my health and I cannot make my payments?

    If you are having difficulty with your payments, you should always call us for assistance on 0330 099 3000. If you have Repayment Option Plan we can let you know if you can activate the Plan, or maybe take a Payment Holiday to give you a break from making your monthly payment.

Debit Card Payments Through eVanquis

  • How do I pre-register my Debit Card?

    Please click on "Register Debit Card" and follow the instructions. Any issues please contact 0330 099 3000 (Calls to 03 numbers are generally included in the ‘free standard rate minutes’ of landline and mobile packages; please check your plan. Otherwise calls to 03 numbers are charged at your standard rate, which is 9p per minute from a BT landline. Calls from mobiles and other networks may vary), between 8am and 8pm Monday to Friday or between 9am and 5.30pm Saturday, and speak to an agent to register your Debit Card.

  • I want to register a debit card that is not mine?

    Only one card can be registered at a time and this must be your own.

  • What is my security number?

    This number could be random, or your date of birth, and is the 6 digit number that you used when you set up your account with Vanquis.

  • I have forgotten my 6 digit security number

    Please contact 0330 099 3000 (please note that Calls to 03 numbers are generally included in the ‘free standard rate minutes’ of landline and mobile packages; please check your plan. Otherwise calls to 03 numbers are charged at your standard rate, which is 9p per minute from a BT landline. Calls from mobiles and other networks may vary), between 8am and 8pm Monday to Friday or between 9am and 5.30pm Saturday, and speak to an agent. They will go through a security check with you and then inform you of your security number.

  • Why are the last 4 digits of my Debit Card being displayed?

    We display the last four digits of your pre-registered Debit Card so that you can confirm that this is the card you wish the payment to be taken from. The full number is not displayed for security reasons.

  • My Debit Card isn’t working

    It may be because you haven’t registered that debit card, or it may have expired. If the problem is with your bank, you will need to contact them directly.

  • What is my 3 digit security number?

    This is the last 3 digits on the back of your Debit Card in the signature strip on the right hand side.

  • I can’t print out my receipt because I haven’t got a printer

    Please note down your authorisation reference number so that if there are any problems we can trace your payment easily.

  • My payment hasn’t been authorised

    You must ensure you have made at least your minimum payment or there may be a problem with your Debit Card (such as it has expired). You will need to contact your bank directly.

  • What is my minimum payment?

    You can find this on your most recent account statement.

  • What additional security measures should I take when making payments over the internet?

    You should install and maintain reputable anti-virus, anti-spyware and personal firewall software to help protect you from any potential security breaches through the internet. You should also review and install any necessary security patches for your PC as recommended by the respective vendors. You should see a small gold padlock appear in the browser which shows that the page is secure. If you do not see this or the site looks suspicious do not enter and report to Vanquis Bank. Also check that the URL in the browser address bar starts with https://

Repayment Option Plan

  • Where can I find out more about Repayment Option Plan?

    Information about the Repayment Option Plan can be found in your Vanquis Credit Card Terms and Conditions or you can call our dedicated number on 0330 099 3010 and ask for more information.

  • Can I take a Payment Holiday?

    If you have Repayment Option Plan and you have had your account for more than 6 months then you could be entitled to a Payment Holiday. Simply call our dedicated number on 0330 099 3010. You will need to have had your account for 6 months before you can take a Payment Holiday and not have used a Lifeline or Payment Holiday in the last two months. Interest will continue to be added to your account during a Payment Holiday.

  • How can I activate Repayment Option Plan?

    If you have opted-in to Repayment Option Plan and you are experiencing difficult financial circumstances, for example if you are on the Full Plan and you have become unemployed involuntarily, taken redundancy, suffered loss of hours (if you are employed) or loss of income (if you are self-employed), you take leave from work to care for a partner or a member of your immediate family or you are unable to work through illness, or if you are on the Standard Plan your main home is significantly damaged by a natural disaster or you have to stay in hospital because of a medical condition, then you should call our dedicated number on 0330 099 3010 for advice on how to activate your Repayment Option Plan.

  • What is a Lifeline?

    Once a year, if you forget to make a payment and you have opted-in to Repayment Option Plan, we will grant you a Lifeline which we will automatically activate. This means you will not be charged a late payment fee and your account will be reported to the credit bureaux as being up to date so your credit rating is protected.

    Your account will be suspended and you won't be able to use your card until the payment is made - the sooner you make the payment, the sooner you can use your card again.

    You will still need to make your payment before your next monthly payment is due and we will contact you as part of our normal late payment process until we receive the payment. We can only activate a Lifeline once a year and only if you have had your account for 6 months, your account is not in breach of the terms and conditions and you haven't had a Lifeline, Payment Holiday or payment arrangement in the last 2 months. Late Payments will affect your eligibility for a credit limit increase. Interest will continue to be added to your account while a Lifeline is activated.

  • How do I know if I have Repayment Option Plan?

    You will have received a Welcome Pack with information about Repayment Option Plan when you first took out the product. You can also see a transaction on your statement each month for ‘REPAYMENT OPTION PLAN’.