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Managing my card
Additional cardholders
Yes, you can add up to three additional cardholders to your account.Additional cardholders must be over the age of 18, a permanent UK resident and they must live at the same address as you (the main card holder). You will be responsible for all use of the card by the additional cardholders, and they will also share your credit limit. You can ask for any additional card holders to be added to your account when you first apply.If you are already a cardholder, you can add additional cardholders to your account via mobile app or Online Account Manager, please visit additional card holders.
Please visit additional card holders to add additional cardholders. Think carefully about adding additional cardholders. You will be responsible for paying for all use of the card by the additional card holders and they will also share your credit limit.Call us to remove additional card holders. If removing an additional cardholder, please ensure the card is disposed of securely - we recommend cutting it into two pieces as you will be responsible for the card until the card has been effectively cancelled.
Ordering a replacement card
If your card is expiring and your account is in good order we will automatically issue a replacement card to you 4-6 weeks before your card expires. If we are unable to do so, we will let you know.If you have lost your card, please visit lost or stolen or if you card is damaged please visit manage cards where you can request a replacement.
Please visit lost or stolen immediately, where you can report it and we'll issue a replacement. Alternatively, you can contact the Lost and Stolen Card Helpline.
Reporting your card lost or stolen
Please visit lost or stolen immediately where you can report it and we'll issue a replacement. Alternatively, you can contact the Lost and Stolen Card Helpline.
Please visit lost or stolen immediately, where you can report it and we'll issue a replacement. Alternatively, you can contact the Lost and Stolen Card Helpline.
Using your card
You can activate your card in your Aqua Mastercard app or through the Online Account Manager, please visit activate.
The Card Security Number or 'CV2' number is the last three digits on the back of your card, on the top right hand corner of the signature panel. You'll generally only need it when you're paying for something over the telephone or online. You should only ever give this number when you are sure of the credentials of the person or website asking for it.
When your card will arrive
Once we've approved your application we'll send out your credit card. Please allow 7 – 10 days for it to get to you. If you've been waiting longer than this, please visit lost or stolen to request a replacement.
You will receive your Aqua Mastercard within 7 – 10 days of signing your credit agreement. If you are provided with a temporary card it will be available as soon as you are accepted for credit.
Your PIN
You can view your PIN securely in your mobile app or Online Account Manager at any time, or you can contact us to request a PIN Reminder, which you’ll receive by post within seven working days.
Once you have your PIN, you can change it to any four digit number at most UK ATMs that offers 'PIN services’, by following the instructions.
Once you have your PIN, you can change it to any four digit number at most UK ATMs that offers 'PIN services’, by following the instructions.
You can view your PIN instantly in your mobile app or Online Account Manager once you’ve received and activated your card.If you’ve asked to receive a paper PIN for a new account, or if you’ve requested a PIN reminder, you’ll receive this by post within seven working days.
You can do this by using the PIN change facility at any UK Mastercard ATM machine offering a PIN services option and following the instructions on screen. Any PIN change is live with immediate effect for both cash withdrawals and purchases.
If you enter your PIN incorrectly three times in a row, we'll lock your card to keep it secure.If your PIN was blocked while you were making a purchaseYou can unblock your PIN at most UK ATMs. Simply enter the correct PIN, select 'PIN services' and follow the instructions.If you can't remember your number, you can view your PIN securely in your mobile app or Online Account Manager at any time. Or you can contact us to request a PIN reminder, which you’ll receive by post within seven working days.If your PIN was blocked at a cash machineYou’ll need to contact us to unblock your PIN.Please note: ATMs overseas don’t offer PIN services, meaning you won’t be able to use them to unblock your card.
Once you’ve received and activated your card, you can view your PIN instantly in your mobile app or Online Account Manager.
You can change your PIN at any UK Mastercard ATM (cash machine) where you see the ‘PIN services’ option. Just insert your Aqua card and follow the on-screen instructions. Any PIN change comes into effect immediately for both purchases and cash withdrawals.
Aqua Gold customers only
Yes, your card will come with activation instructions. If your additional cardholders have been sent a new Aqua Gold card, they will need activating too. You can activate your new Aqua Gold card(s) by logging in to the Aqua app or your Online Account Manager.
If you already pay by Direct Debit, you won’t need to do anything. We will automatically carry over any Direct Debit you have set-up.
No, your new Aqua Gold card has the same PIN as your existing Aqua card. If you need it, you can find a reminder of your PIN in the app or Online Account Manager under ‘My Card’.
Nothing. If you already manage your existing card using the Aqua App or Online Account Manager, you can continue to do so using your existing login details.
There are no annual fees with your new Aqua Gold card.
You can earn 1% cashback on grocery purchases made using your new Aqua Gold card at eligible supermarkets, convenience stores, butcher shops and fishmongers, and 0.5% cashback on petrol and grocery purchases made using your new Aqua Gold card at eligible petrol stations. You can earn a maximum of £100 cashback per calendar year. You must remain within your credit limit and make at least your contractual minimum payment on time in order to be eligible to earn cashback.
To work out how much cashback you’ll be paid in each statement month, we:
- Add up the cashback you’ve earned across all the transactions you made with Aqua Gold that month, plus any amount carried over from earlier months. This is called your total cashback.
- Round that total down to the nearest £1 and pay it into your account.
- Carry over any remainder to be part of the next month’s total.
Each month, any cashback will usually be added to your account on the first working day of your next statement month.
If you cancel or return a purchase made using your Aqua Gold card and on which you’ve earned cashback, then that cashback will not be credited to your account. Or if you’ve already received it, we will deduct an equivalent amount from the next cashback payment due to you.
Yes, purchases made by additional cardholders using their Aqua Gold card are eligible for cashback. Together, you can earn a combined total of up to £100 cashback a year (i.e. a maximum of £100 cashback will be credited to the account in any given year, regardless of how many additional cardholders you have).
No, any cashback earned won’t count towards your contractual minimum payment.
When you make a transaction in a foreign currency, for example where you use your card to make purchases abroad, the transaction will be converted into pounds sterling when it is added to your account. Previously on your Aqua account we charged a fee for making this currency conversion. However, with Aqua Gold you won’t pay a charge for this.
Basic information
Registering for your Online Account Manager allows you to take control of your account whenever and wherever you can get online. Head to login and follow the onscreen instructions. Remember, you'll need your card or account number to hand. We have sent your account number in your welcome communications, and it can also be found on your monthly statement.
We aim to improve our mobile app continually so that it offers our latest features to help you get the most from your account. You can view your purchases, make payments and set up, change or cancel Direct Debits, manage your cards, update your details and much more. The service is available 24 hours a day, 365 days a year, so you can manage your account at times convenient to you.
You can request these at any time while your account is open. Just give our customer services team a call on 0333 220 2691.*
If you’re an existing Aqua cardholder and you’d like to opt-out of receiving marketing from us, you can log in to your Online Account Manager or the mobile app and update your marketing preferences in the ‘account settings’ section, under ‘contact preferences’.If you don’t have an Aqua card and you’d prefer not to hear from us, please fill out a form on www.aquacard.co.uk/opt-out or call us on 0333 220 2691* and we’ll make sure that your details are removed from our database. If you’d like your details to be removed from postal mailings in general, we suggest that you register this preference with the Mailing Preference Service at www.mpsonline.org.ukWe’ll update our systems with your preference straight away, but please be aware that for a few weeks you may receive marketing that is already in production.
If you have signed up for eStatements, you may also receive some notices electronically via your Online Account Manager. We may also send notices by post.If you get paper statements, notices will be sent in the post.