Credit Cards

Managing your account

• How does a Credit Card work?

  A Credit Card is a form of payment that enables you to pay for goods and services in shops or online. Once you have obtained a Credit Card, you have an agreed credit limit with your provider which is the maximum amount you can spend using the card. You are required to pay off any balances on the card in full at the end of each month, otherwise you are charged interest on the amount outstanding on your account. You can also use Credit Cards to transfer balances from other cards, and to withdraw cash.

• What sort of spending should I use a Credit Card for?

  A Credit Card is designed to provide short-term credit. As such it is not suitable for long-term borrowing as it would be an expensive source of such credit.

• How can I get my money back if I haven't received what I expected or do not recognise a transaction?

  To dispute a transaction, open the Bank of Ireland Credit Card App, select the transaction and tap ‘Report an issue with this transaction’. Follow the on-screen instructions to submit your dispute. Alternatively, call 0345 309 8099.

Interest and Charges

• Where can I find out about interest and charges?

  You can find detailed information relating to charges and interest rates on your monthly statement, in your mobile app or online servicing account.

Registering for the app

• How to download your new Bank of Ireland UK credit card mobile app

  To download and register to use the app, simply search ‘Bank of Ireland UK Credit Card’ in your app store.

  

  

• Do I need to register as a new user and create a new passcode?

  Yes, you will need to register as a new user.

• What do I need to complete the registration process?

  To complete the registration process, you’ll need your credit card to hand. Make sure you enter your details exactly as they appear in your Bank of Ireland UK Credit Card, including card number and expiry date.

  Yes, you need to register before attempting to log into the app for the first time.

• I'm trying to register but I'm getting an error message. What do I do?

  If you see an error message on your screen during the registration process, please check your details carefully. Correct, if needed, and re-submit. If you continue to see an error message, please contact us on 0345 309 8099.

• Can Additional Cardholders register for the dedicated credit card app or online servicing account?

  No, only Primary Cardholders can currently register. However, additional cardholders can stay on top of their spending using their own version of the Bank of Ireland UK Credit Card app. Before they can log in the Primary Cardholder will first need to confirm the additional cardholders’ details using the app, in the Manage cards section of the Card tab. Once this is done, the additional cardholder will be able to log in to their version of the app after confirming their card details. They will now also be set up to verify online purchases.

Card and PIN

• Who do I contact if I do not receive my card?

  Contact us on 0345 309 8099 straight away.

• How do I activate my new card?

  Activate your new card in the app or in your online servicing account. Alternatively, make a Chip and PIN transaction or enter your PIN at a cash point.

• I’ve forgotten my PIN. How can I get a reminder?

  If you’ve forgotten your PIN you can view it in the app or in your online servicing account. You can also request a PIN reminder by calling us on 0345 309 8099.

• Can I change my PIN?

  Yes. Visit an ATM with PIN Management services, enter your card and current PIN, then select PIN Services then Change PIN. Find your nearest ATM using the Cash Locator.

  If you don’t know your current PIN, you can view it in the Bank of Ireland UK Credit Card App under ‘Card’ then ‘View PIN’.

• What happens if I get my PIN wrong?

  If you enter your PIN incorrectly three times, it will be blocked for security reasons. To unblock it, visit an ATM with PIN Management services, insert your card, and select ‘PIN Services’ then ‘Unblock PIN’. Find your nearest ATM using the Cash Locator. Once unblocked, you can use your card as normal.

• I tried to make a purchase and my credit card has been declined?

  To ensure your transaction is successful when you use your card, check that you have available credit to spend for any purchases you intend to make. As long as you have available credit you can try using your card again. If the problem persists, please contact us on 0345 309 8099.

Verifying your online purchases

• Why do I need to register for the Bank of Ireland UK Credit Card app to shop online?

  Some changes have been introduced by us and all UK card issuers as a result of a requirement (SCA) under the Payment Services Directive 2 (PSD2). These changes have been designed to make sure your online purchases are as safe and secure as possible. You might be asked to open your credit card app to verify the online purchase you are making. This means it is important that you register for the app.

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

  No, you cannot opt out. The change is part of industry wide legislation introduced within Europe, called the Payment Services Directive 2 (PSD2). It is an extra measure to make shopping online safer for you and prevent fraud on your account.

• Can I verify my purchase via email or text message?

  You can only verify your purchases in the Bank of Ireland UK Credit Card app. This verification method has replaced the one-time passcodes that were sometimes sent by text message or email.

• I have been asked to verify an online purchase I do not recognise. What should I do?

  If you have been asked to verify an online purchase in the app which you do not recognise or have any doubts, immediately decline the request and call our Customer Services team on 0345 309 8099.

• I’ve forgotten my passcode, how do I reset it?

  Follow these 5 steps to reset your passcode in the app:

  1. Press Log in on the app
  2. Enter the mobile phone number you used to register
  3. Press Enter Passcode, then Reset, which can be found on the bottom left of the keypad screen
  4. Follow the onscreen instructions to reset your password. You will need your Bank of Ireland UK Credit Card to hand
  5. Once you have chosen your new passcode, you will be logged into the app

  You may be asked if you would like to switch on Touch ID or Face ID. If you do not want to, press Skip.

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

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

• Does my additional cardholder need to verify their online purchases in the app?

  Yes, any additional cardholders will need to verify their online purchases in their own version of the Bank of Ireland UK Credit Card app. Before that can happen you, as the primary cardholder, will first need to confirm the additional cardholder’s details in your app (go to the Manage Cards section and the Card tab). Once you’ve done this and the additional cardholder has downloaded the app and confirmed their card details, they will be able to log in. Going forward they will be able to verify their online purchases.

• Can my additional cardholder log into the app?

  Yes, additional cardholders can now stay on top of their spending using their own version of the Bank of Ireland UK Credit Card app. Before they can log in you, the primary cardholder, will first need to confirm the additional cardholders’ details using your app, in the Manage cards section of the Card tab. Once you have done this, the additional cardholder will be able to log in to their version of the app after confirming their card details. They will now also be set up to verify online purchases.

Making a payment

• I haven’t registered for the app or online servicing. How do I make a payment?

  To make a payment, we recommend you pay your credit card bill through your bank. You’ll need to use the following payment details:

  Sort code: 40-05-30

  Account No: 84603605

  You may be asked for the account name: Jaja Finance Limited (banking with HSBC). Don’t forget to use your current 16-digit credit card number as your payment reference.

  Alternatively, our Customer Services line also has an automated service that allows you to check your balance and make payments using a debit card without having to wait to speak to an agent. Call 0345 309 8099., select the option for Customer Services and then the option to make a payment.

• Can I pay my credit card bill through 365 online?

  You can still make a payment to your credit card account through 365 online by selecting ‘BOI Credit Card’ from the Bill Pay dropdown and adding your 16 –digit card number as your payment reference. This will create a payee option for you to use for future payments. However, you will not be able to see any of your other credit card account details.

  To get the most out of the account servicing options available to you, we recommend you register as a new user on the Bank of Ireland Credit Card app or online service.

  Alternatively, you can pay your credit card bill through another bank using the following account details: sort code: 40-05-30 and account number: 84603605.

• How do I set up a standing order from my bank account?

  You’ll need to use the following payment details:

  Sort code: 40-05-30
  Account No: 84603605

  Don’t forget to use your current 16-digit credit card number as your payment reference.

• How do I set up a Direct Debit?

  The easiest way to do this is through the app or your online servicing account by selecting Payments on the Card tab.

  Once there, you can choose how much you’d like to pay monthly by Direct Debit – your full statement balance, the minimum payment or a fixed amount.

  Please note: only paying the minimum amount for long periods of time will take you longer to clear your balance and cost you more in interest.

Balance transfers

• How does a balance transfer work in practice?

  A balance transfer lets you move your credit card debt from one card to another, usually to take advantage of a lower interest rate. With all of your borrowing in one place, your balances could be easier to manage. Balance transfers can have downsides, there is usually a fee you have to pay to complete the balance transfer. The fee gets added to your balance, increasing the amount you have to repay. A balance transfer may not save you money on interest if you’re not able to pay the balance off before the end of the 0% interest period.

• Is there a fee to pay with a balance transfer?

  Yes, there is usually a fee to pay with a balance transfer. The fee is calculated as a percentage of the total balance you’re transferring. You can find information about balance transfer fees in the email or letter that we’ve sent you, or by speaking to our customer service team.

• What’s the minimum and maximum balance I can transfer?

  Minimum – The minimum amount that you can transfer is £100 for each balance transfer you make.

  Maximum – You can transfer up to 90% of your available balance. You’ll find the total amount you can transfer in your app.

• Why is a balance transfer useful?

  Moving a balance from a credit card with a high interest rate to a card with a lower or 0% interest rate can save you money on interest you’re paying, and therefore you could pay back the money you owe faster. A balance transfer can simplify your bills by combining multiple balances into one card with one payment.

• How long will it take me to pay off the balance?

  It depends on the balance you’ve transferred, and the amount you pay each month. Your payments will be assigned to the higher interest rate first, which means when you make a payment on an account that has both a standard interest rate, and a 0% interest rate, it will pay off the standard interest rate first. If you’re only paying the minimum due each month, you may not be able to repay this balance before the 0% interest period expires, which might mean more debt.

• How can I make the most of my balance transfer?

  To make the most of a balance transfer:

  • Make sure to pay at least the minimum payment on time each month.
  • Try to pay off the balance before the 0% period ends. If you don’t, you’ll start paying interest at the rate set out in your credit agreement.
  • Stay within your credit limit.
  • Set up automatic payments to avoid missing a payment.

• How long does a balance transfer take?

  The balance transfer will be completed within 3 working days of the day you submitted your request.

• What do I need to complete a balance transfer?

  You must be registered for the Bank of Ireland UK Credit Card app and you must have activated your Bank of Ireland UK Credit Card.

  Get your credit card details ready for the credit card you want to transfer a balance from.

  Open the Card tab in your Bank of Ireland UK credit card app and select Balance Transfer.

  Follow the instructions in your app.

• Am I eligible for a balance transfer?

  As a part of servicing your account we’ll notify you of any interest changes on balance transfers via either email or letter. You can also check any existing balance transfer rates you may have in the Bank of Ireland UK Credit Card app. Simply to go the Card tab and select Balance Transfer. If there are no specific balance transfer rates at the time you’ll see in your app ‘no balance transfer offers available’.

• How do I find out when my 0% balance transfer rate ends?

  We’ll send you a letter to let you know before your balance transfer rate ends. You can also get in touch by starting a Live Chat conversation in your app. Simply go to the More tab, select Help and start Chat. Or you can call us 0345 309 8099.

• Can I go into a Bank of Ireland branch and complete my balance transfer?

  Unfortunately not. The only way to complete your balance transfer is to follow the instructions provided in your email or letter.

• Can I only transfer a balance from one credit card or several credit cards?

  You can transfer a balance from more than one credit card, just follow the steps in your app. A balance transfer fee is applicable for every transfer made. Details of the fee will be in the email or letter sent to you.

• Where can I see how much I’ve left to pay on the amount I transferred?

  Your Balance Transfer is added to any balance already on your credit card, and any future spend you make on your credit card. It’s shown as a total balance on your statement. If you would like to know what you have left to pay on the amount you transferred at 0% you can get in touch by starting a Live Chat conversation in your app. Simply go to the More tab, select Help and start Chat. Or you can call us 0345 309 8099.

• Can I clear the amount I transferred at any time and is there a charge for this?

  You can repay the amount you transferred at any time. There is no additional charge for repaying your balance early.

• Will doing a balance transfer impact my credit score?

  A balance transfer can affect your credit score, depending on 1) if you open a new card to transfer a balance and 2) what you do once your balances have been transferred. If you simply move your balances around on existing cards, your credit score most likely won’t be impacted.

• Can I speak to someone to get more information?

  If the original email we’ve sent you, and the FAQs don’t answer all of the questions you have, and you still need to talk to us, call us on 0345 309 8099.

Credit limit increase

• What is my credit limit?

  You can find your credit limit under Manage My Credit Limit on the Card tab in your Bank of Ireland UK Credit Card app, or online servicing account, or on your monthly statement.

• How do I change my credit limit?

  You can’t directly request a credit limit increase, but Jaja will get in touch with you if you qualify for an increase. Please make sure your preferences are correct in the Manage My Credit limit section of the Bank of Ireland UK Credit Card app.

  If you’d like to reduce your credit limit, please contact Jaja through Live Chat found in the Help section of the More tab. Please bear in mind that if you choose to reduce your credit limit, Jaja won’t be able to offer you the opportunity to increase it again for at least 12 months.

• I've received an email or letter saying I’m going to get a credit limit increase on my Bank of Ireland UK Credit Card. What happens next?

  If you’ve chosen to have automatic credit limit increases

  Jaja will increase your limit on the date stated in the email or letter you’ve received unless you let them know that you don’t want it. Please follow the instructions in the email or letter you’ve received.

  If you’ve chosen for Jaja to ask before they apply any credit limit changes

  Jaja won’t increase your limit until you’ve confirmed you’re happy. You can follow the instructions in the email or letter you’ve received to confirm your selection.

• I've received an email or letter saying my credit limit will be increasing but I want to keep my existing credit limit. What do I do?

  If you don’t want to increase your credit limit, please follow the instructions in the email you’ve received to let Jaja know.

  If you’ve chosen to have automatic credit limit increases

  Jaja will increase your limit on the date stated in the email or letter you’ve received unless you let them know that you don’t want it. Please follow the instructions in the email or letter you’ve received.

  If you’ve chosen for Jaja to ask before they apply any credit limit changes

  Jaja won’t increase your limit until you’ve confirmed you’re happy. You can follow the instructions in the email or letter you’ve received to confirm your selection.

• I've received an email or letter saying you're going to increase my credit limit. Will this change my interest rate at the same time?

  No, your interest rate will remain the same.

• Will having a credit limit increase impact on my credit score?

  If you manage your account well, such as always making your payments on time, a higher credit limit could help you improve your credit score over time. A number of things go into calculating your credit score, so it’s always best to have good habits for long-term credit health.

• Can I go into a Bank of Ireland branch and get my credit limit increase?

  Unfortunately not. The only way to get your credit limit increase is to follow the instructions provided in your email or letter.

• Can I speak to someone to get more information?

  If the original email sent to you, and the FAQs don’t answer all of your questions, and you need to talk to us, call us on 0345 309 8099.

Persistent debt

• What is Persistent Debt?

  Persistent Debt is where over a period of 18 months you’ve paid more in interest, fees and charges than you’ve repaid of the amount borrowed.

  The Financial Conduct Authority (FCA) has introduced new rules designed to help customers avoid this long term credit card debt. Under these new rules, we’ll write to you to let you know that your account is in Persistent Debt and what you should do to get out of this.

  If your account is still in Persistent Debt a further 18 months after we first wrote to you, we’ll write to you again, and ask you to contact us to discuss how you can get out of Persistent Debt.

• What will happen if I've been in Persistent Debt for 36 months?

  If your account is considered to be in Persistent Debt, we’ll write to you to ask if you can afford to increase the amount you pay each month. Paying more towards your credit card balance will save you money in interest and will also help you to repay what you owe quicker.

  You’ll need to contact us to talk about your account. If we don’t hear from you within 30 days, we’ll suspend your account which will mean you won’t be able to spend on it.

• What if I don't get in touch with you?

  If you receive a letter because you have been in Persistent Debt for 36 months, we’ll give you 30 days to get in touch.

  If you don’t call us we’ll suspend your card which will mean you won’t be able to spend on it. You’ll still need to pay at least your contractual minimum payment and you’ll continue to pay more interest than you would if you were able to increase your monthly payments.

• What if I don't want to increase my payments, can you suspend my credit card?

  Yes, the rules say that we must suspend your credit card if you decline to take action to repay your balance more quickly – even if you can afford to do so or if you don’t contact us. You won’t be able to use your card for any new spend. You’ll still need to pay at least your minimum contractual payment and you’ll continue to pay more interest than you would if you were able to increase your monthly payments.

• I'm paying my minimum payment each month, so why are you telling me to pay more?

  Keeping up with your contractual minimum monthly payments is the most important thing, but consistently making minimum or low payments for a long time is an expensive way to borrow money. If you can pay off more quickly by increasing your payments, you’ll save money as you’ll be paying less interest and you’ll repay the outstanding balance more quickly.

• What if I can't afford to pay any more?

  These rules are about helping you save money over the long term, but if you are worried that you are finding it difficult to meet your current contractual minimum payments, or can’t make increased monthly payments, call us to see how we can help.

  Alternatively, if you would like to speak to someone independently about free, confidential and impartial advice on your finances, you can contact organisations such as:

  StepChange, PayPlan and Your local Citizens Advice Bureau.

  These organisations provide a source of help and guidance and will be able to give you information about different options available. If you’re already in touch with an organisation giving you financial advice, please let us know and we can deal with them directly.

• Does being in Persistent Debt affect my credit score?

  Making minimum or low payments over a long period can have an effect on your credit rating. However, there’s nothing on your credit report about you being in Persistent Debt, or that your card may have been suspended due to Persistent Debt, so this won’t affect your credit score.

Google Pay

• How do I add my card to Google Pay?

  • The easiest way to add your card to Google Pay is from the Bank of Ireland UK Credit Card App. Simply go to the Card tab, select Google Pay and tap Add to Google Pay button.
  • Or download the Google Wallet app from the Google Play store, and choose to add your credit card as a payment method.
  • When prompted, enter the details of your credit card either by typing them in or scanning your credit card with your smartphone’s camera.
  • You will then be sent a one-time-passcode, which once entered, will enable you to use Google Pay.

• What do I do if I have lost my smartphone, or if it has been stolen?

  If you have lost your smartphone there is no need to contact us. You are able to freeze, or replace your card via the web self-service. If the card is frozen in the app or web self-service, you will not be able to spend on it either physically or digitally via any wallet platform until the card is unfrozen. Please visit this link if you need to access the web self-service.

• How do I remove my card from my Google Wallet?

  Open your Google Wallet app and select the card you would like to remove. In the settings menu, you should see a button or link to remove the card as a payment method from the app.

Legal Information

• When did the Terms and Conditions become effective?

  Your Terms and Conditions became effective on 3 October 2020. You can view a copy of them here.

  You can view a copy of the Summary of Key Changes booklet here.

• Were my personal details transferred to Jaja?

  Yes: your data was transferred to Jaja so that they could continue to manage your credit card account.

  Your data is treated securely and in line with data protection legislative requirements and as indicated in the privacy notices.

• Can I get help if I get into financial difficulty?

  Contact your lender or financial services provider sooner rather than later to see if they can help. There are a number of options they may be able to discuss with you.

  If you do get into financial difficulty, it’s important that you let the Customer Service Team know as soon as possible so they can take steps to help. You can call them on 0345 3098 099.
  

• Where can I get independent financial advice?

  The following organisations offer completely independent financial advice:

  • The Financial Conduct Authority’s MoneyHelper service
  • Citizen’s Advice
  • StepChange Debt Charity (previously known as Consumer Credit Counselling Service)
  • The National Debtline