General Questions

Our partnership with Jaja

  • Who are Jaja?

    In 2019, Bank of Ireland UK announced the sale of its existing UK Credit Card portfolios to Jaja Finance Ltd (Jaja). They became the UK Credit Card issuer for Bank of Ireland UK Credit Cards on 3 October 2020.

    Jaja is a UK-based credit card provider regulated by the Financial Conduct Authority. Jaja’s team are passionate about their customers, offering products and services that provide simplicity, functionality, service and security. They share Bank of Ireland’s commitment to delivering outstanding customer service and we are proud to partner with them.

    This change does not affect any other Financial Services products you may hold with Bank of Ireland UK.

  • Where can I find out more about Jaja?
    For more information on Jaja, please visit their website – www.jaja.co.uk/boi-uk
  • Did the change impact my credit history?
    Your credit report will note that you have an agreement with Jaja Finance Ltd but it will not impact your credit score.

    Please remember to maintain your repayments to avoid impacting your credit history.

  • I want to apply for a Bank of Ireland UK Credit Card; when will they be available again?
    We will be launching a new credit card, in partnership with Jaja, soon.

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 do I make a balance transfer?
    You can request a balance transfer during the application process. You’ll need the card details you wish to transfer the funds from including the card number and amount to be transferred.
     
    If you’ve already applied and wish to make a balance transfer you can do this through your online account or you can call 0345 3098 099 and we can do this over the phone for you.
     
    The total balances we can transfer will depend on your credit limit. It may take between 2 and 3 weeks to process your application. Until then you may need to make a payment to your other Credit Card.
  • 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 on your credit card please call 0345 309 8099.
  • Am I able to manage my credit card over the phone?
    Yes. You can service your account by calling us on 0345 309 8099*.
  • Why has my credit card disappeared from 365 online?
    Your card has been removed from 365 online as part of the move to Jaja. Jaja have developed a brand new mobile and online service for Bank of Ireland UK Credit Card customers. To continue to service your account online or in the new app, you will need to register as a new user and set up a new passcode.
  • I have signed up for paperless / electronic statements. How will I be notified?
    You will now be notified that your statement is ready by email. Please ensure we have your up-to-date email address to continue to receive notifications of when you’re electronic statement is ready to view.
  • 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.
  • How is interest calculated?
    Your Credit Card may have different rates of interest for purchases, balance transfers and cash withdrawals.
     
    You’ll find your interest rates on your statement.
     
    Interest is calculated as a percentage on the amount you borrow. The longer it takes you to pay off your balance, the more interest you will have to pay.

Registering for the app

 

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.
  • What is Strong Customer Authentication (SCA)?
    Strong Customer Authentication (SCA) works to ensure that it is genuinely you when making purchases online, by adding an extra layer of security and verifying online purchases through your 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 use online servicing. Will I be able to use this to verify my online purchases instead of the app?
    No, you will only be able to verify your online purchases in the app. As you have already registered, you will simply need to download the app and login using the passcode you created when you first registered for online servicing.
  • 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 I have to verify my online purchases in the app every time I shop online?
    Not every transaction is the same, so there might be instances where we do not ask you to verify your purchase.
  • How will I know I need to verify an online purchase within the app?
    You will be prompted to verify your purchase when you are in the online checkout process. You will be asked to open your Bank of Ireland UK Credit Card app to confirm it’s you making the purchase. Once verified, you can return to the online checkout process and complete your transaction.
  • 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.
  • Where can I find out more about using SCA on my other Bank of Ireland UK products?
    Please visit our SCA FAQs here.
 

Card and PIN

  • What is a contactless payment?
    Contactless is a fast, easy and secure way to pay for goods and services under £100 without entering a PIN. To make a payment, all you have to do is follow the instructions on the terminal and place your contactless card over the contactless reader.
  • 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.

    Watch the useful video below for help activating your card in the app or your online servicing account.


  • Do I need to update my card details to make online purchases?
    Yes, if you use your card for any online services, for example Uber or Amazon, then make sure you update your account with your new card information.
  • 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. You can change your PIN at most ATMs, but you’ll need to know what your existing PIN is to be able to do this.
  • What happens if I get my PIN wrong?
    You’ll have 3 chances to enter your PIN correctly when you’re trying to pay. If you enter it incorrectly 3 times in a row your PIN will be locked and you’ll need to unlock it before you can use it again. To unlock it call customer services on 0345 3098 099. If you’ve forgotten your PIN, call customer services on 0345 3098 099 and they can send you a new one by post.
  • 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*.
 

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.
  • How is interest calculated?
    Your Credit Card may have different rates of interest for purchases, balance transfers and cash withdrawals.
     
    You’ll find your interest rates on your statement.
     
    Interest is calculated as a percentage on the amount you borrow. The longer it takes you to pay off your balance, the more interest you will have to pay.
  •  

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 using your 16 –digit card number as your payment reference. 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.

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 do I need to do to get out of Persistent Debt?
    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.
  • What will happen if I've been in Persistent Debt for 36 months?
    We’ll contact you to let you know what options you can consider to pay off the balance more quickly (usually within three to four years).

    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 will happen if I do agree to pay more each month?
    We’ll help you work out how much more you need to pay off each month so that you’ll repay your credit card balance within the next three to four years. If you can afford to pay an even higher amount, you may be able to get out of Persistent Debt sooner and pay less interest overall. You may also find it easier to set up a fixed payment Direct Debit for this higher amount.
  • 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 should I do now and why should I get in touch?
    First of all, please don’t ignore any letters we send you. Give us a call and we can discuss a way forward that works best for you.

    You’ll still need to pay your contractual minimum payment but we can discuss with you how you can pay off the balance more quickly and get out of Persistent Debt.

    If your account remains in Persistent Debt for 3 years and you don’t contact us, we’ll suspend your credit card, so you won’t be able to use it for any new spend.

  • What if I can't afford to pay any more?
    These new 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 (www.stepchange.org) PayPlan (www.payplan.com) Your local Citizens Advice Bureau (www.citizensadvice.org.uk)

    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.

Legal Information

  • When did the new Terms and Conditions become effective?
    Your new 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 Money Advice Service
    • Citizen’s Advice
    • Consumer Credit Counselling Service
    • The National Debtline

Contact Us

If you have a question, that hasn’t been answered here, you can call us on 0345 309 8099*.

Our current opening hours are:

Monday Tuesday Wednesday Thursday Friday Saturday Sunday
8am – 7pm 8am – 7pm 8am – 7pm 8am – 7pm 8am – 7pm Closed Closed

*0345 numbers may be part of the inclusive price plan provided by your phone operator, however please check before you call. Calls are recorded and may be monitored for security, quality control and training purposes.