- 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.
- 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.
- 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.
- 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:
- 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 pay stamp duty on my account – will this continue?If you are currently required to pay stamp duty then yes, you will continue to be required to do so.
- Does this change impact the payment break I have or have applied for as a result of Covid-19No, if you are currently on a payment break, or have applied for a payment break, this is unaffected by this change.
Registering for the app
- Can Additional Cardholders register for the dedicated credit card app or online servicing account?No, only Primary Cardholders can currently register.
- Do I need to register as a new user and create a new passcode?Yes, you will need to register as a new user.
- Do I need to register for the app or an online servicing account before I can login?Yes, you need to register before attempting to log into the app for the first time.
- 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.
You’ll be asked for your mobile phone number and will need to enter a verification code sent to your mobile phone via text message. Follow the security instructions and create your new password and 5-digit passcode.
Once you’ve selected your marketing preferences, you’ll be able to log in to complete your registration.
If you experience problems, please contact us on 0345 309 8099*.
- I'm struggling to register once I've entered my personal details and details about my card. What am I doing wrong? Check your details carefully, however if you continue to experience problems with the registration process, please contact our Customer Services team on 0345 309 8099*.
- 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*.
- I've registered for the app and an online servicing account but have been taken back to the home screen. How do I get into my account?Once you’ve successfully registered, you’ll need to log in to access your account. Make sure you use the details you set up during registration.
Card and PIN
- Who do I contact if I do not receive my card?Contact us on 0345 309 8099* straight away.
- What is a contactless payment?Contactless is a fast, easy and secure way to pay for goods and services under £45 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.
- 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*.
- Will I be able to 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 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, later on this year.
- 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.
- What should I do with my Bank of Ireland Mastercard once I receive my new card?Once you’ve activated your new one, destroy your old card, ensuring you cut through the Chip, and safely dispose of your old card. Your old card will stop working after 30 days of receiving your new one, regardless of the expiry date printed on it.
- Will my contactless limit still be £45 with my new card?Yes, a contactless limit of £45 per transaction will still apply. You’ll need to make one transaction using Chip & PIN before you can start using contactless.
- 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.
- My current Bank of Ireland Mastercard doesn’t expire for a while. Can I continue using this?Your old card will stop working after 30 days of receiving your new one, regardless of the expiry date on it. Activate your new Bank of Ireland UK Visa card as soon as you receive it.
- Will my PIN still work?Yes. Your current PIN will continue to work: you will not receive a new PIN when you get your new Bank of Ireland UK Visa Credit Card from Jaja.
- I've lost my PIN. How do I get a replacement?You can view your PIN immediately through the app and your online servicing account. You can also request a PIN reminder by calling us on 0345 309 8099*.
- 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*.
- What happens if I'm away when my new Credit Card arrives from Jaja?If you’re away, your existing Credit Card will continue to work for 30 days after the new card has been issued.
- Is there a difference between Visa and Mastercard?Visa and Mastercard are different card networks. Both types of card are widely accepted at millions of retailers in over 200 countries worldwide.
Interest and charges
- Where can I find out about interest and charges?You can find detailed information about our charges and interest rates in the Summary Box section for each credit card.
- 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. Make your payment using sort code: 40-05-30 and account number: 84603605 and include your 16-digit card number as the payment reference.
- I haven’t registered for the app or online servicing yet so how can I see my balance or pay my bill?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.
- I’m worried that as I can’t make a payment in the app or my online servicing account, I’ll be charged a late payment fee.If you have been charged a fee and you don’t believe you should have, please contact us and we will discuss your individual circumstances with you.
- Can I still 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.
- I have a standing order set up on my Bank of Ireland Current Account - do I need to change this?If you have a standing order set up to pay your Credit Card from your Bank of Ireland UK Current Account, we have updated the details to make sure your payments reach the correct account.
- I have a standing order set up from another bank account - do I need to change this?Yes, you’ll need to use our new 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.
If you’ve already made a payment using the old details, don’t worry – we’ve received your payment. Please use the new details the next time you make a payment.
- Are there any changes to how I pay my credit card?You are still able to make payments in branch, online, over the phone and by post. However, the timing of some types of payment have changed and we’ve summarised these below.
Payment type Timing before the move to Jaja Timing now your account has moved to Jaja What’s changed? Direct debit Payment was deducted from your Bank Account on the payment due date shown on your credit card statement. Payment will be deducted from your Bank Account on the payment due date shown on your credit card statement. No change. Using 365 Bill Pay Payment was credited to your account the same working day if the payment is made before 5pm. Payments made after 5pm are credited to your account the next working day. Payment will be credited to your account the same working day if the payment is made before 4:30pm. Payments made after 4:30pm are credited to your account the next working day. The cut off time for same day payments moved from 5pm to 4:30pm. By Telephone/Online Banking Payment was credited to your account the same working day if the instruction was received before 5pm. Payment will be credited to your account the same working day if the instruction is received before 5pm. No change At a Bank of Ireland UK Branch (Cash) Payment was credited to your account in real-time (same working day). Payment will be credited to your account at the end of the next working day. Payment is credited to your account one working day later. At a Bank of Ireland UK Branch (Cheque or Credit Transfer) Payment was credited to your account at the end of the next working day. Payment will be credited to your account at the end of the next working day. No change At a non-Bank of Ireland UK Bank branch (Cash or Cheque) Payment was credited to your account within three working days. Payment will be credited to your account within three working days. No change By Post (Cheque) Payment was credited to your account within two working days of receipt. Payment will be credited to your account within two working days of receipt. No change At a Bank of Ireland ATM machine This service will no longer be available once your account moves to Jaja.
- I have a payment arrangement with you, has that changed?Any payment arrangements you have agreed will not change as a result of the move to Jaja and you should keep making payments in line with that plan.
Managing Your Account
- 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.
- How can I check my balance if I’m not yet registered for the new app or online service?Our Customer Services line also has an automated service that allows you to check your balance without having to wait to speak to an agent. Call 0345 309 8099*, select the option for Customer Services and then the option to check your balance.
- Am I still able to see statements from before the move to Jaja in my online servicing account?Yes: key information from your previous statements is available to view in your new app and online servicing account. You are also able to request paper copies of previous statements by calling us on 0345 309 8099*.
- 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.
- Has my credit limit changed?No. Your credit limit remains the same. As with all card providers, Jaja has the right to review your credit limit and may choose to change your credit limit in the future. They will contact you if this happens.
- How to download your new Bank of Ireland UK credit card mobile app
- 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.
- I’ve been told that my credit card account is in Persistent Debt. Now my account has moved to Jaja, will this change?Your account remains in Persistent Debt now it has moved to Jaja. If you can afford to pay more to reduce your credit card balance this will save you money in interest and will also help you to repay what you owe quicker.
- 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.
- When did the new Terms and Conditions become effective?
- 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.
If you have a question, that hasn’t been answered here, you can call us on 0345 309 8099.
Our current opening hours are:
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