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Managing my card
Additional cardholders
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Yes, you can add up to three additional cardholders to your account. Additional cardholders must be over the age of 18, be your partner, spouse or a close relative, a permanent UK resident and live at the same address as you. 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.
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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.
Managing your account
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If your account has been kept in good order, we'll automatically generate a new card 4-6 weeks before your card expires.
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Once you have set up your Direct Debit we will send you an email or SMS the next working day advising that your Advance Notice document and Direct Debit guarantee can be viewed in the Online Account Manager or in your Aqua app. These documents will also give you further information on your Direct Debit set up. We will post these to you if you have not provided us with an email address or mobile number.
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Setting up a Direct Debit can take up to six working days from the date you tell us to set one up.
When you set up your Direct Debit, we'll let you know if it'll be in place for your next collection date.
When you set up your Direct Debit, we'll let you know if it'll be in place for your next collection date.
Ordering a replacement card
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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.
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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
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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.
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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.
Updating your details
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You'll be able to update your address once you've received and activated your card. So if you think your card is heading to the wrong address, please get in touch to let us know.You have the option to re-apply for an Aqua credit card account with a different address. However, if you choose to do that, you'll need to close your account then wait 90 days for the credit reference agencies to update their records.
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Once your account is fully activated, you can update your address in the 'personal details' section of the Aqua card app or your Online Account Manager. You can also change your name, telephone number and email address here. Please keep all your details up to date to make sure you receive important information about your account.
Using your card
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You can activate your card in your Aqua Mastercard app or through the Online Account Manager, please visit activate.
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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
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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.
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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
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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.
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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.
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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.
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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.
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Once you’ve received and activated your card, you can view your PIN instantly in your mobile app or Online Account Manager.
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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
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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.
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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.
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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’.
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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.