MOBILE APP FAQS
Download the new 118 118 Money app today
iOS is available on the App Store
Android is available on Google Play
The 118 118 Money app is only available for iOS and Android devices. If you do not have either you can still manage your account through the online portal, simply log in here.
Does the new app look different in the stores?
Yes, we’ve got a brand-new look and feel, and the new app icon is our 118 118 Money logo on a dark grey background.
Logging in to the new mobile app
Existing Customers
If you’re an existing customer and have used the online portal or the old 118 118 Money app to access your account, you can use the same email and password combination to log in to the new 118 118 Money app.
New Customers
Before you download the new mobile app, please ensure you have registered and set up your online account with the temporary password set through the welcome email you would have received. Once set up download the new app and use the same email and password combination to log in.
To enter the new app for the first time we will ask you to
1. Log in by entering your email address and password
2. Send you a 6-digit One Time Passcode (OTP) to the mobile number we have registered to your account
3. Once entered successfully you will be asked to set up and confirm a 6-digit passcode for access to the app.
4. If you have biometrics set up on your device this is where you will be asked if you’d like to use this to enter the app in the future
5. You should now see the home screen of your account
If you’re having trouble logging in please send an email to feedback@118118money.com with us much information as possible to help us understand what you are experiencing.
FORGOTTEN LOG IN DETAIL OR INVALID LOG IN DETAILS
Simply follow the forgotten password link and instructions on screen to reset.
If you’re still experiencing issues send us an email with the below details to feedback@118118money.com
- iPhone or Android phone
- Device model
- OS version
- Is your phone jailbroken?
- What you’re experiencing
Successfully logged in, set up a passcode and/or biometrics but can’t see any account details
If you managed to successfully log in but can’t see your account details, it may be due to an issue we are aware of – especially if you have both a credit card and loan with us and have applied for one through a broker site. Don’t worry, if you successfully applied and have been using your credit card and loan without any trouble or have been able to view this on the portal your account details are there, it’s just not visible in the new app. If you are experiencing this issue, just send us the details below to feedback@118118Money.com and we’ll be in touch to fix this.
- Full Name
- Email Address
- Mobile Number
- Postcode
DEVICE PASSCODE AND WHY IT’S NEEDED
To use the new 118 118 Money app your device will require a passcode set. This is to protect your account from fraudsters and an added layer of security.
IS FULL LOG OUT REQUIRED WHEN LEAVING THE APP?
When you have finished viewing your account there is no need to log out.
Simply close the app by swiping up or backgrounding it. Every time you now open the app you will just need to enter your selected passcode or authenticate using biometrics (if you have this enabled).
As an added security feature we may ask you to do a Two-Factor Authentication (2FA) login. We do this just so we know it’s still you who’s using your account.
It’s important to note that if you choose to log out from your profile screen, then this will revoke your access and you will be required to follow the Two-Factor Authentication process again, which means re-entering your email address, password and OTP.
APP PASSCODE IS NOT RECOGNISED
If there is an issue with your 118 118 Money app passcode you can reset this by tapping the reset passcode link in the bottom right corner of the screen.
Update personal details – coming soon!
We understand our customers would like the flexibility to be able to update personal details like mobile number, address, or email address at a tap. While this is currently unavailable in the new mobile app, it is something we are working hard on and a feature that will be coming soon, so keep a look out!
The new app is packed full of features, it’s never been easier to view your 118 118 Money credit card and loan anywhere, anytime and you can:
Credit Cards
- View your latest balance and available spend
- View your latest transactions, including transactions that are pending or unrecognised transactions
- Make payments to your credit card
- Approve or decline transactions when shopping online
- Set up or manage Direct Debits
- Freeze your card or report it lost or stolen
- View your PIN
- View and download your monthly statements
- View your credit card agreement
- Chat to us through the in-app chat function
- See any offers you’re eligible for – you must have opted into marketing
- Manage marketing preferences
Loans
- View your loan details
- Make monthly payments
- Manage Direct Debits or set one up
- View and download annual statements
- See your loan agreement
- Request a loan settlement
- Chat to us through the in-app chat function
- See any offers you’re eligible for – you must have opted into marketing
- Manage marketing preferences
If there is something, you cannot do or find in the new app and need to get in touch you can do this easily through the in app chat function. Simply tap the feed icon on the right of the navigation bar and click the chat icon. Please be aware that our customer services team are normally busier than usual on the first and last week of every month, so if it’s not an urgent enquiry we advise you get in touch at a quieter time.
HOW DO I MAKE A PAYMENT USING A SAVED DEBIT CARD?
If you have a debit card saved to your credit card or loan account, you can use it to make payments quickly. It’s easy to see if you have a debit card saved, simply:
1. Log in to your 118 118 Money app.
2. Select the red PAY button on the home screen, this can be found on the navigation bar at the bottom of the screen.
3. If you have a credit card and loan with us you can toggle between accounts by tapping the word ‘loan’ or ‘credit card’ in the title. Toggling between the two will update the payment due and debit card details stored for each account.
4. If you are making a payment to your loan account and your debit card is stored, just slide to pay. If you’re making a payment on your credit card, the amount shown is automatically set at your minimum payment amount due for that month. Use the slider or tap into the amount field to change the amount. When ready, simply swipe to pay to complete your payment. Please follow any onscreen instructions and any extra authorisations from your bank provider to complete the transaction.
5. Once payment is successfully completed, you will see the ‘Payment successful’ screen below.
Alternatively, you can make payments from your online account by logging in from the website 118118money.com.
CAN I MAKE A PAYMENT TO MY CREDIT CARD OR LOAN ACCOUNT USING LIVE CHAT?
It’s still faster to make payments to your account through the mobile app or the online account service. But if you do have a card already stored on your account and would like to chat to us first, you can get in touch through the in-app chat or website chat widget and we can help with your query or facilitate taking the payment.
MY PAYMENT HAS FAILED, WHAT CAN I DO NOW?
If you attempted to make a payment through the mobile app and it failed, there are a few things you should try before getting in touch:
• Ensure you have good network coverage or are connected to the internet before attempting a payment
• Some bank providers may ask you to verify or authorise a transaction that you are making. If your transaction does require authorisation, please follow the onscreen instructions presented. Depending on your bank provider, you may be asked to use their banking app, enter a one time passcode or an answer to a memorable question. For your payment to go through you must complete this authorisation with your bank provider or choose another payment method to make your payment.
• Ensure your push notifications are enabled for your bank provider, you can manage this in your device settings by tapping the associated app.
• If your saved card has expired, don’t worry you can easily replace this through the 118 118 Money app, just:
1. Log in to your 118 118 Money app.
2. Select either credit card or loan tile from the home screen and click Pay.
3.Select the ‘expired’ card saved on your account.
4. Select Add New Card from the pop-up screen.
5. Enter the long card number of the new card you want to add and select Next.
6. Enter the card expiry date and select Next.
7. Enter the CVV number as seen on the back of the payment card. To save this card to your account you must select the ‘save card’ checkbox.
8. Your new card will now be stored in your account, and this will be visible on the payment screen. You can now continue to make a payment with the new stored card.
PAYMENT HISTORY
View past, recent and pending transactions on the home screen of the app. If you have both a credit card and loan, there will be two tiles that can be swiped. When swiped the transaction activity changes to reflect each product’s activity.
PENDING TRANSACTION
If you’ve made a purchase using your 118 118 Money Credit Card or have recently made a monthly payment to your 118 118 Money Credit Card, the transaction will appear in the transaction list with a small grey clock. Tapping the transaction opens a new screen with more details.
CAN’T SEE A PENDING TRANSACTION
If you can’t see a transaction you’ve made and it’s not pending (with the grey clock), then close the app and re-enter after a few minutes. This should refresh your account and update with any transactions you have made.
THERE IS STILL A TRANSACTION PENDING
If a purchase or transaction was made over the weekend or bank holiday period, it can take a few days for the transaction to be processed and for it to show in your transaction list. If the purchase was made online then check to see if you have received any communications from the merchant on an unsuccessful transaction.
DON’T RECOGNISE A TRANSACTION?
If there is a transaction that isn’t recognised, simply tap the transaction to expand the screen. Click “Something wrong?” and follow the on screen instructions.
APPROVING ONLINE TRANSACTIONS
Shop online safely and with confidence. From time to time we may ask you to authenticate a transaction when using your 118 118 Money credit card. This is to protect you against fraudsters and to check that it’s really you making the purchase. We’ve made approving your transactions even simpler in the app. When you make a purchase you will be sent a push notification or be signposted to open the app. Tap the approve transaction widget on the homescreen and check the details of the transaction.
Choose to either approve or decline. Return to the retailer to complete your purchase.
Please ensure notifications are enabled for the 118 118 Money app. You can manage this through your device settings on your handset.
HOW DO I FREEZE MY CREDIT CARD?
If you’ve misplaced your credit card or would like to freeze any further spending on your credit card, you can do this instantly in the app.
1. Log in to your 118 118 Money app.
2. Tap the credit card tile on the home screen.
3. Tap the Freeze card button underneath the image of your credit card.
4. You will see a message prompting ‘Are you sure?’ Select Yes, freeze it if you would like to continue. Remember, any scheduled or recurring transaction(s) you have set up on your 118 118 credit card will continue to be taken as normal. Tapping freeze card will only stop any over-the-counter or online purchases made using your credit card.
5. This will then return to the home screen showing the card has been frozen.
HOW DO I UNFREEZE MY CREDIT CARD
To unfreeze your credit card, log in and:
1. Tap the credit card tile
2. Select the unfreeze button
3. Your card is now unfrozen and your credit card tile will show your card activity and next payment due details as normal
Freeze additional cardholder cards
If you have an additional cardholder on your account, you can also choose to freeze and unfreeze their card. When clicking the credit card tile you are taken to an expanded view. If you have additional cardholders simply swipe the credit card image to see any cards associated with your account and select the card you want before tapping the Freeze card button.
HOW CAN I VIEW MY PIN?
Can’t remember your PIN? You can now view this in your 118 118 Money app any time. Simple and easy to use, just follow the steps below:
1. Log in to your 118 118 Money app.
2. Tap the credit card tile from the home screen.
3. Select ‘View PIN’
4. Read the safety instructions before you proceed, and when ready tap continue.
5. Enter your CVV (3 digits on the back of your credit card).
6. Ensure no one else can see your screen before selecting ‘Show Pin’.
I HAVE A QUERY ON MY CREDIT CARD ACCOUNT
You can view various account details from within the 118 118 Money app, including amount due, next payment date, credit limit, remaining balance and much more.
1. Log in to your 118 118 Money app.
2. From the home screen select the credit card tile to view your account details. If you have more than one product with us, swipe and select the credit card tile.
HOW DO I SET UP A DIRECT DEBIT TO MAKE REGULAR PAYMENTS?
Setting up a Direct Debit to make payments is a great way to never miss a payment. The fastest way to do this is through the mobile app.
1. Log in to your 118 118 Money app.
2. Select the credit card tile from the home screen.
3. Click Set up Direct Debit now and enter the bank account details where you want the Direct Debit to be taken from – you’ll need the Account holder name, Account number and Sort code.
4. Select either Minimum payment, Full balance, or enter a Fixed monthly amount you’d like to pay. Select the checkbox to confirm that you are the account holder and select Next.
5. Check all details are correct before selecting Confirm.
Please be aware that it can take up to 5 working days to set up a Direct Debit and you should continue to make any payments until you have received confirmation of it being set up.
HOW CAN I ACCESS OR DOWNLOAD MY CREDIT CARD STATEMENTS?
You can access and download your credit card statements at any time through the mobile app.
1. Log in to your 118 118 Money app.
2. Select the feed icon on the bottom right of the home page, next to the pay button.
3. Select Docs in the top right hand corner.
4. Select Credit Card, click on the statement you wish to view or download.
SETTLEMENT QUOTE
If you’d like to find out a settlement figure for your 118 118 Money loan, simply:
1. Log in to your 118 118 Money app
2. Click the dark grey loan tile and see your loan details
3. At the bottom of the screen there is a link request settlement quote. Clicking this link will open another screen titled "request settlement quote"
4. Simply click the red button to action a settlement quote
The settlement quote will be sent by post to the address on your account within 7 working days.
CAN’T SEE A SETTLEMENT QUOTE BUTTON
If a settlement quote has already been requested a date of request will appear on the loans detail page and the settlement quote you receive in the post will be valid for 28 days and you won’t be able to request another one within that time period.
New loan or customer but can’t see settlement quote
If you have just taken out a loan you won’t be able to request a settlement quote for 14 days through the app. Please get in touch through the in-app chat to find out more.
To find out more about Settlement quotes see more FAQS - www.118118money.com/faqs/
I HAVE A QUERY ON MY LOAN ACCOUNT
You can view various account details from within the 118 118 Money app, including amount due, next payment date, remaining balance and much more.
1. Log in to your 118 118 Money app.
2. From the home screen select the loan tile to view your loan account details. If you have more than one product with us, swipe and select the loan tile.
HOW DO I SET UP A DIRECT DEBIT TO MAKE REGULAR PAYMENTS?
Setting up a Direct Debit to make payments is a great way to never miss a payment. The fastest way to do this is through the mobile app.
1. Log in to your 118 118 Money app.
2. Select the loan tile from the home screen.
3. Click Set up Direct Debit now and enter the bank account details where you want the Direct Debit to be taken from – you’ll need the Account holder name, Account number, Sort code. Select the checkbox to confirm that you are the account holder and select Confirm.
4. Check all details are correct before selecting Confirm.
Please be aware that it can take up to 5 working days to set up a Direct Debit and you should continue to make any payments until you have received confirmation of it being set up.