Help and Support
bopay is committed to delivering the best outcomes for our customers, by providing access to a line of credit, alongside offers and rewards via our mobile app. Our customers are at the heart of our mission to offer accessible credit at fair rates, with outstanding customer service.
As part of our commitment to supporting all customers, we may on occasion refer you to impartial third party advice services who may benefit your individual circumstances. You can access contact information about each service here, or if you wish please get in touch by emailing us at [email protected], or calling us on 0800 058 4424.
How It Works
If you’re thinking about applying for a bopay line of credit, and have any questions, please get in touch.
Eligibility
If you’re a UK resident over 23 years old, employed, have your own bank account with a valid debit card (Visa or Mastercard), mobile phone and email address you may be eligible for bopay line of credit. (If you’ve ever been declared bankrupt or insolvent, you aren’t eligible).
Apply
Register, and complete our application form. When prompted, please use an email address and mobile phone number you can access.
When you complete the application, we’ll conduct a ‘soft’ search on your credit file. This will only be visible to you, and not other lenders.
If you’re approved for a bopay line of credit, a record of the credit search we conduct becomes visible on your credit file to other lenders.
If your application is unsuccessful, then you’re welcome to reapply in the future, and we’ll send you information via email to let you know when you’re able to reapply.
About Our Assessment
When you submit a credit application, we assess your creditworthiness, affordability, and identity. We take into account your credit, financial history, and check your ability to afford repayments based on your current financial circumstances.
We use the most up-to-date regulated data sources, including credit bureau information as part of our assessment for creditworthiness, affordability and how best to support you.
Open Banking and Proofs
If we require Open Banking, this is a method we use for sharing financial data that’s both secure and government backed.
bopay uses a system from consents.online by Equifax to provide Open Banking consent to your bank.
It’s as easy as logging into your online banking and allows us to simply view your banking data quickly and easily. Using Open Banking does not impact your credit file.
What Happens Next
We’ll keep you updated at each stage of your application. If you need any support, then please get in touch.
Credit Limit
If you’re approved for a bopay line of credit, the APR and credit limit we will offer is based on our assessment of your creditworthiness and affordability.
If you’re not approved, we’ll send you an email explaining why.
Document Signing
You’ll be asked to review and sign your loan documents. Please read everything, and be comfortable with the agreement before signing. If you have questions, feel free to contact us.
After signing your agreement, when we ask for your debit card details these are used for repayments on your agreement.
If you change your mind and no longer need a bopay line of credit, contact us right away.
Accessing Your Credit
Once you sign your credit agreement, your assigned credit limit will appear in your account.
To use your credit, you may withdraw as little or as much as you like to your bank account. Funds are sent to the bank account and debit card linked to your credit application.
Credit transfers will usually be visible in your bank account within two hours. There are no fees.
Managing Your Account
It’s simple to manage your account online or via our app, but if you need any help or support, then please get in touch.
Account Management
We’re dedicated to supporting your financial wellbeing. As such, we will review your credit facility on a periodic basis, in order to ensure your credit situation has not deteriorated, and to ensure you are comfortably able to afford your minimum regular repayments.
How frequently we review your account is based on your current credit and financial situation via Credit bureau information, or what you’ve told us. Our commitment is always centred to tailoring support that fits each customer individually.
When you Sign In, you’ll be able to view your balance and statements, withdraw from your current balance or make a repayment.
Your Credit Limit
Your credit limit will update automatically when you either make a withdrawal, or a repayment. You can repay as much as you like toward your balance, and there is no minimum withdrawal. If you ever need to speak to us about your credit balance, please get in touch.
Once your credit facility has been open for six months, you may ask us to increase your credit limit, but this will be at our discretion, and only if we are satisfied that you will be able to afford to repay it. You can ask us to reduce your credit limit at any time.
Peace of Mind
bopay do not charge fees associated with our service, credit provision, or throughout your agreement, including early repayment.
Change of Details
If any personal information has changed (such as your name or address), you can let us know easily. All we ask is that you contact us within 7 days of any such change, and quote your bopay reference in your message.
If you wish to update your repayment date or method of repayment, please make sure you don’t provide your debit card details in your message. Please be aware that we aren’t always able to change your repayment date once your monthly statement has been issued, but you should get in touch if you need any support.
Repayments
Here’s how your repayments will work. If you need any help or support, then please get in touch.
Balance and Statements
Each month, 10 days before your payment is due we’ll generate a statement with your balance, and next minimum repayment in your bopay online account. We’ll notify you when a new statement is available.
You can quickly check your balance by signing in online, or by logging in to your bopay app.
Your Repayments
Repayments are collected by Continuous Payment Authority (“CPA”). Continuous payment authority is a permission you give us that allows us to take payments from the bank account connected to your debit card.
Payments are automatically debited on your scheduled repayment date, provided there are enough funds in your bank account. If you wish, you can cancel this method with your bank or directly with us, but then you’ll need to make the payments yourself, ensuring they reach us by the agreed due date.
Making Additional Payments
In the app, you can choose to pay the minimum or a custom amount. Paying above the minimum helps you clear your balance faster and reduces the interest you’ll need to pay.
We may inform you about changes to the minimum monthly payment or due dates when there’s a new charge, overpayment, or a partial early repayment.
Difficulty with Repayments
If you’re concerned about making your minimum payment, contact us right away, so we may understand your situation and assist you. Our commitment is always centred to tailoring support that fits each customer individually.
If you experience financial difficulty, it’s important to speak to us right away. In order to support you, we reserve the right to reduce or suspend your credit facility while we assist you to get back on track.
To protect you, we may also suspend the credit facility if we detect unauthorised or fraudulent use.
For free financial advice you may also visit www.moneyhelper.org.uk.
General
Here’s some helpful information about us, and how things are calculated. If you have any questions, get in touch.
Changes to terms & conditions
If we make any changes to general terms and conditions, or our privacy policy then you will be notified via email.
Your Account & Data
If you wish to have your data and/or account deleted on either the Google Play Store or Apple App Store, then please get in touch.
For more information about how we deal with your data, please refer to our Privacy Policy.
Regulatory Details
Our registered office is: Ollerbarrow House 209-211 Ashley Road, Hale, Altrincham, England, WA15 9SQ.
Essential Finance Management Ltd t/a bopay is authorised and regulated by the Financial Conduct Authority under 966198, and is registered in England and Wales under company number: 13041288
APR Explained
APR stands for Annual Percentage Rate, and it’s the official rate used for borrowing. You may read about interest rates in more detail by visiting the following article.
Continuous Payment Authority
When you initially apply for the Credit Facility we will take your repayments by using a Continuous Payment Authority (“CPA“) to collect your payments by debit card directly from your nominated bank account. We will collect the repayment due, including interest and any applicable charges, by CPA on the agreed repayment dates (as will be set out in your loan agreement). We will contact you at least three days before the agreed repayment dates, to remind you when each repayment is due. We may do so by email or text.
Where you give us debit card details and a CPA authority for us to collect your repayment, you also give us continuous authority to do so. This means that if we cannot collect the money you owe us on the Scheduled Repayment Date, we can make further attempts to debit your debit card in accordance with our Terms and Conditions, in order to collect the money due to us, on a continuous basis until the amount you owe is repaid.
If the first repayment transaction fails, then we will make a subsequent attempt the same day, to make sure we have not missed your salary deposit. The attempt will be for the Monthly Repayment. Where we cannot obtain the amount outstanding on the due date, we will make immediate attempts on that day and the following days to contact you by phone, email and/or text message and find out why you have been unable to meet your repayment obligations. We urge you to contact us as soon as possible to explain any repayment difficulties. If you are experiencing financial hardship we will show forbearance and work with you to agree an alternative resolution. If we cannot contact you or you unreasonably refuse to agree an alternative approach we will continue with our collection procedures which may, after every avenue has been exhausted, include legal action.
You may cancel the CPA that you have provided us with at any time before the Scheduled Repayment Date(s) by contacting your bank directly, or by contacting us (using the contact details provided below). If you do cancel, you will still owe any outstanding debt and will need to provide us with an alternative method of repayment on the Scheduled Repayment Date(s) to avoid going into default.
External Support
Debt advice:
National Debtline – 0808 808 4000 https://www.nationaldebtline.org/
Citizens Advice – 03444 111 444 https://www.citizensadvice.org.uk/
StepChange – 0800 138 1111 https://www.stepchange.org/
Mental Health:
Mind – for information and support on mental health; http://www.mind.org.uk/information-support/
NHS Choices – for a range of advice on issues relating to mental health; http://www.nhs.uk/livewell/mentalhealth/Pages/Mentalhealthhome.aspx
Domestic abuse :
National Domestic Abuse Helpline- https://www.nationaldahelpline.org.uk/
Women Said – https://www.womensaid.org.uk/
Surviving Economic abuse- https://survivingeconomicabuse.org/i-need-help/
Suicide and self-harm:
Mind – for guidance on supporting someone who feels suicidal please go to http://www.mind.org.uk/information-support/types-of-mental-health- problems/suicide-supporting-someone-else
Samaritans – The Samaritans are there to talk to at any time, in your own way, and off the record. Call them free at any time on 116 123 or visit their website at http://www.samaritans.org/how-we-can-help-you
NHS Choices – http://www.nhs.uk/Conditions/Suicide/Pages/Getting-help.aspx