For example, prior to making a withdrawal from your Dapper balance, you will have to complete an identity check. This layer of security is used to help prevent fraud and to protect the community. Protecting your collection is a top priority for us. To complete the identity check, valid government-issued identification is required, although which type of ID you use will depend on your region.
Dapper account holders will be able to withdraw from their Dapper Balance, both in the form of wire transfers to a US bank and cryptocurrency deposits to digital wallets , after undergoing a review. Please note: to read more about withdrawals, click here. This is an inconsistent issue that our dev team is working tirelessly to fix.
The same goes for listing and delisting Moments. Your detail helps us fix. There is some slow down with fulfillment, but these should eventually show up after a few hours. Please note there is a delay in transactions as our website is experiencing a high volume of traffic. If your packs or Moments are still not appearing in your collection, I recommend logging out and logging back in, as well as clearing your cache.
If that does not work after a couple hours, please fill out this form and our team will look into the issue more closely. We announce limited edition pack drops at least 8 hours in advance to the community. Be prepared and plan accordingly! What is a complete open order?
When making card payments, you want to know you are using secure payment services. This means making sure that you:. See our fraud guides for information about the different types of fraud and tips to keep your data protected. Whether banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise:. Learn more about our secure banking promise.
Sometimes businesses you pay may use different trading names. A quick internet search can help. Or, you can use the button below to see the list of common retailers.
Card payment support. On this page. How we can help. Remaining safe. Common Retailers. Report fraud. We've got you covered. Help with a Debit Card transaction. You were charged more than once, or the wrong amount. You used your debit card or a cash machine abroad, but there was an issue. How can debit card transaction notifications push notifications help protect my debit card?
You can simply opt-in through your mobile app: Open your mobile app. Help with a Credit Card transaction. Not received goods or services you've paid for by credit card.
The first step in making a claim is speaking to the retailer to see if they can resolve. Speak to the retailer first You should start by contacting the retailer first, as most queries can be resolved quickly and efficiently with them. To see if we can support please follow these 4 simple steps: Step 1: Have you already cancelled the payment with the retailer? In most cases the retailer will be able to resolve any queries you have. Step 2: Is the transaction still pending?
Step 3: Is it a credit card payment? Step 4: Submit a dispute form Where you have been unable to resolve with the retailer, it is important that you use the appropriate forms below as soon as possible. This optional additional amount will be shown on your statement. You can pay the Payment Requested using any of the methods shown on your statement.
The Recommended Extra Payment amount may change each month so it is important you check your statement. Setting up a Direct Debit can take up to 6 working days not including, where relevant, the working day on which you request it. Please be aware your bank may cancel your Direct Debit if it has been dormant for 13 months. When you set up your Direct Debit we will tell you if it will be ready in time for your upcoming payment due date. Your Direct Debit will be ready to take a payment the following month.
These documents will also give you further information on your Direct Debit set up. We will post these documents to you if you have not provided us with an email or SMS.
If you make an additional payment 3 or more working days before your payment due date your Direct Debit amount will reduce by the amount you have paid. We will send you an alert advising you if your payments have changed your Direct Debit amount through the month. Yes, you can change your Payment Due Date 3 times a year. If you wish to change your payment due date please call customer services.
In certain instances e. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction - it results in the relevant amount being deducted from your available balance only it is not however processed as a transaction. Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.
We will never ask you to supply personal details in emails. You should have all the claim information in the packs sent to you. If you are an existing marbles cardholder and you'd like to opt-out of receiving marketing from us, you can log in to your online portal and update your marketing preferences within the Account Settings section, Contact Preferences. We will still contact you to service your account.
If you'd like your details to be removed from postal mailings in general, we suggest that you register this preference with the Mailing Preference Service at www. We will update our systems with your preference straight away, so you will not be selected in future, but please be aware that you may receive marketing that is already in production, for a few weeks.
You can be safe in the knowledge that we use the latest technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions.
You can also do your bit to keep your identity safe from theft. We have dedicated teams to monitor account activity and intercept any suspicious transactions.
Get your free Experian credit report online with a free trial of CreditExpert. A one-time passcode OTP is a unique code that will be sent to the mobile or home phone number registered to your account to authorise certain actions, such as online transactions. The OTP acts like a key, helping to prevent anyone else from authorising these actions. You should always review the full OTP message you receive, checking it accurately describes the action you have requested.
Never share your OTP with another person. You will not normally be charged for receiving an OTP. Otherwise we will send OTPs to your landline. You should receive your OTP within seconds, in exceptional circumstances, it could take a couple of minutes depending on network coverage. We need you to ensure your mobile number and landline are correct so that you are able to receive one-time passcodes OTP. This also applies to any additional cardholders you may have on your account which can be updated in their section.
This service offers more secure Internet shopping, using your preferred form of Internet payment — your marbles credit card. The service will assess each transaction and your card details are either automatically verified or, where a transaction is deemed to be high risk, you will be required to provide information for further verification. The marbles Secure service only applies to online purchases at participating retailers.
When you make a purchase online, marbles Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase.
You may be required to give further information to verify your card details. With marbles Secure, your transaction is more secure as we use a security system that runs behind the scenes while you shop online, helping to prevent unauthorised use of your marbles card. Many online retailers are already participating in the marbles Secure service.
As the service grows, more will be added. One of the great advantages of marbles Secure is that you can use it from any computer connected to the Internet and has a compatible browser. To view the marbles Secure conditions, please go to the terms of use page. For more help and information, call the marbles helpdesk who will be pleased to assist you.
The number is on the back of your card. Some software may not allow pop-ups. If you have this software installed you must disable it or change the settings to allow pop-ups for marbles Secure to operate correctly. We may not think the transaction is risky, or it may be that the retailer does not use marbles Secure yet but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.
When you enter into a credit agreement with us, you explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you. Please note that this does not affect any rights and obligations you or we have under the Data Protection Legislation and you may withdraw this consent by closing your account.
If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes as set out in our Privacy Notice. The FCA set a deadline of 29 August for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.
Generally, if you didn't make a complaint to us on or before the 29th August , you can no longer claim money back for PPI from us, nor can you raise a complaint with the Financial Ombudsman Service. If you submitted your complaint on or before 29 August , receipt of your complaint will be formally acknowledged.
Within 8 weeks of receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response. Please note that the run up to the deadline is likely to have been a particularly busy period for all providers, which may result in your final response being delayed. If you aren't happy with the final response, including if your complaint is rejected, or you do not hear back, you should contact us. If you still aren't satisfied after contacting us, you can complain to the Financial Ombudsman Service.
You may be able to complain to us or to the Financial Ombudsman Service after the deadline, if you couldn't complain within the time limit due to 'exceptional circumstances'. The Financial Ombudsman Service has more on 'exceptional circumstances'. NewDay is a fresh, new alternative in financial services and one of the UK's fastest growing companies, welcoming over one million new customers last year.
Our consumer brands include the aqua, marbles and Opus branded range of credit cards. The FCA has considered ways in which credit card customers can avoid long term debt. It has introduced new rules which require us to take steps where customers are in Persistent Debt. This usually happens when you pay only the contractual minimum payment, or an amount close to it, each month. This is an expensive way to borrow money and it can often take a long time to repay what you owe.
If you are still in Persistent Debt after 36 months, the FCA expects us to take action to ensure that your balance is repaid in a reasonable period. In certain circumstances we may freeze your card until you increase your repayments.
If you do, we will contact you to let you know and suggest ways that you can increase your payments. If your account is still in Persistent Debt after 36 months we are required to take additional measures to help you pay off your balance in a reasonable period. In certain circumstances we may need to freeze your card until you increase your repayments.
Regularly making payments higher than the contractual minimum payment will help to avoid your account being in Persistent Debt. To help you do this, we have introduced Boosted Payments. This is a variable higher payment which will clear your balance faster and help you save on interest.
You can of course make additional payments whenever you choose. The Monetary Policy Committee of the Bank of England meets around eight times a year to set Bank Rate; their decision is based on a number of factors, including economic conditions. The Bank Rate has a direct impact on interest rates generally, so we want to make sure you can clearly see how changes to it affect the interest rates you are charged. If you'd like to know more about the Bank Rate, go to the Bank of England website.
The Bank of England Bank Rate can go up or down or stay the same. How it moves will depend on the decision of the Monetary Policy Committee of the Bank of England and their view of a number of factors, including economic conditions. We are creating a direct link between your interest rates and the Bank Rate so that the interest rates you pay will move in line with any changes to Bank Rate.
We will always let you know about the change on the next statement you get following any change. If you pay your full outstanding balance in full and on time every month, there will be no change in the amount you pay. The Bank of England controls how much the Base Rate goes up or down. We are creating a direct link between your interest rates and the Base Rate. We will always communicate the change, and you have the option to close your account.
We will let you know on the next statement you get from us after the rate has changed. You will get a statement from us either by post or online each month that there is any movement on your account. If you would like to view past statements and details of your interest rates, simply log in or register for online account services. If your contact details are not up to date, please let us know. If you have registered for online services, you can do this by logging into your online account servicing and updating them there.
We are creating a direct link between your interest rates and the Bank of England Base Rate so that the interest rates you pay will always move in line with any changes to the Bank Rate. We will let you know your new rate on the next statement you get following any change. We can still make changes to your interest rates for other reasons as we do already. Changes in your interest rates which can increase or decrease can be, for example, because there has been a change in your circumstances.
Other reasons are set out in your agreement. Any promotional rates you have including instalments will not be affected by any Bank Rate changes. These rates will stay the same for the length of the promotional period or instalment plan as long as you continue to make on your payments on time and don't go over your credit limit.
Only the standard and cash interest rates will move in line with the Bank of England Base Rate. Your promotional and Purchase Plan rates will remain the same for the amount of time you agreed with us, as long as you continue to pay your balance on time and don't go over your credit limit.
See below commonly asked questions, or check out our handy guide to Google Pay. More information can be found here:. The easiest way to add your marbles card to Google Pay is via the marbles app, if you haven't already, download it today from Google Play.
Once in the app, follow the following instructions to add your card to Google Pay:. If you don't have the marbles app, or prefer to add your card directly from the Google Pay app:.
To pay with Google Pay, wake up your Android phone and hold it near the reader until you see a check mark. Google Pay does not send your real card number to the merchant, instead a single-use virtual account number is assigned. Transactions made in-app and online are not limited to a specific amount. You can use Find My Device to lock it, via the following link:. You can then secure it with a new password, or erase your personal data. Your physical card will not be disabled if you request to only disable Google Pay.
After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Google Pay wallet will be immediately linked to your new physical card, allowing you to spend via Google Pay whilst you wait for your physical card to arrive. See below commonly asked questions, or check out our handy guide to Apple Pay.
The easiest way to add your marbles card to Apple Pay is via the marbles app, if you haven't already, download it today from the App Store. Once in the app, follow the following instructions to add your card to Apple Pay:. To pay with Face ID, double-click the side button, glance at your screen, then hold iPhone near the reader. On Apple Watch, double-click the side button and hold Apple Watch up to the reader. Apple Pay does not send your real card number to the merchant, instead a unique code is assigned.
Your marbles card details are not stored on your device because when you pay using Apple Pay the data is encrypted. Your physical card will not be disabled if you request to only disable Apple Pay. After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Apple Pay wallet will be immediately linked to your new physical card, allowing you to spend via Apple Pay whilst you wait for your physical card to arrive.
Calls to numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Worried about payments? The quickest way to manage your account The easiest and fastest way to view your transactions, make a payment, view your PIN or manage your account is through Online Account Manager or your marbles App.
If you need to speak or chat with us The easiest and fastest way to manage your account is through Online Account Manager or through the marbles App. Staying safe online We know that fraudsters or cyber criminals are even more active during this time. What advice do you have? Q: What is the easiest way to speak to you if I need to?
The marbles credit card Q: What is the marbles card? Q: Does marbles subscribe to any codes? Benefits of the marbles card Q: What benefits do I get for being a marbles card customer? Using your marbles card Q: Can I ask for my credit limit to be increased or decreased? Q: What happens if I go over my credit limit? Q: I need to activate my new card. How do I do this?
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