Coronavirus

Coronavirus (Covid-19)

We're here to help

We understand this unsettling situation with coronavirus (COVID-19) is changing regularly, and as a business, we’re doing everything we can to maintain business continuity so that how you use your account day-to-day or contact us for support isn’t impacted - regardless of the severity of the situation. We'll use this page to let you know of what help and support is available, and to give you updates on our services

General

  • We understand the situation with coronavirus (COVID-19) can be unsettling and is changing regularly. Keep up-to-date with the government advice on how to keep you, your family and business safe.

    We’ll also keep you in the loop and proactively communicate with you via email, Facebook, Twitter and on our Service Status page as this event unfolds.

  • If you're struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on 0203 059 5784. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

    Citizens Advice Bureau

    StepChange

    Business Debt Line

    Money Advice Service

  • You can securely access your account from the comfort of your own home with Online Servicing and the Cashplus Mobile App. Make sure you have the latest version of the app which you can download from the App Store or Google Play.

    For help logging in using the Cashplus app, we've created guides to walk you through the process every step of the way.
    View Guides.

    To log in to Online Servicing without using the app, you can order a Code Key which is a small device that generates verification codes for logging in to Online Servicing.

    Give us a call to order one today. 
    If you've already registered for Online Servicing & the app, please ensure your contact details remain up to date so that we can always stay in contact with you.

  • Take Five to Stop Fraud has issued a scam alert on their website and on social channels that is focused on prevention and protection. They’re advising to:

    Stop: Taking a moment to stop and think before parting with your money or personal information.

    Challenge: Could it be fake? It’s ok to reject, refuse, or ignore any requests. Only criminals will try to rush or panic you.

    Protect: Contact Us immediately if you think you’ve fallen for a scam and report it to Action Fraud.

    Remember, for your own security:

    • Never share your password or memorable questions with anyone, including Cashplus.
    • Create passwords that are difficult to guess and don’t use personal information. It pays to use a mix of upper and lower case letters, numbers and symbols.
    • Always use different passwords for your online accounts.

    For more information on coronavirus scams visit the FCA website.

  • The safety and security of your money is our highest priority, and as part of this we safeguard your money in a regulated bank account that we can never use, no matter what happens. In addition, during this time we're doing everything we can to ensure how you use your account day-to-day or contact us for support isn't impacted - regardless of the severity of the situation. 

    These are challenging times for all businesses, but Cashplus is a successful business that's been operating for 15 years. Unlike many digital banking challengers we're profitable and have been for eight years and we carefully control our costs. 

  • Unfortunately, at this point in time we are not extending any credit outside of our normal credit processes and checks. If this position changes in the near future, we will let you know immediately.

    Money worries due to coronavirus?
    If you're struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on 0203 059 5784. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

    Citizens Advice Bureau 
    StepChange 
    Business Debt Line 
    Money Advice Service

  • As Cashplus is not yet a bank we’re unable to offer the loans backed by the government so we recommend speaking to one of the other accredited providers – you can find the list of accredited partners through the government website, or on the British business bank website.

    For now we’re not extending any credit outside of our normal credit processes and checks. If this position changes in the near future, we’ll let you know immediately.

    To find out more about the grants that the UK government has announced it will supply to UK businesses scroll down and read our FAQs on ‘Financial support offered by the government’

    Money worries due to coronavirus?
    If you're struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on 0203 059 5784. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

    Citizens Advice Bureau 
    StepChange 
    Business Debt Line 
    Money Advice Service

  • We understand the ways you manage your money might need to change and that your finances may be impacted due to the coronavirus.

    Whether you’re self-isolating at home or looking to minimise interactions with others, ensure you're always being safe when shopping online with your Cashplus card.

    Read our guidance for online shopping.

    Currently, when shopping in-store, you can make contactless purchases up to £30. However, UK Finance has announced that from 1st April 2020 they will be increasing this limit up to £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months. 

    Alternatively, if you need to make a payment to family, friends or a business via bank transfer, simply follow the prompts in the Payments & Transfers section using the Cashplus app or Online Servicing. If you'd like extra guidance on how to log in, read our guide.

  • Currently, when shopping in-store, you can make contactless purchases up to £30. However, UK Finance has announced that from 1st April 2020 they will be increasing this limit up to £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months. 

  • As a precautionary measure and in line with government guidelines, the Post Office have announced some branches will be temporarily closed during this time. If you need to pay cash in to your account, before your visit check that your local branch is open.

  • During this time please send any post queries to:

    Cashplus, PO Box 5525, Manchester, M61 0QS

Financial support offered by the government

  • The UK government has taken a number of actions to support the self-employed during this time. For full details click here.

    Self-employed workers will be able to apply for a grant worth 80% of their average monthly profits over the last three years, up to £2,500 a month. Here are the details,

    • You’ll need to have logged a 2019 self-assessment tax return in order to be eligible. If you haven’t done this yet, you have another 4 weeks to complete it.

    Important! We understand for many of you that are newly self-employed that this will make you ineligible for this grant – we’ll be asking the government to reconsider this and will keep you up to date if more support becomes available.

    • The money will be paid in a single lump sum but won’t arrive until the start of June at the earliest
    • The scheme will be open to those with a trading profit of less than £50,000 in 2018-19, or an average trading profit of less than £50,000 from 2016-17, 2017-18 and 2017-18
    • This will be available on top of a six-month delay for tax payments through the HMRC self-assessment system

    How to access the scheme: Your local authority will write to you if you’re eligible for this grant.

    For full details visit the government website

  • The UK government has taken a number of actions to support small businesses during this time. For full details visit the government website. Highlighted below are some of the support packages that are most likely to apply to our customers.

    • Small Business Grant Scheme funding will be given to local authorities to support small businesses that already pay little or no business rates and will provide a one-off grant of £10,000 to eligible businesses to help meet their ongoing business costs
    • The Retail and Hospitality Grant Scheme provides businesses in the retail, hospitality and leisure sectors with a cash grant of up to £25,000 per property
    • Coronavirus Business Interruption Loan Scheme (CBILS) supports SMEs with access to loans, overdrafts, invoice finance and asset finance of up to £5 million and for up to 6 years. The scheme will cover the first 12 months of interest payments and any lender-levied fees, so smaller businesses will benefit from no upfront costs and lower initial repayments
      • How to access the scheme: As we’re not yet a bank, Cashplus can’t offer CBILS loans so we recommend speaking to one of the other accredited providers

    For full details visit the government website

  • The UK government has taken a number of actions to support individuals during this time. For full details click here.

    • Coronavirus Job Retention Scheme: All UK employers with a PAYE scheme will be able to access support to continue paying part of their employees' salary. If you're an employee who has been asked to stop working but are being kept on the pay roll (otherwise described as a 'furloughed worker') HMRC will reimburse 80% of your wages, up to £2,500 per month

Have your plans been impacted by Coronavirus?

  • If you had booked a holiday or tickets to an event and the merchant has cancelled your purchase because of coronavirus, clarify the refund policy with the merchant directly.

    For example, if you had booked flights or tickets to a concert that has now been cancelled, the merchant will have a refund policy in place that outlines the terms and if/when you will get your money back.

  • If you've decided not to travel or to go to an event, contact the business directly that you've booked with.

    If you have travel insurance, check the insurance provider's website to see if you're covered and contact them directly to discuss.

  • If you're unable to get a refund and your insurance won't cover it, please get in touch with us as we may be able to help you.

    Business and Personal Current Account customers:

    • Simply log in to Online Servicing > Select 'Transaction' and 'Dispute the transaction'. Simply download the form, complete and return to us to review.
    • Once the dispute form is received, please allow for the 45 day turn around to be reviewed.

    Credit card customers:

    • Simply log in to Online Servicing > Select 'Transaction' and 'Dispute the transaction'. Simply download the form, complete and return to us to review.
    • Once we've received the form, an immediate refund will be given

    Unable to print the dispute form? Please Contact Us for assistance.

  • If you're currently travelling abroad and need support, see travel advice from the government site for guidance.

    Money worries due to coronavirus?
    If you're overseas and struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on +44 207 153 8940. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

    Citizens Advice Bureau 
    StepChange 
    Business Debt Line 
    Money Advice Service

Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK. For full website terms including information on Cashplus, Mastercard and use of Trademarks, please see our full legal disclosures at https://www.cashplus.com/legal/. **Credit facilities are provided by Advanced Payment Solutions Ltd (APS) and are subject to the AFL Cashplus e-money account being in good standing and applicants aged 18+. APS is authorised and regulated by the Financial Conduct Authority for consumer credit activities (Registration No. 671140). ♦Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.