Our Top Frequently Asked Questions

  • Read our FAQs and message from our CEO

  • Read our step by step visual guides on how to log in to the Cashplus Bank app, or in to Online banking using the app. If you’re experiencing issues, please read our security changes FAQs.

  • Why am I getting an error message when I try to log in to Online Banking?

    If you’re entering your username correctly, you might receive an error message because you haven’t downloaded and logged in to the Cashplus Bank app before or haven’t requested a Code Key.

    If you get an error message when you try to enter your password and verification code, you may have entered either of these wrong. Generate a new verification code and try again.

    Trying to log in to Online Banking? As of 4th September 2019, the way you log in to the Cashplus Bank App and Online Banking has changed. For new login support, please read our security changes FAQs or read our step by step visual guides on how to log in to the Bank app, or in to Online Banking using the app.

  • When shopping in-store, you can make contactless purchases up to £45. From 1 April 2020, contactless limits increased to £45 from £30. The new limit will take some time to roll our across all shops, so you may notice a difference between shop to shop over the next few months. 

  • The Cashplus overdraft is available only to eligible customers, by invitation.

    Once you've received an offer from us, simply log into your Online banking account or the Cashplus Bank app, navigate to the overdraft screen (within Add-ons or from the tile on your Account Overview) and follow the steps to complete your application. Please remember to read and accept your Credit Agreement.

    Once you've successfully signed up, the annual fee will be deducted from your balance automatically. Your overdraft will normally be added onto your account within a few hours, but if we receive your completed application after 4pm on a Friday or over the weekend, it will be available from midday on the next business day.

  • Activate your card and request your PIN online

    It’s simple to do and it’s free. Here’s how:

    1. Register for Online Banking
    2. Login to your account and select the activate card screen
    3. Enter your 16 digit card number and your card's expiry date

    Then request your PIN by selecting 'Request PIN' within Online Banking or the Mobile Bank App. 

    Activate your card and request your PIN by phone

    1. Call 0330 024 0924. You’ll need your card details to hand. Once your details have been confirmed, your card will be automatically activated.
    2. You can then request your PIN by following the instructions provided.

    Your Cashplus mastercard is now ready to pay into and use.

  • We’ve created a few different pricing plans to suit the needs of our customers. You can choose to pay monthly or pay or as you go as a personal customer, and our Business Account comes with an annual pricing plan.

    All our pricing plans benefit from the same features (like the ability to pay in cash at the Post Office, withdraw cash from ATMs, and send and receive faster payments), we’ve just tailored the fees for some services to better suit how our accounts are used.

    Check out our Business Bank Account pricing page or Personal Bank Account pricing page to find the option that’s right for you.

  • Yes, Cashplus is a bank!

    In February 2021 we were very excited to announce that we had become a bank and we’d be able to offer even better products and features to our customers. 

    In regulatory terms, Cashplus (the trading name of Advanced Payment Solutions Limited, (APS)), is a bank – authorised and regulated by the Financial Conduct Authority, with FRN 900002.

  • When you apply for a Bank Account, checks need to be done to verify your identity. This may mean you’ll need to share certain documents with us that we can use to verify your personal details.

    You can see exactly what you need to provide in the account application confirmation email we sent you along with details of how to share them with us via Online Banking. If you haven’t seen this email, please check your spam folder or contact us.

    Here’s a list of the documents we’ll accept, broken down into proof of identity and proof of address categories.

    It’s important that your documents are clear, legible, valid and current. You also can’t use the same document to verify both your identity and address, so if you’re using your UK Driver’s licence, you’ll also need another form of certified ID as well.

    For proof of identity:

    *Important – certification of documents required: All documents below listed with a * need to be certified.

    • A copy of your passport
    • A copy of your UK driver’s licence - Please include copies of the front and back of your card (we won’t accept just the paper counterpart)
    • A copy of your EU driver’s licence* - Please include copies of the front and back of your card
    • EEA member state ID card* - Please include copies of the front and back of your card
    • Firearms certificate or shotgun licence* - Please include copies of the front and back of your licence
    • Northern Ireland electoral ID card - Please include copies of the front and back of your card
    • Construction industry scheme card* - Please include copies of the front and back of your card
    • Military ID card* - Please include copies of the front and back of your card

    For proof of address:

    *Important – certification of documents required: All documents below listed with a * need to be certified.

    • A copy of your UK driver’s licencePlease include copies of the front and back of your card (we won’t accept just the paper counterpart)
    • A bank or building society statement*This needs to be an original statement dated within the last three months and not a print out or copy
    • A utility bill*This needs to be an original bill dated within the last three months and not a print out or copy (we won’t accept mobile phone contracts)
    • Benefits or DWP Pension confirmation*Please include a copy from the current or new tax year
    • Council tax bill*Please include a copy from the current tax year
    • Any letter from HMRC*This includes things like confirmation of a tax code and must include your national insurance number and be dated within the last three months
    • Tenancy agreement from a council or housing association*This needs to be dated within the last three months and can’t be a private tenancy agreement
    • Credit card or store card statement*This needs to be an original statement dated within the last three months and not a print out or copy
    • Council rent card*This needs to be an original document dated within the last three months and not a print out or copy
    • Firearms certificate or shotgun licence*Please include copies of the front and back of your licence
    • Bankruptcy Order, Bankruptcy Restriction Order or Debt Relief Order*Please include a copy dated within the last three months
    • Mortgage statement*This needs to be an original statement dated within the last three months and not a print out or copy
    • Inland Revenue Notice of Tax Coding*Please include a copy from the current or new tax year
    • Solicitor’s letter*This needs to be an original document dated within the last three months and not a print out or copy

    If you don’t know what we mean by making sure your document is certified, you can find out more in the FAQ below ‘What’s a certified copy?’.

    For partnerships or limited liability partnerships:

    If you’re applying as a partnership or limited liability partnership, you’ll need to send in the relevant documents for each partner involved, not just one.

    For charities:

    If you’re applying as a charity, you’ll need to upload a letter of authority on headed paper listing all trustees to the charity along with proof of identity documents for each trustee to the charity. A proof of identity document is a certified document verifying the identity of your trustee (to see what documents we accept, refer to the list above).

    Your letter of authority must be a signed letter by a trustee, sent on official letterhead, stating all the trustees to the charity and identity documents for each trustee to the charity.

  • This is a photocopy of a document with the words ‘Confirmed a true copy of the original’ added, which has then been signed, stamped and addressed with a name, position and contact phone number of the certifying party.

    Professionals like a solicitor, accountant, doctor, teacher, police office or minister are all qualified to certify your documents. Or you can use an organisation like the Post Office, a bank or building society, job centre or a citizen’s advice bureau. Sorry, but you also can’t certify your own documents – and neither can your relatives!

    We can’t guarantee that all of the above will certify the copy of your document, so please call before travelling to them. If you have any difficulties getting your copy certified, please contact us.

  • Just like any High Street bank, you can set up Direct Debits to be paid from your Cashplus Account. Just set these up with the company you want to pay and provide your Cashplus Account details.

    You’ll need:

    • Your Account Number and Sort Code
    • Bank Name: APS Financial Ltd (This is our subsidiary company which processes Cashplus payments)
    • Bank Address: PO Box 71064, London, SE1P 4ZE
  • Personal Bank Accounts are opened with a maximum balance limit of £10,000. Business Bank Accounts are opened with a maximum balance limit of £50,000. Higher limits may be made available on request if further documentation is provided. Please contact us if you'd like to request a higher balance limit. 

  • For your security, occasionally you may be asked to insert your card and enter your PIN when you make a contactless payment, even if your purchase is under the £45 contactless limit. 

    From 1st April 2020, contactless payment limits increased from £30 to £45, however this will take some time to roll our across all UK retailers, so you may notice a difference between shop to shop over the next few months.

    This is for extra protection, just to make sure it’s always you that’s using your card.

    When this happens, your transaction might be declined or the card reader might ask you to insert your card (it depends on the retailer). If this occurs simply insert your card into the reader and enter your PIN to continue to use contactless in future.

  • Depending on the type of payment you’ve made, the time to reach your account can vary.

    Payment Type

    Timeframes

    Bank Transfer - Faster Payment

    Inbound payments are processed between 6am and 9pm (7 days a week). Make your payment by 7pm to receive it on the same day as Faster Payments can take up to two hours

    BACs payments

    The BACs process takes up to 3 working days to arrive.

    However, most companies take this into account when paying your salary so check with your employer what day(s) each month you’ll get paid as this will likely be the day your money will be in your account

    Deposits at the Post Office

    Immediately

  • Payments can take different times to clear, depending on the payment type.

    Payment Type

    Timeframes

    Outbound Faster Payment

    Payments out of your Cashplus account are processed every day between 6am and 9pm

    Standing Orders

    - If you’ve set up the Standing Order for a weekday, it will clear the same day

    Direct Debits

    - This payment will clear the same day that you’ve set up the Direct Debit for

    Foreign Exchange (FX) Currency Transfers

    - The payment will clear within 15 minutes of making the transfer in Online Servicing

    Please note that payments will be processed subject to security checks and enough funds being available in your account. Timings above may be impacted based on this.

All Help Centre Topics 

Opening an Account

You've applied for a Bank account and now what? All the information you need on what happens next.

Online Banking and the Cashplus Bank app 

Help with logging in and using our Online Banking site and Bank app. 

Managing your account

Everything you need to know about managing your account including checking your balance and transactions, and payment timeframes. 

Borrowing Money

Information to use our credit products: Creditbuilder, Debit Protect, Business Cash Advance and overdraft. 

My Cashplus Mastercard 

Everything from activating your card to retrieving your PIN online. 

International Payments

Find out how to start accepting international payments into your Cashplus Bank Account. 

Travel Money Cards

Everything you need to know about adding a Euro and USD card to your Cashplus Bank Account. 

About Us

Who is Cashplus and how do we keep your funds safe? 

Open Banking

Everything you need to know about what it is, how to use it and how to keep your data secure. 

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 Bank, Mastercard and use of Trademarks, please see our full legal disclosures at https://www.cashplus.com/legal/.

Advanced Payment Solutions Limited (APS) provides credit facilities subject to approval and affordability, and where accounts continue to meet APS credit criteria. APS is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the PRA. Our Firm Reference Number (FRN) is 671140.

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