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Whatever it is U need to know, use our FAQ categories below to get your answer.

Can't find your answer? Contact Us and our team of Unbanking Agents will help you out.

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1 Is U regulated by the FCA?
U operates in partnership with Wirecard Card Solutions (WDCS), who are authorised by the FCA under the Electronic Money Regulations 2011 to issue electronic money. There are therefore safeguarding rules imposed by the FCA that both U and Wirecard follow. U is also regulated by the FCA as a credit broker.
2 Is my money protected by the FSCS?
Since your account and card are classed as e-money products, the balance is not considered to be a deposit and the funds are not covered by the Financial Services Compensation Scheme (FSCS).

However, both U and Wirecard (see FAQ: Who is Wirecard?) are required to have safeguarding controls in place to minimise the risk of loss of funds, as per regulatory requirements. In the unlikely event that Wirecard Card Solutions Limited becomes insolvent, your e-money is held at a regulated credit institution and protected against any claims made by creditors. In the very unlikely event that the credit institution also becomes insolvent, your funds may be at risk.
3 What is U?
U is a bank alternative offering a digital current account that's designed to help you keep your finances under control.

With a U Account, you get an account number and sort code, a prepaid contactless Mastercard® card, direct debits and standing orders, online payments, Extra Accounts, a digital Money Manager, cashback and a mobile app for iOS or Android.

U is operated by Ffrees Family Finance Ltd., which was started up here in Sheffield in 2012. For more info, visit our About us page.
4 Is U a bank?
U isn’t a bank, it's the 'unbank'. We’re the first of our kind. With our current account (or 'unbank® account'), you get all the benefits you'd expect from a bank but without the unexpected costs, like hidden charges and penalty fees. Instead, we're 100% transparent about our prices and we'll give you lots of tools to help you manage your budget.
5 How can I check the balance of my Extra Accounts?
You can view the balances of any Extra Accounts in the Extra Accounts section of the app, or by logging in to your U Account and clicking on the Extra Accounts tab.
6 Why is my available amount different to my balance?
The available amount shown is all the money you have in your U Account that you can spend. This is made up of your main account balance, PLUS any money that you have in Extra Accounts, MINUS the amount of any pending transactions (payments you've made that have gone out of your account but haven't been processed yet).
7 My balance is negative – why is this?
Although we don't offer an overdraft facility, it may be possible for your account to go into a negative balance. This can happen if a number of payments are made within a very short space of time and your balance hasn't been able to update between payments. If this does happen, just pay in enough money to bring your balance back into the positive and your account will carry on working as normal.
8 How can I check my account balance?
You can check your balance:
- in our mobile app
- by logging in to your account online or on your phone
- on-screen at any bank-operated cash machine

Please be aware that some non-bank-operated cash machines may show your balance incorrectly due to the way they're set up, so it's best to avoid using these to check your balance.
9 What are pending items?
Pending transactions are payments you've made that have gone out of your account but haven't been processed yet. When you pay for something with your card, the money needed to cover the payment is reserved immediately, but the payment stays as a pending item until the merchant actually takes the money (normally after a couple of days).
10 How long will it take for a refund to reach my account?
It normally takes a few days for refunds to be processed by the merchant and the funds sent back to your account. As soon as a refund is received by us, the funds are made available to you. If you've arranged a refund but not received the funds after 14 working days, please let us know through the Contact us page and we'll look into it for you.
Can I apply for a U Account?
You can apply for a U Account as long as you're at least 18 years old and live in the UK at an address we can verify.

We'll only check your name and address – your credit score isn't a factor. If you'd like to apply, you can do so here
How do I get a U Account?
Applying for a U Account takes seconds and it's really simple. Just go to www.uaccount.uk/unbank and fill in the short form to apply. We'll send you an email with a link that you'll need to click to verify your email address.

You may need to provide some ID to prove your name and/or address, but we'll let you know if this is the case and keep in touch to take you through the steps.
Can I apply if I live outside the UK?
U Accounts are only available to UK residents at the moment, so you'll need a UK address to apply.
Can I apply if I've been made bankrupt?
Of course. U Account has been designed for everybody, no matter their financial history. We won't do any credit checks when you apply.
Will you check my credit score when I apply?
No, we'll never check your credit score when you apply.
How long does it take to get an account?
You could have a U Account in just a few minutes.

The short application form takes seconds to fill in, and then all you need to do is verify your email address by clicking the link in the email we send you. We can often confirm your name and address automatically, in which case we can give you your new account number and sort code straight away.

If we can't confirm your ID right away, we'll get in touch to ask for some extra documents so we can do that. You can provide these online. As soon as we've verified your ID your account will be opened, and your card will be with you in 3–7 days.
Do you offer joint accounts?
We don't currently offer joint accounts, but it's something we're looking to do in the future.
Can I have more than one account?
You can only have one U Account, but you can create sub-accounts called Extra Accounts if you'd like to have different pots for bills or setting money aside. You can even set up direct debits on Extra Accounts. We've built our current account this way so you only ever need one account. Click here to learn how Extra Accounts work.
I applied for an account a while ago but never submitted the requested documents – can I pick up that application?
If you're asked for proof of ID when you first apply, you have 80 days from that point to complete your application.

If you're still within that 80 day period, all you need to do is log in to your U Account to upload the documents we need to finish opening your account.

If 80 days has passed since we asked for documents, you'll need to fill in the application form again. Don't worry, it doesn't take long.
Someone in my household has a U Account registered at my address – can I still apply?
Yes, you can have up to three U Accounts registered at any one address. Each account would just need to be registered to a different person and email address.
Will having a U Account affect my credit rating?
It is very unlikely. In the unlikely event that your U Account balance becomes negative (for example, if you make offline transactions and the terminal is unable to connect to check your balance) and you don't bring your balance back up to a positive amount, we may need to liaise with a third-party collection agency, and this may affect your credit rating.
I've been asked for ID but don't have the documents you've asked for – what can I do?
If we ask you to prove your ID or address, a link will appear that says "I don't have any of these documents". Just click that link if you don't have what we've asked for, and we'll be in touch to help you.
Why haven't I received the email to verify my email address?
If you've completed the application form and reached the screen asking you to verify your email address, but don't seem to have received the email, have a look in your junk or spam folder to make sure it hasn't landed in there.

If you do find it in there, we'd suggest adding the following email addresses to your email safe list so you don't miss any communication from us in the future:
- [email protected]
- [email protected]

If the email isn't in your junk folder, double-check there isn't a typo in the address you gave us, as this might be why we haven't been able to reach you. If there is a mistake, let us know and we'll update your email address and have the verification email sent to the correct one.

If that's not it, please get in touch with us and we'll see what we can do to help.
I've applied using the wrong email address – what do I do?
Don't worry, just get in touch through the Contact us page. We'll update your email address and have the verification email sent to the correct one.
Can I use my U Account for gambling?
U Account is designed as a personal current account for everyday money management and spending, so it's not supposed to be used primarily for gambling. This is part of our terms and conditions on non-standard account use, so we will have to close any accounts that are used specifically for this purpose. If this happens, any remaining funds may be returned to their original source.
Can I use U Account for my business?
The U Account is designed for personal use and not for business purposes. This is part of our terms and conditions on non-standard use, so if you do use your U Account primarily for business activity, whether as a sole trader or registered business, we will have to close your account. If this happens, any remaining funds may be returned to their original source.
Will my credit score be affected if I apply?
We don’t run a credit check when you apply for a U Account, so even if your application was unsuccessful for any reason, it wouldn't affect your credit rating.

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Is U regulated by the FCA?
U operates in partnership with Wirecard Card Solutions (WDCS), who are authorised by the FCA under the Electronic Money Regulations 2011 to issue electronic money. There are therefore safeguarding rules imposed by the FCA that both U and Wirecard follow. U is also regulated by the FCA as a credit broker.
Is my money protected by the FSCS?
Since your account and card are classed as e-money products, the balance is not considered to be a deposit and the funds are not covered by the Financial Services Compensation Scheme (FSCS).

However, both U and Wirecard (see FAQ: Who is Wirecard?) are required to have safeguarding controls in place to minimise the risk of loss of funds, as per regulatory requirements. In the unlikely event that Wirecard Card Solutions Limited becomes insolvent, your e-money is held at a regulated credit institution and protected against any claims made by creditors. In the very unlikely event that the credit institution also becomes insolvent, your funds may be at risk.
What is U?
U is a bank alternative offering a digital current account that's designed to help you keep your finances under control.

With a U Account, you get an account number and sort code, a prepaid contactless Mastercard® card, direct debits and standing orders, online payments, Extra Accounts, a digital Money Manager, cashback and a mobile app for iOS or Android.

U is operated by Ffrees Family Finance Ltd., which was started up here in Sheffield in 2012. For more info, visit our About us page.
Is U a bank?
U isn’t a bank, it's the 'unbank'. We’re the first of our kind. With our current account (or 'unbank® account'), you get all the benefits you'd expect from a bank but without the unexpected costs, like hidden charges and penalty fees. Instead, we're 100% transparent about our prices and we'll give you lots of tools to help you manage your budget.
What's an unbank?
Our unbank® current account offers you everything you'd expect from a bank current account, except we don't do overdrafts, penalty fees, or hidden charges. We prefer to be transparent about our prices, and help you keep your finances on track so you can avoid unnecessary borrowing. That's what an unbank is.
Who is Wirecard?
Wirecard Card Solutions (WDCS) are our partner, and they're the ones who are authorised by the FCA under the Electronic Money Regulations 2011 to issue electronic money. Wirecard also issue the card that U Account holders use.
Where is my money held?
The funds you put into your U Account are kept in a protected, segregated bank account, and the money in this account can only be used to serve your U Account.

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How can I check the balance of my Extra Accounts?
You can view the balances of any Extra Accounts in the Extra Accounts section of the app, or by logging in to your U Account and clicking on the Extra Accounts tab.
Why is my available amount different to my balance?
The available amount shown is all the money you have in your U Account that you can spend. This is made up of your main account balance, PLUS any money that you have in Extra Accounts, MINUS the amount of any pending transactions (payments you've made that have gone out of your account but haven't been processed yet).
My balance is negative – why is this?
Although we don't offer an overdraft facility, it may be possible for your account to go into a negative balance. This can happen if a number of payments are made within a very short space of time and your balance hasn't been able to update between payments. If this does happen, just pay in enough money to bring your balance back into the positive and your account will carry on working as normal.
How can I check my account balance?
You can check your balance:
- in our mobile app
- by logging in to your account online or on your phone
- on-screen at any bank-operated cash machine

Please be aware that some non-bank-operated cash machines may show your balance incorrectly due to the way they're set up, so it's best to avoid using these to check your balance.
What are pending items?
Pending transactions are payments you've made that have gone out of your account but haven't been processed yet. When you pay for something with your card, the money needed to cover the payment is reserved immediately, but the payment stays as a pending item until the merchant actually takes the money (normally after a couple of days).
How long will it take for a refund to reach my account?
It normally takes a few days for refunds to be processed by the merchant and the funds sent back to your account. As soon as a refund is received by us, the funds are made available to you. If you've arranged a refund but not received the funds after 14 working days, please let us know through the Contact us page and we'll look into it for you.
I have a declined transaction but the money is still pending – how long until I can access it?
If a pending transaction is declined, or not confirmed by the merchant, the funds will go back into your available balance at midnight on the 7th day after you made the transaction. If you need the funds sooner than that, get in touch with us with some evidence that the merchant won't be taking the money, e.g. email proof that shows the time and amount of the declined payment.
Is 3D Secure available with U?
Not just yet, sorry about that.
There's a transaction on my account that I don't recognised and/or didn't authorise – what do I do?
If an unrecognised payment was made to a company, try looking on the Internet or contacting them to check if they have another name that they trade under.

If you suspect your card has been used fraudulently, please let us know ASAP by sending us a secure message or starting a live chat when logged in. You should also temporarily lock your card by going to the My cards section of your account, or in the app, so that nobody else can use it.
Can I receive paper statements?
Yes, you can order any statement to be delivered to you in paper form. Just go to the Statements tab in your account and click the 'Create statement' option. Pick the month you need, select 'Postal', then click 'Request statement'. Paper statements cost £2.50 and will arrive in 5–7 working days. Alternatively, pick the 'Download' and 'PDF' options to download a copy to print yourself.
Where can I find my statements?
Just go to the Statements tab when logged in to your account to view, download, or order any statement from the last 12 months.
Why do the running balances on my statement sometimes look wrong?
Running balances can sometimes fall a little out of sync when a lot of card payments are made in a short space of time. However, the available balance and actual balance are always shown correctly, and the running balance will catch up as soon as any payments are cleared.

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How long does my U card take to arrive?
Once you’ve opened your account, your new U Mastercard® card will be with you within 3–7 days.
I haven't received my card, what should I do?
If it's been 8 days and you haven't received your card, please let us know via the ‘Report as not received’ option in the My Cards tab in your account. We’ll look into it ASAP and order you a new one if necessary.
How do I start using contactless?
First of all, activate your new card by logging in at www.uaccount.uk/activate. You'll then just need to use your card with your PIN once, whether at a cash machine or to pay for something. After that, your card will be ready for contactless payments.
Is my U card contactless?
It is, but you’ll need to use it once with your PIN first before you can use contactless. Either take some money out at a cash machine or make a purchase using Chip & PIN to make your card ready for contactless payments.
Where can I use my card?
You can use your U Mastercard® card online or over the phone, as well as in shops, restaurants and cash machines around the world – wherever you see the Mastercard Acceptance Mark.

Your card can’t be used with any card machines that work offline, because there’s no way for them to check your balance before taking a payment. Some examples would be certain trains and planes, some car parks, and petrol stations where you pay at the pump (although you can just nip inside to pay for your petrol at the till, that’s no problem). Your U card also can't be used in pawn shops.
What should I do if my card doesn't work?
If your card doesn't seem to be working, try checking that:

- You have enough money in your account
- You've got your PIN right, or if online, your account details
- Your card isn't damaged
- Your card hasn't expired
- You haven't locked your card
- Mastercard® is accepted

If you’re trying to take out cash, the next thing to do is try a different ATM – usually when cash machines don’t work it’s because of a connectivity issue at the machine.

If you still haven’t got to the bottom of it, please get in touch with us here and we’ll look into it for you.
What should I do if my card is lost or stolen?
If your card is lost or it’s been stolen, please report this as soon as you can by logging in to your account and selecting ‘Report as lost/stolen’ in the My Cards tab. This will cancel your card so that nobody can use it. You can then order a replacement card in the same place for £3.50.
What should I do if my card is damaged?
If your card has seen better days, you’re welcome to order a new one for £3.50. Just go to My Cards when you’re logged in and click ‘Report as damaged’. As long as you’ve got £3.50 in your account, this will automatically order a new card for you.

Your new card will take 3–7 days to reach you – don’t forget to activate it when it does. Your PIN will stay the same.
You can still use your damaged card until you’ve activated your replacement, at which point your damaged card will be cancelled and you should destroy it.
What happens if I never use my card?
If you don't use your U Account for two months in a row, your account is classed as 'dormant'. For users on the £0 Price Point, there's a dormancy fee of £1 per month, but this stops as soon as you start using your account again.

If your account remains dormant with a balance of zero for a period of six months, it will be closed and you'll need to re-apply if you'd like to use U Account again in the future.
Can I have more than one card?
Not right now, but we're hoping to offer this option in the future.
Does it cost to order a replacement card?
Yes, it costs £3.50 to order a new card if yours has been damaged or lost/stolen, but you can report your card as lost or stolen without ordering a new one if you don't have the funds available. (It's also really important to do this so we can cancel your card.)
How long will my replacement card take to arrive?
Once ordered, your new card will be with you within 3–7 days.
What do I do if there are transactions I don't recognise after my card is lost or stolen?
If you spot a transaction on your account after you've reported your card as lost or stolen, please contact us to let us know straight away, so we can investigate.

Please be aware that you may be responsible for transactions made on your card until you report it as lost/stolen, so it's important to let us know ASAP if this ever happens.
Is my old card cancelled if I order a new one?
We immediately cancel any U card that's reported as lost or stolen, so that nobody can use it.

If you report your card as damaged, we won't cancel your card until you've activated a new one – so you can still use it in the meantime, e.g. to pay for things online.
How do I activate my card and get my PIN?
To activate your card and find out your PIN, go to My Cards in your account and click on 'Activate'. You'll need to have your new U card with you.

To check your PIN at any time, go back to the My Cards section and click 'Retreive PIN'. Please remember to keep your PIN secure and never write it down.
Can I change my PIN?
Of course. You can change your PIN to a more memorable number at any Mastercard® accepting cash machine by selecting 'PIN services' in the on-screen menu.
I've forgotten my PIN – what should I do?
You can check your PIN at any time in the My Cards section of your account by clicking 'Retreive PIN'. You'll just need to answer a security question to do so. If you've forgotten the answer, get in touch with us here and we'll give you a hand.
I've blocked my PIN – what do I do?
If your PIN becomes blocked when you're trying to pay for something, you can unblock it at any cash machine showing the Mastercard® Acceptance Mark. Just select 'PIN services' on the screen.

If you block your PIN at a cash machine, please contact us so we can help.

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What are U's opening hours?
Our Unbanking Team are around 8am–6pm, Monday to Friday (excluding bank holidays), and 9am–4pm on Saturdays. Live chat is available 9–5 Monday to Friday.
How do I contact U?
It's quick and easy to get in touch with our Unbanking Team, just visit here to send us a secure message, or log in to start a live chat. If your issue is something that needs discussing on the phone, we'll happily give you a call back.
Can I speak to somebody on the phone?
As we're a digital service, you'll need to first contact us via live chat or a secure in-account message. If your issue is something that needs discussing on the phone, we'll happily give you a call back.
I'd like to report a problem with the website, how can I do that?
If you're able to access the Contact us page, please go there to send us a message with as much info as possible, including the device, operating system and browser you're using, as well as the specific location of the problem and any error messages you're seeing.
How do I make a complaint?
We try to get things right first time round, but we're only human – sometimes things go wrong. If we're falling short of your expectations, we want to hear from you so we can put it right. Our complaints procedure here will tell you what to do.

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What is a continuous payment authority?
A continuous payment authority (CPA) or 'recurring card payment' is a payment that you make on a regular basis, usually monthly. Unlike direct debits though, CPAs are set up by the company rather than by you.

If you need to cancel a continuous payment authority, you should first try contacting the organisation the payment is made to. If you have any difficulty with this, let us know the details as well as a phone number and convenient time to call you and we'll give you a call back to make the arrangements.
What kind of payments can I make from my account?
You can make or schedule one-off payments, set up standing orders, and arrange direct debits from your main U Account, as well as any Extra Accounts, to any UK account.

For everything you need to know on making payments, check out the Making payments guide.

For info on card transactions, see the 'Where can I use my card?' FAQ in the 'Card & PIN' category.
When will my payment be processed?
The money will leave your account immediately when you make a payment. It’ll then be processed at either 11am, 3pm, 7pm or midnight (whichever comes next) on a weekday, or 3pm or 9pm on the weekend. From this point it’ll take no more than 2 hours for the funds to reach their destination.

If you’ve scheduled a payment in advance, this will leave your account by 9:30am and reach the recipient by 1pm.
Can I use my U Account with PayPal?
You can send money FROM a PayPal account to your U Account using your U Account sort code and account number. This will be a Faster Payment, so takes a couple of hours once processed.

If you need to pay money TO a PayPal account, you can use your U card or set up a direct debit with the PayPal account. You can't currently make a payment in your account to a PayPal account.

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How can I pay in to my account?
You can put money in your account in the following ways:

1) Transfer – Use your account number and sort code to make a transfer from any UK account or have your wages or benefits paid in. You can find this information on your card and also on your Dashboard when you log in.

2) Cash – Simply take your U card to a PayPoint-participating retailer to pay cash in to your U Account. The fee for paying in this way is 3%, and you can only pay in up to £250 in one go. Check the store locator to find your nearest PayPoint location.

There are some limits on paying in, so please make sure you check our limits page to get up to speed.

The types of payment we accept are Faster Payments and BACS. Your U Account can't currently receive CHAPS or international payments.
Where can I find my account number and sort code?
Your account number and sort code are written on your U card and they also appear on the left of your account Dashboard, when you log in.
Can I pay in cheques?
You can't currently pay in to your U Account by cheque. Sorry about that.
Why hasn’t a payment into my account appeared?
If a payment has been made but the money hasn't appeared in your account, this could be because:

– Not enough time has passed. Please allow three working days for BACS payments and two hours for Faster Payments.

– The payment might be over the pay-in limit or overall account limit. Have a look on the limits page to double-check.

– The payment might have been sent to the wrong account number. Please check with the sender.
How long will it take for funds to reach my account?
If you pay in by PayPoint, you should see the funds appear in your U Account more or less straight away.

The time it takes for transfers to arrive in your account depends on the payment type, which depends on the sender’s bank:

Payments made by BACS (often salary and benefits payments) can take up to three working days, but will arrive by 1am on the third working day.

Faster Payments will be credited to your account within a couple of hours of leaving the sending account, any day of the week.
How does PayPoint work?
PayPoint is a way of paying cash in to your U Account at your local shop (usually a convenience store or newsagent's).

To use PayPoint, just take your cash (between £10 and £250) and U card down to any participating shop – the money will appear in your account more or less straight away. You'll be given a receipt which you should keep safe.

There's a 3% fee on PayPoint pay-ins, and some limits apply. Check the limits page for more.
Where can I use PayPoint?
There are 29,000 retailers in the UK that support PayPoint. You can find your nearest one using the PayPoint store locator.
The PayPoint terminal showed an ''Expiry Date Invalid' error message – what does this mean?
This sometimes happens with newer PayPoint terminals if they're unable to read your card's magnetic strip, but you can still use these terminals to pay in cash.

The person at the till will just need to enter the long number on the front of your card manually, and then you should be good to go.
Is there a fee for paying in?
There's a small fee of 3% for paying in cash by PayPoint. Making a payment in from another UK account is free.
How can someone pay me?
If someone needs to send you money, just give them your account details and ask them to make a transfer from any UK account. The info they'll need is:

– Your full name
– Your account number
– The sort code: 23-63-07
– The bank name and address: WDCS U Account, 3 Hood St, Newcastle upon Tyne, NE1 6JQ

You can find your account number on your card and also on your Dashboard when you log in.
Can I get my wages/loans/benefits paid in to my account?
Absolutely! Just ask the company paying you to send the money to your U Account using the following information:

– Your full name
– Your account number
– The sort code: 23-63-07
– The bank name and address: WDCS U Account, 3 Hood St, Newcastle upon Tyne, NE1 6JQ

You can find your account number on your card and also on your Dashboard when you log in.
Are there any limits on payments in?
There are just a few. For example, any cash payment in by PayPoint must be under £250, whereas any electronic payment in must not take your balance over the £10,000 account limit. You also can't pay in more than £2,000 before your card is activated – the amount changes when you have activated your card. For all paying-in limits, have a read of the limits page. And remember, the start and end point for any period of time mentioned on this page (e.g. a 30-day period) is midday.

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I've forgotten my registered email address – what do I do?
Don't worry. Send us a message and we'll help you out.
How do I log in?
Go to www.uaccount.uk/login. You'll need the email address that you signed up with and the password you set when you created your account.
I'm having problems logging in, why is that?
If might be that your password is incorrect. Try clicking the 'Forgotten your password?' link to reset it.

If you've forgotten which email address your account is registered to, or if you're still having problems, get in touch and we'll look into it for you.
What if I've forgotten my password?
Simply click the 'Forgotten your password?' link on the login page to reset your password.

If you've forgotten which email address your account is registered to, or if you're still having problems, get in touch and we'll see what we can do to help.
I haven't received the email to reset my password, what do I do?
If you've followed the instructions at the 'Forgotten your password?' link but not received an email to reset it, first have a look in your junk/spam folder in case it's ended up in there. If you can’t find it in there, double-check you've entered the correct email address and there aren't any typos.

If there's still no sign of any email, let us know.
Can I change my password?
Yep! Just log in and go to Profile > Change password. Easy peasy.
How can I create a secure password?
We actually have a few rules about passwords. They may seem strict, but they help make sure your account is really secure.

Your U Account password must have:
- A minimum of 10 characters
- At least 1 upper-case letter (A–Z) and 1 lower-case letter (a–z)
- No personal info, e.g. your address or birthday
- At least 2 numbers
- No sequences, e.g. 123, 000, abc, qwerty

We also recommend you:
- Select something memorable to you (but not to anybody else)
- Swap letters in words with numbers or punctuation marks
- Do NOT use the names of pets or family members
- Do NOT use full words from the dictionary

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How do I close my U Account?
We're really sorry if you want to leave us! If we can do anything to make your U Account experience better, please do let us know what it is. If you're set on closing your account, it's free to do so, all you need to do is log in and send us a secure message letting us know, and we'll be in touch.
Can I reopen my account once it's been closed?
Any account closure is final, so you'll need to reapply for a U Account if you miss us. Luckily, the application process doesn’t take very long.
Why has my U Account been restricted?
Just like any other bank (or unbank) we may on very rare occasions be forced to restrict access to an account if:
- We suspect someone else could be using your account without you knowing (to protect you from potential fraud)
- There's a requirement from a financial regulator to do so
- We receive a court order to do so
How does a restriction affect my account?
An account restriction might apply to all activity or only certain types of account use, e.g. payments in. Keep an eye on your secure messages, as we'll sometimes get in touch to ask you for certain information to speed up the removal of these restrictions. There may be very specific, rare situations when we aren't permitted to tell you why your account has been restricted, and this is out of our control.
What is 'source of funds'?
The 'source of funds' is the origin of money that's paid in to an account, where it originally came from, and specifically the activity that generated it, for example: your salary, benefits, the proceeds of a sale, or an inheritance.

Sometimes, financial companies have to find out the source of funds to meet laws and regulations, in order to rule out money laundering. If we need this information, someone from our accounts team will get in touch, and there may be a temporary restriction placed on your account while it's sorted.
What can I supply as evidence of source of funds?
Here's a list of documents you can provide to help us establish the source of funds. For all of these, we'll need to see the full document and be able to use it to match up the funds in your U Account transaction history.

Salary:
- Your payslip

Benefits:
- Your most recent benefit award notice

Self-employed income:
- Copies of invoices for the hours of work undertaken
- Copies of remittances confirming the invoice has been paid
- A letter from a company, on headed paper, confirming their contract with you

PayPal payment:
- A screenshot (screen grab) of the PayPal screen showing your name and address; AND a screenshot of the PayPal screen showing the transactions made during the timeframe in question

eBay payment:
- A screenshot (screen grab) of the eBay screen showing your name and address; AND a screenshot of the eBay screen showing the transactions made during the timeframe in question

Payment from another bank:
- A bank statement showing the account holder's name, address, and transactions for that month (we can't accept a screenshot of just the transaction)

Pension:
- Your most recent (annual or monthly) pension statement
- A letter from the pension provider
- A P60 form

Child maintenance:
- A copy of your court order
- A letter of assessment from a child support agency or child maintenance services
- A private written agreement confirming the maintenance paid

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How can I check how many U Points I've earned?
Just log in to your account and all of your U Points activity will be right there on the Dashboard. There are pending and confirmed U Points – pending just means they haven't been confirmed just yet.
What are U Points?
U Points are rewards you earn when you spend at any of our retail partners using your U card. Whenever you pay for anything online or in-store, you receive up to 7.5% back in U Points, which, once confirmed, are converted to cashback and popped into an Extra Account for you. Each point is worth £1 in cashback.

For more on how this works, have a look at the U Points page.
What are retail partners?
Our retail partners are the places you can earn cashback for spending on your U card, and they're all well-known high-street brands. Check them out on the U Points page.
When and how can I spend my U Points?
Every month (towards the end), the cashback from confirmed U Points is automatically paid into your Points account – an Extra Account created specifically, and only, for any cashback you've earned. If you want to withdraw the cash that's in there, just move it over to your main account via the Payments tab.
What are pending and confirmed U Points?
Pending U Points are those that qualify for cashback but haven't been confirmed by the retailer just yet. It can take 30–90 days for retailers to pay us the cashback.

Confirmed U Points are those for which we've already received the cashback from the retailer. We'll move any of these into your Points account towards the end of each month.
Some of my U Points are missing, what should I do?
If you think you should have earned U Points on a purchase but they haven’t appeared on your account, please just let us know ASAP so we can look into it for you.
How much is each U Point worth?
1 confirmed U Point is equivalent to £1 in cashback.

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What limits apply to my account?
Account and payment limits vary, and it depends on whether or not you've activated your card. Please check the 'My limits' page from your account dashboard to be sure.
Do you have a mobile app?
We do! Our app is called Balance+ and is available in the App Store and Play Store.

With our app, you can:
- Check your balance & recent transactions
- Drag & drop money between Extra Accounts
- Manage your cards & retrieve your PIN
- Get service status updates
- View fees & limits
- Browse FAQs & get help

And we're updating our app all the time – watch this space!
Can I increase the limits on my account?
You can't change the limits on your account right now, but it's something we're looking into for the future!
Can I have an overdraft?
U prefers to help you stay in the black and only spend what you have, so it doesn't offer overdrafts.
Can I earn interest on my money?
You won't earn interest on the money in your U Account, but you will earn cashback whenever you spend it at any of our retail partners. Find out more about this on the U Points page.
What's Money Manager?
Money Manager is a built-in tool that breaks down your statement into categories and shows you a spending timeline, so you can easily see where (and when) your money is going. Access these visual statements in the Money Manager tab of your account.
What is an Extra Account?
Extra Accounts are optional sub-accounts that live within your overall U Account and help you to budget better. These come with their own account numbers to enable you to use them for payments, like direct debits for bills. We also have a couple of ready-to-use template Extra Accounts that, if activated, will automatically take money from your main account to set aside. These are the Overdraft buffer and 365 Budgeting accounts.
How do I create an Extra Account?
Just log in to your U Account and go to Extra Accounts > Create new Extra Account. From there, you’ll be able to transfer funds, arrange any direct debits and also set some budgeting targets, if you choose to.
How does the Overdraft buffer work?
The Overdraft buffer is an automated Extra Account that, once set up, will take £1 from your main account every day to keep in a separate fund – to make sure you've always got some money left towards the end of the month.
To set up the Overdraft buffer, log in and go to Extra Accounts > Overdraft buffer.
How does 365 Budgeting work?
365 Budgeting is an automated Extra Account that, once set up, takes increasing amounts of money from your main account every day, for one year, to keep in a separate fund. It starts by taking 1p on the day you set it up, then 2p on day two, 3p on day three, etc. After a year the payments stop automatically and you will have £667.95 set aside in the account. You can cancel the tool at any time and access the money in the account whenever you choose to.
What if I don't have enough money in my main account to make a payment for 365 Budgeting or the Overdraft buffer?
If you don't have enough money in your account on any given day, the tool won't take the payment and that day will be skipped. When you put more money in your account the payments will resume as normal. For 365 Budgeting therefore, the target £667.95 won't be met unless the funds from the skipped days are added manually.
What time is a 365 Budgeting or Overdraft buffer payment taken?
Automated payments to Extra Accounts are taken at 8:30am. You should receive an email notification at around 11am letting you know you if the transaction was successful or not.
Can I cancel 365 Budgeting or the Overdraft buffer?
You can easily cancel, pause or edit the payments for either tool. Just go to the Extra Accounts section in your account, click the pencil icon next to the account you'd like to change, then select 'View standing order'.

To change the dates or frequency of payments, select the pencil icon next to the payment info.

To stop the payments but keep the account, click the cross next to the payment instead.

Alternatively, if you've withdrawn the money and would like to permanently stop the tool, you can delete the Extra Account by clicking the pencil icon next to it, followed by 'Delete Extra Account'.
How do I set up direct debits on an Extra Account?
You’ll just need to switch on direct debits for any Extra Account you'd like to use them with. To do so, just click the 'Use to pay direct debits' option during setup, or afterwards by clicking the pencil icon to edit the Extra Account.

If there aren't any direct debits set up within three months, the option is automatically switched off, but you can always switch it back on.
Are there extra cards for Extra Accounts?
No, there’s only one U Account card. When you spend on your card, it’s your main account that’s debited. But you can set up direct debits and make payments from your Extra Accounts.
Will money in my Extra Accounts cover payments in my main account?
It's not possible for us to use the money you have in an Extra Account to cover a payment that has failed due to insufficient funds in any other of your accounts – you'll have to make sure you've put enough money in the right account to make the payment.
Are Extra Accounts free?
U Account's Price Points come with a varying number of free Extra Accounts – check the My fees section in your account to be sure.

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What should I do if I change my name?
Please contact us via secure message or live chat to let us know. We'll just need to see some proof of your name change, but we can advise you on this if you're unsure.
How can I update my contact info?
You can update your phone number or email address in the Profile section of your account.
I have a new address – what should I do?
You can update your address in the Profile section of your account. For security reasons, there is a limit on how often you can do this, so if you have any problems please get in touch and we'll see what we can do to help.

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I found a website I'm suspicious of, how do I know it's U?
U only uses one domain for our website: https://www.uaccount.uk

The U website also uses secure 'extended validation' certificates (EV), so your web browser's address bar shows you the following:

- Our name 'U Account Ltd [GB]'
- A distinctive colour, usually green, shown in the address bar on the 'https://' part of the URL
- A lock symbol in the address bar

An example of this is below:


If you've got any concerns about other websites or domains, please report any suspicious activity to [email protected]
I've received an email. How do I know it's from U?
U only sends emails from the following two email addresses: [email protected] or [email protected].

We will NEVER ask you for your password, security answers, card number, PIN, or any other sensitive information.

If you're concerned an email you've received is suspicious, please report it to [email protected]
Do I need to worry about Spectre and Meltdown?
You may have heard about the design flaws that have been discovered in some computer chips recently, creating the potential for data stored on computers and other devices to be accessed unlawfully.

We understand these sorts of things can be worrying, but the protection of your personal data is our number one priority. Whilst it’s up to the people who made the chips (e.g. Intel) to distribute security patches to fix the problem, we’ll be putting extra security measures in place in the meantime, and there are a few things you can do to help us keep your data safe:

- Keep your device operating system (e.g. Windows, iOS) updated to ensure you always have the latest security software and fixes as soon as they’re released (some updates already include a fix for the bugs!)
- Make sure you have the latest version of any browser you use (e.g. Chrome, Firefox)
- Avoid downloading anything from any unofficial sources or dodgy-looking websites
- Don’t open any emails or click on any links if you don’t know the person who sent them, or if something smells a bit fishy (the email, not the person)

If we get any more information for you, we'll pop it right here.

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I can’t view my balance at a cash machine, why is this?
Sometimes, cash machines that are not operated by a bank have problems displaying account balances. If this happens, the best thing to do is try another cash machine – one that's part of a bank – or check your balance online in your account.

Alternatively, have you thought about downloading our free mobile app so you can check your balance wherever you are? It's available for Android
and iOS.
I can't take money out at a cash machine – what's going on?
Since your U Account helps you avoid going overdrawn, it needs to check your balance whenever you try to withdraw cash or make a payment, to make sure you've got the money you need to do so.

Occasionally, a cash machine may decline if it is unable to connect to the Internet to check your funds. You should try again at the same ATM, or a different one, as the connectivity issue should be temporary.

If you still have problems, please let us know about the affected cash machine (where it was, when the failure happened, and what kind of cash machine it was) and we'll report it to the provider.
Which cash machines can I use with my U card?
You can use any cash machine that shows the Mastercard® Acceptance Mark.
Where is my nearest cash machine?
Sorry, we don’t know, but we know someone who does! Mastercard® have this handy ATM Locator you can use.

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Can I set up direct debits?
You can set up as many direct debits as you like, from both your main account and any Extra Accounts. You'll need to arrange these with the receiving organisation using the account number and sort code of your chosen account, plus the bank name and address: U Account (WDCS), 3 Hood St, Newcastle upon Tyne, NE1 6JQ.

For Extra Accounts, you'll also need to turn on the direct debit feature via the 'Use to pay for direct debits' toggle, before you can set them up.
How do I set up a direct debit using an Extra Account?
You just need to turn the feature on for any Extra Account before you can set up a direct debit from it. In the Extra Accounts tab, select 'Use to pay for direct debits' next to the chosen account. All that's left to do then is arrange the direct debit with the organisation receiving the payment, using the Extra Account's account number and sort code.
What happens if a direct debit is set up on an account but there isn't enough money in it?
If you've set up a direct debit on your main account or any Extra Account but don't have enough money in that account to pay it on the day, the direct debit will not go ahead and you'll need to get in touch with the receiving organisation to rearrange it. It's not possible to take the money from another of your accounts to cover the payment.

Please note that if three consecutive direct debits fail, the direct debit instruction will be automatically cancelled and you'll need to contact the organisation to rearrange the payment.

If you have a direct debit on an Extra Account, we'd recommend setting up a regular payment into that account the day before it's due.
Why has my direct debit been rejected?
It is up to the receiving company whether or not they accept the setup of a direct debit. If you have any problems for any reason, you should first try to contact them to resolve things. If that doesn't work, let us know and we'll do our best to help.
Can I set up a direct debit with a paper mandate?
Since U Account is a digital account, we cannot accept paper-based direct debit mandates. See the 'Can I set up direct debits?' FAQ for how to set up a direct debit.
How do I cancel a direct debit?
If you need to change or cancel a direct debit, you should get in touch with the organisation you’re paying and inform them that you’d like to end your payment for their service. If for any reason this isn't possible, you can contact us to cancel your direct debit, but please make sure you give us at least 48 hours' notice.

You'll still be responsible for any money you owe.
Can I set up an automatic transfer from my main account to an Extra Account every month?
Yes, you can schedule an automatic monthly payment to any Extra Account. Just go to Payments > Make payment, select your Extra Account in the 'Send payment to' drop-down and switch on the 'Create standing order for this recipient' toggle – then fill in the rest!

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What are my security questions and answers?
Security questions are just an extra layer of security we use to check it's you performing an action, like logging in to your account or making a payment, and not somebody else. You chose your questions and answers when you created your account.
Can I change my security questions and answers?
Yes. To change your security questions, log in and go to Profile > Change security questions.

If you've forgotten the answer to a question, click the 'Forgotten a security answer?' link in this same section of your account. You'll need to answer another of your security questions correctly in order to choose a new question and answer.

If you've forgotten the answer to more than one security question, please contact us and we'll give you a hand.
I've forgotten my answer to a security question, what should I do?
If you've forgotten the answer to a security question, log in to your account and go to Profile > Change security questions > Forgotten a security answer. You'll need to answer another of your security questions correctly in order to choose a new question and answer.

If you've forgotten the answer to more than one security question, please contact us and we'll give you a hand.

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How much does U Account cost?
Details of all our fees can be found at www.uaccount.uk/pricing. There are three Price Points to choose from – £0, £5 or £10 per month – which have different fees to suit different people. You can switch between these each month if you think one would work out cheaper for you based on your use.

If you have an account, just log in and select 'My fees' to see what you're paying for.
Can I change my Price Point?
You can! If you think a different Price Point would work out cheaper, you can change it by logging in and selecting 'My fees'. Just click through to the Price Point you'd like and select 'Change to this Price Point'. The change will come into effect on your next billing date, but we'll confirm this when you switch.
How do I pay for my U Account?
Your monthly fees and/or account usage fees (depending on your chosen Price Point) are taken from your U Account balance. Monthly fees are taken on your billing date each month, and account usage fees are taken at the time you use the service that you're paying for. To see all your fees and your billing date, log in to your account and go to 'My fees'.
When will I pay my first monthly fee?
You only pay a monthly fee on the £5 or £10 Price Point, and you get the first month for free. Your first billing date will be exactly two months after the date you first set up your account and paid in.

Other charges do apply, so please check the Pricing page for all our fees.

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