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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 How do I report a problem with the website?
If you're having problems accessing pages on the U website, or if some of the facilities aren't working in your U Account, please let us know through the Contact Us page and provide as much information as you can about:

– Which operating system you are using (e.g. Windows 7, Windows 8, OS etc.)
– Which browser and browser version you are using (e.g. Google Chrome v. 37)
– What device you are using (e.g. iPhone 5S, PC, Mac, Samsung Galaxy Tab)
– The URL of the page you're having issues with from the browser's address bar
- Any error messages that are presented to you

The more information you provide, the more we can get to the bottom of the issue. Don't worry if you don't know how to get this information, just let us know and we'll be able to help you to find it.

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2 How do I make a complaint?
Learning from our customers is a fundamental part of U and how we strive to improve as a business. We try to do things right 100% of the time, but sometimes things can go wrong. If we fall short of your expectations, we want to hear from you so we can put things right.

A copy of our complaints procedure can be found here.

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3 When is U open?
Our team of Unbanking Agents are available from 8am to 6pm, Monday to Friday (excluding public holidays). The Live Chat facility on our Contact Us Page (when you've logged in) is available between 9am and 5pm on working days.

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4 How do I contact U?
U primarily operates online and you can contact through the Contact Us Page on our website. If you already have a U Account, please log in before going to this page and you'll be able to discuss specific account queries. You'll be able to use our Live Chat function whenever you see the 'Chat Available' button on the contact page.

You can also contact us through our Twitter (uaccount) pages. Please note that we can only discuss general queries on Facebook and Twitter, and can only discuss specifics account information through secure message or our Live Chat facility.

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5 Can I speak to someone in person?
U is a digital personal account provider and aims to answer all queries online, so you'll need to make initial contact in this way. If there is a need to speak to someone over the phone, we'll then arrange a time for us to call you to discuss your query.

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6 Do you have a mobile app?
Your U Account has been designed to work extremely well on smartphones, so a mobile app isn't really needed. However, we're working on Android and iOS app for those of you who prefer to use apps. We'll let everyone know as soon as they're ready.

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7 What is U?
U is the revolutionary new digital personal account for you. With the account, you get a contactless U MasterCard® Card, which you can use anywhere you see the MasterCard® Acceptance Mark and withdraw cash at ATMs. You can set up direct debits and standing orders, as well as making payments online and creating up to 20 Extra Accounts in 1 to budget more efficiently.

You can also earn cashback with us, which are paid as Points. When you buy things from retail partners, either online or in-store, 1 Point = £1. Your Points are saved automatically in your Points Account (an Extra Account especially for your cashback).

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8 Who operates U?
U is operated by Ffrees Family Finance Ltd. trading as U, a private company based in Sheffield. Ffrees began operations in 2012 and launched to the public in January 2013.

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9 Is U a bank?
No, we're an unbank. We're the first of our kind. You get all the benefits that you get from banking, but we don't hit you with unexpected fees if you make a mistake. We're 100% transparent, help you manage your money and budget; and because we don't have overdrafts, we don't charge unexpected fees.

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10 Is U regulated by the FCA?
U is authorised and regulated by the FCA as a credit broker. The money paid in to your U Account is held in a Barclays account operated by Wirecard Card Solutions. Wirecard Card Solutions is authorised and regulated by the FCA under the Electronic Money Regulations 2011. The account is protected, which means it's used only to serve U Accounts and isn't subject to claims from creditors in the unlikely event U or Wirecard Card Solutions become insolvent. Your money is at risk only in the unlikely event that Barclays become insolvent.

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Who can apply for a U Account?
A U Account is for everyone, as long as you're at least 18 and live in the UK, with a postal address that can be verified. We don't do any credit checks, we only ask that you prove who you are and where you live.

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How do I get a U Account?
It's really simple, just fill out our short online application form, which should only take about 5 minutes to complete.

After filling out the form, we'll send a verification email to the email address you provided in your application. As soon as you click the link to confirm your email address, we'll start processing your application. You may need to supply some extra ID documents, but don't worry, we'll always keep in touch to take you through the next steps.

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Am I eligible if I live outside the UK?
Currently, U Accounts are only available to UK residents. You need to be registered at a UK postal address to be eligible.

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What if I have been made bankrupt?
The U Account is designed for everybody. We don't do credit checks and don't judge people based on how much money they have.

If you've been made bankrupt, you're still welcome to apply for a U Account (as long as you're over 18 and living at a UK address).

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Who can join U?
A U Account is for everyone, as long as you're at least 18 and live in the UK, with a postal address that can be verified. We don't do any credit checks, we only ask that you prove who you are and where you live.

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How do I get a U Account?
It's really simple, just fill out our short online application form, which should only take about 5 minutes to complete.

After filling out the form, we'll send a verification email to the email address you provided in your application. As soon as you click the link to confirm your email address, we'll start processing your application. You may need to supply some extra ID documents, but don't worry, we'll always keep in touch to take you through the next steps.

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What if I don't qualify for a U Account?
If you don't qualify for a U Account right now, don't worry, you can always re-apply at a later date.

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Will you check my credit report?
We don't run any credit checks as part of your application for a U Account. Your application won't have any effect on your credit rating; the only thing that would show on your credit report is an identity check.

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How long does it take to get an account?
After you've completed our form and confirmed your email address, we'll begin processing your application immediately. If we can confirm your ID online, we may provide you with your account number and sort code straight away. If we can't confirm your ID online, we'll get in touch and may ask you to provide some additional identification. If we do need additional identification to open your U Account, this can all be provided online.

Once we've verified your ID, we'll provide you with your account number and sort code. We'll then pop your U MasterCard® Card in the post and it will be with you in 5 working days.

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Do you offer joint accounts?
No, at the moment we only allow one account per person. When you're offered a U Account, we'll provide you with your main account number and sort code.

If you do need another account number for bill payments – or you want to keep money separate for any other reason – you can set up an Extra Account within your U Account. Each Extra Account has its own unique account number and sort code, which you can use to keep your bills, savings and disposable income separate. You can also switch on the direct debit facility for an Extra Account. We've created our U Account with Extra Accounts so you don't need more than one personal account.

To learn more about our Extra Account facility click here.

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Can I have two U Accounts?
No, at the moment we only allow one account per person. When you're offered a U Account, we'll provide you with your main account number and sort code.

If you do need another account number for bill payments – or you want to keep money separate for any other reason – you can set up an Extra Account within your U Account. Each Extra Account has its own unique account number and sort code, which you can use to keep your bills, savings and disposable income separate. You can also switch on the direct debit facility for an Extra Account. We've created our U Account with Extra Accounts so you don't need more than one current account.

To learn more about our Extra Account facility click here.

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I applied for a U Account a while ago – can I use the same application?
When you apply for a U Account and we require further information from you to prove your identity, you'll have a period of 80 days where you can still complete your application. After the 80 day period has elapsed, we'll automatically archive your application and deactive your login details. Unfortunately, after this point we can't accept ID from you on that application and you'll need to run through our application process again.

If your application was less than 80 days ago, all you need to do is log in to your U Account and upload your identification documents. If it's been more than 80 days, you'll just need to re-apply.

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Someone in my household has a U Account registered at my address – can I still apply?
Yes, you can have a maximum of three U Accounts registered at the same address. Each account would need to be owned by a different person and be registered to a different email address.

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Do U offer business accounts?
No, we don't offer business accounts at the moment. All of our accounts are in an individual's name.

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Will the U Account affect my credit rating?
If, in exceptional circumstances, your U Account is in a negative balance, we'll contact you to request that you bring your U Account to a neutral or positive balance. If you don't bring your U Account into a neutral or positive balance, we may engage with third party collection agencies, which may impact your credit rating.

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I've been asked for ID but don't have anything you've asked for – what do I do?
After you've completed your application and confirmed your email address, we'll begin processing your application and may ask you for some additional information. If you don't have any of the documents we've requested, just click on "I don't have any of these documents". We'll then get in touch to help you out.

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I've forgotten my registered email address – what do I do?
Don't worry, just Contact Us and we'll help you out.

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Why haven't I received an email to reset my password?
You'll firstly need to have clicked on the 'Forgotten your password?' link on the Log In Page and then follow the instructions.

If you've followed the instructions and not received a password reset email, please be sure to check your junk/spam folder in case it's ended up in there. If you spot it in your junk/spam folder, we recommend adding info@uaccount.uk and noreply@uaccount.uk to your email safe list. These are the email addresses we'll contact you from.

If you've checked your junk/spam folder and it's not there either, just double check that you put in the correct email address to the reset password field. It might just be a typo, which would explain why the email hasn't reached you.

If you've checked all of this and you still haven't received the email, please get in touch through the Contact Us Page, where you can log in to either send a secure message or use our Live Chat facility.

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What do I need to log in?
You can log in to your U Account by using the email address and password you registered with when you signed up. Always be sure to keep your registered email address and password safe.

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Why can't I log in to my account?
If you can't log in to your U Account, it may be because you've forgotten your password. If this is the case, just click on the 'Forgotten your password?' link on the Log In Page and follow the instructions. This will take you through the process of resetting your password. A password reset link will be sent to your registered email address.

If you've forgotten your registered email address, or if you're still having problems logging in, go to the Contact Us Page and we'll have a look into it for you.

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Can I change my password?
Yes, just log in to your U Account and select the 'Profile' icon at the top of the page – you can change your password in seconds.

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How do I choose a good password?
At U, we have minimum password standards to help you choose a secure password, but it's always a good idea to create a password by using a combination of letters, cases and numbers. Here are our top tips:

1) Don’t use dictionary words or names (or common misspellings)
2) Don't use any of your personal details, including family members, the name of the computer, your account, or your pet's name
3) Use multiple character sets
4) Combine a few pronounceable 'nonsense' words with punctuation symbols
5) Select something memorable to you

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I've forgotten my password – what do I do?
Just click the 'Forgotten your password?' link on the Log In Page. This will take you through the process of resetting your password and a reset password link will be sent to your registered email address. This is the only way to reset your password to ensure your personal details are kept safe and secure.

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Why haven't I received the email to verify my email address?
You'll firstly need to have completed the steps in the application process and been prompted to check your inbox to confirm your email. If the email is not in your inbox, it might be an idea to check your junk/spam folder as it may have landed there.

If you spot it in your junk/spam folder, we recommend adding info@uaccount.uk and noreply@uaccount.uk to your email safe list. These are the email addresses we'll contact you from. If you've checked your junk/spam folder and it's not there either, just double check that you put in the correct email address to the reset password field. It might just be a typo, which would explain why the email hasn't reached you.

If you've checked all of this and you still haven't received the email, please get in touch through the Contact Us Page, where you can log in to either send a secure message or use our Live Chat facility.

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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.

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How long does it take to receive my U MasterCard® Card?
As soon as your application has been confirmed and finalised, we'll provide you with an account number and sort code. Once we've done this, we'll start printing your U MasterCard® Card. It'll take up to 5 working days for your card to get to you once your account has been opened.

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It's been 5 working days and I still haven't received my card – what should I do?
If this is the case, please log in, select 'My Cards' and click on the 'Report As Not Received' option to let us know . We'll then look into it for you and get a new card out to you if required.

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How do I activate my card and get my PIN?
You're able to do them both at the same time. When your card has arrived, log in and click on 'My Cards', then click on the 'Activate' button and follow the on-screen instructions. You'll need your card with you at the time.

After you've activated your card on the 'My Cards' page, you'll be provided with your PIN. You can then go back to the same page at any time and click on 'Retrieve PIN' if you'd like to view it again. If you'd like to change your PIN, this can be done easily at most ATMs displaying the MasterCard® Acceptance Mark. You'll need to select 'PIN Services' on the screen menu.

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How do I start making contactless payments?
To activate contactless on your card, you'll need to make an ATM withdrawal or a point of sale (POS) transaction using your PIN. Once you've done this, your card will then be ready to use for contactless transactions.

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How do I change my PIN?
You can change your PIN to a more memorable number at any ATM displaying the MasterCard® Acceptance Mark, by selecting 'PIN Services' in the on-screen menu. Please remember to keep your PIN secure and never write it down.

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What are my security questions and answers?
You were asked to create a security question when you first applied for a U Account, along with two more when your application was finalised. These are used to keep your account as secure as possible.

If you've forgotten your security answers, you can reset them by following the 'Forgotten a security answer?' link. You'll just need to provide an answer to a different security question. Any problems? Just get in touch through the Contact Us Page.

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Can I change my security questions and answers?
Yes, you can change your security questions by logging in to your U Account and clicking on 'Profile'. There's an option to change your security questions in the menu. Select the security question you'd like to change and enter your security answer to make the change.

If you've forgotten an answer to a security question, log in to your account and click on 'Profile', select 'Change Security Questions' and then the 'Forgotten a security answer?' link. When you click this option, you'll be asked to select the security question that you've forgotten the answer to. You'll also need to select a security question that you do remember the answer to, for security reasons. Once you've completed this you can change to a new security question and answer.

If you've forgotten multiple security question answers, please Contact Us through the secure message or Live Chat facility and one of our Unbanking Agents will help you out.

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Can I receive paper statements?
Yes, you can order paper statements yourself online. To do so, log in to your account and select 'Statements' in the toolbar. From there, click the 'Postal Statement' option, select the month you need, and click the 'Request Statement' button.

A paper statement will arrive between 5 and 7 working days from the point it has been ordered. There's a £2.50 fee per paper statement.

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How many statements are available for me to view online?
You can view and download up to 12 months' worth of statements through your online account.

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Can I change my U price point?
Yes – and we’ve made it as straightforward as possible. Simply log in to your account and select ‘My Fees’ on your Dashboard.

On that screen you’ll see both your current fees and your other options. If you select a new Price Point, we’ll let you know when this will occur before you confirm the change to take place.

All Price Point changes will automatically take place on your next billing date, which is also shown on your My Fees page. On that date, we’ll take your new monthly fee from your account. If you make a change, but you’d like to reverse it or select a different Price Point before your billing date, you can do so until the change takes place.

It’s possible to change your Price Point as many times as you like, but only once in a single billing period.

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What are Points?
With the U Account, you can turn everyday purchases into cashback. Simply use your U MasterCard® Card to make a purchase with one of our recognisable retail partners (either online or in-store) and you'll earn U Points, which will all be set aside in your account. 1 Point = £1.

Confirmed U Points, from valid transactions with our retail partners, are automatically transferred to your Points Account as money, once a month.

Take a look at the Points page on our website for more information.

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What are retail partners?
The retailers we work with are well-known high street brands. We have agreements in place to only offer these to account holders, so you'll need to log in on the Points page to view them in full.

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How do I find out how many Points I've earned?
All pending and confirmed Points are shown on your Dashboard. As soon as you log in, you’ll be able to see any cashback due to you under 'Points Activity'.

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When and how can I withdraw my Points?
Points are paid every month into your Points Account; an Extra Account that's created specifically for all of the cashback you've earned. You can find this in the 'Extra Accounts' section when you log in to your account.

The idea is to help you manage your money, but you can transfer the money back to your main Account at any time.

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What are pending and confirmed Points?
Pending Points are purchases that qualify for cashback, but where cashback hasn't yet been paid by the retailer. Depending on the type of purchase, these take between 30 days and 90 days to be confirmed.

Confirmed Points are purchases where cashback has been paid by the retailer to us. These are transferred to your Points Account just after the 20th of each month.

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Some of my Points are missing, what should I do?
If you feel you've earned Points that aren't showing in your pending items, please let us know as soon as possible. We want to ensure you get any cashback owed to you, so if you bought it in store just send us a quick photo of the receipt, if you bought it online send us a copy of your online receipt and we’ll raise it with the merchant.

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How do I close my U Account?
To close your U Account, please get in touch with our team of Unbanking Agents by going to the Contact Us page while you're logged in to your account and requesting to close it. When we get your closure request, we'll be in touch to let you know what happens next. There's no cost associated with closing your account; it's completely free to do so.

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Can I reopen my account once it's been closed?
No, but you can always reapply by selecting 'Apply' on our website and running through the quick application process.

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What is an Extra Account?
With U, you can create up to 20 Extra Accounts within your main account. These all come with their own account number and sort code, as well as the facility to make payments (including direct debits, which you'll have to set up). You'll still only have one card for your main account.

It's a facility to help you budget more effectively, by separating funds and creating targets. Click here to find out more information.

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How do I create and manage my Extra Accounts?
Log in to our website and click on 'Extra Accounts' in the toolbar at the top to create and manage your Extra Account. Click on the 'Create New Extra Account' button If you'd like to set up a new one, and you'll then be able to set targets, dates, amounts to add and more. When you've set up Extra Accounts, you can manage them through the same area, including adding and withdrawing funds.

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How do I set up a direct debit using an Extra Account?
To enable your Extra Account for direct debit use, you'll need this feature to be turned on by selecting the 'Use to pay direct debits" toggle on your Extra Account. You can change this either when setting up your Extra Account in the first place, or by going back to it once it's been created. When this has been turned on, you then just need to give the account number and sort code of the account to the organisation you wish to pay.

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If I create a direct debit from one of my Extra Accounts, but the funds aren't available, what happens?
If you have set up a Direct Debit from your Extra Account and have insufficient funds in that account when the payment is due, the payment will fail and you will need to contact the organisation to make payment through an alternative method. This is also the case when you have enough money in your main account to cover the cost.

To avoid this we'd recommend you set up a regular payment into your Extra Account for at least the day before your direct debit is due to ensure you have sufficient funds to make the payment. Please note that if you have three consecutive failed direct debit payments from an Extra Account, your direct debit instruction will automatically cancel and you'll need to contact the organisation to set up a different payment method.

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Can I set up an automatic transfer from my main account to an Extra Account every month?
Yes, you can set up a regular payment into your Extra Account from your main account, either through the 'Payments' or 'Extra Accounts' links in your account.

In Payments, you'll need to click on 'Create Payment', select the Extra Account in question for 'Send payment to' and then toggle 'Create standing order for this recipient'. In Extra Accounts, you have the option to 'Add regular funds' when you set up a new Extra Account, or you can edit one and select this option after it's been created.

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Is the card contactless?
Yes, the U MasterCard® Card is Contactless. To activate contactless on your card, you'll first need to activate your card, then make an ATM withdrawal or a POS transaction using your PIN. Once you've done this, your card will have contactless enabled.

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Where can I use the card?
You can use your U MasterCard® Card wherever you see the MasterCard® Acceptance Mark across the world, including shops, restaurants, online and by telephone. It's also possible to withdraw money at ATMs displaying the MasterCard® Acceptance Mark.

Your card can't be used in terminals that don't go online to verify the account balance. This means it can't be used at pay-at-pump petrol terminals, but you can always pop in to the kiosk and pay for petrol there. Other examples of these terminals are refreshment trollies/buffet carts on trains and planes, and some car park terminals. Your U MasterCard® Card can't be used in pawn shops.

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What do I do if my card isn't working?
If your U MasterCard® Card isn't working, you should start by doing a few checks:

1 – Check you have sufficient funds
2 – Check your card isn't damaged
3 – Check your card hasn't expired
4 – Ensure your card hasn't been blocked on your instruction
5 – Make sure you're using the correct PIN
6 – If you're online, check you've entered your card number and other details correctly
7 – Check that MasterCard® is accepted as a method of payment

If it still doesn’t work, please get in touch through the Contact Us Page.

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What do I do if my card has been lost or stolen?
You can report your card as lost or stolen by logging in to your account, clicking on 'My Cards' and then the 'Report As Lost/Stolen' link next to the card in question. You can also order your replacement card once your card has been marked as lost or stolen. Please note: there's a £3.50 fee for ordering a replacement card. If you don't have sufficient funds, you can still block your card until you can pay in to your account.

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What do I do if I damage my card?
You can report your card as damaged online by logging in to your account, clicking on 'My Cards' and then the 'Mark As Damaged' link next to the card in question. When you mark your card as damaged a new card is automatically reordered for you at a cost of £3.50. You'll be prompted about this when you mark your card as damaged

Please note: you can still use your damaged card after you've reported it as damaged. It'll take up to 5 working days for your replacement card to reach you. As soon as you receive your replacement card and activate it, your damaged card becomes inactive and you should start using your new card. Your PIN will remain the same.

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What happens if I never use my card?
If you don't use your U PAYG Account for two consecutive months, there's a £2 inactivity fee charged each of those months. This can be avoided with any payment in or out of the account.

Please note: if there are no payments (in or out) or card transactions, and your account balance is zero for a period of 6 months, your account will be closed due to inactivity. If this happens, and you wish to have a U Account again, you can reapply by selecting 'Apply' and running through the application process.

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Can I order an additional card?
We don't currently have this facility, but we're looking to have it in place in the near future.

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Does it cost to order a replacement card?
Yes, there's a cost of £3.50. You'll always be prompted about this charge when you mark a card as damaged or report one as lost or stolen. If your card has been lost or stolen it's possible to block a card even if you don't have funds available to pay for the replacement.

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How long will it take before I get my replacement card?
We allow for 5 working days for a U MasterCard® Card to get to you after it's been ordered.

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What do I do if I've not received my card?
If it's been more than 5 working days and you haven't received your U MasterCard® Card, please log in, select 'My Cards' and click on the 'Card Not Received' option. We'll then be able to take a look at this for you and arrange for a new card to be sent out if needed.

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What do I do if there are transactions I don't recognise after card was lost or stolen?
If you’ve reported your U MasterCard® Card lost or stolen and subsequently see transactions occurring, please let us know straight away. We’ll investigate any disputed transaction(s) or misuse of your card. We may need some more information and assistance from you for this.

Please note, until you notify us, you may be responsible for transactions made on your card.

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Will my card be blocked when I order a new one?
We'll block any lost or stolen U MasterCard® Card and deactivate it, so it can't be used by anyone.

If your card is damaged and you've ordered a replacement card, you can continue to use this until you activate your new card.

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What do I do if I've forgotten my PIN?
You can retrieve your PIN online by logging in to your account and following these steps:

1 – Select 'My Cards'
2 – Select the card you’d like to retrieve the PIN for and click 'Retrieve PIN'

You'll be asked for two things to retrieve your PIN:

1 – The last 4 digits of your 16-digit U MasterCard® number
2 – Your answer to the security question presented

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How do I change my PIN?
You can change your PIN to a more memorable number at any ATM displaying the MasterCard® Acceptance Mark, by selecting 'PIN Services' in the on-screen menu. Please remember to keep your PIN secure and never write it down.

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I've blocked my PIN – what do I do?
If you block your PIN in a shop, you can unblock it at an ATM machine displaying theMasterCard® Acceptance Mark. You should select the 'PIN Services' option on the screen.

If you block your PIN at an ATM, please contact us via the Contact Us Page.

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How do I pay for my U Account?
We give you the freedom to choose what you pay for your U Account, with three monthly Price Points. It’s free to apply for each one of these Price Points, but they have different fees that are designed to suit different people.

It’s up to you to choose which Price Point is best for you and your needs. If you change your mind at any point you can also change your Price Point through the ‘My Fees’ area of your account (but you can only do this once every 30 days and it will take effect on your next billing date). Take a look at these options on the U Account page, where you'll also see all of our charges listed.

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What are the fees for using my U Account?
We aim to be completely transparent with any fees for using your U Account. You can view them all on the Our Account page of our site.

If you already have an account with us, you can check the fees for the account you have at any time. You'll just need to log in to your account and select 'My Fees' from your dashboard to take a look.

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What are the limits for my account?
Until the U MasterCard® Card is activated, there's a limit of £2,000. After this point, the limit will be increased. The limits on U Accounts vary, so please log in to your U Account and click on 'My Fees' to view your account limits.

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Where can I find my sort code and account number?
You can find your account number and sort code on your U MasterCard® Card or by logging in and looking on the left of your account Dashboard.

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My name has changed – what do I do?
Please contact us via the Contact Us Page, where you can send a secure message or start a Live Chat conversation with one of our Unbanking Agents. We'll need to see evidence of the name change to advise what documents we can accept as proof.

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Can I update my phone number and email address?
Yes, you can change both of these by logging in to your U Account and going to the Profile page.

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What happens if I move house?
You can update your address by logging in to your U Account and clicking 'Profile'. For security reasons, there's a limit on how many times you can do this. If this means you're unable to update you address, just contact us through the Contact Us Page and we'll have a look into it for you.

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Can I change my password and security questions?
Yes, you can change your password and/or security questions by logging in to your U Account and going to the Profile page.

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Why does my account show a balance and an available amount?
The balance of your account is all the funds you have; the available amount is your balance minus any pending transactions and money held in your Extra Accounts. The available balance is the total you have available to spend.

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My balance is negative – why is this?
Whilst we don't offer an overdraft facility, it's still possible for an account to go into a negative balance. This can happen when several payments are processed close to each other. As soon as you pay in and your balance is restored to a positive, your account will carry on as normal.

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How can I check my account balance?
We always recommend checking your balance online by logging in to your account. You can also check your balance on-screen from bank-opertated ATMs, such as those operated by HSBC, RBS and Barclays.

Some balance enquiries to non-bank operated ATMs (such as those operated by CashZone, Note Machine, YourCash and DCPayments) may appear to work but then show a blank space or, incorrectly, a zero balance. This is due to the setup of the ATM and is outside of our control.

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How can I check the balance of my Extra Accounts?
You can view the balances (and manage any payments) by logging in to your U Account and clicking on 'Extra Accounts' in the toolbar at the top of the page.

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How can I check my Points?
You can check your Points activity from the Dashboard on your account.

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What are pending items?
These are 'pre-authorisations'. When you pay for something with your card, the merchant checks you have enough funds to cover it and then reserves the amount of the purchase. This will stay as a pending item on your recent transactions until the merchant takes the money (after a couple of days) and it moves from pending to your actual transactions.

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How long does it take refunds to be returned back to my account?
Card refunds aren't covered by standard transaction timescales. It can take up to 14 working days for refunds to be received back into your account. As soon as the funds are received by us, they'll be immediately available to you. If you've still not recieved your funds after this time period has elapsed, please let us know using through the Contact Us Page and we'll take a look.

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There's a declined transaction on my account and the money is still in pending – how long until I can spend it again?
If a transaction is not confirmed, it'll return automatically to your available balance at midnight on the 10th day after the transaction was made.

If you want to have the funds returned to your balance sooner, please Contact Us and we'll tell you what to do next.

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Is 3D Secure available with U?
Not currently, but we're planning to introduce 3D Secure to our accounts in the near future.

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What do I do when I have an unrecognised or unauthorised transaction?
You should start by contacting the company the payment was made to, to confirm whether you recognise it. If there are any problems, or you suspect that your card was used fraudulently, it's important to let us know ASAP via the Contact Us Page, where you can send a secure message or use our Live Chat facility (you'll need to be logged in to do so).

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What is a continuous payment authority?
A continuous payment authority (or 'recurring card payment') is an ongoing payment attached to your U MasterCard® Card. It enables the merchant to debit an agreed amount monthly.

To cancel a continuous payment authority, you should first contact the merchant and request a cancellation. If this doesn't work, please get in touch via the Contact Us Page, explain your request and confirm a good number to call you on. We'll just need to run through a few details with you over the phone before getting it cancelled.

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What kind of payments can I make from my account?
You can use your U MasterCard® Card wherever you see the MasterCard® Acceptance Mark across the world, including shops, restaurants, online and by telephone. It's also possible to withdraw money at ATMs displaying the MasterCard® Acceptance Mark.

Your card can be used like any other debit card. The only exception is that it can't be used in terminals that don't go online to verify the account balance. This means it can't be used at pay-at-pump petrol terminals, but you can always pop in to the kiosk and pay for petrol there. Other examples of these terminals are refreshment trollies/buffet carts on trains and planes, and some car park terminals. Your U MasterCard® Card can't be used in pawn shops.

You can set up one-off payments out of your U Account or you can set up scheduled payments/standing orders. There's also the facility to set up direct debits from your U Account and Extra Accounts. To find out more about making payments from your U Account click here.

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How can I pay in to my account?
You can pay in to your account through either BACS or Faster Payment by providing the person or company paying the money with your account number and sort code. You can find these details on your Dashboard when you log in to your account. If a payment is made via Faster Payments, the funds will be credited within an hour of us receiving them. Payments made by BACS will reach your account at 8am on the third working day after the transfer was made.

Please note that you're unable to pay in to your account by using a Barclays branch. We're also working on getting a cash payment facility ready for your account.

Unfortunately we can't currently accept CHAPS or international payments. To find out more about information about payment times and processing times click here.

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When can I expect my payments out to be processed?
It all depends on the method you use. If you request a transfer after 9pm and before 2.59pm, the funds will reach the recipient by 5pm. Any transfer requested between 3pm and 8.59pm will arrive at 11pm. This applies on both working and non-working days.

If you’ve created a scheduled payment, this will leave your account at 9am and reach the recipient by 5pm.

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Can I use my U Account with PayPal?
Yes, you can use a U Account to make payments and withdraw money from your PayPal account. To set up your account to withdraw money from PayPal, you’ll need to give PayPal customer support a call and give them your account number and sort code.

PayPal withdrawals are processed by Faster Payment and should arrive within a couple of hours of being processed.

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Can I pay in cheques?
No, we don't have the facility to pay cheques into a U Account.

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Can I get interest from my account?
No, you'll not receive any interest from your U Account. Instead, you can earn Points rewards when you use your U MasterCard® Card to make a purchase with any of our retail partners. Find out more on the Points page.

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Can I have an overdraft?
No, the U Account doesn't offer an overdraft or any credit facility; you can only spend the money that you pay in to your U Account.

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Can I set up a direct debit with my account?
Yes, you can attach as many direct debits as you like to your U Account. We also have the facility to have direct debits running from any of your Extra Accounts to help you budget your money.

Your main account will automatically have direct debits enabled, but you'll need to turn this feature on for your Extra Accounts. To do so, just use the "Use to pay direct debits" toggle on your Extra Account. All that's left from here is for you to give the account number and sort code of the account you'd like the direct debit to leave from to the organisation you wish to pay. This feature is coming soon.

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Why has my account been restricted?
In common with other providers, on very rare occasions we may need to restrict access to your account. There are a number of reasons why this might happen. They include:

- If we suspect someone could be using your account without your knowledge. This is to protect you and allow us to investigate potential fraud
- To comply with regulatory requirements
- Technical issues
- Due to a court order

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How does a restriction affect my account?
A restriction may prevent all activity on your account, or it could just prevent certain types of transactions, such as payments in or out. If this happens you should check your secure messages, as we will sometimes need to ask you for more information. Responding to this promptly and in full will help us remove restrictions in certain circumstances. There may be times when we are unable to tell you why your account has been restricted.

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Is U regulated by the FCA?
U is authorised and regulated by the FCA as a credit broker. The money paid in to your U Account is held in a Barclays account operated by Wirecard Card Solutions. Wirecard Card Solutions is authorised and regulated by the FCA under the Electronic Money Regulations 2011. The account is protected, which means it's used only to serve U Accounts and isn't subject to claims from creditors in the unlikely event U or Wirecard Card Solutions become insolvent. Your money is at risk only in the unlikely event that Barclays become insolvent.

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Is my money protected by the FSCS?
The card is an e-money product, and as such it is not covered by the Financial Services Compensation Scheme. In the unlikely event that Wirecard Card Solutions Ltd (WDCS) becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.

However, as a responsible e-money Issuer, WDCS ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your card. In the event that WDCS becomes insolvent funds that you have loaded which have arrived with and been deposited by WDCS are protected against the claims made by creditors.

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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: www.uaccount.uk

The U website also uses secure 'extended validation' (EV) certificates, so your web browser is able to show you that by making our name appear in green:



If you've got any concerns about other websites or domains, please report any suspicious activity to security@uaccount.co.uk.

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I've received an email. How do I know it's from U?
U only sends emails from the addresses listed below, and will never ask you for your password, your card number, your PIN code, or other sensitive information.

info@uaccount.co.uk: For responses to queries for people who've not yet set up a U Account, or those who are having difficulty accessing their U Account
noreply@uaccount.co.uk: Notifications for any queries that are created through the secure message facility in your U Account. Automated emails and newsletters are also sent from noreply@uaccount.co.uk.

We can confirm that we don't send emails from the following email addresses:

administrator@uaccount.co.uk
admin@uaccount.co.uk
helpdesk@uaccount.co.uk

If you have any concerns about other email addresses, please report any suspicious activity to security@uaccount.co.uk. Remember, we'll never ask you for your account number, sort code, card number, PIN, or password over email. To keep your account secure, please keep this information safe.

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When is U open?
Our team of Unbanking Agents are available from 8am to 6pm, Monday to Friday (excluding public holidays). The Live Chat facility on our Contact Us Page (when you've logged in) is available between 9am and 5pm on working days.

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How do I contact U?
U primarily operates online and you can contact through the Contact Us Page on our website. If you already have a U Account, please log in before going to this page and you'll be able to discuss specific account queries. You'll be able to use our Live Chat function whenever you see the 'Chat Available' button on the contact page.

You can also contact us through our Twitter (uaccount) pages. Please note that we can only discuss general queries on Facebook and Twitter, and can only discuss specifics account information through secure message or our Live Chat facility.

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Can I speak to someone in person?
U is a digital personal account provider and aims to answer all queries online, so you'll need to make initial contact in this way. If there is a need to speak to someone over the phone, we'll then arrange a time for us to call you to discuss your query.

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How do I report a problem with the website?
If you're having problems accessing pages on the U website, or if some of the facilities aren't working in your U Account, please let us know through the Contact Us page and provide as much information as you can about:

– Which operating system you are using (e.g. Windows 7, Windows 8, OS etc.)
– Which browser and browser version you are using (e.g. Google Chrome v. 37)
– What device you are using (e.g. iPhone 5S, PC, Mac, Samsung Galaxy Tab)
– The URL of the page you're having issues with from the browser's address bar
- Any error messages that are presented to you

The more information you provide, the more we can get to the bottom of the issue. Don't worry if you don't know how to get this information, just let us know and we'll be able to help you to find it.

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How do I make a complaint?
Learning from our customers is a fundamental part of U and how we strive to improve as a business. We try to do things right 100% of the time, but sometimes things can go wrong. If we fall short of your expectations, we want to hear from you so we can put things right.

A copy of our complaints procedure can be found here.

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What is U?
U is the revolutionary new digital personal account for you. With the account, you get a contactless U MasterCard® Card, which you can use anywhere you see the MasterCard® Acceptance Mark and withdraw cash at ATMs. You can set up direct debits and standing orders, as well as making payments online and creating up to 20 Extra Accounts in 1 to budget more efficiently.

You can also earn cashback with us, which are paid as Points. When you buy things from retail partners, either online or in-store, 1 Point = £1. Your Points are saved automatically in your Points Account (an Extra Account especially for your cashback).

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Who operates U?
U is operated by Ffrees Family Finance Ltd. trading as U, a private company based in Sheffield. Ffrees began operations in 2012 and launched to the public in January 2013.

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Is U a bank?
No, we're an unbank. We're the first of our kind. You get all the benefits that you get from banking, but we don't hit you with unexpected fees if you make a mistake. We're 100% transparent, help you manage your money and budget; and because we don't have overdrafts, we don't charge unexpected fees.

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Do you have a mobile app?
Your U Account has been designed to work extremely well on smartphones, so a mobile app isn't really needed. However, we're working on Android and iOS app for those of you who prefer to use apps. We'll let everyone know as soon as they're ready.

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Can I set up a direct debit with my account?
Yes, you can attach as many direct debits as you like to your U Account. We also have the facility to have direct debits running from any of your Extra Accounts to help you budget your money.

Your main account will automatically have direct debits enabled, but you'll need to turn this feature on for your Extra Accounts. To do so, just use the "Use to pay direct debits" toggle on your Extra Account. All that's left from here is for you to give the account number and sort code of the account you'd like the direct debit to leave from to the organisation you wish to pay.

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