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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 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 3-5 working days for your card to get to you once your account has been opened.
It's been 6 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.
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.
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.
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.

You can find where your local ATM is by using the Mastercard® ATM Locator site available here.

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 trolley/buffet carts on trains and planes, and some car park terminals. Your U Mastercard® Card 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 do I do if I damage my card?
You can report your card as 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 report it as damaged. It'll take 3-5 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.
What happens if I never use my card?
If you don't use your U PAYG Account for two consecutive months, there is a dormancy charge of £1 per month that applies if your account is classed as dormant. 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.
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.
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 it take before I get my replacement card?
We allow 3-5 days for a U Mastercard® Card to get to you after it's been ordered.
What do I do if I've not received my card?
If it's been more than 5 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.
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.
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?
You're able to do them both at the same time. When your card has arrived, login 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.
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.
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
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.
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 the Mastercard® 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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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 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?
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.
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.
Why has my U 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
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.
What do you mean by 'Source of Funds'?
The ‘Source of Funds’ refers to the origin of any funds in your account, specifically the activity that generated the funds. Some examples of the source of funds may be your salary, the proceeds of a sale, inheritance, or benefits that you receive.

Sometimes companies that handle money are obliged to establish this for a customer in order to ensure they meet legal and regulatory Anti Money Laundering obligations.

In these scenarios, somebody from our Accounts Team will contact you to request this. Your account may need to be restricted while this process is followed.
What can I supply as evidence of 'Source of Funds'?
Below are some examples of things you can provide that will help us in establishing the source of funds

For all documents, we will need to be able to see the full document, not just one page or part of a page and we should be able to match up the relevant monies to your account on the document where applicable.

Below we have listed some examples of what types of evidence we would request.

  • Salary: Your payslip.

  • Self Employed Income: Copies of invoices to the employer for the hours of work undertaken; copies of remittances confirming the employer has paid an invoice; or, a letter from the company on headed paper confirming the individual is contracting with them.

  • PayPal: A screenshot of the screen which shows your name and address and the screen which shows the list of transactions for the period we are asking about. 

  • eBay: A screenshot of the screen which shows your name and address and the screen which shows the list of transactions for the period we are asking about. 

  • Benefits: Your most recent benefit award's notice.

  • Another Bank: The full bank statement, showing the account holder's name and address and the list of transactions for that month. Please note, that we cannot accept a screen shot of just the transaction.

  • Pension: Your latest annual pension statement or letter from the pension provider; your latest pension statement; or a P60.

  • Child Maintenance: A copy of your court order; a Child Support Agency (CSA)/Child Maintenance Services (CMS) assessment; or, a private written agreement confirming the maintenance paid.

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How can I check my Points?
You can check your Points activity from the Dashboard on your account.
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.
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.
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'.
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.
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.
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 much does U Account cost?
Details of all our fees can be found on our Pricing page. 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 U Account 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.
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.
When will I pay my first monthly management fee?
U Account offers all new account holders on the £5 or £10 price point the first months' monthly management fee for free. 

Other charges do apply; for full details of applicable fees, the full list of U Account pricing is available here.

After your first month, your monthly management fee will be applied on the anniversary of your first pay-in date, e.g. pay-in to the account on the 6th December, and the monthly management fee will be applied on the 6th January.
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.
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.
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.
Do you have a mobile app?
Yes, it's called Balance+. The Android version of our mobile app is available on the Google Play Store and the iOS version of the mobile app is available on the App Store.

Our Balance+ app includes:

  • User-friendly dashboard, allowing you to check your total account balance and your available balance

  • List of recent activity, including transactions in and out of your account

  • Service status information for any account issues that may occur

  • Full, searchable FAQs for answers to any of your U Account questions

  • Extra Accounts


  • For both Android and iOS, we’ll be introducing new features in the apps in the future.
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'.
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.
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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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.
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.
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 your address, just contact us through the Contact Us Page and we'll have a look into it for you.

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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 addresses listed below, and will never ask you for your password, security answers, your card number, your PIN code, or other sensitive information.

- [email protected]: 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
- [email protected]: Notifications for any queries that are created through the secure message facility in your U Account. Automated emails and newsletters are also sent from [email protected]

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

- [email protected]
- [email protected]
- [email protected]

If you have any concerns about other email addresses, please report any suspicious activity to [email protected]

Remember, we'll never ask you for your password, security answers, card number, or PIN. To keep your account secure, please keep this information safe.
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 am unable to see my balance at an ATM. Why is this?
We are aware of a few instances with U Mastercard® Card where the balance does not display as expected at the machine. This often affects non-bank provider ATMs, in this situation, we would advise trying to check your balance at a different ATM.

Additionally, you could download our Mobile App to check your balance on the go. Android and iOS versions are available. Alternatively, you can log-in to your U Account to check your balance.

We have reported this issue to the ATM providers where we have seen this occur but are dependent on the providers to resolve the issue. Any further information you could provide on affected ATMs (location, date, time of issue, and ATM provider’s name) would be helpful. You could provide this here.
The ATM declined my transaction. Why is this?
The U Mastercard® Card checks that you have the funds in your account before you can withdraw them. This is to help stop you getting a negative balance in your account.

In order to do this, we must verify online that your account has the money you want to withdraw from the ATM. This is referred to as an online authorisation.

ATM transactions may occasionally decline because the ATM has temporarily lost its connectivity and we cannot verify the account balance.

This should be a temporary connectivity issue, and you could try another ATM or the same ATM again.

If you experience frequent problems, please let us know about the affected ATM (location, date, time of issue, and ATM provider’s name) and we can report this issue to the ATM provider. You could send us this information here.

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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 up to 3pm the day before the payment is due to be taken. 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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