Questions about Your New U Account?

We hope you like your new U Account. (If you haven’t activated your new card yet, log into your account and do that straight away.)

Many of our customers have been in touch to ask us questions about the new account. We’re getting to each query as fast as we can. It might take us longer than usual, here are the answers to some of the most common things we’re getting asked.

If you do have an open query with us and this information answers your question, please help our team by logging in and marking your query as closed. That means we’ll know not to send you another answer.

  • Why have I received a new U Account card?

    We’ve sent all our U Account customers a new card because we have moved to a new banking partner, Modulr. This means your U Account will be better than ever. Among other things, payments in and out will be near-instant and we have a new mobile app in the Apple App Store and Google Play Store.

  • My new U Account card hasn’t arrived

    Please log in to your account and check that we have the correct address. If we don’t, please update your address. You should then go to ‘Cards’ and mark your card as ‘Not Received’, then click/tap ‘Order Card’, and we’ll send you a new one free of charge.

  • Why are you moving me to a new U Account at short notice?

    We have to make this change quickly because of the closure of our former banking partner, Wirecard Card Solutions, but we think the benefits for our customers will be worth it!

  • What will happen to a payment made into my old U Account?

    If you have your salary, benefits or any other payments into your old U Account, you will need to tell each company or person your new account details. This only has to be done once.

    The closure of our former banking partner, Wirecard Card Solutions, means that any payments made into your old account have to be returned to their sender. This means that:

    • Payments by ‘faster payments’ (most transfers from regular bank accounts) will be returned within two hours
    • Payments by ‘BACS’ (benefit payments and, sometimes, wages and salaries) could take up to six working days to be returned. This is because they follow the banking industry’s three-day payment process for the payment itself and then for the return
  • I tried to use my card to pay for something online but my new card number isn’t recognised

    We’ve had reports of our new card numbers not being recognised for certain companies. Examples include the National Lottery, SSE (energy supplier) and Sky Bet.

    Because we have a new card, companies that process card payments need to update their records to make sure new U Account cards are accepted. We’ve been in touch with the acquirers concerned and expect to have this resolved soon.

  • I withdrew money from a cash machine (ATM) and I was charged £3.99

    Some ATMs run by Cardtronics are applying a £3.99 fee when our customers withdraw money. This is not a fee we intend to charge and we don’t receive the money. We’ve contacted Cardtronics to ask that the fee is reduced or removed. In the meantime, we recommend that where possible you use ATMs operated by bank branches or supermarkets.

  • I tried to set up a direct debit but the company didn’t recognise my new account number and sort code

    We’re hearing that some companies don’t recognise our new sort code and account numbers for direct debit. This is because ours is a new sort code and some companies still need to update their records.

    We can confirm that direct debit is fully up and running on our new accounts (lots of our customers are using it right now). Where we hear about examples of problems we will contact the companies concerned. It can also be useful to refer the company to the BACS sort code checker. Typing in our new sort code - 04-03-90 - confirms that direct debit is available on our accounts.

  • I tried to set up my new account to receive my wages/salary but my employer doesn’t recognise the sort code and account number

    We have reports that some employers don’t recognise our new sort code and account numbers for the payment of wages or salaries. This is because ours is a new sort code and some employers - or the companies they use to pay their staff - still need to update their records.

    Where we hear about examples of problems we will contact the companies concerned. It can also be useful to refer your employer to the BACS sort code checker. Typing in our new sort code - 04-03-90 - confirms that our accounts can receive funds through the usual methods: faster payments or three-day BACS transfer.

  • I can’t transfer money between my main and extra accounts

    We’re still working to make transfers between main and extra accounts available in our mobile app. In the meantime, please log into your account through our website and you’ll be able to make those transfers as normal.

  • I need to make cash deposits into my account. When will your PayPoint service be ready?

    We are working to make the PayPoint service available with our new accounts. We expect to have it ready in the first half of December but will contact all our customers as soon as it becomes available.

  • Other issues?

    If you’re struggling with anything at all, please contact our Customer Service team here. We’ll respond as quickly as we can.