Read our dedicated Frequently Asked Questions

⚠  13:50PM UPDATE: 01/07/2020 ⚠


Any BACS payments that were due to be credited today will be returned to the sender tomorrow. These payments were initiated while the restrictions were in place on Monday, as BACS takes 3 days to arrive in your account. Any future BACS payments will credit as normal.

 

UPDATE: 18:30 PM 30/06/2020


We have confirmed that all U Account services are now running as usual.

We are currently experiencing a delay to some payments made on 26/06/2020. We are working to make sure that these are credited to the recipients or returned as soon as possible.

UPDATE: 13:45 PM 30/06/2020


We are currently working on getting Faster Payments processed and will share more information as soon as we get it.

Card Payments online, in-store and withdrawing cash continue to work as expected>.

UPDATE: 12:25 PM 30/06/2020


We are pleased to confirm that your cards are back up and running again. You can use them to withdraw cash, or make payments online and instore.
We will have more to share as soon as we can.

UPDATE: 10:30 AM 30/06/2020


We are still experiencing issues with using your card, which our teams have been working on through the night. We hope to have a resolution for this sometime this morning. We also have a number of other issues relating to the reactivation of accounts. This is temporarily preventing:

❌ Card usage (transactions using your card, cashpoint usage)
❌ Payments into your account (Faster Payments)
✅ Paying cash into your account via Paypoint
✅ Payments out of your account (processed at 11am)
✅ BACS Payments into your account

We will keep you updated as we continue to work to reinstate your accounts.

UPDATE: 08:00 AM 30/06/2020


We are still experiencing issues with using your card, which our teams have been working on through the night. We hope to have a resolution for this sometime this morning. We also have a number of other issues relating to the reactivation of accounts. This is temporarily preventing:

❌ Card usage (transactions using your card, cashpoint usage)
❌ Payments into your account (Faster Payments)
❌ Paying cash into your account via Paypoint
✅ Payments out of your account (processed at 11am)
✅ BACS Payments into your account

We will keep you updated as we continue to work to reinstate your accounts.

UPDATE: 01:45 AM 30/06/2020


We are aware of reports that some transactions using your U Account card are not currently working. We expect this issue to be resolved in the next few hours.

 

Service for your U Account has resumed 01:15AM 30/06/2020


Following up from our last update, we are happy to confirm that all service has been resumed for your U Account.

This means that you will be able to make payments, receive money into your account, withdraw cash, and use your account as usual.

We wholeheartedly apologise for any inconvenience this has caused, and are taking measures to ensure that this will not happen again.

The U Account Team

U Account Service Update 22:30PM 29/06/2020


We have just received word from the FCA that the temporary suspension of our partner, Wirecard Card Solutions Ltd will be lifted at 00:01 on 30/06/2020. This does not mean that you will be able to immediately use your U Account again at this time. We expect your card and account will be fully operational again early tomorrow morning.

As soon as we hear an exact timing, we will be sure to let you know.

In order for us to get your account fully running we need to discuss actions with another partner GPS (Global Processing Services) in order to ensure that the account gets back up and running correctly, without any hiccups or hitches.

We are currently confirming the next steps and actions that we are required to take in order to facilitate this and get your account back up and running as soon as possible.

Once again, we wholeheartedly apologise for the inconvenience that this has caused. We will update you as soon as we hear anything new.

The U Account Team

U Account Service Update 12:30PM 29/06/2020


Further to our update below, we are awaiting more information from Wirecard on the outcome of the assurances given to the FCA. We will provide more information as soon as we can.

U Account Service Update 28/06/2020


At the time of writing at 2pm on 28/06/2020, all U Account services remain suspended due to the FCA (Financial Conduct Authority) temporarily suspending one of our key partners, Wirecard Card Solutions Ltd.

This means that you will still be unable to use your card and account, or access your money. The FCA have set out the expected timelines for this to be addressed (which can be viewed here) and, if not before, we would expect to issue a further update after 12:00pm on Monday.

Any wages or benefit payments scheduled for tomorrow will be returned to the sender. In most cases, this will take 3 days due to the payment being a BACS transfer. We recommend that you contact the originator of the payment regarding this. You can read the FCA’s guidance on this here.

For further information regarding payments, please view our FAQs here.

Many of our customers have expressed understandable anger in direct contact with us or on social media. If you wish to make a complaint, please do so by logging into your U Account and sending us a secure message. We will of course review and respond to every case as quickly as we can. You can view our complaints process here.

Again, we would like to reiterate that your money is kept safe in a ring-fenced Barclays UK account. Your money will become accessible when the temporary restriction is lifted.

We will keep updating all U Account holders as soon as we learn of any further developments. We wholeheartedly apologise, and we are working towards solutions that ensure that nothing like this ever happens again for any U Account customers.

The U Account Team

U Account Service Update 27/06/2020


As of 1pm on 27/06/2020 all U Accounts remain temporarily suspended due to the FCA’s (Financial Conduct Authority) suspension of operations at one of our key partners, Wirecard Card Solutions Ltd.

We would like to reiterate to all customers that your money is safe, and remains ring-fenced in a secure Barclays Bank account, as it has been since we began operations at U Account.

You can find out more information, including what this means for payments in and out of your U Account, in our dedicated FAQ page here.

For more information from the FCA about the decision they took and what it means for you, see: https://www.fca.org.uk/news/news-stories/requirements-imposed-wirecard-authorisation

We were given no prior notice of this before the suspension of service.

We are one of a number of financial services companies affected by the FCA’s suspension of operations at Wirecard and, like them, we can’t tell you for certain when the suspension will be lifted. But we have been assured that this is a temporary measure. The FCA is working with Wirecard this weekend and the suspension will be lifted - and normal processing will resume - as soon as the FCA has the assurance it needs.

Our team remains in constant contact with Wirecard, and will keep you informed of any updates via email, the U Account website, and our Social Media pages. We are currently receiving extremely high levels of contact, and we will address your messages as soon as we can.

We wholeheartedly apologise to all of our customers who currently face difficulty in light of this situation.

The U Account Team

Urgent information about your U Account 26/06/2020


To all U Account customers,

We are very sorry to inform you that the FCA (Financial Conduct Authority) has temporarily suspended operations at one of our key partners, Wirecard Card Solutions Ltd.

Wirecard is the card issuer and banking partner for the U Account, and for many other accounts in the UK. This suspension means that for a temporary period:

  • You won’t be able to use your U Account Mastercard card
  • You won’t be able to receive payments into your U Account
  • You won’t be able to make payments out of your U Account

You will still be able to log in and check your account and balance.

Please be assured that your money remains protected in a Barclays bank account. Your money is not at risk. We know how important this is to you.

We are working hard towards a resolution for this with our partners, so your card and account will be back up and running smoothly again as soon as possible. We will keep you updated as we know more - and as soon as we can confirm when the restriction will be lifted.

Please accept our most sincere apologies for the inconvenience that this will cause you.

The U Account Team