Credit Card FAQs
- If my card is lost or stolen, what do I need to do?
- Give us a call on 0203 370 0970 24/7 and we’ll sort it out. We’ll need to ask you some questions to confirm your identity.
- I think I’ve been a victim of fraud, what do I need to do?
- Give us a call on 0203 370 0970 24/7 and we’ll take you through the next steps depending on what has happened. We’ll need to ask you some questions to confirm your identity.
- I need to change my address or phone number. What do I need to do?
- Give us a call on 0203 370 0970 and we’ll sort it out 8am-8pm Monday to Friday. We’ll need to ask you some questions to confirm your identity.
- I need to change my name. What do I need to do?
- Give us a call on 0203 370 0970 and we’ll run you through the process 8am-8pm Monday to Friday. Once we’ve spoken to you, we’ll ask you to send us one document as proof of your change of name. We accept three types:
• a copy of your Marriage Certificate
• a copy of your Decree Nisi/Decree Absolute
• a copy of your Deed Poll Notice
Applying for a card
- How do I apply?
- Head to our credit card page to read all about it and sign up.
- Will I be approved for a card?
- We’ll carry out a full credit check to see if we can approve you – we consider your age, status and financial background. In some circumstances, we may also ask for additional information, but we’ll reach out to you beforehand. Before applying, make sure you meet the following criteria:
• Currently have an address, and three years address history in the UK
• You're aged 18 or over
• You have a good credit rating/history
• You're not unemployed or a student
• Minimum income of £13,000 per year.
- How long until I get my card?
- If we approve your application, your PIN and card will be sent out and should be with you within 3-7 working days. If they do not arrive, or you’d like to ask us any questions in the meantime, we’re here to help on 0203 370 0970.
- What happens if I have been declined?
- If we decline to offer you a card, we will have come to the decision based on the information you gave us, along with information provided by our Credit Reference Agency, Experian. You can get a copy of your credit report by visiting http://www.experian.co.uk. You’ll be able to amend any mistakes and get tips on improving your score. In six months’ time, we’d be happy to see if anything has changed. Reapplying before then could have a negative impact on your credit score, which is the last thing we’d want.
- Why have I got a higher APR than the headline rate Tandem offer?
- The APR advertised upfront is representative of what the majority of our customers will receive. We make our decision based on the information you give us, along with information provided by our Credit Reference Agency, Experian. This means you might get a higher APR based on your personal circumstances.
About your card
- How do I activate my card?
- Call us on 0203 370 0970 8am-8pm Monday to Friday and select option 1. We’ll need to ask you some questions to confirm your identity.
- How can I manage my Tandem Credit Card?
- You can see real-time transactions, balance and your remaining credit limit in our app. We’re continuing to add more functionality over time. You’ll receive monthly paper bills with all your transactions from that month and details of what you’ll need to pay. For anything else, call us on 0203 370 0970 8am-8pm Monday to Friday. We’re happy to help.
- Are purchases online secure?
- All our credit card customers are automatically signed up to 3D Secure in partnership with Mastercard. It’s free to use and covers you when you use your card online. For your security, we may occasionally ask you to enter a One Time Passcode when making a purchase online.
- How long does it take to receive a replacement card?
- If you’ve told us you need a new card, it will be with you in 2-5 working days. If you also need a new PIN the card will take slightly longer.
- Can I withdraw cash on my Tandem Credit Card?
- If you withdraw cash in the UK, we charge a fee (2.5% or a minimum of £2.50). Interest is charged from the day the cash withdrawal is processed. There are no fees on cash withdrawals abroad, but we'll still charge interest from the day the cash withdrawal is processed. When you make a payment to your card, cash withdrawals will be paid off first before other balances to ensure your interest charges are minimised. You can withdraw up to 30% of your credit limit, and not more than £500 per day.
- Can I use my Tandem Credit Card abroad?
- Yes, we’ve designed our card for people who travel. You can use your card around the world in any shop or ATM where Mastercard is accepted. There are no foreign transaction fees and you’ll continue to receive cashback on all your purchases as at home. There are also no fees on cash withdrawals abroad, but we do charge interest from the day the cash withdrawal is posted to your account. This can take up to 5 days from when you made the cash withdrawal depending on the processing time of the ATM provider. If you make a payment after the cash withdrawal is posted to your account, it will be paid off first before other balances to ensure you minimise interest charges.
- Is there a charge if I use my Tandem Credit Card for gambling?
- Yes. Gambling transactions are treated as cash withdrawals. All pound sterling cash withdrawals are subject to a withdrawal fee (2.5%, minimum £2.50). In addition, you'll pay interest on this cash from the date the transaction settles. If these transactions take you over your cash limit (30% of your credit limit or £500 per day) we may stop you making further transactions. You'll find all the information on how we treat cash in your agreement and on your monthly bill.
- Can I use the Tandem Credit Card to buy or transfer foreign or crypto currencies e.g. Transferwise or Coinbase?
- Yes. These transactions will be treated as cash and charged a cash withdrawal fee (2.5%, minimum £2.50). In addition, you'll pay interest on this cash from the date the transaction settles. You'll find all this information on how we treat cash on your monthly bill. Due to the way the merchants charge us, these transactions may take you over your cash limit (30% of your credit limit) when they settle, which may block your card from making purchases until you pay off the amount you're over your cash limit.
Bills and Payments
- How do I get my bill?
- We send your bill out in the post which has all the information you’ll need to make a payment. It includes the last months activity on your card, and details any interest or fees that we have charged. We’re working on getting bills into the app soon, so look out for these.
- When is my payment due and how much will I owe?
- Your payment due date will be clearly stated on your bill. Each month you must pay at least the minimum payment. This will be the higher amount of:
• the interest and any fees plus 1% of the remaining balance
• £5 (or your whole balance if it is less than £5)
If you only make the minimum payment, it’ll take longer to clear your balance and cost you more in interest.
- How can I make a payment?
- You can pay off your credit card by transferring money to us with the following details:
• Sort Code: 60-83-64
• Bank Account: 99999995
• Reference: Your credit card number (16 digits)
You can also make a payment by cheque, but this will take longer to clear. We provide information on how to do this on your bill.
Whatever payment you choose, please leave enough time for your payment to clear before your due date.
- How do I set up a Direct Debit?
- You can set up a Direct Debit by calling us on 0203 370 0970 8am-8pm Monday to Friday and select option 1. We’ll need to ask you some questions to confirm your identity, and you’ll need the sort code and the account number for the account you’d like to pay from.
You can set up a Direct Debit to pay off your full balance, a fixed amount, or your minimum payment each month.
- How do I make a change to my payment due date?
- We can do this over the phone on 0203 370 0970 8am-8pm Monday to Friday. We’ll need to ask you some questions to confirm your identity
- What happens if I miss my payment?
- It is important to make the minimum payment each month when it is due. If you don’t make this, we’ll charge a late payment fee of £12. If you don’t make your payment on time, we have to record this with Credit Reference Agencies, which may make obtaining credit more difficult in future.
Interest and Charges
- Where can I find out about Tandem’s charges?
- If you miss a payment or if there’s not enough money in your account when your Direct Debit is due, we will charge you a fee of £12 each time.
If your payment doesn’t clear by the payment date, or if you’ve paid less than the minimum payment we’ve asked for, we will charge you a fee of £12 each time.
These fees are based on our operational costs when these problems happen.
We’ll ask you to pay the fees on your bill. You’ll see them as part of the outstanding balance on your bill.
- How is interest charged on my Tandem Credit Card?
- If you don’t pay your balance in full by the payment date, we’ll charge interest from the date the transactions were added to your account until you pay them in full.
We’ll add the interest to your account on your bill each month. The interest will form part of your outstanding balance.
If you don’t pay your balance in full, we’ll charge interest on your interest – this is known as compound interest.
There are no foreign fees on cash withdrawals, but we do charge interest from the day the cash withdrawal is settled.
We charge interest on fees for cash advances in the UK at the standard rate for cash advances. We charge interest on any unpaid interest at the rate that applied to that type of transaction. We do charge a cash advance fee if you withdraw cash in the UK.
If we’ve charged a fee for paying late or not sticking to your agreement, we’ll start charging interest on this fee from the 30th day after the fee was charged until you’ve paid off the fee in full. We won’t charge interest on top of this interest.
- How is my balance paid off?
- We repay balances with the highest interest rate, before repaying those with lower rates. We will always pay off existing balances that appear on your bill before newer transactions.
- What is a credit limit?
- A credit limit is the maximum balance Tandem will allow you to have on your card. If you reach your credit limit, you’ll need to pay off some of your balance to make another transaction.
- How do Tandem determine my credit limit?
- Tandem determine your limit based on your personal circumstances and the information you provide to us.
- How can I change my credit limit?
- We don’t currently offer credit limit increases, but you can lower your limit at any time. Call us on 0203 370 0970 8am-8pm Monday to Friday and we can help you out.
- I received a notification or text saying I’m over my credit limit, what does this mean?
- You’ve used up all the credit we’ve given you, so your card will stop working. You’ll need to make a payment to your account – once it’s cleared you’ll be able to spend on your card again. Payment options can be found in the Bills and Payments section of these FAQS and on your bill.
- How up to date is my balance in the app?
- All transactions and your balance in the app is in real-time, so you’ll always see what you’ve spent, even if it hasn’t settled yet. Some merchants don’t provide transactional information straight away, so you might see these transactions a few days later.
If a merchant (e.g. a hotel) blocks funds on your card, we’ll show this to you straight away. When your transaction successfully settles to the account you should see your real-time balance update.
- Closing an account?
- If you want to close your account, call us on 0203 370 0970 8am-8pm on Monday and Friday. You’ll need to pay off your balance in full before we can close it, but we can stop your card from working straight away.
- Can I get additional cardholders on my account?
- Not yet, but we’re working on this. We’ll let all our existing customers know when you can.
If you can’t find the answer here, give us a ring on 0203 370 0970 8am-8pm Monday to Friday.