Credit Card Help - FAQs

Q: What is the marbles card?

marbles Mastercard is the ideal way to take control of your finances. Accepted all over the world, marbles gives you flexibility and convenience at your fingertips. No interest will be charged on purchases if every statement balance is paid in full by the payment date. With online account servicing and a host of other benefits, it pays to use your marbles.

Q: Does marbles subscribe to any codes?

marbles cards are issued by NewDay Ltd. NewDay Ltd is a member of the Finance and Leasing Association (FLA) and it subscribes to the FLA’s Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Lending Standards Board’s Lending Code. Copies of the Lending Code can be obtained from www.lendingstandardsboard.org.uk/.

Q: What benefits do I get for being a marbles card customer?

On top of the convenience that a marbles Mastercard gives you, our online account servicing lets you stay in control of your finances. Wherever you are, a few clicks is all it takes to make a payment, check your balance, request a credit limit increase and a host of other features. Have a look around the site and find out what marbles has to offer you.

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Q: I need to activate my new card. How do I do this?

You can activate your marbles card within just a matter of minutes by calling the card activation service on 0800 328 2523* where you will undertake a short checking procedure with our automated service.

Please also remember to sign your new card with your usual signature immediately.

Q: I have received my card but don't have a PIN number. What should I do?

Your PIN number will be sent out under separate cover so you should receive this within the next few days. If you don’t receive this, please call Customer Services on 0333 220 2692*.

Q: I have received my PIN number but would like to change it. How can I do this?

You can do this simply by using the PIN change facility on any ATM machine offering PIN services option and following the instructions on screen. Any PIN change is live with immediate effect for both cash withdrawals and purchases.

Q: I have forgotten my PIN number. What should I do?

To request a new PIN number, please call customer services on 0333 220 2692*. We’ll send it to you by post.

Q: I am trying to buy something on the Internet. I have been asked for my security code. What is this?

The Card Security Code is the last three digits that appear on the back of your card, on the top right hand corner of the signature panel.

You’ll generally only need it when you’re paying for something over the telephone or on the Internet and if you aren’t 100% sure of the credentials of the person or website asking for it, it’s always best to check.

Q: Can I use my card abroad and will I be charged for this?

Your marbles card is accepted in 32 million places and 600,000 cash points around the world. If you use your marbles card abroad you will pay a non-sterling transaction fee of 2.95%. If you withdraw cash abroad, you will also pay a cash fee of 3% (minimum £3). These fees will be shown on the front of your statement together with the exchange rate.

Q: What happens if I lose my card while I am abroad?

As soon as you realise that your card is missing, please telephone us immediately on +44 113 2449747. At marbles we like to help our customers whenever and wherever we can, you can even ask the operator to reverse the charges to this number.

Q: Can I use my card to withdraw money from a cash machine?

Yes you can use your marbles card anywhere where the Mastercard symbol is displayed. There is a cash advance fee of 3% (minimum £3) for using your card to withdraw cash.

Q: If I use my card to withdraw cash, will I be charged for this?

There is a cash advance fee of 3% (minimum £3) for using your card to withdraw cash. Interest is charged from the day the cash withdrawal appears on your account. The fee is charged on the day of the transaction.

Q: Is there a limit to the amount of cash I can withdraw?

The daily amount of cash you can withdraw is £300. During the period between your monthly statement dates, you can make a maximum of ten cash advances at an ATM and a maximum of ten cash advances in branch.

Q: Can I have more than one cardholder on my marbles credit card account?

If you would like to include someone else (aged 18 or over) in your household as a second cardholder on your marbles credit card account, just ask. It’s completely free of charge and is simple to arrange, call our customer services on 0333 220 2692* for more information.

Q: I need to order a new card. How do I do this?

This is easy to do – just call our customer services on 0333 220 2692* and request a new one.

Q: My marbles card runs out soon. What should I do?

A new card will automatically be generated 4-6 weeks before your card expires, but only if your account has been kept in good order.

Q: I have lost my marbles card. How do I report this?

As soon as you realise that your card is missing, please telephone us immediately on 0333 220 2692*. The lines are open 24 hours a day, 7 days a week.

Q: What rate of interest am I paying for my marbles card?

Your interest rates shown on your statements. Please see 'Summary of Charges' which appears on Page 2 of your statement.

Q: Can I ask for my credit limit to be increased or decreased?

Yes you can ask for your credit limit to be increased. As part of being responsible lenders, we monitor accounts on an ongoing basis. Remember that it is important that you make your monthly payment on time and keep within your credit limit as this may affect our decision. We need to see that an account is well managed and payments are made on time over a number of months before we can give a credit limit increase.

You can also reduce your credit limit at any time, simply call our customer services number on 0333 220 2692*.

Q: What happens if I go over my credit limit?

If you go over your credit limit at any time during the month you will be charged an ‘overlimit fee’ of £12 and this will appear on your next statement.

Q: Can I grant a third party access to my online payment account?

Following changes to the law, from 13 January 2018 you can allow an authorised Third Party Provider (TPP) to have access to your online servicing account. These TPPs are sometimes known as Account Information Service Providers and offer such services as the ability for you to look at all your bank and credit card accounts through one Mobile App or Website. You can only use a TPP where you have registered for Online Account Manager.

If you choose to use a TPP, please ensure you understand how their service works, such as how they access your account with us and how they will protect your data. Please be aware that:

• The terms and conditions of your card will still apply.
• We will give the TPP access to your account information only, and in the same way as if you were accessing it directly. For example, they will be able to see your recent transactions and your outstanding balance. The TPP is not permitted to change any of your preferences, direct debit details or any information about you and cannot initiate a payment from your account.
• Although you must not, generally, give the security details you use to log-in to our online service to anyone else, you may give them to a TPP if it is necessary to do so. They should agree with you that they will keep these details safe and will only use them for the purpose(s) you have agreed with them.
• We can refuse to allow a TPP to access your account where we are concerned about unauthorised or fraudulent access by that TPP.
• All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator) and so you must check, from the information that the TPP gives you before you use their services, that the TPP is authorised or otherwise permitted by law to provide such services. If you give your security details to a TPP that is not authorised, we will assume it is you authorising us to give access to your account. If we become aware that an unauthorised third party is using your security details, we will block access to your account.

Q: Can I transfer the balance from another credit or store card onto my marbles card?

Yes you can transfer balances from credit cards, store cards and some charge cards. Each transfer must be a minimum of £100. Each time you make a balance transfer you’ll be charged a minimum of £3 or 3% of the balance transfer value, whichever is greater. You can transfer balances from as many other cards as you want up to your available credit limit.

Q: How do I make a balance transfer?

It is easy to transfer a balance, either by making a request through your online servicing account or by calling 0333 220 2692*. Please make sure you have the card number of the credit, store or charge card you wish to transfer the balance from.

Q: How do I find out if my balance transfer has been made successfully?

It normally takes three hours for a Balance Transfer to be completed, depending on the processing times and type of payment process employed by your bank. Outside of working days or after 3pm on working days, and on Bank Holidays and weekends, your Balance Transfer will be processed on the next working day.

Q: How often will I receive a statement for my marbles card?

You will receive your marbles credit card statement monthly.

Q: Can I change the day that my statement is sent?

As a marbles cardholder, you can enjoy the benefits of choosing a monthly payment date to suit you. You can change this date up to twice a year free of charge.

Q: What should I do if I don't receive a statement each month?

Please call 0333 220 2692* and our customer services team will be able to help you.

Q: Can I still make a payment even if I don't receive a statement?

You should receive a statement each month, if you do not please call our customer services team. However, you can still make payments at any point during the month even if you have not received your statement. You can also make more than one payment in each month, but remember to ensure you cover the minimum repayment each month which is 1% of the balance shown on your statement, plus any interest charged on your account, plus any default fees applied to the account. If your balance is less than £5, then the full amount will need to be paid.

Q: Where on my statement does it tell me how much I need to pay?

Please refer to 'Summary of Account' which appears on Page 1 of your statement.

Q: Where on my statement does it tell me what my credit limit is?

Please refer to 'Summary of Account' which appears on Page 1 of your statement.

Q: Where on my statement does it tell me how much credit I have available?

Please refer to 'Summary of Account' which appears on Page 1 of your statement.

Q: I have lost a statement. Can I get a copy from you?

Please call our customer services team on 0333 220 2692* and they will be able to help you.

Q: Can I access my card details online?

Yes, just click either ‘Register’ or ‘Login’ at the top of this page to access your account.

Q: I would like to close my marbles card. How do I do this?

Please call customer services on 0333 220 2692*.

Q: Can I request a copy of my terms and conditions?

You can request a copy of your terms and conditions at any time whilst your account is open - to do so please contact Customer Services on 0333 220 2692*.

Q: How often do I have to make a payment?

Each month you'll receive a statement from us showing where and when you used your marbles card, together with the amounts you spent. You have to make at least the minimum repayment of your outstanding balance every month which is 1% of the balance shown on your statement, plus any interest charged on your account, plus any default fees applied to the account. If your balance is less than £5, then the full amount will need to be paid. As a marbles cardholder, you can also enjoy the benefits of choosing a monthly payment date to suit your personal circumstances.

Q: Do I have to pay everything I owe on my marbles card each month?

You’ll receive a statement each month showing the balance on your account and the minimum monthly payment which needs to be paid. You have the choice to pay more than this, and can repay any amount up to full balance. However, you must ensure you repay at least the minimum required, which includes 1% of the balance shown on your statement, plus any interest charged on your account, plus any default fees applied to the account. If your balance is less than £5, then the full amount will need to be paid.

Q: How do I find out when my payment is due each month?

It will appear on your statement each month, please see 'Summary of Account' on page 1 of your statement. As a marbles cardholder, you can enjoy the benefits of choosing a monthly payment date to suit you.

Alternatively you can log in to your online servicing account and it will be displayed in your account summary.

Q: Can I make more than one payment each month?

You can make more than one payment throughout the month. Remember, you must make at least the minimum payment each month which is 1% of the balance shown on your statement, plus any interest charged on your account, plus any default fees applied to the account. If your balance is less than £5, then the full amount will need to be paid. Your payments must have cleared by the due date which appears on the statement.

Q: Can I change the day that my payment is due?

As a marbles cardholder, you can enjoy the benefits of choosing a monthly payment date to suit you. You can change this date up to twice a year free of charge.

Q: How can I make a payment?

You can pay online, by cash, cheque, telephone or post – whichever is easiest. You also have the flexibility of being able to pay via a Direct Debit to cover the minimum payment, a set amount, a set percentage of your balance or the full amount due. Whichever suits you best. You can set up a Direct Debit by calling 0333 220 2692* now.

We also accept payment using the Faster Payment Service (FPS).

If you cannot pay for any reason, please call us on 0333 220 2692* as early as possible and we will do what we can to help.

Q: What is the postal address for marbles card payments?

marbles Card Services
PO BOX 170
Sheffield
S98 1JR
Please remember to allow 7 working days for your payment to reach us.

Q: Can I pay by Direct Debit?

Yes. With marbles you have the flexibility of being able to pay via a Direct Debit to cover the minimum payment, fixed amount, fixed percentage or full amount due each month. For more details please call 0333 220 2692*.

Q: How long does it take after I have made a payment before I can start using my marbles card again?

If you have available credit you can continue using your card. If not, please allow up to 7 working days for your payments to clear before you try to use your marbles card again.

Q: How are payments allocated against the amount I owe?

Firstly, we pay off amounts on which we charge interest at the highest rate. Then those with interest at the next highest rate, and so on down to the lowest rate of interest.

Q: I cannot afford to make a payment this month. What should I do?

If you cannot make a payment for any reason, please call us on 0333 220 2692* as early as possible and we will do what we can to help.

Q: What happens if I don’t make a payment or my payment is late?

If you do not make a minimum payment by the payment due date, as shown on your statement, you will be charged a late fee of £12. If you cannot make a payment for any reason, please call us on 0333 220 2692* as early as possible and we will do what we can to help.

Q: What is a preauthorised transaction? What happens if I enter into one?

In certain instances (e.g. when booking a hotel or hiring a car) the transaction amount may be unknown at the point you authorise the transaction. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction - it results in the relevant amount being deducted from your available balance only (it is not however processed as a transaction).

Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.

We will also release the funds once we are made aware of the actual transaction value.

Q: How can I contact marbles?

By Telephone – to report your card lost or stolen call us on:
0333 220 2692* (from the UK)*
+44 (113) 244 9747 (from abroad)

For customer enquiries or to make a payment call us on:
0333 220 2692*
To activate your marbles card call us on:
0800 328 2523*

By post – It's normally quicker to call and speak with a marbles card advisor on 0333 220 2692*, however if you would like to contact us in writing by post, please do so at the following address:

marbles Customer Services
PO Box 136
Sheffield
S98 1HB

Q: How do I tell you if I move house?

You can either edit your personal details in your online servicing account or call our customer services on 0333 220 2692*.

Q: What should I do if my card is lost or stolen?

As soon as you realise that your card is missing, please telephone us immediately on 0333 220 2692*. The lines are open 24 hours a day, 7 days a week. If you are calling from abroad please call +44 (113) 244 9747.

Q: I have received an email from marbles asking for personal details, is this secure?

We will never ask you to supply personal details in emails. If you do receive a request like this or are worried about the content of emails you receive from us, please let us know straight away on 0333 220 2692*.

Q: I need to make a claim on my payment protection insurance. How do I do this?

You should have all the claim information in the packs sent to you. Alternatively you can call customer services on 0333 220 2692*.

Q: How can I opt-out of receiving marketing communications from marbles?

If you are an existing marbles cardholder and you'd like to opt-out of receiving marketing from us, you can log in to your online portal and update your marketing preferences within the Account Settings section, Contact Preferences. Alternatively, you can call us on 0333 220 2692* and we can make this update for you. We will still contact you to service your account. If you don't have a marbles card and you'd prefer not to hear from us, please call us on 0333 220 2692* and we'll make sure that your details are removed from our database. If you'd like your details to be removed from postal mailings in general, we suggest that you register this preference with the Mailing Preference Service at www.mpsonline.org.uk.

We will update our systems with your preference straight away, so you will not be selected in future, but please be aware that you may receive marketing that is already in production, for a few weeks.

Q: I would like to make a complaint. How do I do this?

Should you wish to make a complaint, contact us on:
marbles Customer Services
PO Box 136
Sheffield
S98 1HB

Q: Is it okay for me to use my marbles card to buy things on the Internet?

Yes it’s safe, however you should bear in mind the following:

• Only shop using secure websites (look for the padlock or unbroken key symbol)
• When making a payment online check that the retailer’s internet address has changed from ‘http’ to ‘https’ to ensure the connection is secure
• Ensure that your computer software is up-to-date, and install and maintain antivirus software

Q: What guarantees can marbles give me that my card details are secure?

You can be safe in the knowledge that we use the latest technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions. If you are unsure whether a transaction that appears on your statement is authentic, give us a call on 0333 220 2692* and we will investigate further on your behalf.

You can also do your bit to keep your identity safe from theft. Always tell us if you’re moving house, keep your statements and receipts safe (dispose of them securely) and never disclose your PIN to anyone else, not even a marbles card customer services advisor.

Q: I am worried that my card has been used by someone else. What should I do?

We have dedicated teams to monitor account activity and intercept any suspicious transactions. If you are unsure whether a transaction that appears on your statement is authentic, give us a call on 0333 220 2692*.

Q: I am worried that someone else may be using my personal details to apply for credit. What should I do?

If you’re suspicious that your personal details may have been used fraudulently, it’s always best to obtain a copy of your credit report.

Get your free Experian credit report online with a free trial of CreditExpert.

Q: What is the marbles Secure service?

marbles Secure is a service offered by marbles in partnership with Mastercard® International. This service offers more secure Internet shopping, using your preferred form of Internet payment – your marbles credit card. The service will assess each transaction and your card details are either automatically verified or, where a transaction is deemed to be high risk, you will be required to provide information for further verification. The marbles Secure service only applies to online purchases at participating retailers.

You will sometimes see the marbles Secure service being called Mastercard® SecureCode either online or in other communications, however these names all apply to the same service which protects your cards online.

Q: Which cards will be covered?

Your marbles credit card is eligible for the marbles Secure service.

Q: How does marbles Secure work?

When you make a purchase online, marbles Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase. You will get a page with a “Processing….” message after you have entered your payment details. You may be required to give further information to verify your card details.

Q: How does marbles Secure protect me?

With marbles Secure, your transaction is more secure as we use a security system that runs behind the scenes while you shop online, helping to prevent unauthorised use of your marbles card.

Q: Will I need to apply for a new card to use marbles Secure?

No. marbles Secure is designed to help protect your existing marbles card.

Q: How many online retailers currently participate in the marbles Secure service?

Many online retailers are already participating in the marbles Secure service. As the service grows, more will be added.

Q: How much does marbles Secure cost?

marbles Secure is a free service available to all marbles customers.

Q: What browser do I need to use for marbles Secure?

marbles Secure requires the use of the following – Windows Microsoft® Internet Explorer 5.5 and above, Windows Netscape Navigator® 7.1 and above, Windows AOL® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari®.

Q: Can I use marbles Secure from any computer?

Yes. One of the great advantages of marbles Secure is that you can use it from any computer connected to the Internet and has a compatible browser.

Q: Where can I view the conditions applying to the use of the marbles Secure service?

To view the marbles Secure conditions, please go to the terms of use page.

Q: I have more questions. Where can I get more help and information on marbles Secure?

For more help and information, call the marbles helpdesk who will be pleased to assist you. The number is on the back of your card.

Q: What if I have software that blocks pop-up boxes?

Some software may not allow pop-ups. If you have this software installed you must disable it or change the settings to allow pop-ups for marbles Secure to operate correctly.

Q: What should I do if I am purchasing online but the marbles Secure summary box does not appear?

We may not think the transaction is risky, or it may be that the retailer does not use marbles Secure yet but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.

Q: What accessibility features are provided on this site?

For more information on accessibility please follow the link: https://www.marbles.com/accessibility/.

Q: Do I need to consent to you using my information to provide me with payment services?

When you enter into a credit agreement with us, you explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you.

Please note that this does not affect any rights and obligations you or we have under the Data Protection Legislation and you may withdraw this consent by closing your account. If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes as set out in our Privacy Notice.

Q: Who is NewDay?

On 1 April 2014, SAV Credit Limited became NewDay Cards Ltd and Progressive Credit Limited became NewDay Ltd, part of the NewDay group of companies, one of the largest providers of credit and store cards in the UK.

NewDay is a fresh, new alternative in financial services and one of the UK's fastest growing companies, welcoming over one million new customers last year. We provide credit and store cards for these retail partners: Debenhams, House of Fraser, Laura Ashley, Topshop, Topman, Burton, Wallis, Miss Selfridge, Evans, Dorothy Perkins, Outfit and Harvey Nichols. Our consumer brands include the aqua, marbles and Opus branded range of credit cards.

Q: Who is NewDay regulated by??

NewDay Ltd is regulated by the Financial Conduct Authority, which has replaced the Office of Fair Trading (OFT) as the regulator of consumer credit.