Frequently Asked Questions

A credit card is a way of borrowing money up to an agreed limit. We pay the retailer on your behalf, and you repay us later either in full or over time (with interest).

Credit lets you borrow money now and pay it back later, with an extra cost called interest (this is the fee for using the lender's money).

It's not free money — you'll always need to repay what you borrow, plus the interest.

Credit can be useful when you don't have the cash right away, for example, for urgent car repairs or spreading the cost of something expensive.

Just remember: using credit usually costs more than paying with your own money, so it's worth thinking about whether the extra cost is worth it.

For example, buying a £100 item on credit at 29.9% APR and paying it off over 6 months in equal monthly payments would cost a total of £108.

Interest is the cost of borrowing money. It's calculated daily, based on how much you have borrowed, and added to your account monthly.

The faster you pay back what you have borrowed, the less interest you will pay.

APR stands for Annual Percentage Rate — the yearly cost of borrowing, including interest and certain fees. It's designed to make comparing credit products easier, but your real costs will depend on how you use your card.

Your credit limit is the maximum amount you can borrow at any time. You should make sure you keep your balance below your limit. Lumen offers a credit limit buffer tool to help prevent you from going overlimit.

Your credit limit is set based on your personal circumstances — including income, spending habits, and credit history. It's quite common to get a lower limit than you want when you first open an account and then for that limit to increase as you build up your credit history.

Every time you borrow money, whether it's a credit card, loan, or mortgage, your borrowing is recorded by the credit bureau. This record is called your credit history and it typically covers the last six years.

When you apply for new credit, lenders check your credit history to see how well you've managed previous credit. This helps them decide whether to lend to you and on what terms.

A credit score is a way of summarising your credit history into a single number. If you've consistently repaid your debts on time and haven't missed payments, your score is likely to be high. If you've missed payments or have little credit history, your score may be lower.

Improving your credit score can make it easier and cheaper to borrow money, much like how a no-claims bonus can reduce your car insurance premiums.

A statement is your monthly summary of account activity. It includes:

• Your statement balance (the total owed)

• Your minimum payment

• The payment due date

• Transactions since your last statement

• Any fees or interest added

Checking your statement regularly is important — it keeps you in control of your borrowing and helps you spot any unusual activity quickly.

The smallest amount you must pay each month against the money you have borrowed to keep your account up to date.

The calculation is documented within your terms and conditions and changes dependent on your circumstances but, for most customers, is typically about 5% of what you owe every month plus any fees you have incurred.

You must pay at least the minimum amount every month but paying more will clear your balance faster and cost you less in interest.

Statement balance — what you owed when you received your last statement and what you need to pay off in full, if you don't want to incur interest.

Current balance — includes recent transactions since your last statement.

If you pay your statement balance in full every month, you won't pay interest on purchases. Cash withdrawals and balance transfers don't benefit from this interest-free period.

A credit card can be useful if you want to:

• Spread the cost of purchases

• Have extra security for online shopping and making purchases

• Build or rebuild your credit history

However, it's not the right choice for everyone. Consider:

• What you need it for

• Whether you can repay the amount you plan to spend

• What alternatives you have — such as using savings or delaying the purchase.

You can use your credit card anywhere you see the VISA sign.

Credit cards are best for short term borrowing, loans are better suited to longer term borrowing.

• Plan before you spend — ask yourself: How will I repay this?

• Stay within your credit limit

• Make sure you make at least the minimum payment every month

• Consider if waiting to buy is the better option — sometimes the best alternative to credit is not spending at all

Our card can be used for most everyday purchases. However, we do not allow transactions related to:

• The purchase of cryptocurrency

• Gambling or betting activities

Our cards don’t support Apple Pay or Google Pay yet, but we’re working on it and will add both options soon.

You can make a payment directly from your bank account or set up automated payments, both of which can be managed in the app.

If you're having trouble making a payment, please contact us through the in‑app chat or by phone on 0345 257 58 59. You can also find more details in your statement.

Lumen credit card fees include:

• Late payment fee — charged if you miss your payment due date

• Over limit fee — charged if you go over your credit limit

• Cash withdrawal fee — charged when you take money from an ATM using your credit card

• Foreign transaction fee — a percentage charge for converting foreign currency into pounds.

Purchases — you'll pay interest if you don't clear your balance in full

Cash withdrawals & Balance transfers — interest starts from the day you make the transaction unless it is a 0% promotional rate.

If you miss a payment:

• You will be charged a late fee

• It will be recorded on your credit history and may impact your ability to borrow in the future

• You will lose any promotional rates you have

If you think you'll miss a payment, contact us as soon as possible so we can discuss your options. We are here to help.

You will be charged a fee and it will be recorded on your credit history. Be mindful of how much you're spending and use the credit limit buffer tool in the Lumen app if you think you might go over limit.

If you can't keep up with repayments or believe you may be struggling financially:

• Call us straight away — we can discuss repayment options

• You can also get free, confidential advice from:

◦ StepChange (www.stepchange.org)

◦ National Debtline (www.nationaldebtline.org)

◦ Citizens Advice (www.citizensadvice.org.uk)

You can block your card in the app and order a new one. If you don't have access to the app you can call us on 0345 257 58 59.

You can get a PIN reminder anytime in the app.

If your card is damaged, you can easily order a replacement in the app.

You can access your credit agreement in the app by going to Settings → Document Centre.

Protecting you is our top priority.

One way we do this is by preventing the unauthorized use of your card.

During a purchase from a desktop, mobile or other digital device, you may be guided through an extra check to verify your identity. This helps us ensure you’re you and better protects you from fraud.

As a Lumen Cardholder, your online tranactions are secured with Visa.

VISA Secure will work automatically and you won't need to do anything.

When you're shopping online, you will be asked to confirm it's you. Simply use our APP to securely authenticate purchases.

There are no codes, just a quick swipe and you're done.

Yes, it provides an extra layer of security so we know it's you making the purchase. Visa Secure is in addition to all your normal fraud protections and consumer rights.

No, Visa Secure is a free service that gives you added protection against fraud when shopping online.

No, you don't need to register for Visa Secure. Just make sure you have the APP downloaded on your device.

When you are finished shopping, proceed to the merchant's checkout page. As you complete the transaction, you may be prompted to verify your identity if additional authentication is required. It’s important to take special precautions when your card isn’t present. This extra verification step helps ensure the person using your card is you.

When you're shopping online, you will be asked to confirm it's you. Simply use our APP to securely authenticate purchases. There are no codes, just a quick swipe when prompted in our APP and you're done.

Yes, your Lumen card will continue to work as usual if the merchant is not participating in this program. The transaction will still be protected by multiple layers of security and you will have zero liability for fraudulent purchases.

If you do encounter this extra verification step, Visa helps transmit the information being shared between the merchant and us. The Visa logo is there to give you peace of mind that the transmission is secure.

Both e- commerce and m-commerce transactions satisfy the Strong Consumer Authentication requirement of the Payment Services Directive.