To activate your card:

log in to your account online.

or

call 0345 300 3832 (open 24 hours a day, 7 days a week)

When will I receive my John Lewis & Waitrose gift vouchers?

We’ll redeem points three times a year – February, June and October – and send you vouchers based on the points held at that time. The minimum redemption is 500 points (or £5), and unredeemed points are carried forward. For example, if you have 650 points we’ll automatically issue you a £5 voucher and carry over your remaining 150 points.

If you don’t receive vouchers by the end of the subsequent month, please contact us on 0345 300 3833 (lines are open from 7am to 11pm, 7 days a week). Remember, we can only accept claims for non-delivery of vouchers for up to six months after the end of the month the points were originally redeemed. See Reward Programme rules (PDF).

 

Where can I find details of earning points at John Lewis and Waitrose?

Here's a list of how and where you can earn points at John Lewis and Waitrose (PDF).

 

Do my vouchers or points expire?

There’s no expiry date on vouchers that have been issued to you – they’ll always remain valid. Each point you earn has a life of two years. (We'll redeem your oldest points first.) If your account is closed for any reason, all points earned but not redeemed are forfeited.

 

What is contactless and is it secure?

Contactless is a way to pay for items up to £30 without having to enter your PIN. With contactless, you just hold your card over the contactless reader. When the green light flashes, you’ve made your payment.

Contactless uses secure encryption technology, just like Chip and PIN. You can’t use it for transactions over £30, and you’ll occasionally be asked to enter your PIN to check that you’re the card holder. If you lose your card or it’s stolen, and tell us as soon as possible in accordance with our terms, you won’t be out of pocket if your card is used fraudulently.

Can I opt out of having a contactless card?

Yes. You can contact us on 0345 300 3833 (7am to 11pm, 7 days a week) if you don't want a contactless card issued to you in the future, or to request a replacement for a card we've already issued. We'll arrange for a non-contactless card to be sent to you.

How do I switch off paper statements?

Log in to your online account and select ‘Personal settings', then click on 'Manage statements' and select ‘Online only’. You'll need to have an email address registered to your account.

How can I view my recent transactions?

You can view your recent (unstatemented) transactions and pending transactions in your online account or the Partnership Card app.

A transaction can be pending for up to five working days while it's being processed. During this time it affects your available credit but won't be included in your balance.

A pending transaction might not be processed, for example, your Partnership Card might be authorised to check into a hotel, but on final checkout you use another payment method.

Can I change my credit limit?

We’re always happy to discuss your needs and, as part of our commitment to responsible lending, we’ll need to assess your ability to repay before we decide to increase your credit limit.

You can ask us to consider increasing or decreasing your credit limit through your online account. You can also call us on 0345 300 0213. Lines are open Monday to Friday 8am to 8pm and Saturday 9am to 5.30pm.

You’ve sent me an offer to increase my credit limit. What can I do?

From time to time we’ll let you know that we’re increasing your credit limit.

Normally, you’ll have at least 30 days to reject the increase before it’s automatically applied to your account. You must tell us if you don’t want the increase, in your online account (under ‘Manage your account’) or by calling us on 0345 300 3833 (7am to 11pm, 7 days a week).

However, if you would prefer us to request and receive your agreement before increasing your credit limit then please call us to register this preference.

At any time, you can also ask us not to send you any credit limit increase offers in the future.

What happens if I go over my credit limit?

If you go over your credit limit at any time during the month you’ll be charged a fee of £12. This will appear on your next statement.

How can I change my contact details?

To change your contact details, or those of any additional cardholders, you'll need to contact us by calling on 0345 300 3833 (7am to 11pm, 7 days a week).

Is there someone I can talk to about a deceased cardholder?

At a time like this it may feel difficult to even know where to start. Please call us on 0345 300 3833 (7am to 11pm, 7 days a week) and we'll do everything we can to help.

 

Can I use my Partnership Card abroad, and what are the fees?

Yes, you can use your card abroad. You can shop wherever Mastercard is accepted.

If you make purchases overseas in a foreign currency you'll be charged a non-Sterling transaction fee of 2.75%.

If you withdraw cash or make a cash related payment in a foreign currency, you'll also be charged a cash advance fee of 2.5% (min. £2.50) in addition to the non-Sterling transaction fee.

 

All non-Sterling transactions (including cash withdrawals) are converted to Sterling by Mastercard using wholesale market rates. Details of the Mastercard exchange rate.

 

What do I need to do before using my card abroad?

You don’t need to tell us you’re travelling, as our systems constantly monitor and protect your account when you’re abroad.

If we identify any unusual account activity while you’re away, we may call or text you. Therefore it's important we've got your current mobile phone number before you travel.

To update your number call us on 0345 300 3833 (7am to 11pm, 7 days a week).

 

How can I make payments to my account?

You can make payments any way you choose:

Direct Debit – you can set up a direct debit in your online account or by calling 0345 300 3833 (7am to 11pm, 7 days a week)

With a debit card in your online account or the Partnership Card app

Using your own bank either online, by phone or in branch

Phone by calling us on 0345 300 3833 (7am to 11pm, 7 days a week)

Send a cheque in the post

How long will it take a payment to reach my account?

If you've made a recent payment to your account please allow up to five working days for this to be reflected on your balance.

 

What happens if I'm late in paying my card balance?

If you don't pay at least the minimum payments by the statement due date you'll incur a late payment fee of £12. Also, if you choose not to pay your full outstanding balance, you'll lose your interest-free days and incur interest charges.

 

What is the minimum payment?

The minimum payment is the minimum amount you're legally obliged to pay on to your account each month. If you make the minimum payment each month, overall you'll pay more interest and it'll take longer to clear your balance.

As detailed in your terms and conditions, if you fail to make at least a minimum payment before the due date shown on your monthly statement, you'll be charged a late payment fee and be in breach of the terms and conditions while your account remains in arrears.

 

Can I change my statement date and payment due date?

Yes, you can ask us to change your statement date (which is the day we create your monthly statement), and this will also change your payment due date. Your payment due date is around 18-20 calendar days after your statement date.

You can find your current statement date on the first page of your monthly statement or in your online account under ‘Personal settings’.

You can change your statement date in your online account or by calling us on 0345 300 3833 (7am to 11pm, 7 days a week).

Please note that depending on when you make a date change, it may take up to two months to complete the request.

 

Why would I want to change my payment due date / statement date?

You may want to choose a more suitable payment due date based on when you are paid or when you normally have funds available.

 

What's an additional cardholder?

Additional cardholders are people you have authorised to use your account. You can apply for up to three additional cardholders (who must be over 18 years of age) and we’ll issue them cards in their own names.

Your additional cardholder’s transactions can be seen separately on your monthly statement. Remember that the liability for repaying your account (including additional cardholder transactions) remains with you.

 

How do I add an additional cardholder?

Online: Log in to your online account and apply there.

By post: download the request for an additional cardholder form (PDF) and send it to us at the address on the form.

By phone: call us on 0345 300 3833 (7am to 11pm, 7 days a week) and we’ll send you a form to complete and return.

 

How do I remove a cardholder?

To remove a cardholder, please contact us on 0345 300 3833 (7am to 11pm, 7 days a week).

 

What can I use the online account for?

It’s quick and easy to set up an online account and/or download the Partnership Card app from the App Store or Google Play.

Our online services allow you to:

View your current balance

View recent and pending transactions, and up to 12 months of statements

See your points balance

Set up and manage card controls and alerts

Send us Secure Messages

Make debit card payments to your balance


In your online account you can also:

Set up and manage a Direct Debit to pay your balance

Switch to paperless monthly statements or change your statement date

Request up to 3 additional cardholders

Request a balance transfer or credit limit change


How do I register?

You can register for an account online or via our mobile app.

Once you have registered, you'll be able to log in to both the app and your online account using the same details.
 

How do I log in?

If you have an online account, please use these details to log in to both your online account and the mobile app. The login details (username, password and 6 digit pin) are now the same for both your online account and mobile app.

You can log in here.
 

Problems logging in

If you're having problems logging in, please read our step-by-step guide.
 

 

What do I need to do if my Partnership Card is lost or stolen?

Please contact us immediately on 0800 015 0914 (+44 121 214 5732 outside the UK). Lines are open 24 hours a day, 7 days a week.

 

I've received a text about possible fraud. What should I do?

Our fraud detection system monitors your account 24/7.

If we need to check any transactions, we'll get in touch with you by phone to confirm them. If we can't get hold of you by phone we'll send a text to your mobile asking you to call us on 0345 300 3898, or +44 121 214 5754 if you are outside the UK.

On some occasions our fraud team may need to speak to you by phone, but we'll never ask for your PIN, online login details, or full passcodes. Please remember to keep your account details up to date so we can contact you.

 

How can I change my PIN to something more memorable?

If you find your PIN difficult to remember or you think someone else knows it, you can easily change it to one that's more memorable at any John Lewis Finance or HSBC ATM, and at most high street ATMs displaying the Mastercard logo.

 

I’ve forgotten my PIN and my card is blocked. What can I do?

You'll need to contact us on 0345 300 3833 to request your card is unblocked and a PIN reminder is sent to you. Lines are open from 7am to 11pm, 7 days a week.

Alternatively, you can visit any John Lewis, Waitrose or HSBC ATM to change or unblock your PIN.

 

Disputed transactions

If you need to dispute a transaction, you have two options:

 

What can I use the Partnership Card app for?

The Partnership Card app is a free mobile app for UK Partnership Card customers. Download it now to manage your account your way and:

  • View your balances, available credit limit and points
  • Make payments to your Partnership Card account with your debit card
  • View your recent and pending transactions
  • Set up alerts and get notified every time your card is used to make a transaction
  • Stay in control by locking your card and blocking transactions
  • Get easy access to your monthly statements
  • Send and receive secure messages

 

How do I set up access to the Partnership Card app?

To set up access, you must be the primary cardholder on the Partnership Card account.

If you already have an online account, you can use the same login credentials to access the app.

You'll need your:

  • Username
  • Password
  • 6-digit login PIN
  • Partnership Card CVV (the three-digit number on the back of your card)


If you’ve not previously registered for an online account

You'll need your:

  • Credit limit
  • Your memorable word
  • Partnership Card number
  • Card expiry date
  • Partnership Card CVV (the three-digit number on the back of your card)
  • Surname
  • Date of birth
  • UK postcode or BFPO number (this must match our records, so if you've recently moved home you'll need to contact us to update your details before proceeding)

 

How do I download the Partnership Card app?

You can download the Partnership Card app from the following stores depending on your device:

 

What phones and operating systems does the app support?

Please visit your relevant app store and search for “Partnership Card” for an up-to-date list of phones and operating systems that are supported by the Partnership Card app.

Currently the Partnership Card app is configured for use on mobile phone devices, and therefore it may not be fully compatible with tablet devices.

 

I’ve forgotten my login credentials

You'll need the following details to hand in order to reset your credentials in the app using the onscreen prompts:

  • Memorable word
  • Credit limit (this is on your statements)
  • Username
  • Surname
  • Date of birth
  • The UK postcode or BFPO number (this must match our records, so if you've recently moved home you'll need to contact us to update your details before proceeding)
  • Partnership Card number
  • Card expiry date
  • CVV (the three-digit number on the back of your Partnership Card)

 

Can my additional cardholder register for the app?

No. Unfortunately, as with your online account, the Partnership Card app can only be used by the primary cardholder on the account.

 

Is the Partnership Card app free to use?

We won’t charge you for using the app. Depending on your data plan, you may be charged by your mobile service provider for accessing the internet - so please check with them first.

 

Is the Partnership Card app secure?

You’ll be asked to enter your secure login credentials or provide your Touch ID/fingerprint or Face ID along with your CVV number (the three-digit number on the back of your Partnership Card) each time you log in.

To keep your data secure, it will automatically log you out after two minutes (unless you change your settings). We regularly test and validate our security systems to ensure we maintain a banking-grade level of security.

 

My Partnership Card app / phone is compromised. What can I do?

If you think your mobile phone and/or Partnership Card app have been compromised, please report it to us on 0800 015 0914 (+44 121 214 5732 outside the UK)*. Lines are open 24 hours a day, 7 days a week.

If your login credentials have been compromised then you can change them in the app in “Settings” or, alternatively, contact us.

 

Why doesn’t the Partnership Card app work on my mobile phone?

If you have problems registering the app, then check that your phone and operating system are supported by visiting your app store and searching for “Partnership Card”. There you can find an up-to-date list of supported phones and operating systems.

If your existing Partnership Card is about to expire, you may need to wait until your new card has arrived before you can register.

If you have already successfully registered your app, then please check your network connection status, that there are no issues with your devices operating system or with network availability. For Android phones check the Settings in your phone to see if the app is disabled.

We may also limit access to your Partnership Card app if we suspect fraud on your account.

Please contact us on 0345 300 3833 if you continue to have issues.*

 

Why do I need to upgrade the Partnership Card app?

From time to time we'll need to update the Partnership Card app for new mobile operating systems, fix any issues and add new features.

 

Will secure messages only show in the Partnership Card App?

Messages sent via the Partnership Card app will show in the app and your online account.

 

How many payments can I make to my Card account per month?

You can make up to six debit card payments using the Partnership Card app or your online account within a 30 day period. However, this limit does not apply to phone or internet banking payments (using BACS/Faster Payments) or to payments made by cheque or cash.

 

*Calls may be monitored / recorded, standard call rates apply. Calls from mobiles or from overseas may cost more. Lines are open from 7am to 11pm, 7 days a week.

iPhone, iPad, iPad mini and iPod touch are trademarks of Apple Inc. App Store is a service mark of Apple Inc. Android™ and Google Play™ are trademarks of Google LLC.

What fees and charges should I be aware of?

You can see an overview of Partnership Card fees and charges (PDF), and complete terms and condtions for the Card (PDF).

Is interest payable every month?

This depends on how you use your account. 

If you only make purchases and you pay off your full outstanding balance by the due date every month then you can avoid interest. Doing this allows you to get up to 56 days interest free on purchases (Representative 18.9% APR Variable).

There are no interest-free days on balances transfers, or cash and cash-related payments. You will pay interest from the day you make these transactions until they are paid off in full.

Is there a charge if I withdraw cash using my Partnership Card?

All cash withdrawals, both over-the-counter and at ATMs, are subject to a fee (2.5% minimum £2.50) and interest will be charged from the date of the withdrawal at the cash rate detailed in your terms & conditions (PDF).

In addition, some cash machine operators may apply a direct charge for withdrawals from their cash machines. You’ll see this on-screen when you make a withdrawal.

If you withdraw cash in a foreign currency you’ll also be charged a non-Sterling transaction fee of 2.75%.

Is there a fee if I use my card for gambling or betting transactions?

Yes, the cash fee applies as we treat these transactions in the same way as cash. For non-Sterling gambling or betting, there’s also a non-Sterling transaction fee of 2.75%.

What are interest-free days?

They’re the days you aren’t charged interest on a new purchase or related fees. The number of interest-free days you’ll get on a purchase depends on how soon you spend after your last statement was generated. The maximum interest-free period is 56 days (Representative 18.9% APR Variable).

You can only take advantage of interest-free days by ensuring there’s no unpaid balance by your payment due date. You must pay off your statement 'closing balance' in full and on time, every month.

 

What does 0% on purchases for 9 months mean?

This is an introductory offer for new customers. It means that for 9 months from the day your account was opened you will enjoy an interest-free period on purchases, whether you pay back your balance in full or not. At the end of the 9 months your interest rate will revert to the standard variable purchase rate (currently 18.9% APR). Also, you'll only retain an interest free period on purchases of up to 56 days if you have paid off your balance in full each month.

 

What happens if I go over my credit limit?

If you go over your credit limit at any time during the month you'll be charged a fee of £12. This will appear on your next statement.

Where can I find information about PPI?

You can learn more about PPI (Purchase Protection Insurance) at the FCA webiste.

 

REPRESENTATIVE EXAMPLE

Representative
18.9% APR
(variable)

Purchase rate
18.9% pa
(variable)

Based on an assumed
credit limit of
£1200

What can I do if I'm having financial difficulties?

If you're having financial difficulties, call us on 0345 6080 764 as soon as possible and we'll do all we can to help you. So we can keep in touch, always make sure your contact details are up to date.

 

Where else can I get help and advice?

If you're having financial difficulties, you can get free help and advice from:

StepChange Debt Charity, call free: 0800 138 1111

National Debtline, call free: 0808 808 4000

Citizens Advice

 

You can transfer a balance from an existing credit or store card, onto your Partnership Card, with minimal fuss. If you're new to Partnership Card, you'll receive an 18 month interest free period on balance transfers from the date of the account opening. Please note that we can't process balance transfers from all cards.
 

How can I apply for a balance transfer?

To apply for a transfer you'll need the primary cardholder's 16-digit Partnership Card number, the number of the credit or store card you’d like to transfer the balance from, and the amount you’d like to transfer.

To request a balance transfer, simply log in to your online account or call us on 0345 300 3833 (7am to 11pm, 7 days a week).

Please note that a handling fee applies to balance transfers (representative 18.9% APR variable). This is 2.9% (min. £5) per transfer in the first 18 months of your account, or as set out in any offer we make to you. Your transfer (including the balance transfer fee) must not cause your account's credit limit to be exceeded.

REPRESENTATIVE EXAMPLE

Representative
18.9% APR
(variable)

Purchase rate
18.9% pa
(variable)

Based on an assumed
credit limit of:
£1200

How can I apply for a Partnership Card?

You can apply online for a Partnership Card.

 

What do I need to apply?

You'll need to have to hand your UK bank account details, your home addresses for the last three years (including British Forces Post Office or overseas addresses), details of your gross annual income, and, if you are employed, your employer’s address.

If I apply online, when will I hear whether I've been successsful?

For most online applications we're able to confirm if you've been successful almost instantly. Occasionally we need a bit more time or information to make a decision. In this case we'll either send you an email you can accept online, or a letter requesting the additional information we need. (Representative 18.9% APR variable).

Can I request a specific credit limit?

No, we'll set your credit limit based on the information you provide to us. We'll tell you your credit limit when you receive your card.

Where can I find the "Guide to Credit Scoring"?

You can download the guide to credit scoring (PDF) referred to in your Credit Card Agreement.

 

What is Apple Pay & how do I add my Partnership Card?

Apple Pay allows you to make purchases on your Partnership Card using an eligible Apple device. You can make purchases in store anywhere you see the contactless payment symbol, in-app and on the web at participating merchants.

With Apple Pay you can make secure and convenient payments for any amount, though some retailers limit the transaction amount to £30. John Lewis & Partners and Waitrose & Partners shops are able to accept Apple Pay, including amounts higher than £30.

All purchases made using your Partnership Card with Apple Pay will earn points as normal.

For help setting up Apple Pay on your device, see our guide.

 

How secure is Apple Pay?

Transactions made on your Partnership Card in Apple Pay are protected by ‘Touch ID’, 'Face ID' and/or your device ‘Passcode’. Also, your card details are not stored on your device because when you pay using Apple Pay the data is encrypted.

You should not share these security details with anyone else, including family members, or have their fingerprint registered to your device while your Partnership Card is registered with it.

 

Can I use Apple Pay in John Lewis & Partners and Waitrose & Partners shops?

John Lewis & Partners and Waitrose & Partners shops are able to accept Apple Pay, including amounts higher than £30.

 

Will I still earn 1 point for each £1 I spend in John Lewis & Partners and Waitrose & Partners, if I pay using Apple Pay?

Yes. You'll still earn loyalty points at the same rate as you do now, 1 point for each £1 spent within John Lewis & Partners and Waitrose & Partners shops, 1 point for each £2 spent outside of the Partnership.

 

Where can I use Apple Pay to pay for my goods/services?

You can use Apple Pay wherever you see the contactless payment symbol. You can also make in-app and online purchases where you see the 'Buy with Apple Pay' button at checkout.

 

Is there a £30 transaction limit when I use Apple Pay?

Not necessarily. The retailer you're spending with will set the transactional limit, so only in some cases may there be a £30 transactional limit. Please check with the retailer.

There is not a £30 transaction limit when using Apple Pay in John Lewis & Partners or Waitrose & Partners shops.

 

Which devices are eligible for Apple Pay?

Below is a list of eligible devices:

iPhone

In stores, within apps, and on the web in Safari:

  • iPhone X
  • iPhone XS
  • iPhone XS Max
  • iPhone XR
  • iPhone 8
  • iPhone 8 Plus
  • iPhone 7
  • iPhone 7 Plus
  • iPhone 6s
  • iPhone 6s Plus
  • iPhone 6
  • iPhone 6 Plus
  • iPhone SE

 

iPad

Within apps and on the web in Safari:

  • iPad Pro
  • iPad (5th generation)
  • iPad Air 2
  • iPad mini 4
  • iPad mini 3

 

Apple Watch

In stores and within apps:

  • Apple Watch Series 4
  • Apple Watch Series 3
  • Apple Watch Series 2
  • Apple Watch Series 1
  • Apple Watch (1st generation)

 

Mac

On the web in Safari:

  • MacBook Pro with Touch ID
  • A Mac model introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch

 

Find the latest list of devices that are eligible for Apple Pay.

 

How do I set my Partnership Card as the default card on my device?

The first card you add into Wallet is your default card. If you want to change your default card, there are two options:

- Go to ‘Settings’, select ‘Wallet & Apple Pay’ and scroll down to set your ‘Default Card’.

- In the ‘Wallet’ app select the card you'd like to make the default, and drag it down to the bottom of the screen. Tap 'OK' when prompted.

 

I'm trying to register my Partnership Card for Apple Pay, however the authentication stage is showing an incorrect/old mobile phone number/email address, what can I do?

You can update your personal details in your online Partnership Card account. Alternatively you can call us on 0345 300 3833* (7am to 11pm, 7 days a week).

 

When I tried to register my Partnership Card for Apple Pay it states my card hasn't been added and to contact my card issuer - what should I do?

Please call us on 0345 300 3833* (7am to 11pm, 7 days a week) and we'll do what we can to help.

 

How do I refund something I purchased using Apple Pay?

You'll need to check refund and returns policies with each store or merchant. If you're returning an item purchased with Apple Pay, the store may require you to hold your phone near to the card reader to complete the refund, using the card from the original purchase.

Other retailers may need to make the refund back to your physical Partnership Card. So make sure you also have your physical card handy in case a purchase cannot be refunded to your device.

 

How do I get a refund for something I purchased online or in-app using Apple Pay?

The refund will be processed by the merchant in the same way as it is for any online purchase.

Depending on the return and refund policies of the merchant, it may take several days for the refund to appear on your statement.

 

What should I do if my Apple device that has my Partnership Card registered to it is lost or stolen?

If any Apple device that has a Partnership Card linked to it is lost or stolen, please report it to us on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

If you lose your phone, you can use Apple’s 'Find My iPhone' app or go to icloud.com/find to disable your Apple Pay app remotely with the 'Remote Wipe' option. Because none of your personal or card information is stored on the device, it remains safe and secure.

 

What do I need to do if my Partnership Card is lost or stolen?

To report a lost or stolen card, contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

While your replacement Partnership Card is being issued you can continue to use Apple Pay. Also, there's no need to add your replacement card once you receive it.

 

What happens if I get a new phone/smart watch/tablet?

Please ensure that you remove your Partnership Card from old devices before selling, exchanging, or disposing of them. You should also remove your card if you temporarily pass your device to someone else; for example, if you hand it over to be repaired.

To remove your card, go to Settings > 'Wallet & Apple Pay', tap the card that you want to remove, then tap 'remove card'. 

If you believe that you may have left your Partnership Card linked to your old device, please contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

 

What if I want to remove my Partnership Card from Apple Pay?

You can remove a card from Apple Pay at any time. Go to ‘Settings’ > ‘Wallet & Apple Pay’, tap the card that you want to remove, then tap remove card.

 

What happens if my card expires?

Card details are automatically updated in Apple Pay by the card issuer so no action is required.

 

If I receive a replacement Partnership Card, do I need to update my card information within Apple Pay?

While your replacement Partnership Card is being issued you can continue to use Apple Pay. Also, there is no need to add your replacement card once you receive it.

 

I’m getting notifications on my device when I use Apple Pay. How can I turn these off?

You’ll receive 'Card Notifications' for your Partnership Card in Apple Pay on an iPhone or iPad. These let you know about purchases made using Apple Pay.

You can turn these notifications on or off. Go to ‘Settings’ and then to ‘Wallet & Apple Pay’. There you can set ‘Card Notifications’ on or off.

 

Can my additional cardholder add their Partnership Card to Apple Pay?

Yes. An additional cardholder can add their Partnership Card to Apple Pay. Note that the security code for registration and the welcome email will be sent to the main cardholder’s email or phone.

 

Can I use Apple Pay overseas?

Yes. All retailers who accept contactless payments will accept Apple Pay whether they're in the UK or overseas. If you use Apple Pay to pay with your Partnership Card overseas then you’ll incur the standard non-sterling transaction fee of 2.75% on purchases. You may also incur charges from your mobile service provider for using Apple Pay overseas.

 

Do I still need to carry my Partnership Card with me if I am using Apple Pay?

We would recommend that you still carry your Partnership Card with you if you're using Apple Pay, as not all retailers accept Apple Pay as a payment method and some will have transactional limits of up to £30.

 

Can I add my Partnership Card to other devices?

You can add your Partnership Card to Apple Pay on up to eight of your devices.

 

Can I use Apple Pay on Transport for London (TfL)?

Yes. You can use Apple Pay for 'Pay as you go' travel on London Buses, Tube, London Trams, DLR, London Overground, TfL Rail, Emirates Air Line, River Bus and most National Rail services in London.

Find out more at the TfL website.

 

Will TfL daily and weekly capping still apply when using Apple Pay?

As long as you use one payment method throughout your journey, TfL daily or weekly capping will apply where eligible, and you'll be charged the correct amount for your journey.

For example, if you switch between your physical card and Apple Pay throughout your journey, they will be treated as two separate payment methods. This means you could be charged maximum fares for incomplete journeys, and you may not benefit from the daily or weekly capping.


*For training purposes, we may monitor and/or record calls to this number.

 

Google Pay (formerly known as Android Pay) allows you to make purchases on your Partnership Card using an eligible Android™ device. For more information, see using Google Pay.

 

Android™, Android Pay™ and Google Play are trademarks of Google LLC.

Using your Partnership Card with Android Pay is subject to terms and conditions.

 

What is Samsung Pay and how do I add my Partnership Card?

Samsung Pay allows you to make purchases on your Partnership Card using an eligible Samsung device. You can make purchases in store anywhere you see the contactless payment symbol and in-app at participating merchants.

With Samsung Pay you can make secure and convenient payments for any amount, though some retailers limit the transaction amount to £30. Waitrose shops are able to accept Samsung Pay, including amounts higher than £30. However, John Lewis cannot accept contactless or Samsung Pay transactions yet.

All purchases made using your Partnership Card with Samsung Pay will earn points as normal.

For help setting up Samsung Pay on your device go to our guide.

 

How secure is Samsung Pay?

Transactions made on your Partnership Card in Samsung Pay are protected by fingerprint lock, iris lock1 (eligible models only) or Samsung Pay PIN. Your card details are not stored on your device and when you pay using Samsung Pay the data is encrypted.

You should not share these security details with anyone else, including family members, or have their fingerprint registered to your device while your Partnership Card is registered with it.

 

Can I use Samsung Pay at John Lewis & Waitrose?

Currently you can only use Samsung Pay in Waitrose shops, including for transactions over the £30 contactless limit.

 

Will I still earn 1 point for each £1 I spend in Waitrose and John Lewis, if I pay using Samsung Pay?

Yes. You'll still earn loyalty points at the same rate as you do now, 1 point for each £1 spent within John Lewis and Waitrose, 1 point for each £2 spent outside of the Partnership. Please note that John Lewis cannot yet accept Samsung Pay.

 

Where can I use Samsung Pay to pay for my goods/services?

You can use Samsung Pay wherever you see the contactless payment symbol. You can also make in-app purchases where you see the Samsung Pay button at checkout2.

 

Is there a £30 transaction limit when I use Samsung Pay?

Not necessarily, the retailer you're spending with will set the transactional limit, so only in some cases there may be a £30 transactional limit, please check with the retailer.

Note that there is not a £30 transaction limit when using Samsung Pay in Waitrose.

 

Which devices are eligible for Samsung Pay?

Samsung Pay is available on all of Samsung's latest devices:

  • Galaxy S8
  • Galaxy S8+
  • Galaxy S7
  • Galaxy S7 edge
  • Galaxy S63
  • Galaxy S6 edge3
  • Galaxy S6 edge+3
  • Galaxy A3 2017
  • Galaxy A5 2017

 

Here is a full list of eligible devices3.

 

How do I set my Partnership Card as my favourite card on my device?

You can set your Partnership Card as your favourite card by going to ‘Settings’, ‘Manage Favourite Cards’, and selecting your Partnership Card as your favourite. Note that the last card you used will automatically appear the next time you use Samsung Pay, unless you change your favourite.

 

I'm trying to register for Samsung Pay, but it's showing an incorrect mobile phone number/email address. What can I do?

Please call us on 0345 300 3833* (7am to 11pm, 7 days a week) so that we can update your contact details. We'll also need to help you through the registration process.

 

How do I get a refund in a store for something I purchased using Samsung Pay?

You'll need to check refund and returns policies with each store or merchant. If you're returning an item purchased with Samsung Pay, the store may require you to hold your phone near to the card reader to complete the refund, using the card from the original purchase.

Other retailers may need to make the refund back to your physical Partnership Card. So make sure you also have your physical card handy in case a purchase cannot be refunded to your device.

 

How do I get a refund for something I purchased in-app using Samsung Pay?

The refund will be processed by the merchant in the same way as it is for any online purchase.

Depending on the return and refund policies of the merchant, it may take several days for the refund to appear on your statement.

 

What should I do if my Samsung device that has my Partnership Card registered to it is lost or stolen?

If any Samsung device that has a Partnership Card linked to it is lost or stolen, please report it to us on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

If you lose your phone, you can use Samsung’s ‘Find My Mobile’ function to disable your Samsung Pay app remotely with the ‘Wipe my device’ option. Because none of your personal or card information is stored on the device, it remains safe and secure.

 

What do I need to do if my Partnership Card is lost or stolen?

To report a lost or stolen card contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

While your replacement Partnership Card is being issued, you can continue to use Samsung Pay. The token in Samsung Pay is transferred to the new card number, so there's no need to add your replacement card.

 

What happens if I get a new Samsung Pay compatible device?

Please ensure that you remove your Partnership Card from old devices before selling, exchanging, or disposing of them. You should also remove your card if you temporarily pass your device to someone else; for example, if you hand it over to be repaired.

To remove your card, go into the Samsung Pay app, tap on your Partnership Card, go to ‘view more’ and select ‘Delete card’.

If you believe that you may have left your Partnership Card linked to your old device, please contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

 

What if I want to remove my Partnership Card from Samsung Pay?

You can remove a card from Samsung Pay at any time. Open the Samsung Pay app, tap the card that you want to remove, go to ‘view more’, and select ‘Delete card’.

 

What happens if my card expires?

Card details are automatically updated in Samsung Pay by the card issuer so no action is required.

 

If I request a replacement Partnership Card, do I need to update my card information in Samsung Pay?

While your replacement Partnership Card is being issued you can continue to use Samsung Pay. The token in Samsung Pay is transferred to the new card number, so there's no need to add your replacement card.

 

I’m getting notifications on my device when I use Samsung Pay. How can I turn these off?

You’ll receive ‘Card notifications’ for your Partnership Card in Samsung Pay on your device. These let you know about purchases made using Samsung Pay.

You can turn these notifications on or off. Open the Samsung Pay app, tap ‘Settings’, then tap ‘Notifications’, then tap the toggle switch for ‘Card notifications’.

 

Can my additional cardholder add their Partnership Card to Samsung Pay?

Yes. An additional cardholder can add their Partnership Card to Samsung Pay. Note that the security code for registration and the welcome email will be sent to the main cardholder’s email or phone.

 

Can I use Samsung Pay overseas?

Yes. All retailers who accept contactless payments will accept Samsung Pay whether they're in the UK or overseas. If you use Samsung Pay to pay with your Partnership Card overseas, then you’ll incur the standard non-sterling transaction fee of 2.75% on purchases. You may also incur charges from your mobile service provider for using Samsung Pay overseas.

 

Do I still need to carry my Partnership Card with me if I am using Samsung Pay?

We would recommend that you still carry your Partnership Card with you if you're using Samsung Pay, as not all retailers accept Samsung Pay as a payment method and some retailers limit the transaction amount to £30.

 

Can I add my Partnership Card to other devices?

You can add your Partnership Card to Samsung Pay on up to eight of your devices.

 

Can I use Samsung Pay on Transport for London (TfL)?

Samsung Pay allows you to set up a card as a ‘transport card’ to use on TfL services. ‘Pay as you go’, without fingerprint or PIN, by tapping your device on the yellow card reader, even when the screen is off.

You can use your Partnership Card as your transport card for ‘Pay as you go’ travel on London Buses, Tube, London Trams, DLR, London Overground, TfL Rail, Emirates Air Line, River Bus and most National Rail services in London.

Find out more at the TfL website.

 

Will TfL daily and weekly capping still apply when using Samsung Pay?

As long as you use one payment method throughout your journey, TfL daily or weekly capping will apply where eligible, and you'll be charged the correct amount for your journey.

For example, if you switch between your physical card and Samsung Pay throughout your journey, they will be treated as two separate payment methods. This means you could be charged maximum fares for incomplete journeys, and you may not benefit from the daily or weekly capping.

 

* For training purposes, we may monitor and/or record calls to this number.

1. Iris scanner is available with Samsung Galaxy S8 & S8+ models only.

2. Samsung Pay checkout button position varies by merchant app.

3. Available on Samsung Galaxy S6, S6 edge and S6 edge+ devices, which have the Android Nougat 7.0 software update.

Samsung and Samsung Pay are trademarks or registered trademarks of Samsung Electronics Co., Ltd. Use only in accordance with the law. Samsung Pay is available on select Samsung devices.

Most Partnership Card credit cards are eligible for Samsung Pay, subject to status.

 

If you need to dispute a transaction, please complete our online transaction dispute form.

 

We are sorry to hear of the potential disruption to your travel. We hope the following advice helps you to resolve your current situation.

It’s likely your travel plans are financially protected by ATOL (operated by the CAA) or ABTA.

Please note that, depending how you booked your holiday, Thomas Cook could be your travel agent and/or your tour operator. If Thomas Cook isn’t your tour operator, you should be able to find details of your tour operator in your holiday paperwork.
 

Keep yourself safe from fraud

Criminals may try to exploit people who have experienced a significant impact to their travel. Criminals may attempt to scam people into revealing personal and financial information under the guise of assisting with refunds. This could include pretending to be an employee of the affected company, asking for bank account details to process refunds quicker, and pretending to assist with the aftermath of the collapse.

We encourage you to be extra vigilant and wary of any correspondence (emails, text messages, letters, phone calls or direct messages via social media) that may be offering assistance in reclaiming a refund from Thomas Cook. If you're unsure about the identify of anyone that has contacted you, please visit Take Five to Stop Fraud.
 

What to do

  • If you're yet to travel, your first action should be to contact your tour operator or accommodation/flight provider to make sure that your booking is still in place.
  • If your tour operator is Thomas Cook, your holiday is cancelled and you will need to contact the CAA (which operates ATOL). See more details below.
  • Make sure you keep all your booking information and keep a record of your correspondence.
  • Double check the small print on your travel insurance to ensure the policy includes end-supplier failure.
     

Tour operator bookings

  • Package holidays with Thomas Cook are financially protected through the ATOL scheme.
  • If you’re already on holiday, you’ll be able to continue with your holiday and an alternative flight home will be organised for you.
  • If you’re asked to make a further payment to stay in your hotel, you may need to pay this, keep receipts, and make a claim to the Civil Aviation Authority when you return to the UK.
  • Customers with future bookings will be offered a full refund through ATOL. Visit the CAA's information for Thomas Cook customers or call 0333 1036 700. ATOL specifically covers people who fly.
     

Travel agent bookings

  • For bookings made with a travel agent (bonded by ABTA), it’s best to speak to them in the first instance. ABTA provides guidance and help in resolving rail, road and sea travel complaints – and could help with resolving your situation.
  • To contact ABTA for more information and advice about making a claim, visit ABTA's Advice for Thomas Cook Group customers or call 020 3117 0599.
     

Flight-only or accommodation-only bookings
If you’ve booked flights ONLY or accommodation ONLY with Thomas Cook, it’s unlikely you’ll be financially protected. Please contact our Customer Services team as soon as possible on 0345 300 3833.


Services and goods
For queries on services or goods provided by other companies that have ceased trading, please contact our Customer service team on 0345 300 3833.

For further advice and information, the Civil Aviation Authority website features a useful guide.

 

 

 

Applicants for the Partnership Card must be UK residents (excluding the Channel Islands), aged 18 or over and have a personal income of more than £6,750 a year. Credit subject to status. Full terms and conditions for the Partnership Card

John Lewis plc trading as John Lewis Finance acts as a credit broker for the purpose of introducing credit for the Partnership Card provided under exclusive arrangements with the lender John Lewis Financial Services Limited, a subsidiary of HSBC UK Bank plc.

John Lewis Finance is a trading name of John Lewis plc, registered in England with company number 233462, registered office: 171 Victoria Street, London SW1E 5NN. Authorised and regulated by the Financial Conduct Authority (Financial Services Register number 724309). John Lewis Financial Services Limited (a subsidiary of HSBC UK Bank plc) is registered in England with company number 464530, registered office: 8 Canada Square, London E14 5HQ. Authorised and regulated by the Financial Conduct Authority (Financial Services Register number 715060) including for the provision of payment services (Register number 542750). ‘Partnership Card’, ‘John Lewis Finance’ and other terms including ‘John Lewis’ are John Lewis Partnership brands and John Lewis Financial Services Limited uses them under licence from the John Lewis Partnership.

AC43540. AC44388.

Copyright © John Lewis Partnership
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