What is Mastercard SecureCode?
Mastercard SecureCode protects your Partnership Card with a personal Mastercard SecureCode password when making online purchases. You may be prompted to register for it when you make an online transaction.
Once you've registered your Partnership Card and chosen a Mastercard SecureCode password, you’ll be asked for three random characters from your password when making a purchase at participating online retailers who make using this service mandatory. This helps prevent unauthorised use of your card and aims to increase your confidence when shopping online.
How do I register for Mastercard SecureCode?
You'll be asked to register when shopping at a participating store. It's not possible to pre-register. The registration process is quick and easy.
Note that you may not be prompted to register immediately. However, our security systems (and Mastercard SecureCode) will still be monitoring for any suspicious activity on your card.
I'm having problems registering for Mastercard Securecode. Where can I get help?
If you're having problems with entering your name, then please ensure you enter it exactly as it appears on your plastic card – also in capital letters.
For all other questions, please call us on 0345 300 3833. Lines are open 24 hours, 7 days a week. Calls may be monitored and/or recorded for security and service improvement purposes.
I've forgotten my Mastercard Secure Password. What do I do?
When you’re prompted for your Mastercard SecureCode password, click on the link that says 'Forgotten your Mastercard SecureCode Password' and follow the instructions. You'll be asked to re-register your card.
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. 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, 75KB).
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, 59KB).
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.
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.
When will I get a contactless card?
All new Partnership Cards are contactless. Existing cardholders will automatically receive a new contactless card when their existing card is due to expire or needs to be replaced.
Can I opt out of having a contactless card?
Yes. You can contact us on 0345 300 3833 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 my statements' and select ‘Online only’. You'll need to have an email address registered to your account. Register or log in to your online account.
How can I view my recent transactions?
Log in to Partnership Card online account, select ‘My account’ and then click on 'Transactions' and you’ll be able to see recent transactions. You can also sort by transaction date.
A transaction can be 'pending' for up to five working days depending on:
1. When the transaction was made.
2. How long the merchant takes to process the transaction (Partnership Card does not control this).
3. If an authorised transaction isn't processed (for example, your Partnership Card might be authorised to check into a hotel, but on final checkout you use another payment method).
These transactions will affect your available credit immediately. Once the processing is complete, the transaction will be shown and your current balance will reflect this.
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.
Over time, we may also notify you of changes we make to your credit limit. If these are increases, you’ll have 30 days to reject the increase before it’s applied. If you prefer, you can also ask us not to consider you for any limit increases at any time.
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 name or address you'll need to contact us by calling on 0345 300 3833.
If you'd like to change your phone number(s) or email address, please log in to your online account, go to the ‘Personal settings’ tab and click ‘Contact details and preferences; or use the mobile app by tapping on ‘Settings’ and then ‘My details’.
Alternatively, you can call us on the above phone number.
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 any time of the day or night 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?
Please notify us in advance by calling us on 0345 300 3833. (Lines are open 24 hours, 7 days a week) or by registering your travel plans online.
If you and your additional cardholders are travelling to the same destination, then you can add your travel plans in your online account. Log in to your Partnership Card online account, select 'Personal Settings' and then 'Overseas travel'.
How can I make payments to my account?
You can make payments any way you choose:
Direct Debit – you’ll just need to contact us to get a form or you can download a Direct Debit form (PDF, 78KB). You can set a Direct Debit to pay the minimum amount, a fixed amount, or to clear your outstanding balance in full
Online by logging into your account
Via our free mobile app
Using your own bank, either online, by phone or in branch
Phone by calling us on 0345 300 3833
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.
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 or remove additional cardholders?
Just download the Request for an Additional Cardholder form (PDF, 617KB) and apply for an additional cardholder online, or contact us on 0345 300 3833 and we’ll send you a paper form to complete and return by post. To remove a cardholder, please contact us on the same number. Lines are open 24 hours, 7 days a week.
What can I use the online account for?
Once registered for an online account you can:
View your current balance
View recent transactions and up to 12 months of statements
Switch to paperless monthly statements
See your points balance
Make payments to your card
Request up to 3 additional cardholders
Request a balance transfer or credit limit change
Please note that you won't be able to use an online account if you reside overseas
How do I register and log in?
To register and manage your account online, please click here and follow our step-by-step Login Guide.
What should I do if I've forgotten my login details?
You should go to the login page and click on either the ‘Forgotten your username’ or 'Forgotten your password' links, and follow the instructions.
If you've forgotten all of your login credentials, call us on 0345 300 3833.
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 03453003898, or intl +441212145754.
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 24 hours, 7 days a week. Alternatively, you can visit any John Lewis, Waitrose or HSBC ATM to change or unblock your PIN.
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What fees and charges should I be aware of?
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, 223KB).
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 making a PPI claim?
You can learn more about how to make a PPI (Purchase Protection Insurance) claim.
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
Call free: 0808 808 4000
Citizens Advice Bureau
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.
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.
Please note that a handling fee applies to balance transfers (Representative 18.9% APR Variable). For details, see the back of your statement, or the Summary Box (PDF, 60KB). Your transfer (including the balance transfer fee) must not cause your account's credit limit to be exceeded.
How can I apply for a Partnership Card?
You can choose to apply online or in most John Lewis stores.
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, 548KB) referred to in your Credit Card Agreement.
John Lewis Financial Services Limited (a subsidiary of HSBC Bank plc), registered in England under Company Number 4645530. Registered office: 8 Canada Square, London E14 5HQ. Authorised and regulated by the Financial Conduct Authority under the Financial Services and Markets Act 2000 (Financial Services Register no 715060), and under the Payment Services Regulations 2009 (Payment Services Register no 542750) for the provision of payment services. '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.