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, 75 KB).

 

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, 50 KB).

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.

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 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 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 24 hours, 7 days a week. Alternatively, you can visit any John Lewis, Waitrose or HSBC ATM to change or unblock your PIN.

Our mobile apps are on the way – they'll be available in the App Store and on Google Play soon.

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

What fees and charges should I be aware of?

You can see an overview of Partnership Card fees and charges, and complete details for the Card (PDF, 223KB).

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

stepchange.org

Call free: 0800 138 1111

National Debtline

nationaldebtline.co.uk

Call free: 0808 808 4000

Citizens Advice Bureau

citizensadvice.org.uk

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.

 

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.

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, 60 KB). 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 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, 550 KB) 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. Waitrose shops are able to accept Apple Pay, including amounts higher than £30. However, John Lewis cannot accept contactless or Apple Pay transactions yet.

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

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

 

How secure is Apple Pay?

Transactions made on your Partnership Card in Apple Pay are protected by ‘Touch 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 at John Lewis & Waitrose?

Currently you can only use Apple 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 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 and Waitrose, 1 point for each £2 spent outside of the Partnership. Please note that John Lewis cannot yet accept Apple Pay.

 

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.

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

 

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 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 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. To change your default card you can either:

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

- 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 Contact us on 0345 300 3833*.

Once your details have been updated, you'll be able to register your Partnership Card for Apple Pay, as you'll be able to receive the activation code we send you to complete the registration process.

 

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.

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

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

With Android 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 Android Pay, including amounts higher than £30. However, John Lewis cannot accept contactless or Android Pay transactions yet.

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

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

 

Is Android Pay secure?

Yes. When you shop at a merchant, Android Pay doesn't send your actual credit or debit card number with your payment. Instead a virtual account number is used to represent your account information - so your card details stay safe.

 

Can I use Android Pay at John Lewis & Waitrose?

Currently you can only use Android 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 Android 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 Android Pay.

 

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

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

 

Is there a £30 transaction limit when I use Android 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 Android Pay in Waitrose.

 

Which devices are eligible for Android Pay?

Most Android devices which have Android 4.4 KitKat or above and include NFC (near-field communication) technology are eligible for Android Pay. You'll need to ensure NFC is turned on, it will be located under 'Wireless & networks', tap More.

If you can't see this option, look for one similar like 'Connections' or 'NFC'. You may need to tap 'More' to see other settings. If you're unsure if your device is eligible, just try downloading the Android Pay app from the Google Play Store. If you're not able to download the app, unfortunately your device is not compatible.

 

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

The first card you add to the Android Pay app is set as your default card. To change your default card, open the Android Pay app and select your Partnership Card which is displayed as an image of your card, then scroll down and select 'SET AS DEFAULT CARD', to make it the default card.

 

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

Please call us on 0345 300 3833* 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 Android Pay?

You'll need to check refund and returns policies with each store or merchant. If you're returning an item purchased with Android 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 Android 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 Android device that has my Partnership Card registered to it is lost or stolen?

If any Android 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 Android’s Find My Device function to disable your Android Pay app remotely with the 'Erase All Content' 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 Android Pay. The token in Android 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 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 into the Android Pay app, tap on your Partnership Card, scroll down, and select '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.

 

Can I factory reset my device?

Before you reset your device, you'll need to remove your Partnership Card from Android Pay. If you don't then this will reduce the number of devices you can add your Partnership Card to.

After the reset is complete, you'll need to re-register your Partnership Card on your device. If you don't remove your Partnership Card from the Android Pay app on your old device before completing the factory reset, you can contact us on 0345 300 3833* to remove it for you.

 

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

You can remove a card from Android Pay at any time. Open the Android Pay app, tap the card that you want to remove, then scroll down and tap 'Remove card'.

 

What happens if my card expires?

Card details are automatically updated in Android 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 Android Pay?

While your replacement Partnership Card is being issued you can continue to use Android Pay. The token in Android 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 Android Pay. How can I turn these off?

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

You can turn these notifications on or off. Open the Android Pay app, tap the three dots in the top right corner, then tap 'Settings', then tap the toggle switch for 'Purchase notifications'.

 

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

Yes. An additional cardholder can add their Partnership Card to Android 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 Android Pay overseas?

Yes. All retailers who accept contactless payments will accept Android Pay whether they're in the UK or overseas. If you use Android 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 Android Pay overseas.

 

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

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

 

Can I add my Partnership Card to other devices?

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

 

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

Yes. You can use Android 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 Android 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 Android 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.

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

The Android Robot is reproduced or modified from work created and shared by Google and used according to terms described in the Creative Commons 3.0 Attribution License.

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* 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 have a query regarding any purchase you have made with Monarch Airlines, please click here for further information.

AC43540. AC44388.

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.

Copyright © John Lewis Partnership
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