Help using the Partnership Card app and online account

If you're reading this page, it's likely you're having some problems using your Partnership Card app or online account. We're very sorry for any inconvenience this has caused. We've recently introduced some new features to keep your account more secure.
 

If you don’t know your memorable word, please call us on 0345 300 3833 and we'll reset it.

If you do know your memorable word, but you’ve forgotten your username, password or 6-digit login PIN, simply follow the steps below. Please don’t call our contact centre, as these steps need to be completed by you manually.

Don’t worry if you’ve forgotten your username. Simply follow the steps below, and we’ll be able to retrieve your username for you:


Step 1

Visit the Forgotten username page.


Step 2

You’ll be asked to enter your personal details, some Partnership Card information, your credit limit (which you can find on a copy of your statement) and your memorable word.

Step 3
Once you’ve entered each bit of information, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information in the correct format (for example, including an ‘@’ symbol in your email address).


Step 4

Check your details are entered correctly, then click ‘Continue’.


 


Step 5

If we can verify all of the details you’ve provided, your username will be displayed on the next page. It’s important that you make a record of your username, so you can use it when prompted again in the future.

Please note that your username can’t be changed.

 

If you’ve forgotten your password but you know your username, please follow the steps below to reset it.

If you’ve forgotten your password and you’ve forgotten your username, you first need to follow the steps in the ‘Forgotten your username?’ section above. Once you’ve completed those steps and you have your username to hand, please complete the steps below.


Step 1

Visit the Forgotten password page.


Step 2

You’ll be asked to enter your personal details, some Partnership Card information, your credit limit (which you can find on a copy of your statement) and your memorable word.

Step 3

Once you’ve entered each bit of information, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information in the correct format (for example, including an ‘@’ symbol in your email address).


Step 4

Check your details are entered correctly, then click ‘Continue’.


Step 5

If we can verify all of the details you’ve provided, you’ll be able to reset your password on the next page. It must be between 8-20 characters and contain at least:

  • one upper case letter 
  • one lower case letter 
  • one number 
  • one of these special characters: ! % £ & * @ #


 
Step 6
It’s important that you make a record of this password, so you can use it when prompted again in the future.

 

If you’ve forgotten your 6-digit login PIN but you know your username, please follow the steps below to reset it.

If you’ve forgotten your 6-digit login PIN and you’ve forgotten your username, you first need to follow the steps in the ‘Forgotten your username?’ section above. Once you’ve completed those steps and you have your username to hand, please complete the steps below.


Step 1
Visit the Forgotten login PIN page.


Step 2
You’ll be asked to enter your personal details, some Partnership Card information, your credit limit (which you can find on a copy of your statement) and your memorable word.
 

Step 3
Once you’ve entered each bit of information, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information in the correct format (for example, including an ‘@’ symbol in your email address).


Step 4
Check your details are entered correctly, then click ‘Continue’.

 

Step 5
If we can verify all of the details you’ve provided, you’ll be able to create your new 6-digit login PIN on the next page.

It’s important that you make a record of it, so you can use it when prompted again in the future.

 

If you already use an online account, you can use your online login details to log in to the app.

If you’ve not previously registered for an online account, you’ll need to register now to use the app. Please have the following information to hand when you register:

  • Your surname, date of birth and postcode
  • Some details from your Partnership Card
  • Your credit limit
  • Your memorable word (which you set up to use telephone banking)

 

If you’re still having problems, please call us on 0345 300 3833.

Copyright © John Lewis Partnership
Back to top
0