thinkmoney is always here to support you

thinkmoney is always here to support you

Your thinkmoney account will continue to run smoothly.

As the coronavirus pandemic continues, we want to reassure our customers that we are always here to support you.

You’ll find all the important information that you’ll need throughout COVID-19 on this page.

We’ll continue to do everything we can to help our customers and keep our team safe and healthy. Our people and systems are well prepared to support you and keep your account and money secure.

In the meantime, look after yourselves and each other.

Managing your account

Keep your account running smoothly with 24/7 access to the thinkmoney app.

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We're here to help

Our help pages and specialist team are here to support you through COVID-19.

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Say no to fraud

Learn how to detect fraudulent activity and keep your account and money secure.

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Payment disputes/refunds

Not received what you’ve paid for? Find out how to dispute it and get a refund.

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Coronavirus and your finances

The UK government updates and financial information you need in one place.

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Useful links

Need extra support? Find out who you can contact and where to find the advice.

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Managing your account

The thinkmoney app

The thinkmoney app is the easiest way to manage your account:

  • Check your balance 24/7
  • Instant notifications for money in, money out and more
  • Manage Direct Debits and standing orders
  • Lock your card or order a new one

And much, much more.

If you’ve got the App already - great!

If not, then what are you waiting for? Download it now and register.

What's new to the thinkmoney app?

We've made some improvements! You now have even more control over your account via the app. Here are our new features:

Transfer money from your bills account to your card, even if there’s not enough left to cover your bills.

Unblock your app quickly and securely in a few simple steps via the app. You no longer need to call us.

Moved house and need to update your address on your account? You can update your information in the app.

For more information on how to use the new features, check out our app support page.

Need some help?

If you’re looking for a quick answer to the questions we hear the most, try our excellent guides before calling up. It could save you time and money.

Need some help?

If you’re looking for a quick answer to the questions we hear the most, try our excellent guides before calling up. It could save you time and money.

We're here to help

Whilst you can do most things on the app (with more to come), we have specialist teams dedicated to supporting you if you're still having difficulties managing your money or account.

Use the app or our help and support pages to get the answers to most questions. If you do really need to ring, there might be a longer wait time than usual. Hold the line and we’ll get to you as quickly as we can.

We're supporting our people, so they can keep supporting you

We’re taking steps to make sure our staff are safe and healthy. We continue to follow Government advice on how best to keep people safe here at Think Park, so they are able to give you the help you need, when you need it.

Working from home - No problem!

Many of the thinkmoney team work from home on a regular basis. They have the relevant skills and equipment to do their job from home, which means no impact on our customers or the service we provide.

Say no to fraud

We will continue to do everything we can to support our customers and keep your account safe. Unfortunately, fraudsters are using this situation in an attempt to get access to your money or sensitive information.

They could pretend to be your bank, the police, the government or other organisations.

What we won’t do….

  • We won’t ask you to move money to a safe account for protection.
  • On a phone call we won’t ask you to reveal a one-time code to make a payment or register for the app/online banking.
  • We won’t ask you for more than the last 4 digits of your card or the 3 digit code on the back.
  • We won’t ask you for remote access to your computer.

If you get a suspicious call, email or text, hang up or don’t respond. Call us using the number on your card to let us know. If you notice any unusual activity on your account let us know as soon as possible.

The FCA (Financial Conduct Authority) has produced some useful information on how scammers are using Covid-19. Have a read here.

You can also visit the Take Five To Stop Fraud website for more info.

We have also gathered a lot of information regarding coronavirus scams to help you spot them. For more information, check out our blog on how to protect yourself against coronavirus scams and fake news.

Payment disputes / refunds

As coronavirus and the lockdown continues, you may be concerned about some payments you’ve already made.

Whether that’s for a holiday you can no longer go on, a service you haven’t received or any other purchase or event that has been cancelled. If you have any queries about refunds, the process will continue as normal.

Check out the 3 simple steps below before contacting us.

Step 1

Contact the company you bought it from (the merchant). Due to COVID-19, most companies will help people with refunds.

Step 2

Check you’ve not already received a refund. Some refunds are being actioned automatically.

Step 3

Only contact us if the merchant can’t sort the refund. We may be able to help at that point.

For more information, we have gathered together everything you will need on our ‘How to sort out payment disputes and refunds’ blog post.

Coronavirus and your finances

Since the outbreak of Coronavirus, the UK Government has announced some new temporary financial regulations. We’ve gathered up all the important details you might need. Have a read of our blog to see how it may apply to you.

Useful links

Need extra advice and support to help you through a difficult time, including ill health and coronavirus? Take a look at the useful links below.

Our latest coronavirus blog posts

Discover all the information you need, including the latest government schemes and how it impacts your finances.

A guide to Coronavirus and your finances

Find out how coronavirus might impact your finances and what help you can get.

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Coronavirus scams and fake news

Read about recent coronavirus scams and what to do if you spot one.

Read more >

How to apply for Universal Credit

Our guide to applying for Universal Credit and checking your eligibility.

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