When it comes to your thinkmoney Personal Account there are a lot of things you can take care of without having to pick up the phone. You can transfer funds to your card with our text service during our opening hours, set up and make Faster Payments with Online Account Management and check your balance and transactions with the thinkmoney App. But there are still times when you need to speak to a Money Manager.
Here's how to get through to one as quickly as possible. As you know, the first thing you do when you call us is to identify yourself.
To do this, you will need to enter:
1) Your account number
This is the 8 digit number you'll find it on the front of your thinkmoney card in the bottom left hand corner.
2) Your date of birth
Enter it in the format DD MM YY or DD MM YYYY - so 3rd April 1985 would be 030485 or 03041985.
3) Your telephone passcode
You'll be asked for 2 digits from your six digit telephone passcode.
If you haven't set up a passcode then you'll be asked for two letters from your password. You'll then have to go through the process of setting up a passcode - you only need to do this once. When you select a passcode you can't choose your date of birth or consecutive numbers (e.g. 123456).
Once you've entered these details you can opt to speak to a Money Manager or use one of our automated services.
If you don't enter your security details, or enter them incorrectly, you will be transferred to one of our authentication team to resolve the problem for you. In most cases they will then put you back through to the automated system so you can complete the verification.
We are continuing to focus on reducing call wait times. During January we significantly reduced the time it takes to get through to a Money Manager and we expect to continue to improve this.
Not sure if you need to speak to us by phone or if there’s another way we can help? Find out how you can manage your thinkmoney Personal Account on the go.