Help Centre

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Questions about loans taken online

Repaying A Loan
Paying For Your Loan
How do I make a payment?

We usually take payment automatically from your debit card you provided when you applied.  If you have a new debit card then please contact us on 0800 009 3565 and we will be able to update this information for you. If you no longer have a debit card, you can also call us to make alternative arrangements to pay us back.

What payments can I make early?

You can make a payment early at any time by logging into your online account by clicking here.

Do I pay less if I settle my balance early?

Yes, we charge interest by the day so if you want to settle your loan early you will only pay interest on the amount of days you have the loan for.

You can make a payment early at any time by logging into your online account by clicking here.

When might I be contacted by you?

We may try and contact you whilst your loan is outstanding. This is to ensure we have the right information for your repayment and that you are still in the position to make your payment on the scheduled due date, or if you go into arrears.

Changes In Circumstances
Can I change my repayment date?

If you need to change your repayment date, please call us on 0800 009 3565.

What happens if I cannot afford to pay you?

We understand that your personal and financial circumstances can change. If this is the case, you must let us know as soon as possible and we will do our best to help.

If you are having problems making a payment please contact us on 0800 009 3565 and we can discuss your payment options.

Please remember that free, impartial debt advice is available to you. Below are some debt advice organisations that specialize in assisting customers who are in financial difficulty.

Citizens Advice www.citizensadvice.org.uk. Please visit their website to find contact details for your local bureau
National Debtline www.nationaldebtline.org 0808 808 4000
Step Change www.stepchange.org 0800 138 1111

Changing Your Details
How do I update my contact details?

If you wish to update your contact details with us, you can log into your Account Management area. Its really simple to use, just click on 'Update Details' at the top of the page and you will be able to update your information.

Please click here to go to our login page.

How do I update my payment details?

If you would like to update your payment details please call us on 0800 009 3565.

My surname has changed - what do I do?

We may require supporting documents (e.g. Deed poll certificate or marriage certificate) as proof of your name change.

My pay day has changed, how do I update this?

We only need to update your new pay day if you are applying for a new loan with us or you would like us to change the date we take your repayments.

To update your new pay day, please give our customer service team a call on 0800 009 3565 and one of our Customer Service Representatives will update your details for you.

Other General Questions
Help Logging In
How do I log in?

Please ensure that when logging in you use the email address you registered with us, your date of birth should be in the following format dd/mm/yyyy and then the password you used previously. This must include a capital letter, a number and be a minimum of 8 characters in length. If you have forgotten your password you can recover your forgotten password by clicking here.

Why can't I login?

There can be a number of reasons why you are unable to login to your online account.

Please ensure that when logging in you use the email address you registered with us, your date of birth is in the following format dd/mm/yyyy and the password you used previously.

The password must:

- Include a capital letter
- Include a number
- Be a minimum of 8 characters in length

If you have forgotten your password you can recover your forgotten password by clicking here or calling us on 0800 009 3565. Our opening hours are Monday to Friday 8am until 7pm and 9am until 4pm on Saturdays.

Other
What if I change my mind about my loan application or received loan?

You can speak to us over the phone or email to cancel your loan.

If you have already received your loan and executed agreement and would like to withdraw, you can do so up to 14 days after you have received your agreement. You will need to repay the principal amount we lent you plus any interest you have accrued to date.

You can call us on 0800 009 3565.

How do I find my reference number?

Your reference number can be found on your original executed loan agreement, sent via email after your funds have been deposited.

If you still cannot locate your agreement number then please call us on 0800 009 3565.

My question still isn't answered

If you cannot find the answer to your question in our Help Centre, then please either please call us on 0800 009 3565 or email us at account.services@themoneyshop.com. One of our customer service representatives will be happy to answer your questions.

How do I make a complaint?

If you would like to make a complaint please visit our complaints handling page.

Applying For A Loan Online
Why can I not apply for a loan online?
Why can I not apply for a loan online?

The Money Shop has closed its online loan product however if you are looking to apply for a loan in the future, please visit one of our Money Shop stores. We have over 200+ stores on the high-street, to find your nearest store click here.

I’ve applied for a loan but not received any funds, why is this?

As the online loans product has been switched off, any applications that have not been processed will have been cancelled and an email sent to you confirming this. Please check your emails including your spam or junk folder and look out for our email. If you still have not received an email please contact our customer service team on 0800 009 3565*

I already have a loan, what does this mean for me?

If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0800 009 3565*

Do I still have to repay my loan?

Yes. If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0800 009 3565*

Do I need to do anything?

If you need to speak to us about your repayments please contact us by phone on 0800 009 3565*

If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0800 009 3565*

Can I still login to my online account to manage my online loan?

Yes, you can still login to your online account and manage your existing loan and personal details. You will not be able to apply for another loan through your online account.