In June 2019, Bank of Ireland UK announced the sale of its existing UK Credit Card Portfolios to Jaja Finance Ltd (Jaja). Post Office Money Credit Cards currently issued by Bank of Ireland UK became Jaja Credit Cards on 3rd October 2020. Your Credit Card account is no longer with the Post Office.

This change does not affect any other Post Office Financial Services products offered through Bank of Ireland UK.

Jaja is a UK-based credit card provider regulated by the Financial Conduct Authority. Jaja‘s team are passionate about their customers, offering products and services that provide simplicity, functionality, service and security.

Frequently asked questions are answered below. Customers wishing to discuss the transfer can contact Jaja on 0345 607 6500*.

Do I need to register as a new user and create a new passcode?

Yes, you will need to register as a new user.

Do I need to register for the app or an online servicing account before I can login?

Yes, you need to register before attempting to log into the app for the first time.

What do I need to complete the registration process?

To complete the registration process, you’ll need your credit card to hand. You’ll also need to input a few personal details (including the mobile phone number that is linked to your credit card account) and select your marketing preferences to fully complete your registration. If you do not have a mobile phone number linked to your account, you will need to provide your number to us in order to register. Please contact us on 0345 607 6500*.

I’m struggling to register once I’ve entered my personal details and details about my card. What am I doing wrong?

When you enter your name, make sure it’s identical to that shown on your card. This means writing your name exactly as it appears in capital letters including your title plus any middle names which are shown on your card. Please check carefully as your name on your card may be in a different format to how you would typically spell your name. For example, your card may have a space when an apostrophe is used, or a space may be added to your name on your card when you would not typically use a space. For example McDonald could be entered as MC DONALD.

I’m trying to register but I’m getting an error message. What do I do?

If you see an error message on your screen during the registration process, please check your details carefully. Correct, if needed, and re-submit. If you continue to see an error message, please contact us on 0345 607 6500*.

I’ve registered for the app and an online servicing account but have been taken back to the home screen. How do I get into my account?

Once you’ve successfully registered, you’ll need to log in to access your account. Make sure you use the details you set up during registration.

I’ve not been able to register for the app or an online servicing account. How do I make a payment?

To make a payment, we recommend you pay your credit card bill through your bank. Make your payment using sort code: 40-05-30 and account number: 84603613 and include your 16-digit card number as the payment reference.

I can't register to see my balance, or pay my bill, and I can't get through to speak to a Customer Services agent to make a payment. What can I do?

Our Customer Services line also has an automated service that allows you to check your balance and make payments using a debit card without having to wait to speak to an agent. Call 0345 607 6500, select the option for Customer Services and then the option to make a payment.

I’m worried that as I can’t make a payment in my app or online servicing account, I’ll be charged a late payment fee.

Our team are working hard to ensure you can register as quickly as possible. If you have been charged a fee and you don’t believe you should have, please contact us and we will discuss your individual circumstances with you.

I pay by Direct Debit – will I need to set up a new one?

Your Direct Debit will automatically transfer to Jaja so you don't need to do anything.

Can I still pay my bill at the Post Office?

Yes you will still be able to pay your credit card bill at the Post Office. Once your account has moved to Jaja, payment will be credited to your account within two working days.

Can I still pay using 365 online?

Once your account has moved to Jaja, the Post Office payee option will no longer be an option in 365 online. You will need to use the new Jaja app or online service account in order to manage your Post Office credit card online.

I currently have a payment arrangement with you, will that change?

Any payment arrangements you have agreed will not change as a result of this move to Jaja and you should keep making payments in line with that plan.

Will I still have a Post Office branded Credit Card?

Once your account moves to Jaja, your Post Office Credit Card will become a Jaja Visa Credit Card. Until you get your new Jaja Credit Card, your existing Post Office Credit Card and PIN will continue to work as normal.

Will my PIN still work?

Yes. Your current PIN will continue to work: you will not receive a new PIN when you get your new Jaja Visa Credit Card.

I tried to make a purchase and my credit card has been declined?

Jaja are aware of some customers experiencing issues when using their card. They are working hard to resolve these issues for you and apologise for any inconvenience caused.

To ensure your transaction is successful when you use your card, check that you have available credit to spend for any purchases you intend to make. As long as you have available credit you can try using your card again. If the problem persists, please contact us on 0345 607 6500*.

I’ve lost my PIN. How do I get a replacement?

You can view your PIN immediately through the app and your online service account. You can also request a PIN reminder by calling us on 0345 607 6500*.

What happens if I'm away when my new Credit Card arrives from Jaja?

If you’re away, your existing Credit Card will continue to work for 30 days after the new card has been issued.

Is there a difference between Visa and Mastercard?

Visa and Mastercard are different card networks. Both types of card are widely accepted at millions of retailers in over 200 countries worldwide so you won't notice any difference in how or where you can use your new Visa Credit Card.

I ordered a new card. Will this be delayed due to the move?

Any replacement cards ordered up until Wednesday 30th September will have been processed within our usual timescales (3-5 working days). If you requested a replacement card, between Thursday 1 October and Sunday 4 October, your replacement card will be ordered by Thursday 7th October 2020 and typically takes 7 working days to arrive with you.

Will I be able to manage my credit card over the phone?

Yes. You can service your account by calling us on 0345 607 6500*.

Will I be able to manage my credit card online?

Now that your account has moved to Jaja, you can register for the brand new online service. This new online service account offers you all the features you were used to, and more, including real-time control plus quick and simple ways to pay.

You can register for the new service here.

How can I check my balance if I’m not yet registered for the new app or online service?

Our Customer Services line also has an automated service that allows you to check your balance without having to wait to speak to an agent. Call 0345 607 6500*, select the option for Customer Services and then the option to check your balance.

Why can I see duplicate transactions in my app?

If you are seeing duplicate transactions in your app, please fully log out of the app using the ‘More’ menu. Log back in using your phone number, SMS verification code and 5 digit code set during registration. This will refresh all transactions within your app.

Will I still be able to see my statements in my online servicing account?

Yes: key information from your previous statements is available to view in your new app and online servicing account. You’ll also be able to request paper copies of previous statements by calling us on 0345 607 6500*.

Will I still receive paper statements?

Yes. you’ll still receive them in the post as you do today.

Will my payment date and statement date remain the same?

Yes. Your statement and payment dates will stay the same as they are today.

Will my credit limit change?

Your credit limit will remain the same. As with all card providers, Jaja will have the right to review your credit limit and may choose to change your credit limit in the future. They will contact you if this happens.

To download and register to use the new app, search for ‘Jaja Credit Card’ in your app store.

Why does my Android app keep crashing?

The issue with our Android app has now been resolved and customers using it should be able to login as normal. If you were having issues with the Android app, you’ll need to re-download it from the Play Store. We are sorry for any inconvenience this may have caused.

Will I still get 0% cash fee when I buy foreign currency at the Post Office?

Yes. You'll still benefit from 0% cash fee for any foreign currency bought at the Post Office using your existing Post Office Mastercard credit card or your new Jaja Visa Credit Card.

I get 0% foreign exchange fees when I use my credit card abroad, will this continue?

Yes. If you currently have this benefit on your card, you’ll continue to enjoy 0% foreign exchange fees when you use your new Jaja Visa Credit Card abroad.

Will this transfer affect any existing promotional offers currently on my credit card?

If you have any promotional offers on your account, these will continue unaffected until they are due to expire. You will receive a reminder of the expiry date of any promotional offers.

When will the new Terms & Conditions become effective?

Your new Terms and conditions became effective on 3rd October 2020. You can view a copy of them here.

You can view a copy of the Summary of Key Changes booklet here.

Will my personal details be transferred to Jaja?

Yes: your data has transferred to Jaja so that they can continue to manage your credit card account. 

Your data will be treated securely and in line with data protection legislative requirements and as indicated in the privacy notices.

Where can I find out more about Jaja?

For more information on Jaja, please visit their website here.

Will this change impact my credit history?

Your credit report will note that you have an agreement with Jaja Finance Ltd but it will not impact your credit score.

Please remember to maintain your repayments to avoid impacting your credit history.

Is this change as a result of coronavirus? 

No, the move to Jaja is not related to the Coronavirus global pandemic.

Does this change impact the payment break I have or have applied for as a result of Coronavirus?

No, if you are currently on a payment break, or have applied for a payment break, this is unaffected by this change.

I’ve been told that my credit card account is in Persistent Debt. Will this change when my account moves to Jaja?

Your account will remain in Persistent Debt when it moves to Jaja. If you can afford to pay more to reduce your credit card balance this will save you money in interest and will also help you to repay what you owe quicker.

What if I still want to have purchase protection on my credit card?

Unfortunately, Purchase Protection Insurance cannot be provided by Jaja therefore Bank of Ireland terminated this insurance policy. Purchases made after 12th September 2020 are not covered.

As a credit card holder you will continue to benefit from Section 75 protection for purchases over £100 in the event of non-delivery, or your item is faulty or damaged.

How can I claim on my purchase protection policy?

To make a claim on your Purchase Protection Policy please contact UK General Insurance Limited directly:

Tel - 0344 412 4068

UKG
Niche Claims
PO Box 1392
Preston
PR2 0XE

UKG must receive notification of a claim within 90 days of the date of the insurable event.

If you have a question that can’t be answered here, please call us on 0345 607 6500*.

Our current opening hours are:

* 0345 Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages. Calls may be monitored or recorded for training and compliance purposes.