Account servicing

You can activate your card in your John Lewis Credit Card app or through the online account manager.

Alternatively, you can activate your card by calling the 24-hour automated activation line on 0800 915 2205.

The John Lewis Credit Card app and online account manager provide you with 24/7 instant access to your account where you can check your balance and make payments, view transactions and statements, set-up or make changes to your Direct Debit, report your card lost or stolen and view your PIN.

Registering for your online account manager allows you to take control of your account whenever and wherever you can get online. Head to sign in and follow the onscreen instructions.

Remember, you'll need your card or account number to hand. We have sent your account number in your welcome communications, and it can also be found on your monthly statement.

If you haven’t already, you can complete your registration for the online account manager through the John Lewis Credit Card app or by visiting the registration page.

It’s quick and simple. You’ll need your new Partnership Credit Card account number, which you’ll find at the top of the enclosed letter sent with your new card.

You would have created a password and passcode when you first registered for the online account manager.

If you have forgotten these, click ‘Password’ or ‘Passcode Reset’ on the sign in page.

Simply follow the instructions on the sign in page to get a reminder of your username.

A one-time passcode (OTP) is a unique code that will be sent to the mobile or home phone number registered to your account to authorise certain actions, such as online transactions.

The OTP acts like a key, helping to prevent anyone else from authorising these actions. You should always review the full OTP message you receive, checking it accurately describes the action you have requested. Never share your OTP with another person. You will not normally be charged for receiving an OTP.

If you don't have a mobile phone, we will send OTPs to your landline.

We'll never ask you to give us your details in an email or message.

Giving us your mobile phone number will help us keep your account more secure.

• We will use it to confirm it’s you signing into your online account or the John Lewis Credit Card app.
• We may use it to verify it’s you making purchases online with your card.
• If there’s suspected fraud on your account we will use it to text you an alert or to contact you directly.
• You can use it to set up text alerts and controls to help you monitor your account.

If you need to update your details, please visit ‘Personal Details’ in our John Lewis Credit Card app or online account manager to change your details. This includes your address, telephone number and email address. Please keep these up to date so we have the correct information for your account. You can only change details on your account once you’ve fully activated your account.

If you haven’t received your OTP after requesting it, please try the following:

Check that we hold the correct mobile number for you. This will be displayed on the OTP request screen. If you think your number is incorrect, you can update your details in the online account manager or the John Lewis Credit Card app.

Once you request an OTP, you need a network connection in order to receive it. When making your request, please ensure that your mobile phone is:

• fully switched on
• not in ‘Flight mode’ or ‘Airplane mode’ and
• able to make and receive texts or calls.

Otherwise, we won’t be able to send you an OTP.

If you have a good network connection and you’re not in ‘Flight mode’ but still didn’t receive the OTP, please try restarting your phone and then re-request the OTP.

If you’re struggling to get a network connection, you can set up Wi-Fi calling, which will also enable you to receive your OTP. To find out how to do this, please see the guides below:

• iPhone
• Samsung
• Android

We’ve introduced the John Lewis Credit Card app to provide a simple, easy and convenient way to monitor and manage your account on the go.

Head to the Apple Store or Google Play and search for the ‘John Lewis Credit card’ app.

The John Lewis Credit Card app works on most Apple and Android smartphones. Please visit the App Store or Google Play and search for "John Lewis Credit Card" for an up-to-date list of phones and operating systems that are supported by the John Lewis Credit Card app.

A trusted device is one that is linked to online account manager. A device refers to the item you are using when you sign into your account - for example, your mobile phone, desktop computer, laptop or tablet.

Trusting your device means we won’t need to send you an OTP to verify it’s you every time you sign in. Making it a quicker sign in process.

A trusted device helps keep your account secure by letting us know it's your device accessing your online account manager. It may also mean that the process of signing in, and managing your account, is easier.

If you choose not to trust the device, then you may have to enter more security information to be able to sign in and manage your account. Unless you choose to trust this device, the request will be repeated each time you sign in to your online account manager.

If you are using our John Lewis Credit Card app on your phone or tablet, the device will automatically be trusted when you provide your usual sign in information.

If you access your online account manager through a browser (for example, Chrome or Safari), then you will be asked if you would like to trust the device when you sign in. Do take care to use the same browser each time you wish to access your online account manager. If you subsequently use a different browser your account won't be detected.

If you are using a shared or public device, you should select “Do not trust this device”.

Yes, you can set up as many trusted devices as you like. Only trust devices that are your own and not for public use.

Yes, you can remove a trusted device by contacting us. You should do this immediately if you sell your device, or if it is lost or stolen.

If you are accessing our mobile app on a new device, we will automatically trust this device for you when you sign in for the first time.

The first time you access Online Account Manager using a new device or browser, we will ask you if you would like to trust the device.

If you no longer use your old device, you'll need to remove it as a trusted device.
To remove your device now, please contact us on 0330 175 9829*

*Calls will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

From time to time we will need to update the John Lewis Credit Card app for new mobile operating systems. NewDay may also need to fix any issues and add new features.

If you have problems registering the app, then check that your phone and operating system are supported. You can do this by visiting your app store and searching for “John Lewis Credit Card .” There you'll find an up-to-date list of supported phones and operating systems.

If your existing Partnership Credit Card is due to expire, you may need to wait until your new card has arrived before you can register.

If you have already successfully registered your app, you should check your network connection status. Make sure there are no issues with your device’s operating system or network availability. For Android phones check the ‘settings’ in your phone to see if the app is disabled.

We may also limit access to your John Lewis Credit Card app if they suspect fraud on your account. Please contact us on 0330 175 9829*

We regularly review credit limits to make sure that customers have the limit that is right for them. Any request for an increase will be assessed, using a combination of information from credit reference agencies and how you have managed your account.

You can sign in to your John Lewis Credit Card app or your Online Account Manager to request a credit limit increase or decrease.

We will regularly review credit limits to make sure that you have the credit limit that they believe is right for you. We are committed to lend responsibly and so our lending policy ensures that you don’t become overburdened with credit. The assessment of the limit available to you is based on a combination of information available from credit reference agencies and that we have about how you have managed your account.

We will provide 30 days’ notice of any change and you will have the opportunity to tell us that you do not want the increase and/or that you do not want to be considered for an increase in the future. If you do decide that you do not want the increase, we will not treat you any differently in the future.

If you go over your credit limit at any time during the month, you’ll be charged a fee of £12. This will appear on your next statement.

If you have chosen to receive e-statements and letters digitally we’ll notify you by email when you have a new statement or letter.

If you opted for paper statements, you’ll continue to receive your statements and letters by post.

You can change your statement preferences at any time through the John Lewis Credit Card app, in your or online account manager or by calling John Lewis Credit Card customer services on 0330 175 9829.*