1. What is strong customer authentication (SCA)?
SCA increases the security on your accounts, this requires a second factor of authentication and does more to protect you from fraud. Rather than simply logging in with a username and password, you will be asked to provide a second factor to be strongly authenticated. This could be a one time passcode (OTP) sent by text to your mobile or authentication using your fingerprint or facial recognition (Biometrics) if enabled. You may be asked to provide a second factor for other activities you perform e.g. changing details or for some payments you make.
2. What do I do if I have blocked my PIN at a Point of sale?
Your PIN can be unblocked at an ATM. For further assisance, please contact the support team on +44 (0)333 202 3645 or by emailing [email protected].
3. How much can I withdraw at an ATM in a day?
£500 per day. This cannot be increased.
4. What is a pre-authorisation or a Pending transaction?
Every card transaction starts with a pre-authorisation. This checks that you have funds available on your card account to pay the merchant for their services. The actual transaction (the ‘settlement’) will come through within a few days. Until that time, the pre-authorised amount will be held as a pending payment on your account (and your available balance will be reduced by this amount). For example: if you open a tab at the bar, a fixed amount is pre-authorised to cover what you could spend. If your final bill is less than the pre-authorisation amount then it may take several days for the difference to be released back onto your account.
5. A card transaction has been refunded why is it not showing on my account?
It can normally take 3-5 working days for refunds to be received onto your account. Please contact Customer Services if the refund does not appear on your account after this time.
6. How to get statements?
Step 1: Click on Finances
Step 2: Click on the filter icon located next to “Transactions History”
Step 3: Select the filter setting appropriate to your request or “Search via Date/’s” if you are looking for particular dates
Step 4: Click Apply, if selected “Search via Date/’s”
Step 5: Click the download arrow icon located next to “Transactions History”
Step 6: Select if you would like your statement downloaded as a PDF or Excel file
Step 7: Click the download cloud arrow icon in the upper right corner.
Step 8: Your statement will now be located in a HCT folder which can be found within your phone’s downloads.
7. Why does my online account show a balance and available amount?
The Balance on your account is all funds, including any money within a wallet. The available balance is your balance less the “pending” transactions. The Available balance is the amount you have available to spend on your account / card.
8. Can I set-up direct debits on the account?
No, This account cannot be used to set up Direct Debits to make payments out of your account. But payments into your HCT Finance e-money account from other accounts via direct debit is available using your sort code and account number.
9. What is a trusted beneficiary?
A trusted beneficiary is a person or business you have paid before, will be paying again and you know the payment details are correct. By marking them as ‘trusted’ we won’t perform the Strong Customer Authentication (SCA) step for future payments unless you remove their trusted status.
10. Can I withdraw cash from my account at the Post Office?
Cash can only be withdrawn from an ATM.
11. How do I activate my e-money card?
Step 1: Tap on ‘Finances’ in the menu at the bottom of the HCT app.
Step 2: Tap on the ‘Payment Methods’ tab.
Step 3: You’ll see your card here. Tap on ‘Activate Card’.
Step 4: Tap on the gold ‘Activate Card’ button.
Step 5: Enter your date of birth, then tap ‘Verify’.
Step 6: Enter the three digit security code on the back of your HCT card, then tap ‘Activate’.
Step 7: Your card will now be activated.
12. How do I retrieve my cards PIN?
Step 1: Tap on ‘Finances’ in the menu at the bottom of the HCT app.
Step 2: Tap on the ‘Payment Methods’ tab.
Step 3: Tap on ‘View PIN’ to retrieve your PIN number.
Step 4: Enter your date of birth, then tap ‘Verify’.
Step 5: For security, enter the three digit security number on the back of your HCT card.
Step 6: Your PIN number will now be visible.
13. How do I change my address?
You can change your address within app by clicking on your picture icon, select account settings and scroll to find your address. You can then click on the pencil icon in the address box and enter your new address. Select update to complete.
14. What should I do if I feel my account or debit card details have been compromised of I suspect fraud on my account?
You can block your card in app and then get in touch with the HCT support team immediately via email [email protected] or 0330 054 4975. Until you notify us, you are responsible for any transactions made on the account/card. Please note there is a separate 24 hour telephone number for lost and stolen cards +44 (0)333 202 3645.
15. What does blocking my card mean?
It can mean one of two things. Firstly, as a user you have the ability to block card within app in the event that you have misplaced it or you do not want to use for a while. Secondly, if we detect potential fraud there’s the possibility we will have blocked your card. In such an event, please contact HCT Finance customer support for further assistance at [email protected] or 0330 054 4975.
16. What happens to the app if I lose or have my card or device stolen?
If you lose or have an issue with your device, please make HCT customer services aware immediately via [email protected] or 0330 054 4975.
17. Can I use my app log in on more than one device?
No, you cannot log in on multiple devices whilst using the app.
18. What happens if I change the device the app is on?
No changes will apply, you can redownload and log back into your account on your new device. Please be aware all SMS and Emails from HCT will continue to be recieved via the mobile number and email address you registered your account with. Your details can be updated within app, please refer to Q.39.
19. How will HCT contact me?
20. How can I contact you?
For any enquiries regarding your e-money account or card please contact us via [email protected] or 0330 054 4975. For any Conicerge enquiries please get in touch with the team via [email protected] or +44 (0) 203 319 6929.
NOTE: For 03 numbers: Calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines and mobiles are included in free call packages.
21. Can I use the card outside the UK?
Yes, you can use your card outside of the UK.
22. What are the spending limits?
For Premium and Platinum account holders there is a £35,000 spending limit per day. For Platinum Plus account holders, there is a £100,000 spending limit per day.
23. Where and how can I use the card?
You can use your HCT card anywhere, at anytime. HCT is available to use for contactless and pin pad payments anywhere where there is Visa acceptance mark, as well as online usage.
24. Is it a debit or credit card?
HCT provide Debit Cards.
25. Can I deposit cash into my account?
Yes, you can deposit up to £249 a day at any PayPoint location across the UK. You can find your nearest Paypoint at https://consumer.paypoint.com/. You can also deposit money into your HCT account via Faster Payments bank transfer.
26. I want to close my account?
You can close your account by contacting customer services on 0330 054 4975.
27. I've applied for an account, how long does it take to open?
28. I need my transaction history and I’ve closed my account?
To request and view your transaction history, you will need to contact HCT via phone on 0330 054 4975.
29. How do I make a complaint?
We aim to provide a high quality service that meets the needs and expectations of all our members. We do, however, accept that there may be occasions when you may feel dissatisfied. If this does happen, please tell us about it so we can correct this. We endeavor to resolve any matter as quickly as possible. You can do this by contacting us at [email protected] or by phoning 0330 054 4975 for any card related complaints.
30. Do you support Apple Pay?
Apple and Google Pay will be available to HCT Account Holders within the near future.
31. What fee's do HCT Finance charge?
32. Is there any age restrictions when opening a HCT account?
Yes, you must be 18 and above to open a HCT account.
33. Do I need to be a UK Resident?
Yes, you currently need to be resident in the UK to open an e-Money account with HCT.
34. Is my money safe with HCT?
The HCT Finance account and Visa Card are issued by Contis Financial Services Ltd who are authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (registered number 900025). The HCT Finance Account and Card are electronic money products which are not covered by the Financial Services Compensation Scheme. The funds will be safeguarded by Contis Financial Services Ltd.
35. What are the main features of a HCT Finance e-money account and HCT Concierge accounts?
Once opening a HCT Finance e-Money account, you will gain access to our bespoke concierge services. As a member, you will be able to make payments directly for our Concierge Services from your account, whilst collecting HCT points which can be collected and spent within app. Our e-Money service contains all the standard features of having an e-Money account including the ability to move money between your accounts, pay people and bills, download and view your latest transactions, as well as setting up regular payments like standing orders and managing direct debits.
The HCT Finance account and Visa Card are issued by Contis Financial Services Ltd who are authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (registered number 900025). The HCT Finance Account and Card are electronic money products which are not covered by the Financial Services Compensation Scheme. The funds will be safeguarded by Contis Financial Services Ltd. The HCT Concierge account and concierge related services are provided by HCT Concierge Ltd. You are not able to register for the Concierge via using the app without registering for a HCT Finance e-Money card. If you would like to become a member of HCT Concierge without registering for a card, please contact the team via [email protected] or by calling +44 (0) 203 319 6929.
36. What Account Types are available to open with HCT Finance?
Premium e-Money account – Premium Account holders will receive a Plastic HCT Card within 7-10 working days once paying the initial card fee and we suggest depositing £50 into your HCT account. You will then gain access to all E-Account and Concierge Services. A premium account will be an outgoing of £1.50 per month. If you would like to gain access to all of HCT Concierge services through your account, you can upgrade to a VIP Concierge account for an additional £299.99 per month.
Platinum e-Money account – Platinum Account holders will receive a Metal HCT Card within 7-10 working days once paying the initial card fee and we suggest depositing £50 into your HCT account. Account holders will also gain access to all E-Account and Concierge Services as well as attaining Accounting Management Services. A platinum account will be an outgoing of £19.99 per month or £199.99 per year. If you would like to gain access to all of HCT Concierge services through your account, you can upgrade to a VIP Concierge account for an addional £299.99 per month.
VIP Concierge account – VIP Concierge Account holders will receive either a Plastic or Metal HCT Card of your choice within 7-10 working days once paying the initial card fee and we suggest depositing £50 into your HCT account. VIP Members will also benefit from further discounted rates for all Concierge Services within App, as well as obtaining a Lifestyle Manager who can assist members with further access and support with booking venues and events which may be sold out 24/7 via our Live Chat. Members will also gain access to the HCT Points Scheme, where you can collect & spend points on HCT Concierge Services. A VIP Concierge Account will be an outgoing of £299.99 per month.
37. Is HCT Finance a Bank?
No HCT Finance is not a Bank. The HCT Finance Account and Visa Card is issued by Contis Financial Services Ltd who is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference Number: 900025) to issue e-money and is a member of Visa. Please note that electronic money products are not covered by the Financial Services Compensation Scheme. We ensure that any funds received by you are held in a segregated account so that in the unlikely event that Contis Financial Services Ltd becomes insolvent your funds will be protected against claims made by creditors. You will need to have a HCT Finance account registered to use the Concierge services within app. To become a HCT Concierge member only, please contact HCT Concierge directly on +44 (0) 203 319 6929.
38. How do I open a HCT Account?
39. How do I update my registered card and contact details within app? E.g. Address, Contact number, Email.
Step 1: Click on your profile icon in the top right corner.
Step 2: Click ‘Account settings’.
Step 3: Scroll down to ‘Contact details’.
Step 4: Click on the pencil icon displayed within the top right corner of the detail’s box you would like to amend.
Step 5: Input new details.
Step 6: Click Update and authorise.
Step 7: Your account / card details will be updated.
40. How do i send money to a HCT Friend?
Step 1: Home screen
Step 2: Click on ‘payments’
Step 3: Click on ‘Send money to a HCT friend’
Step 4: Select by mobile number and click continue
Step 5: Enter the Payee number and country code and click on continue
Step 6: Insert further details
Step 7: Click on ‘send money’
Step 8: Complete Face / Finger ID and insert mPIN
Step 9: Payment successfully sent
41. Do I need to notify you if I am traveling overseas?
No, you do not need to notify HCT if you are travelling abroad.
42. Do I get charged for using my card abroad?
Yes, fee charges are outlined in your T&C’s.
43. Can I use my contactless card abroad?
Yes, you can use your contactless Card abroad in most places that accept Visa and you see the contactless acceptance symbol.
44. Is my card contactless?
Yes your Card is contactless. If unsure, look out for the contactless symbol on the front of your Card.
45. What does it mean if my transactions are pending or processed?
Newly incurred transactions are shown as pending for up to 72 hours before they are marked as processed. However, this may take longer. Once processed, transactions will appear under ‘transactions history’ within the app and on your statement. If you have any queries regarding a pending transaction, please contact the team on [email protected] or by phoning 0330 054 4975 .
If you have any further questions, you can contact us directly at HCT Finance Ltd.