Managing your account

What details do I need to log in?

You’ll need your username and 6-digit passcode.

You will have set up when you first applied for FlexPay.

You’ll also need your mobile phone so we can send you a one time passcode (OTP).

Why am I having trouble logging in?

There could be a few reasons you’re having trouble:

• Your passcode is no longer valid, or you’ve been locked out of your account
• You’re using the wrong details for the step you’re on 
• You’ve forgotten your username or passcode.

Depending on the reason, you may need to reset your username and/or passcode.

How can I reset my username and/or passcode?

Select “forgotten passcode” or “forgotten username” and follow the steps on screen.

You can find your account number on your statement, when you log into your FlexPay account and in the welcome email we sent to you when we approved your application for FlexPay.

You created a 6-digit passcode when you first registered for FlexPay. If you’ve forgotten it, select ‘Forgotten passcode?’ on the login page.

If you forget your login details, select ‘Forgotten username?’ or 'Forgotten passcode?’ on the login screen. 

You’ll be automatically logged out when you close the app or if you have been inactive for 5 minutes or more. You can also choose to log out of the app by selecting the 'Log Out' button.

Please call Customer Services on 0345 2680 831 or 01268 653744 if you're outside the UK.

Lines are open Monday to Sunday, 8am to 8pm. 

Or you can write to us:

Black Horse FlexPay

PO Box 376

Lowton Way

Hellaby

SHEFFIELD

S98 1GQ

If you close your FlexPay account and still have a balance, you will need to continue to make at least your contractual minimum payments until you have repaid what you owe us.

Access and Transparency

• You can instruct a TPP to access information on your account online.
• The TPP must be open and transparent about its identity and act in line with relevant legal and regulatory requirements.
• We will treat any instruction from a TPP as if it was from you.

Consent and Account Information

• If you consent, we will give the TPP access to your account information, specifically recent transactions and outstanding balances.
• The TPP will not be permitted to change any of your preferences or Direct Debit information.

Security Measures

• While sharing your login credentials is generally discouraged, a TPP may ask for them if it is necessary.
• All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator), so you must check that it is permitted by law to provide you with the expected services.
• The TPP should also agree with you that any sensitive or security details you provide will be stored securely and only used for the purposes you authorise.
• If you have consented to a TPP accessing your account data so it can provide account information services, you are asking us to share your personal information with the TPP that is reasonably required for it to provide you with its services. If you give your security details to an unauthorised TPP, we will assume it is you authorising us to allow them access to your account. If we become aware that an unauthorised third party is using your security details, we will block access to your account.

Withdrawal of Consent

• You can withdraw permission for a TPP to access your account data.
• You should notify both us and the TPP if you decide to revoke consent.
• Further access by that TPP will be blocked, but your account will remain active, subject to this agreement.

Once you check your eligibility for Black Horse FlexPay you can save your outcome by creating a username and passcode. You will then have 30 days to resume your application and complete the next stages.

We will send you a link to access your application on your registered email address. You can use this link to resume your application and go through the remaining steps.

Please look for an email from Black Horse FlexPay in your inbox.

If you did not save the outcome of your eligibility by setting up a username and passcode, you will not be able to resume your application and you may have to check your eligibility again.

To change your marketing preferences, visit the ‘Account Settings’ section in your FlexPay Online Account Manager under ‘Messages & Settings’.

Visit the 'Personal details' section in your FlexPay 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 you.

You’ll need to write to us with the reason you’re changing your name. You’ll need to provide your old and new signatures, along with original documents.

We’ll return everything as soon as we’ve finished with it. You may want to send documents by recorded delivery so you can check they’ve reached us safely.

Divorce and civil partnership breakdown

• Divorce papers or Decree Absolute and a marriage or birth certificate or copy of Register of Corrections (Scotland) or Deed Poll (rest of UK) entry.
• Dissolved civil partnership papers.

Other situations

• English language marriage certificate.
• Civil partnership registration document (UK or overseas registered).
• Copy of Register of Corrections (Scotland) or Deed Poll (rest of UK) entry. Screenshots of online application aren’t acceptable.
• A statutory declaration, sworn or notarised by a solicitor or someone allowed to take oaths.
• Amended birth certificate.
• Equity card.
• Evidence of a bestowed or hereditary title (e.g. Lord), award (e.g. MBE) or qualification (e.g. PhD). Titles purchased online aren’t acceptable.

Double-barrelled names

To change to a double-barrelled surname, we’ll need to see your marriage certificate or civil partnership registration document where the names match those you want to use.

Please send these to: 

Black Horse FlexPay

PO Box 376

Lowton Way

Hellaby

SHEFFIELD

S98 1GQ

You’ll get a confirmation email once your instalment plan has been set up. There will also be a section in your monthly statement with details of all your current instalment plans. You can also view information on your instalment plans in your FlexPay Online Account Manager.

Yes, you can set up as many instalments plans as you like as long as you have at least 5% of your credit limit available after you set up a plan and you aren’t behind on your minimum payments. To set up an instalment plan, your basket total must be at least £100. Your basket total might need to be higher if you want to set up a long-term instalment plan. Minimum purchase value for offers may vary.

Yes, you can cancel your instalment plan at any time. Once you cancel your instalment plan, the amount you owe us on your instalment plan will be moved to your main balance within 1 working day and charged at your standard interest rate which may be higher than your current instalment rate.

You can cancel your instalment plan in your FlexPay account.

No, once you cancel an instalment plan you can't set it up again for that purchase.

If you need support, please call Customer Services on 0345 2680 831 or 01268 653744 if you're outside the UK. Lines are open Monday to Sunday, 8am to 8pm. 

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.

Black Horse FlexPay

PO Box 376

Lowton Way

Hellaby

SHEFFIELD

S98 1GQ

You'll find a copy of your credit agreement in your digital inbox.

Or you can call customer services on 0345 2680 831 or 01268 653744 if you're outside the UK to request a copy. Lines are open Monday to Sunday, 8am to 8pm.