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Frequently asked questions

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Who can apply?

To apply, you must:
• Be aged 18 or over.
• Be a UK resident (excluding the Channel Islands).
• Have a valid UK mobile number and email address.
• Meet our eligibility, affordability and credit assessment criteria.

Will applying affect my credit score?

Checking your eligibility won't affect your credit score because we initially carry out a soft credit check only. If you're approved and choose to proceed with your finance agreement, a hard credit search will be recorded on your credit file. If your application is declined, only the soft credit check will remain on your credit file.

How long does the application take?

Most applications take just a few minutes to complete, and the majority of customers receive an instant decision.

How do I make my repayments?

Your first payment is usually taken on the day of purchase. Your remaining repayments are then collected automatically by Direct Debit on a monthly basis, on a payment date you choose. If you prefer, we can also collect your repayments every four weeks. If you'd like to discuss an alternative repayment method, please contact us.

Can I pay off my agreement early?

Yes. You can settle your agreement in full at any time without paying any early repayment charges.

Can I change my payment date?

You can move your monthly repayment date by up to 7 days and, providing you still make your full monthly repayment, it will not be reported as a late payment to credit reference agencies. This change must be agreed with us by calling 0333 212 3914.
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If you choose to move your repayment date by more than 7 days, you risk your payments being reported as late, even if you make the correct payment under your revised payment date. Please note that agreeing an alternative repayment arrangement (date or amount) does not change the terms of your Credit Agreement or create a new agreement.

Can I withdraw from my finance agreement?

Yes. You have the right to withdraw from your finance agreement within 14 days of entering into it.
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Withdrawing from your finance agreement does not automatically cancel your purchase, and you may still be liable to cover the costs of the goods. What happens next depends on whether the retailer accepts the return of the goods or services.

If the retailer accepts the return
If you're entitled to return the goods or cancel the service, and the retailer accepts the return, any refund will normally be used to settle your finance agreement.
If you've already made repayments, any refund due will be paid to you by PayItMonthly, not the retailer.

If the retailer does not accept the return, or the goods or services cannot be returned
You can still withdraw from your finance agreement, but you'll remain responsible for paying for the goods or services. In most cases, the outstanding balance must be repaid to PayItMonthly within 30 days of your withdrawal.
This is because PayItMonthly will already have paid the retailer for your goods or services.

Need help?
If you're thinking about withdrawing from your finance agreement, or you're unsure how this affects your purchase, please contact us and we'll be happy to explain your options.

What happens if I miss a payment?

If you're worried about making a payment, please contact us as soon as possible. We'll always try to work with you to find a suitable solution.
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Late or missed payments may affect your ability to obtain credit in the future. Missed payments may be reported to credit reference agencies (CRAs). Repeated missed payments could result in a default being recorded on your credit file, which may remain there for up to six years. If you continue to miss repayments, we may also take steps to recover the outstanding debt in accordance with the terms of your Credit Agreement.

How do I manage my agreement?

You can view your agreement, check your remaining repayments and manage your account through your online customer portal.

Who do I contact if I need help?

Our UK-based customer support team is here to help. If you have any questions about your agreement or repayments, please visit our Support Centre or contact us directly.

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Frequently asked questions