FAQs
We’re continually updating our help pages. Check out our FAQs for more on business credit and charge cards.
Credit and charge card help
Performance
We want to be open on how our online servicing performs for customers – find the figures in our report.
Need help?
If you can’t find the answers online, you can contact us by telephone or by completing a call-back form for your query.
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Add an additional cardholder
To help speed up the process, please ensure you pick the correct form for your product:
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How to pay your bills
If you’re a small-to-medium-sized business and have access to online servicing, you can pay your bills here.
Log in, and on the right-hand side of the home page, click ‘Make payment’ under the ‘Payment details’ section. Then, enter your card details and the amount you’d like to pay. If you’d like to check payments you’ve already made, click on ‘Payment history’.
You can also set up a Direct Debit in online servicing if you’re the account holder – it’s the simplest way to manage your payments and pay your bill on time every month. Just go to ‘Payments’ in the top menu and select ‘Direct Debit’.
If you have a Relationship Manager at Barclaycard Payments, and have a bespoke agreement in place for making payments, please refer to them directly for guidance before making any changes.
Payment instructions by currency (corporate businesses only)
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How to login to Barclaycard Business online servicing
Barclaycard Business online servicing
To make managing your money easier at this time, you can do most of your everyday account management through Barclaycard Business online servicing 24/7. This service is available on desktop, tablet, or mobile - all you need to do is login.
You’ll find more information below on what you can do using the online service, plus some handy how-to instructional videos to help you get started.
New to Barclaycard Business online servicing?
If you’re logging in for the first time, just select ‘Not got your username?’ on the login page and follow the on-screen instructions.
You’ll need your PINsentry card reader to log in so keep this handy to enter your one-time authentication code when prompted. If you have a Barclays Bank account, you can also use Mobile PINsentry within the Barclays Mobile Banking app to generate a code.
How do I change my information on Barclaycard Business online servicing?
1. As an authorised signatory you can change your contact information, employee address, online password & account key through Barclaycard Business online servicing
2.From the homepage, click ‘Manage’ on the far right of the navigation bar
3. From the dropdown, select ‘Company details’
4. Scroll down to the ‘Employees’ section, and select your name from the right hand side ‘Administrators’ list
5. On this page, click the blue ‘Edit’ button next to whichever piece of information you wish to update
6. Confirm the new details and then press ‘Save’Can I promote someone to an Authorised Signatory on Barclaycard Business online servicing?
This can only be done if you are an Authorised Signatory.
1. From the homepage, click ‘Manage’ on the far right of the navigation bar
2. From the dropdown, select ‘Company details’
3. Scroll down to the ‘Employees’ section, and select the name from the right hand side ‘Administrators’ list who you would like to promote to Authorised Signatory
4. Underneath their name on the left hand side of the screen, select ‘Promote to an Authorised Signatory’ -
Transactions and statements
You can view, download and print statements within Barclaycard Business online servicing.
How do I view statements?
1. Login to Barclaycard Business online servicing
2. Select ‘Statements’ on the navigation bar
3. Scroll to the date of the statement required
4. Click ‘View’
5. From here, you can also download to Excel by clicking ‘Download .CSV’How do I download statements from Barclaycard Business online servicing?
1. Login to Barclaycard Business online servicing
2. Select ‘Statements’ on the navigation bar
3. Scroll to the date of the statement required
4. Click ‘Download’
5. A pdf copy of your statement will openHow do I view and print transactions?
1. From the homepage, click ‘Transactions’ in the middle of the navigation bar
2. From here, you can see your Recent, Pending & Declined transactions
3. If you wish to see previous transactions, click the dropdown arrow next to ‘Current activity period’
4. Scroll down and select the month of transactions you wish to see
5. To download the list of transactions, click the grey ‘Download.CSV’ box
6. This will download the statement into Excel
Once downloaded, you will be able to print the list of transactions -
Suspect fraudulent activity on your account?
Fraudsters are always looking for new opportunities to target your business – and now’s no different. But there are steps you can take to protect yourself from fraud.
If you suspect fraudulent activity on your account, please get in touch with us straight away on 0800 015 9059.
If you’ve been advised by our fraud team to fill in one of our fraud claim forms, you can download them here:
Physical Card Products form
Virtual Products form
Barclays US staff only form -
Changing your Barclaycard product
We know how quickly business needs can change. If your current Barclaycard credit or charge card is no longer right for you, we’d be happy to talk you through our alternative cards and help you find the right one. Just call us on 0800 008 008, we're available 24 hours a day, 7 days a week. Or request a call-back and we'll ring you back within 3 working days.
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MyControls
Keeping a close eye on your spending is essential for your business. Choose when and where your cards can be used with our new service called MyControls.
How do I suspend a card in Barclaycard Business online servicing?
1. From the homepage, click ‘Manage’ and then ‘Company Details’ on the far right of the navigation bar
2. Scroll down to ‘Employees’ and ‘Cardholders’ on the left hand side
3. Select the cardholder whose card you wish to suspend
4. Under ‘Employee Details’, click the grey ‘Controls’ tab which is next to the ‘General Details’ tab
5. From here, click the toggle under ‘Suspend a card’ to ‘Yes’
6. Press saveIf you are an administrator or authorised signatory, you can also restrict cards to UK only transactions, prevent cash withdrawals or online transactions, and apply purchasing restrictions from this page.
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Change of authorised signatories
Our online form allows you to add a director, partner or employee as an authorised signatory.
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Chargebacks – disputing a transaction
What’s a chargeback and what does it cover?
If you recognise a transaction but want to dispute it, you'll find everything you need to know here. There is some useful information below that might help you solve the problem quickly and indicate what information you will need to have ready when you contact us. If you do not recognise a transaction and you suspect fraudulent activity on your account, please get in touch with our Fraud team straight away on 0800 015 9059.
Chargeback is a type of protection for customers – if you buy an item or service with your Barclaycard and it’s delivered damaged, doesn’t arrive, or you’re charged the wrong amount, you can ask us to reverse the transaction.
A chargeback is different to Section 75 which is a legal requirement – chargeback is part of the card scheme that major card providers like Visa and Mastercard sign up to.
To be eligible, you will usually need to let us know within 120 days if there’s a problem with your transaction.
What does it cover?
- Purchases you bought with your Barclaycard
- Purchases or Services you never received
- Items delivered damaged or not as described
- Goods that don’t arrive because the company has gone into administration
- When you’re charged the wrong amount for an item
Things to check before submitting a claim
Have you contacted the retailer?
Before contacting us if you can identify the business, company or person behind the charge, approach them first. This will give them the chance to resolve the dispute for you. In many cases the retailer can resolve your issue much faster than we can. However, if your attempts have been unsuccessful, please keep a note of any contact (or attempted contact) you made, and what happened. You will need to give us these details to help your claim.
If there is something on your statement you don’t recognise, there are a few things you can do to try and help you identify the transaction. You could try using a search engine to see if any more information is available about the merchant as the registered business location may be different to where the payment was made. Also is anyone else in the company authorised to use this card who may have made the transaction?
Has the money left your account?
In order for us to help, most transactions have to be fully processed and no longer pending in order for us to dispute them.
When did the transaction take place?
We can help investigate transactions that took place in the last 120 days. In some cases, we can look into older transactions.
What happens once a dispute is raised?
We may contact you if we need to know more about your dispute. We'll do this as fast as we can, but industry rules mean the merchant has up to 45 days to respond to our request.
We may need to ask you for some more information based on the retailer's response. This could include:
- evidence of your attempts to cancel the transaction or return the goods
- a receipt or invoice
- the retailer's terms and conditions
- evidence of the retailer’s rejection of your dispute
While we’re looking into it, we will pause any interest or fees on the transaction and won’t include it in your monthly payment amount. If your dispute isn’t successful, we’ll add the transaction amount back to your account.
How to dispute a transaction
Call Customer Services on 0800 008 008 and we’ll do our best to help. We're open 24 hours a day, 7 days a week or alternatively use the web form and our disputes team will be in touch.
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Reporting a lost or stolen card
If you've misplaced your card or think it’s been stolen, please contact us by filling in our contact form.
You can also freeze your card using MyControls on Barclaycard Business Online Servicing.
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Change of legal name
Complete this form to update your legal name.
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Insurances
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How to appeal against your lending decision
The appeals process
Our Business Card appeals process enables you to appeal against a lending decision if you've been declined or aren't completely satisfied with the terms of our offer.
Informing you about this process is part of our commitment to supporting you and your business. The process is monitored by an independent, external auditor to ensure that it's fair and effective.
When can I appeal?
You can appeal if your application was declined and:
You can also appeal if your application was approved but you’re not satisfied with the limit of credit granted. This excludes the costs of borrowing, agreed fees and standard terms we apply to the Business Card facility.
How do I appeal?
Appeals need to be made within 30 days of the original decision about your Application. Make sure you outline your reason for appealing and include any additional information to support your case.
Please submit your appeal in writing to Department MRM6, Barclaycard Commercial, 1234 Pavilion Drive, Northampton, NN4 75G
Who reviews my appeal?
Your appeal will be reviewed by an experienced lending specialist within Barclaycard who was not involved in the original decline decision to make sure the appeal is handled objectively and fairly.
How long does it take to get a decision?
We’ll respond within 30 days of your appeal with written notification.
What can I do if I’ve already appealed unsuccessfully?
If you’ve appealed a decision unsuccessfully, you have the right to make a formal complaint to us.
We take our role as responsible lenders very seriously and are committed to working with you to find other sources of funding. This includes a wide range of free support services to help you make the most of your existing resources.
Alternative sources of finance
Although Barclaycard Business may be unable to support your borrowing request at this time, there are alternative sources available to small and medium businesses.
You may want to consider approaching a local Community Development Financial Institution (CDFI), which can be contacted at www.cdfa.org.uk.
Other options include finding a business mentor to provide support and guidance at www.mentorsme.co.uk and general advice at Better Business Finance. -
Compare the cost of spending abroad
To help you understand the costs of using your card abroad, we’ve put together comparison tables of our current exchange rates for certain currencies based on whether you're a small business customer or a corporate customer. These are a mark-up against the rate published by the European Central Bank at the time you check. It might take a day or two for your payment to be processed, the rate shown and the rate you are charged might be different. However, we don't expect the difference to be significant.
The Visa rate is updated daily at approx. 10.10pm.
The European Central Bank’s rate is updated daily at approx. 3.10pm.
The Mastercard rate is updated daily at approx. 8.10pm. -
How to set up a Direct Debit
A Direct Debit is the simplest way to manage your payments and pay your bill on time every month.
You must be the account holder to set one up. You’ll also need the bank name, account number and sort code of the account you’re paying from.
Online
The quickest way to set up your Direct Debit is in Barclaycard business online servicing. Once you’ve logged in, just go to ‘Payments’ in the top menu and select ‘Direct Debit’.Or you can fill in our online form.
Over the phone
If you prefer, you can call us on 0800 008 008 and we’ll set it up for you. Our lines are open Monday to Friday, from 9am to 5pm.