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Frequently Asked Questions

What is the Refund Exercise?

We have recently undertaken a review of our procedures for issuing loan agreements following the introduction of new rules governing consumer credit.

It means that for some customers we may have lent them more than they could afford. Where this is the case, we are making the ‘unaffordable’ portion of their loan(s) interest free.

As part of our recent review we identified a problem within our administration system where, for some customers between 1st January 2013 and 1st April 2015 we may have charged additional default fees and interest on those fees in error.

How will I know if I am affected? Or What should I do next?

We are currently writing to customers who have been affected by the changes in lending regulations with details of their refund. This process is still underway and so it is possible that your refund letter has not been sent yet. Please be assured that we are working hard to get this to you as quickly as we can.

If you would like to contact us, our teams are on hand to answer any questions you may have.  You can email  us at or call us on 0330 024 1642.

What are short term loans?

A short term loan is designed for emergency or unexpected expenses. They are used as solutions to short term cash flow emergencies. Loans are repaid, with accrued interest, over 1 to 12 Instalments.

Short term loans should only be used for short term financial needs and are not appropriate for longer term borrowing or if you are in financial difficulty.



How much can I borrow?

With Payday Express you could be approved from £100 - £2,000³. Subject to status and affordability.

What is the lending criteria?

To be eligible for a loan you will need to:

  1. Be over 18 years old
  2. Be a UK resident
  3. Be in permanent employment, receiving a pension or disability benefit/living
    allowance in the UK
  4. Receiving a minimum of £417 a month after tax directly into a bank account that has a debit card
  5. Meet our credit and affordability assessments
Can I apply if I am paid by cash or cheque?

Unfortunately we cannot lend to you if you are paid by cash or cheque. Your wages need to be paid into your bank account via bank transfer.

Do I need to have a debit card?

Yes you do, we cannot lend to you unless you have an active debit card that links to your salary account.

Do I have to be a homeowner?

No you don’t have to be a homeowner, however you must have a fixed UK address.

Do you accept applicants of any nationality?

Of course, as long are you are living and working in the UK.

Do you lend to people who are self-employed?

We require your wages to be paid directly into your bank account, so unfortunately we cannot lend to you if you are self-employed.

Do you lend to people in part-time employment?

Yes we will consider your application, as long as you are earning £750 or more per month after tax providing you meet our lending criteria, credit and affordability assessments.

Can I still have a loan if I am paid weekly?

Yes we will consider your application if you are paid weekly. Don’t worry, we will not require payment(s) from you until your fourth payday after you have received your loan, and every four weeks after if your loan is to be re-paid in more than 1 instalment.

Can I repay my loan early?

Yes, if you would like to repay your loan early you can do so at any point. Repaying your loan early will reduce the total amount of interest you have to pay. You can call our customer services team on 0800 652 4661¹ to get an early settlement figure.

Can I have a loan if I am unemployed?

We are not able to consider applications unless you are receiving a minimum of £417 per month after tax either from permanent employment or from a pension or disability benefit/living allowance.

My salary is paid into someone else’s account, can I still apply?

We can only lend to you if your salary is paid into your own account. You will also need to have a debit card linked to that same account.

I am a first time customer, how do I apply?

At Payday Express you have a one page application form that is straight forward to complete. Once we have carried out our credit and affordability assessments, we will tell you if you have been approved.

Upon approval you will be asked to:

  • Complete your bank and debit card details
  • Read through the important pre-contractual information and the terms and conditions of the loan agreement
  • If you are sure you want to proceed, you will then be asked to electronically sign your loan agreement
I am an existing customer, how do I apply?

If you have had a loan with us in the past, go to the account management page of our website and complete the brief application form. All loans will be subject to our credit and affordability assessments.

When will I receive my loan?

The majority of our customers will get their money transferred on the day they apply. However, as a responsible lender, we may take additional steps to verify your details following the submission of your application and agreement.

If we need to contact you to verify any details, your funds will be transferred after successfully verifying these during our working hours of 8am to 7pm Monday to Friday or 9am to 4pm on Saturdays. Subject to any final checks, applications completed prior to 5pm on a working day should still be transferred the same day, and those made after this time will be transferred by the following working day. We deposit all our loans using Faster Payment Service2, which means you could have the money in your account within 2 hours, but should be cleared by midnight. Some banks may not accept Faster Payments. This is subject to final checks (or next working day if application is received after 5pm). This is free of charge.

Please note, if we are unable to complete the necessary verifications, it may result in a delay in the transfer of the funds to your account, or even a retraction of the loan offer.

We will contact you (via email, text or phone call) to advise when your funds will be transferred to your bank.


Am I charged when the loan is deposited into my bank account?

There is no charge for depositing your loan.


Will you need to contact my employer?

We may need to contact your employer to verify your employment, however we will never disclose who we are, why we are calling or where we are calling from.

If possible, please apply with a direct telephone number for your place of work. We will only ever use this to verify your employment.

If we cannot verify your employment then there is a chance that we may need to see a bank statement showing your most recent salary crediting your account.


Do you carry out credit checks?

We will carry out credit checks on all applicants. These checks help us to verify the information you have provided on your application form and make a lending decision.

What are the implications of a credit check?

Your credit history may affect our decision. You can help by making sure the information on your application form is accurate. We try to consider all circumstances fairly but we may not always be able to offer all applicants a loan, even if you have borrowed with us before. If we decide that we cannot enter into a loan with you the fact that you have applied for a loan may be recorded on your credit file.

If you are concerned about your credit report there are several companies, which may offer you the chance to see it for free, such as Experian Credit Expert.



If I apply before my next payday, am I expected to repay the loan immediately?

Don’t worry, we understand that our customers could require a loan at any time of the month. If you apply for a loan with Payday Express 1-14 days before your pay date your first repayment won’t be until your following pay date

For example: If you received your income on the 28th of every month and apply for a loan on 22nd August, your first repayment will be the 28th September.


How much does a loan cost?

Daily rates range from 0.36% to 0.8% (dependent upon term length), which means you will pay between 36p to 80p per day per £100 borrowed.

What is Continuous Payment Authority (CPA) and how does it work?

A CPA is a type of automatic payment that you can set up using your debit card. The authority is linked to the bank account that your debit card is linked to.

A CPA authorises us to withdraw sums from your nominated bank account using a debit card in line with specifically agreed terms. These are fully disclosed and agreed through the loan application process.

Once agreed by you, a CPA allows us to take a series of agreed payments using your debit card without having to seek express authorisation for every payment. CPAs are often also used to collect renewal payments for things like vehicle breakdown services, insurance policies, gym memberships, mobile and broadband services or magazine subscriptions.

CPAs provide an efficient and convenient payment method for you. It is important, however, that you are fully aware of the commitment you are entering into when applying for and accepting the offer of a loan from Payday Express.

Payday Express does not accept CPAs linked to credit cards.


How will you use Continuous Payment Authority (CPA)?

We will take payment(s) on the contractual date(s) using CPA. If your payment(s) fail(s), you will be able to contact us and make an agreement to use CPA for an amount less than the full balance as stated in your agreement (you will still owe us the remaining balance).

We will notify you of any failed payment(s).

So remember that we will be using this authority when managing the finances in your bank account. If you don’t this could lead to you incurring charges from your bank.

How can Continuous Payment Authority (CPA) be cancelled?

You can cancel your CPA with the bank or card provider or by contacting us directly on 0800 652 4661¹. If you advise the bank or card issuer and they have stopped permission for the payments you should also notify us.

Payment(s) taken prior to cancellation being received will only be considered for full, or part, refund at the discretion of Payday Express.

If you cancel your authority for the repayment of your loan with us, you will still be responsible for paying any money that you owe including any charges which may accrue. You will need to arrange an alternative means of repayment.

You are responsible for ensuring that any payments sent to us by any means reach us in time for these to be cleared into our bank account and allocated to your loan by the payment date(s).

How much do I have to repay?

You will have to pay back the full amount of credit and interest on your agreed repayment date(s) as detailed in your pre-contractual information and your loan agreement.


What happens if I can't make a payment?

We understand that your personal and financial circumstances can change. If this is the case, you must let us know as soon as possible and we will do our best to help. You can contacting us on 0800 652 4661¹.

It is important to get in touch if you believe you will not be able to repay. Missing payments may have severe consequences including making access to credit more difficult, and/or more expensive in future. When you borrow from us, we may give details of your account status and repayment history to Credit Reference Agencies (CRAs).

If you borrow and do not repay in full and on time, CRAs may record the outstanding debt, which could, in turn, adversely affect your credit history file at the CRAs.

If you are experiencing financial difficulty, please click here to find information on non-fee charging agencies that can provide independent advice.


Can I choose my repayment date(s)?

Repayments will be aligned to your pay date(s). If for some reason this may vary, please let us know and we will endeavour to accommodate your requirements.

Will I get charged fees for late payment?

No, Payday Express do not charge fees on late payment. If you think that you will be unable to repay your short term loan however you need to contact us as soon as possible on 0800 652 4661¹ so that we can discuss the options available to you.

It is very important that you respond to our attempts to get in touch as if we cannot contact you, we have no way of knowing why you have not repaid. If you consider yourself in financial difficulty, then the earlier you get in touch the sooner we can help you.



What do I do if my payday or debit card details have changed?

If your pay date has changed, or you have a new debit card, please contact our customer services team on 0800 652 4661¹ or click here for Instant Messaging Support as soon as possible and we will make the necessary changes.

What do I do if I have changed my mind?

You can withdraw from your agreement without giving a reason. Your right to withdraw starts on the day after the agreement is made and continues for 14 days.  If you wish to withdraw from the agreement you will need to notify us in writing by email or post or by calling us on 0800 652 4661¹.

If you would like more information about your right to withdraw or have any other questions, please do not hesitate to contact us.

Any other queries?

If there is anything else you need help with or any questions we haven’t covered, then please call us on 0800 652 4661¹ where a member of our customer service team will be happy to help. Alternatively you can email us at

For more details or to contact us now, please visit our contact us page.


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