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Help Centre

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All Questions

Applying For A Loan
Finding The Right Loan
Can I apply for a short term loan?

To apply for a loan with us you need to be:

  • Be over 18 years old
  • Be in permanent employment
  • Receive more than £417 net per month
  • Have a bank account with a valid debit card
  • Meet our credit criteria and affordability assessment

Click here to apply online.

Please note all loans are subject to lending criteria, a credit check and an affordability assessment.

How much can I borrow?

With Pay Day Express you could be approved for a loan amount between £100 and £2,000. Please note that all loans are subject to lending criteria, a credit check and an affordability assessment.

Click here to apply online.

How will I know which loan term is most suitable for me?

We will assess your affordability and present you with your available offers. Only you can decide which loan duration is most suited to your financial needs; we will ensure you are only offered options based upon our affordability assessments.

Click here to apply online.

How much does a loan cost?

The cost of your loan will be dependent on the amount that you borrow and how long you would like it for. Our interest is charged at a daily rate.

Representative Example: £300 borrowed for 3 months. Annual interest rate of 292% (fixed). Total amount repayable is £450.09 in 3 monthly instalments of £150.03. Representative 1149% APR.

We do not have any other fees and no hidden costs.

Click here to go to our online application page which shows an example of how much a typical loan costs.

Getting your money
How do I apply for a loan and what information do I need to start?

To apply for a loan now, please click here and follow the instructions.

When filling in our online application form you will need the following information:

  • Your name and address
  • Your date of birth
  • Your contact telephone numbers and email
  • Your employment and/or regular income details
  • Your monthly expenditure information
  • Your bank account and debit card details
How do I get my documents to you?

You can submit your documents to us by logging in online. Once you are logged in to the online Account Management area , you will be able to view the documents that are required to support your application.

Once these have been received by our customer validation department, they will be processed on a first come first served basis.

We will contact you by email once these have been processed.

How long does it take to get money into my account?

If you are applying for a loan online then the majority of our customers will get their money transferred on the day they apply. We deposit on the hour every day, throughout the day.

New customers must complete their applications before 3pm for a same day deposit.

Click here to apply online.

All loans are subject to lending criteria, a credit check and an affordability assessment.

Why might my loan application be rejected?

All of our loans are subject to lending criteria, a credit check and an affordability assessment. Sometimes, as part of these checks applications are rejected.

If you would like more information about your credit file, you can contact one of the following credit reference agencies:

http://www.experian.co.uk/

http://www.callcredit.co.uk/

Credit Related Queries
Do you do credit checks?

Yes, we credit check all of our customers in order to ensure we lend to you responsibly. If you have any further queries regarding your credit file you can contact Experien or Call Credit using the below contact details.

http://www.experian.co.uk/

http://www.callcredit.co.uk/

Can I apply if I have bad credit?

All loans are subject to lending criteria, a credit check and an affordability assessment. We look at each application based upon your recent circumstances.

If you are concerned about your credit report below are some credit reference agencies that you can contact or review your credit file with.

http://www.experian.co.uk/

http://www.callcredit.co.uk/

Please remember that free, impartial debt advice is available to you. Below are some debt advice organisations that specialise in assisting customers who are in financial difficulty.

Citizens Advice www.adviceguide.org.uk Please visit their website to find contact details for your local bureau
National Debtline www.nationaldebtline.co.uk 0808 808 4000
Step Change www.stepchange.org 0800 138 1111

Warning: Late repayment can cause you serious money problems.
For help, go to moneyadviceservice.org.uk

Repaying A Loan
Paying for your loan
How do I make a payment?

We usually take payment automatically from your debit card you provided when you applied.  If you have a new debit card then please contact us on 0800 652 4661 and we will be able to update this information for you. If you no longer have a debit card, you can also call us to make alternative arrangements to pay us back.

What payments can I make early?

You can make a payment early at any time by logging into your online account by clicking here.

Do I pay less if I settle my balance early?

Yes, we charge interest by the day so if you want to settle your loan early you will only pay interest on the amount of days you have the loan for.

You can make a payment early at any time by logging into your online account by clicking here

When might I be contacted by you?

We may try and contact you whilst your loan is outstanding. This is to ensure we have the right information for your repayment and that you are still in the position to make your payment on the scheduled due date, or if you go into arrears. 

Changes In Circumstance
Can I change my repayment date?

If you need to change your repayment date, please click here to speak to a member of our customer service team: Live Chat Now.

Alternatively you can call us on 0800 652 4661.

What happens if I cannot afford to pay you?

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.

If you are having problems making a payment please contact us on 0800 652 4661 and we can discuss your payment options.

Please remember that free, impartial debt advice is available to you. Below are some debt advice organisations that specialise in assisting customers who are in financial difficulty.

Citizens Advice www.adviceguide.org.uk Please visit their website to find contact details for your local bureau
National Debtline www.nationaldebtline.co.uk 0808 808 4000
Step Change www.stepchange.org 0800 138 1111

Changing Your Details
How do I update my contact details?

If you wish to update your contact details with us, you can log into your Account Management area. Its really simple to use, just click on 'Update Details' at the top of the page and you will be able to update your information.

Please click here to go to our login page.

How do I update my payment details?

If you would like to update your payment details please call us on 0800 652 4661.

My surname has changed - what do I do?

We may require supporting documents (e.g. Deed poll certificate or marriage certificate) as proof of your name change.

All you need to do is send us a copy of your proof of name change, you can do this simply by attaching them to an email and sending it to documents@paydaycontact.co.uk

Please remember to confirm the full name we currently hold for you, your full address including postcode and your date of birth. This will help us to find your account quickly and get your details updated.

My payday has changed, how do I update this?

We only need to update your new payday if you are applying for a new loan with us or you would like us to change the date we take your repayments.

Please call us on 0800 652 4661 to update this information or use our Live chat service by clicking here.

Other General Questions
Help Logging In
How do I log in?

Please ensure that when logging in you use the email address you registered with us, your date of birth should be in the following format dd/mm/yyyy and then the password you used previously. This must include a capital letter, a number and be a minimum of 8 characters in length. If you have forgotten your password you can use the forgotten password link by clicking here.

Why can't I login?

There can be a number of reasons why you are unable to login to your online account.

Please ensure that when logging in you use the email address you registered with us, your date of birth is in the following format dd/mm/yyyy and the password you used previously.

The password must:

  • Include a capital letter
  • Include a number 
  • Be a minimum of 8 characters in length

If you have forgotten your password you can use the forgotten password link by clicking here or calling us on 0800 652 4661. If that still doesn't work then please click the Live Chat link here to connect with one of our customer service representatives. Our opening hours are Monday to Friday 8am until 7pm and 9am until 4pm on Saturdays.

Refund Exercise
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 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 by the refund exercise and 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 the team handling this directly at CET@dfconline.com

Other
What if I change my mind about my loan application or received loan?

Please click here to use our Live Chat facility and one of our agents will be able to cancel your application for you.

If you have already received your loan and executed agreement and would like to withdraw, you can do so upto 14 days after you have received your agreement. You will need to repay the principal amount we lent you plus any interest you have accrued to date.

Please click here to speak to one of our Live Chat advisors who will be able to take the payment to cancel your loan for you or call us on 0800 652 4661.

How do I find my reference number?

Your reference number can be found on your original executed loan agreement, sent via email after your funds have been deposited.

If you still cannot locate your agreement number then please click here for loans taken online to use our Live Chat facility, one of our agents will be happy to help. Alternatively please call us on 0800 652 4661.

My question still isn't answered

If you cannot find the answer to your question in our Help Centre, then please either click here to use our Live Chat facility or email us at customersupport@paydayexpress.co.uk. One of our customer service representatives will be happy to answer your questions.

Alternatively please call us on 0800 652 4661.

Statutory Notices
Why are you writing to me?

We have identified that we failed to issue some Statutory Notices on certain accounts when they were required. Therefore, we have now issued these notices to rectify our error.

Why have you not done this before?

This review has recently been completed which is why you have received a letter now.

What letters may I receive?

There are a total of three letters you may receive;

  1. Notice of Sum in Arrears – This letter should have been issued when the account reached the value of two instalments in arrears. The letter advises of the total amount of arrears on your account at that point. In addition, an FCA leaflet is provided giving some helpful advice.

  2. Subsequent Notice of Sums in Arrears – This letter should have been issued six months following the Notice of Sums in Arrears. The letter advises of the total amount of arrears as well as any transactions applied onto the account since the Notice of Sums in Arrears. In addition, an FCA leaflet is provided giving some helpful advice.

  3. Statement of Account – This letter should have been issued 12 months from the loan deposit date (Fixed Sum Agreements only). The letter shows any transactions applied onto the account since the loan was granted.

What does this mean to me?

During the period of time that notices were due but not sent, interest should not have accrued. Therefore, depending on your individual circumstances, an ‘Interest Waiver’ may have been applied onto your account and your Credit File updated to remedy this.

What is an ‘Interest Waiver’?

An ‘Interest Waiver’ is the removal of previously charged interest from an account.  

How do I know if I have had an ‘Interest Waiver’ applied onto my account?

If you have had an ‘Interest Waiver’ applied onto your account your balance will be reduced accordingly, and this will be visible on the transactions on a ‘Subsequent Notice of Sums in Arrears’ and ‘Statement of Account’.

How did you calculate my ‘Interest Waiver’?

We have waived any interest accrued on your account following the date we were required to have sent you the notice.

What happens to my Credit File?

Where appropriate, we will update your Credit File to ensure any amendments have been reflected with the Credit Reference Agencies.

I have an Individual Voluntary Arrangement (IVA). What do I need to do?

You should let your Insolvency Practitioner or Trustee know that you have received this ‘Interest Waiver’ and advise them your outstanding balance has reduced.

I have been declared Bankrupt, what do I need to do?

You should let the Official Receiver or Accountant in Bankruptcy know that an ‘Interest Waiver’ has been applied and your outstanding balance has reduced.

The person you have written to is deceased. What do I do?

Please accept our condolences. Please contact our team using the details provided within the letter and we can explain the information we might need from you.

Do I need to take any further action?

We are looking at all accounts and applying the appropriate waiver therefore you don’t need to contact us in relation to this matter. The Statutory Notice(s) you receive will contain important information for you to consider. You should read these notice(s) carefully and consider the appropriate action to take in relation to any outstanding balace you owe.

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IMPORTANT! CREDIT IS SUBJECT TO STATUS, AFFORDABILITY AND CREDIT CHECKS – VISIT FREQUENTLY ASKED QUESTIONS? FOR MORE DETAILS.