Frequently Asked Questions

All you need to know about Credit Cards

Applying for an AA Credit Card


Who can apply?

Anyone who is a UK resident aged 18 or over with a UK bank or building society account.

How long does it take to get a decision on my application?

If you apply online from 8am to 8pm Monday to Thursday, 8am to 5pm on Friday you could get an instant decision. However, some applications will need to be referred to a Credit Analyst to be reviewed before a decision can be made. If your application is referred, and for all other apllications, you should hear from us within seven to ten days.

Is applying online for an AA Credit Card safe and secure?

The application form is secured with 128 bit SSL encryption. This is the industry standard software which prevents anyone else but MBNA Europe, on behalf of the AA, from viewing your personal details.

Once I receive my card how am I protected against fraudulent use?

There is no liability or excess to pay for theft, loss or fraudulent internet use – as long as you tell us soon as your card cannot be found or you notice any unusual transactions on your account.

Can I have an additional cardholder on the account?

With the AA Credit Card you can have up to three additional cardholders on your account at no extra charge. You can do this once you enrol for Online Card Services. You are able to add one extra cardholder during the application process. Any additional cardholder must reside at the same primary address, and have a relationship of close family member (defined as: spouse, parent, sibling or domestic partner). The main cardholder is responsible for any transactions made by any additional cardholder.

Using your AA Credit Card


Can I view my account details online?

You can access your account details via theAA.com/managemycard. With this service you can:

  • pay your bill
  • view your pin
  • view your account details, including balance, available credit, recent payments and transactions
  • transfer a balance and pay other bills
  • request a credit limit increase, credit card chequebook, PIN and more

How do I transfer a balance?

The easiest and quickest way to do a balance transfer is to complete the request as part of the application process. You can also transfer a balance once you have registered with our Online Card Services facility 24 hours a day, or call us on 0800 917 8596.

Where can I use my AA Credit Card?

Your card is accepted at retail outlets and ATMs in most countries throughout the world. For up to date information or advice on using your credit card worldwide or to withdraw cash, please call our Customer Satisfaction Helpline, available 24 hours a day on 0800 917 8612.

How can I protect my AA Credit Card repayments?

If you are unable to work due to accident, sickness or unemployment, LifestyleProtect could pay your minimum monthly credit card repayment (based on your claim event date balance) until you return to work. LifestyleProtect also covers you for a variety of Lifestyle Events and could pay your minimum monthy credit card repayment for three months. For further details please refer to the policy summary. LifestyleProtect costs 79p per £100 of your statement balance. It's simple to add LifestyleProtect to your account while you are completing your application.

AA Credit Card reward points


What are card purchases?

Card purchases include all purchases you and any authorised user(s) make with your credit card, and exclude balance transfers, credit card cheques, cash (for example at ATMs and over the counter), foreign currency, traveller's cheques, postal orders, gambling transactions and electronic transfers of cash.

Is there a limit to the number of reward points I can earn?

No. You can continue to earn reward points throughout the year, and carry them forward from one year to the next. Reward points expire after two years.

Who can redeem my reward points?

Primary cardholders and additional cardholders may redeem reward points.

When will my reward points expire?

Reward points expire two years from the end of the month in which they were earned.

How will I know how many reward points I have accumulated?

Your reward points total appears online when you log onto your Online Card Services account. It will also be shown on your monthly credit card statement.

Can I combine my reward points with any other scheme?

No, reward points may not be combined with any other programme.

How do I access my rewards programme?

You need to be enrolled in Online Card Services. Once enrolled you simply need to log in and click on the 'Rewards' link on your online summary page. This link will take you to your rewards website where you can view and redeem your reward points.

What happens if Online Card Services or my reward site isn't working?

If the website isn't working you can redeem your reward points over the phone by calling our dedicated Reward Points Help Desk on 0845 604 5638 from 8am to 5pm Monday to Friday.

Redeeming your reward points


What kind of rewards can I use my reward points for?

You can redeem your points for a number of AA products, including AA Breakdown Cover, shopping vouchers, merchandise, experiences, and more.

How can I redeem reward points?

Log in to your Online Card Services account and click on the 'Rewards' link on your summary page to view the rewards available and order online. It should only take a few minutes to redeem your reward points.

Do shopping vouchers have an expiry date or any other restrictions?

No. There are no expiry dates on the vouchers.

Which retailers are offering shopping vouchers on my rewards programme?

You can redeem your reward points for wide selection of high street vouchers. For a full list see the voucher section on the rewards website.

Are shopping vouchers transferable?

The shopping vouchers are not personalised and may be given or sent to someone else.

When earning points on fuel, do I have to use a specific filling station?

You can earn points on fuel with any AA Credit Card purchase when you fill your car with diesel, petrol or LPG Autogas from any petrol station (including supermarket petrol stations).

Which AA products can I earn points on?

You can earn points on any AA products and services advertised on theAA.com website, (excluding AA Getaways) that are bought directly from the AA.

When can I expect my cash back, once I have redeemed it?

Cash back will be applied to your AA credit card account within 28 days of redemption.

Can I redeem for Reward items using part points and part cash?

Yes. Where the cash top-up option is available, simply select the amount you would like to pay in cash. (This top-up function is only available with payments made on your AA Credit Card).

Are there any reward items I can't use cash top-up for?

Yes. Cash top-up cannot be used on cash back or vouchers.

When will my reward items be delivered?

Reward items will be delivered within 35 days of your order. Shopping vouchers will be dispatched within two working days.

Are delivery charges included in my reward redemption order?

All reward prices include a delivery charge. Some reward items will give you an option to collect from an Argos store; if this option is available it could reduce the overall price.

Which AA products can I redeem my points for?

You can redeem your points on a range of AA products including new AA Home and Car Insurance policies, AA Breakdown Cover, and travel guides and maps.

How can I redeem reward points on AA Insurance?

If you wish to use your reward points on either AA Home or Car Insurance and have selected to do so, then a voucher will be sent to you in the post. This voucher will have a unique code. Once you have decided to buy insurance please call the telephone number that appears on your voucher or on the AA website. You'll be asked to quote your voucher code by the operator, and the monetary value will be deducted from the cost of your insurance.

What happens to my points once I have redeemed them?

Once you have chosen the products or services you wish to use your points on, the points will be deducted from your point total and will be shown on your statements and Online Card Services pages. You can start collecting points again once you resume spending on your AA Credit Card.

How can I redeem reward points on AA Breakdown Cover?

If you wish to use your reward points AA Breakdown Cover and have selected to do so, then a voucher will be sent to you in the post. This voucher will have a unique code. Once you have decided to buy AA Breakdown Cover please call the telephone number that appears on your voucher. You'll be asked to quote your voucher code by the operator, and the monetary value will be deducted from the cost of your breakdown cover.

Online Card Services security


How secure is my information on Online Card Services?

One of our highest priorities on Online Card Services is to ensure your personal information is secure by employing the most advanced online security measures in the industry. These include

  • state-of-the-art encryption of all data transmitted between your computer and our secure site
  • MBNA requires 128-bit SSL to maintain the highest encryption standards throughout our site and protect your online account information
  • secure communications through our website's coordinated set of electronic forms, available in the 'Manage Account' tab
  • a unique user name and password system for authentication purposes

What steps can I take to ensure the security of my account information?

There are several things you can do to protect your Online Card Services account:

  • never reveal your user name and password to anyone
  • change your password frequently using the 'Change Password' function
  • always log off from Online Card Services before walking away from your computer
  • always log off from Online Card Services before accessing other websites

How does encryption work – and what's the difference between 40-bit and 128-bit encryption?

Encryption software encodes data before it is transmitted over the Internet to another computer. Most major commercial browsers include encryption software.

Two of the most widely used encryption levels are 40-bit and 128-bit, and many browsers today offer both.

Online Card Services requires 128-bit encryption, because it provides the most secure level of web browser encryption available on the Internet today. In fact, it's more than 300 x 1024 times more secure than 40-bit encryption. With 128-bit encryption, you can use Online Card Services with confidence.

What is Secure Sockets Layer (SSL) protocol?

SSL, the leading security protocol on the Internet today, was developed by NetscapeTM and is used with its Navigator browser. This protocol allows for the secure transmission of information submitted by a user from a desktop computer to a website, and vice versa.

How do I know if my browser's encryption is working when I am online?

An icon such as a closed padlock or a key will be displayed in a corner of your browser's window when an encrypted connection is active. Open padlock or broken key icons indicate that your connection is not encrypted.

What happens if I forget to log off?

For security reasons, Online Card Services becomes disabled after long periods of inactivity, and the system will automatically log off. If this happens, you will be required to repeat the log on procedure. We encourage you to use the log off function for maximum security when you're finished with the system or if you walk away from your computer.

Who has access to my account information?

Main cardholders and additional cardholders have access to account information via Online Card Services.

Credit card security


How can I keep my credit card secure?

Always keep your AA Credit Card under your control when making a purchase. Always sign your credit card immediately on receipt.

What is 'chip and PIN'?

To find out how 'chip and PIN' affects you, visit www.chipandpin.co.uk.

To securely view your credit card PIN, click on the 'PIN' tab and follow the online instructions.

How do I keep my PIN (Personal Identification Number) and password secure?

Never disclose your PIN or Online Card Services user name or password to anyone. If you receive a telephone call claiming to be from MBNA, asking for these details, report this immediately on 0800 917 8612.

How do I keep my credit card and credit card cheques safe?

Always keep your credit card and credit card cheques separate.

What shall I do with my credit card statement?

Always check your monthly statement online against receipts from cash machine withdrawals and credit card transactions.

What about buying over the Internet?

When using the Internet, be aware who you are disclosing your personal and card details to. If you have any concerns, telephone the merchant to reassure yourself that it is legitimate before giving your card details.

What if my card is lost or stolen?

Keep a separate note of our freephone and reverse-charge contact numbers in case your card is lost or stolen. If you suspect that your credit card cheques have been lost or stolen or that someone else knows your PIN, contact us straight away on 0800 917 8612 (UK).

What if I move house?

If you are moving house, even temporarily, remember to advise us. Correspondence from your credit card account could contain items of value, such as plastic cards.

Managing your credit card account with Online Card Services


Do I have to enter the enrolment information each time I log on?

No. After you have completed the enrolment process and selected a unique username and password, using Online Card Services is easy. Simply enter your user name and password to log on and access the site's services.

What is the maximum number of accounts that can be registered?

There is no limit to the number of AA accounts you can register.

Can I register additional AA accounts onto Online Card Services?

Yes, you may register additional AA accounts through the 'Register Additional Account' screen. You will need to complete the following fields:

  • your credit card number
  • the security code found on your card
  • date of birth

The following fields should be completed with information provided by the main cardholder:

  • balance on last statement
  • credit limit
  • date of last statement
  • last six digits of your home telephone number

How do I remove an account from Online Card Services?

Follow the instructions on the 'Remove Account' screen. Following this procedure will not close the account – the account will simply be removed from Online Card Services.

How will I know that the account has been removed?

You will receive a confirmation of the removal immediately following the request. In addition, the account will no longer appear on the 'Registered Accounts' screen.

How current is my summary information?

You will have access to most of the same information that our Customer Services Representatives have when they speak with you over the telephone. The only difference is that the information is right at your fingertips.

What does 'Hide or Show Inactive Accounts' on the 'Registered Accounts' screen mean?

When you have multiple accounts registered with the same User ID, and one or more are inactive, this application gives you the choice to view them. For example, when you report a lost card, we will close that account and open a new account to replace it. Your new card will automatically be shown within your Online Card Services 'My Accounts' screen. Please use the same user name and password to access your Online Card Services account. This feature allows you to access previous information about the old account. You may choose to hide or show these accounts when entering Online Card Services.

What is my minimum payment?

The smallest monthly payment that you can make and still remain in compliance with your terms and conditions. Each month that your account has a balance, a minimum payment will be due. Please refer to your credit card terms and conditions for further details.

Can I make a payment on my account with another AA Credit Card or MBNA-issued card?

No.

How many months of statements will I be able to access through Online Card Services?

Your statements for the last 12 months will be available on Online Card Services for viewing and downloading.

What is the process for downloading a statement?

Downloading an account statement is easy. From your Summary page, go to the 'Statements' tab, then click 'Download Statements'. Follow the simple directions to complete your download. Statement downloads are available in a QIF format, which can be imported into personal financial software packages such as Microsoft® Money.

What do the status indicators on the 'Registered Accounts' screen mean?

  • Active This account is open, and you are able to use for spending.
  • Inactive This account is not currently available for spending. For additional information, please call us at the number listed on the Contact Us page.
  • Closed This account has been closed and is no longer available for spending. For additional information, please call us at the number listed on the Contact Us page.
  • Lost/stolen This account has been reported as lost or stolen and is no longer available for spending.
  • Suspended Spending for this account has temporarily been suspended. For additional information, please call us at the number listed on the Contact Us page.

What do I do if I am having technical difficulty or have a technical question?

Please call 0800 917 8612 (UK) to speak with a technical consultant. Technical consultants are available 24 hours a day, 365 days a year.

What privileges does an additional cardholder have?

An additional cardholder is a person other than the main cardholder who is issued with a credit card and has full charging privileges on an account but is not responsible for the repayment of the balance on the account. Additional cardholders can view the account and perform limited account maintenance via servicing.

How do I remove an additional cardholder?

Please call us at the number listed on the Contact Us page to remove an additional cardholder.

What is the difference between an additional cardholder and a joint account holder?

A joint account holder is jointly and severally liable for the account. Both the joint and main account holders have equal authority to maintain the account, eg change the address or request a credit limit increase. This is in contrast to an additional cardholder, who has full charging privileges, but is not responsible for the repayment of the balance on the account.

What is a temporary authorisation?

A temporary authorisation is a transaction that has been approved but has not yet been officially posted to your account. The value of the transaction has been deducted from your available credit limit and is included within your current balance. Normally, a temporary authorisation converts into a posted transaction. However, a temporary authorisation may expire if the merchant does not complete the transaction; this will then be removed from your balance and available credit limit.

When will I be able to view the transaction in my current activity?

This depends on the merchant. Usually, transactions post within five days of the actual transaction date.

Are temporary authorisations included in my current balance amount?

Yes, the amount of the temporarily authorised transaction is included in your current balance amount. However, if the temporary authorisation does not convert to a posted transaction, the amount will be deducted from your balance.

How long does a merchant have to post a credit to my account?

There is no limit to how long the merchant can take to post a credit to your account. However, if you are concerned about the length of time that a credit has taken to post to your account, please contact our Billing Enquiries department on 0800 783 3944 (UK).

Getting cash with your credit card


How can I get cash using my credit card account?

You can obtain cash in one of four ways.

  • Credit card cheque Write a cheque drawn against your Visa® credit card account. To order more credit card cheques, click the 'New Credit Card Cheques' link, located under the 'Manage Account' tab.
  • High street withdrawal Present your AA Credit Card and photo identification at any bank that accepts Visa® credit cards.
  • ATM cash withdrawal Use your AA Credit Card with your four-digit personal identification number (PIN) at hundreds of thousands of ATMs in most countries that display the Visa® logo.
  • Balance transfer To submit a balance transfer request online, click on the 'Transfer Balances' tab within Online Card Services, or call us on 0800 917 8596 (UK).

Allocation of payments to your credit card balances


The government has given card issuers until January 2011 to change the way they allocate payments towards credit card balances. Why are you changing this now?

Once we had committed to this change we wanted to implement it as soon as possible, rather than have a long delay between the government's announcement and customers enjoying the benefit.

How will this change in the allocation of payments affect me?

Any payment to your credit card balance will be used towards paying off any balances that are being charged at highest interest rate first. The effect to each individual customer depends on how you use your card. For example, if you always pay your balance in full each month the change will not affect you. Most customers will pay less interest as a result of this change.

Can I choose what order my balances are paid off?

No, as the payment is allocated automatically.

When will the new payment allocation take affect from, and will it affect my previous payments?

This change will take affect from 1 September 2010. Previous payments will not be affected.

Will my direct debit payment be allocated in this way from now on?

Yes, payments received by any method will be allocated in the same way.

Will payments show differently on my statement?

No, statements will remain the same.

If I have two or more rates the same on my account, which gets paid off first?

Details about how the payments will be allocated are in your terms and conditions. However, by way of examples, if you have two or more promotional offer interest rates on your account at the same rate, eg 0%, then your payment will go towards paying off the offer with the earliest start date; if the promotional offers both started on the same day, then the promotional offer that will become the highest standard interest rate when the offer ends will be paid off first.

Contactless payment


What is Contactless?

Contactless is the latest in payment technology which lets you pay for purchases of £15 and under without entering your PIN wherever you see the contactless symbol.

Contactless symbol

Just tell the retailer that you would like to pay using your contactless card, hold your card against the card reader and you will hear a beep or see a green light to confirm that your transaction has been approved, in less than a second.

Contactless payments will show as a card purchase on your statement and will be charged at the rate shown on your statement for those transactions.

How do I know if my credit card has Contactless payment technology?

Contactless payment technology is a new benefit of your credit card. Look for the Contactless indicator on the front of your credit card. If you card doesn't have this indicator and you would like to have a contactless card, you can call our customer services and request a new card.

Contactless symbol

You can still use your card as normal for chip & PIN transactions, online purchases and cash withdrawals.

Are Contactless payments safe?

Yes – they are secured by the same payment technology as chip & PIN transactions plus Contactless technology only works in very close proximity to the card reader so you can't accidently pay for someone else's shopping.

You may also occasionally be asked to carry out a chip & PIN transaction instead of a contactless transaction. This is for additional security to limit the possibility of any fraudulent activity on your account.

Why should I use Contactless?

As more and more shops and transport providers (i.e. buses and trains) start to accept Contactless payments, paying for your purchase or journey will become quicker and more convenient than if you had to hunt around for cash or stop to enter a PIN, meaning you can carry on with your day even more quickly. If you have a Rewards credit card it means you can also earn reward points on your day-to-day spend.

AA Credit Card you will also earn reward points when you make contactless payments with your card.

Can I use my Contactless Card abroad?

You can use your Contactless credit card abroad in most places that you see the Contactless acceptance logo. The transaction limit will be the equivalent of £15 in the foreign currency.

However, we are aware that there are a small number of Contactless terminals in the United States which use a slightly different system to the one we use. In these cases, you will still be able to make a payment by swiping your card.

You card will not be authorised in the following countries: North Korea, Libya, Sierra Leone, Angola, Syria, Sudan, Afghanistan, Cuba, Iran, Iraq, Myanmar (Burma).

How are my Terms & Conditions impacted by Contactless?

The Terms and Conditions which apply to your credit card will apply when making Contactless payments. We may change your Terms and Conditions or add new ones at any time but will always tell you when we do.