We’ve put together these questions that our customers ask us regularly. If you can’t find your answer please contact us.
You can apply for an Engage account at your local credit union. Applications are quick, easy and the staff will help you through the process. Use our Credit Union locator to find your nearest branch.
If you do not know where your nearest Credit Union is then you can use our locator service. Simply enter your postcode to discover how far you are from a Credit Union.
No. By activating your card you are agreeing to the terms and conditions of the account which you will have received at your Credit Union. You can also view them via your online account.
Subject to payment being received (if applicable), your card will arrive by post to the address supplied on your application within 10 working days.
You can start using your card as soon as it has been activated and funds have been loaded into your account.
You can use your Engage card wherever you see the Visa acceptance mark, including shops, restaurants, online, for telephone & TV shopping. You can withdraw cash at ATMs and request cashback at most supermarkets. Please see about page for more information.
You can order an additional card by logging into your online account and requesting the additional card.
To activate the card you will need to call our automated phone service, choose option 2 and follow the instructions. Choosing this option means you can activate your card and retrieve your PIN at the same time.
Once your account is open and your credit union has provided your email address, an email will be sent with your username and password. You can then login via the ‘login’ button on this website. If we do not have your email address please contact customer services and we will update your account.
*only available on the Current and Business Account.
The envelope feature is there to help you save your money for bills etc. You can set up an Envelope to ring fence money that comes into your account. Log in to your online account then click on the red “Manage Envelopes” button on the top right hand side. You will then see several “Envelopes” already set up. You can click on the “manage” button to rename the Envelope, set up the amount to go in and the date it should be allocated to that Envelope. You can also set up a standing order for the money to be paid out at the same time.
Yes, please let us know as soon as possible if you change name, address, telephone number, mobile number or e-mail address. You can do this by logging into your online account and updating your personal details or by telephoning our customer services team. Evidence of a name change is required (e.g. deed poll).
* Calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines are typically charged up to 9p per minute; calls from mobiles typically cost between 8p and 40p per minute. Calls from landlines and mobiles are included in free call packages.
You can make a complaint via email, in writing or over the phone. Regarding a complaint via email, we aim to reply to you within 2 days of us receiving the email.
No, you will not earn interest on your account balance.
You do not receive a monthly statement in the post. However monthly statements can be viewed via your online account or mobile app. You can also save and print off a PDF version. Click on my “My Account” when you log in, then click on the red button on the right hand side.
Yes, your card can be used worldwide, wherever you see the Visa acceptance mark.
The retailer will use the same return policy they have for any Visa card – this could be crediting your card, providing a cash refund or offering a store credit.
Account Name: Name on the account
Account Number: 8 digit account number
Sort Code: 62-30-53
Bank Name: Natwest Bank
Please note transfers are not processed on weekends and bank holidays.
You can withdraw cash from an ATM using your card and PIN. Our fees apply and remember some ATM operators may add an extra fee for each withdrawal. It is always worth remembering that you can also get cashback from some retailers, free of charge.
You will earn a percentage of what you spend at the retailer as a cashback reward. Please refer to your online account for the rewards table percentages.
On the 28th of each month we calculate how much you have spent on your card from our partner retailers up to the 24th of the month. The percentage rebate is then transferred to your card on the 28th of the next month. This ensures that you receive the correct funds to your card on the same date each month.
Once the funds have been transferred to your account you can spend them however you wish. The money can be withdrawn from an ATM or spent via your Engage card.
Yes, we are continually updating retailers on our rewards scheme so that our cardholders get best value every time they use their Engage card. You will find the most up-to-date list in your online account.
Yes, both cards will earn rewards and the cashback will be paid into the account.
All you need to do is have an active Engage card and funds loaded onto the account. Once you make a purchase with your Engage card through one of our reward partners the cashback reward will be logged.
Yes, many of our online partners offer cashback on their products and services. You could get a fixed amount paid back or a percentage of your purchases dependant on the retailer, just follow the instructions on the offer page and shop online as usual. The cashback amount will soon be displayed in your Online Rewards account. To view the latest online discounts, log on to your account and click on the red “online rewards” button at the top of the page.
They are located within your Engage account, just log in to your account and go to the rewards page.
Engage uses ‘Chip and Pin’ technology – which is one of the safest ways to pay for goods and services. Always make sure that you keep your card safe and do not let anyone else use it. Keep your PIN secret at all times and do not reveal it to anyone. It is also important to regularly check your account and if you notice anything suspicious, please contact us as soon as possible.
Sometimes you may need to temporary block your card e.g. when you think you have lost your card. You can easily do this by:
If you lose your card, it is stolen, or you suspect that your PIN or password is known to an unauthorised person, you must tell us immediately. You can do this on your online account, through the mobile app or by calling us.
You can retrieve your PIN via:
If you block your PIN in a shop you can unblock it at an ATM machine by selecting the ‘PIN Services’ option. If you block your PIN at an ATM, please contact Customer services on +44 (0)333 202 3642 who will unblock it for you. Please remember that if you block your card when abroad, you will have to wait until you return home to unblock it.
Changing your PIN can be done easily at most ATMs that display the Visa acceptance mark by selecting the ‘Pin Services’ option on screen. PIN changes can only be done in the UK via ATM. You will not be charged for this service.
First, do a few checks:
If it still doesn’t work, please contact customer services on +44 (0) 333 202 3642.
You can check your balance, view recent transactions, manage your profile, email customer services and manage your card (including activating, blocking/unblocking, retrieving your PIN and reporting your card lost or stolen).
Other functionality available via your online account include requesting additional cards, managing SMS and email options, viewing previous statements, managing your envelopes and using the banking functionality to make payments by standing order and BACS for example to other people or organisations.
If you wish to contact customer services, you can email directly through the mobile app or call on +44 (0)333 202 3642 (standard rates apply).
No, there is no charge for using the app, only your normal data usage costs apply, which are charged by your mobile network provider.
Go to www.engageaccount.com and click on ‘Engage mobile app’ and follow the instructions. Or you can go to Google Play store or App Store on your mobile, look for ‘apps’ and search for ‘Engage card’. It is free to download.
Once downloaded, the Engage app is easy to use. All you need is your username and password. If you have any queries, please call customer services on +44 (0)333 202 3642.
No, you do not need to do anything as your account information is not stored on the phone. However, please make sure you log out each time you use your app.
Contact your mobile phone provider and have your phone blocked immediately. No account information is stored on the phone. Please make sure you regularly change your password.
Please contact our customer services department on +44 (0) 333 202 3642 or email your query to email@example.com. You can also request a call back from our customer services through the mobile app.
Please check if you have a signal, the correct password and username. If you are still struggling, please call Customer services on +44 (0)333 202 3642.