Saga Platinum online service

 
  
Frequently Asked Questions Sign On! Sign On
 
 
 
 
Questions:

General

Code Card
Card and PIN
Authorised User
Payment including Direct Debits

Answers:

General

Who can I contact if I need more assistance?

If you have any further queries relating to this service that are not covered by these Frequently Asked Questions our customer service department is available on 0845 603 5468 (or +44 28 9032 8562 if you are abroad).

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What can I do through the Saga Platinum online service?

You can manage your account online via the Saga Platinum online service. You will be able to check your current and past transactions, order a PIN reminder, set up email alerts and use many other account services. The full list of services is below:

Review Transactions

  • You can review your current and past transactions by your statement date

Account Maintenance

  • You can make the following account maintenance requests:
    • Request a credit card limit change*
    • Order a replacement card*
    • Order a PIN reminder*
    • Request more information on optional insurance products
    • Download a form to add an authorised user to your account
    • Download a form to arrange a balance transfer to your account
    • Download a form to set up a Direct Debit to make payments to your account
    • Activate a Code Card*
    • Change your email address*

    * Your Code Card will be required for these services.

    Alerts

    Account Services

  • You can access the following information
    • Contact us
    • Frequently Asked Questions
    • Terms and conditions for the Saga Platinum online service
    • Privacy policy for the Saga Platinum online service

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    Who can use the service?

    The Saga Platinum online service is only available to the main account holder.

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    How do I request a Credit card limit change?

    You may request a credit limit increase for your Saga Platinum credit card if you have had your card for more than six months and you have not received a credit increase in the last six months.

    You may request a credit limit decrease for your Saga Platinum credit card at any time.

    To do this simply:

    1. Select the 'Request a credit card limit change' option from the Account Maintenance page and follow the on-screen instructions.
    2. You will need to enter a value from your Code Card to authorise this request. If you need more information on your Code Card, please see What is a Code Card?

    Your request will be sent to Saga Platinum Card Issuing to be processed. We will contact you by post within a few days to let you know the outcome of your request.

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    How do I change my email address?

    To do this simply:

    1. Select the 'Change your email address' option from the Account Maintenance page and follow the on-screen instructions.
    2. You will need to enter a value from your Code Card to authorise this request. If you need more information on your Code Card, please see What is a Code Card?
    3. On clicking 'Submit' a message is displayed to confirm that you have successfully changed your email address.

    Please note: You will need to update any email address used for alerts separately through the Alerts Manager page.

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    What is an email alert?

    You can choose to receive emails to a specified email address to keep track of your Saga Platinum credit card. The options available are as follows:

    • When your credit limit has been reached or exceeded
    • When your balance is greater than a certain limit
    • When your balance is less than a certain amount
    • When your balance is within a certain amount of your credit limit
    • When your payment is due within the next few days
    • When your current statement period has ended

    If you would like to update your email alerts, you should do this through the Alerts Manager page. If you have updated your account email address on the Account Maintenance page you will also need to update your email address for your alerts.

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    How do I arrange a balance transfer?

    To make a balance transfer from another card to your Saga Platinum credit card account you can download a form from this web site.

    1. Select the 'Request a balance transfer' form option from the Account Maintenance page and click on the link to download the balance transfer form.
    2. As your signature is required on the form, you must print the form, complete it and send it together with the most recent statement for each account you wish to transfer, to the address printed on the form.

      If you are unable to print this form, please call our customer service department on 0845 603 5468 who can send you a form by post.

    The form is in PDF format. You will need the Adobe Acrobat reader to allow you to open the form. You can download the reader from adobe.com/uk. If you are accessing this website using a screen reading technology that cannot read PDF's, a converter is available at adobe.com/accessibility/index.htm.

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    What are the terms and conditions of my Saga Platinum credit card?

    You can view the Terms and Conditions of your existing Saga Platinum credit card on the Saga Platinum application page (saga.co.uk/credit-card). You can also view the Terms and Conditions for the Saga Platinum online service via the Account Services page.

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    What additional insurance product is available with my Saga Platinum credit card?

    Card Protection Plan is available as an optional extra on the Saga Platinum credit card. Further information on this product and the cover is available through the Account Maintenance pages.

    If you are interested in this product please select the 'Insurance Information Request' option from the Account Maintenance page and select the option. A member of staff will contact you at your home telephone number to discuss the product further with you.

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    Code Card

    What is a Code Card?

    We have added an additional layer of security when using the Saga Platinum online service, called the 'Code Card'.

    The 'Code Card' contains a list of 100 individual code numbers. The card is unique for every customer and each code on the card will only ever be used once.

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    When do I need to use my Code Card?

    You will be asked for a code from your Code Card when you access the following account services:

    • Request a credit card limit change*
    • Order a replacement card*
    • Order a PIN reminder*
    • Activate a Code Card*
    • Change your email address*

    When you select one of the above services we will remind you that you need your Code Card to use the service and you will be asked to enter a code from your card to complete the service.

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    How do I use my Code Card?

    Saga Platinum online service will prompt you to enter a specific code selected randomly from the list of 100 codes on your Code Card e.g. code number 24.

    You should input the 4-digit value corresponding to the code number on your Code Card to confirm your request.

    If the value you entered is correct, your request will be successfully processed.

    If the value you entered is incorrect you will have two more attempts to enter the correct value.

    If you are not successful on the next two attempts when entering a code from your Code Card, your request will not be processed and your account will be locked. You will be advised to contact our customer service department on 0845 603 5468 for assistance.

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    How will I get my Code Card?

    You will automatically receive a Code Card in the post once you sign up to the Saga Platinum online service or if your existing Code Card is about to expire.

    If you do not receive your Code Card please call our customer service department on 0845 603 5468.

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    Do I need to activate my Code Card?

    You will need to activate a new Code Card when your existing Code Card has expired. You will automatically be sent a new Code Card when you have used 97 out of the 100 codes. Once you have used the remaining 3 codes on your old card, you must activate your new Code Card.

    You will not need to activate your first Code Card or a replacement for a lost or stolen Code Card. These will be automatically activated for you.

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    How do I activate my Code Card?

    You will be reminded that your existing Code Card is due to expire. Once you have used the remaining 3 codes on your old Code Card, you must activate your new Code Card.

    To do this simply:

    1. Select the 'Activate a Code Card' option from the Account Maintenance tab and follow the on-screen instructions.
    2. Enter the reference number displayed on the top right hand corner of the Code Card, and then enter the code requested from your new Code Card and click 'Submit.'
    3. On clicking 'Submit' a message is displayed to confirm that you have successfully activated your new Code Card.

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    What happens if I enter the wrong code from my Code Card?

    If the code you entered is incorrect on your first attempt, you will have two more attempts to enter the correct code. If you are not successful on the next two attempts your transaction will not be processed and your account will be locked. You will be advised to contact our customer service department on 0845 603 5468 for assistance.

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    What happens when I have used all the codes on my Code Card?

    Your Code Card has a limited life as each code will only be requested once. If you have used 97 out of the 100 codes on your Code Card, you will be sent a new Code Card in the post. Once you have used the remaining 3 codes on your existing Code Card, you must activate your new Code Card.

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    What do I need to do if my Code Card is lost or stolen?

    If your Code Card is lost or stolen, please call us immediately on 0845 603 5473 (+44 2890 328641 if abroad) 24 hours a day, 7 days a week, 365 days a year.

    Our customer service department will cancel your Code Card straight away and will send you a new one. You will not need to activate this new Code Card.

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    Card and PIN

    What do I need to do if my Saga Platinum credit card is lost or stolen?

    It is extremely important that you contact our customer service department immediately to report your Saga Platinum credit card lost or stolen on 0845 603 5473 (+44 2890 328641 if abroad) 24 hours a day, 7 days a week, 365 days a year. A new PIN and credit card will be sent to you separately in the post.

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    How do I request a replacement Saga Platinum credit card?

    If your Saga Platinum credit card is damaged you can request a replacement through the Saga Platinum online service.

    To do this simply:

    1. From the Account Maintenance page, select the option to 'Order a replacement card' and follow the on-screen instructions.
    2. You will need to enter a value from your Code Card to authorise this request.
    3. For security reasons, please destroy your old credit card by cutting it in two (through the signature box, magnetic strip and chip) when you receive your new card.

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    Can I use the same PIN with my replacement card?

    Your existing PIN is still valid for use with your replacement card.

    Should you require a reminder of your current PIN you can do so from the Account Maintenance Tab by selecting 'Order a PIN reminder' and following the on-screen instructions.You will need to enter a value from your Code Card to authorise this request.

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    What do I do if I have forgotten my PIN?

    You can request a PIN reminder through the Saga Platinum online service.

    To do this simply:

    1. Select the 'Order a PIN reminder' option from the Account Maintenance page and follow the on-screen instructions. You will need to enter a value from your Code Card to authorise this request.

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    Authorised User

    How do I add an authorised user to my Saga Platinum credit card?

    1. If you would like to set up an authorised user you need to download an authorised user application form by selecting the 'Add an authorised user' option from the Account Maintenance page.
    2. After printing the form, both you and the proposed authorised user will then be required to sign and return it to us at the address provided on the form.
    3. If you are unable to print this form, please call our customer service department on 0845 603 5468, requesting an authorised user paper application form to be sent to you by post.

    Please note the authorised user must be a family member (defined as parent, spouse, partner, sibling or child over 18 years) who normally resides at your address. The cardholder remains liable for all transactions for which the additional card is used.

    The form is in PDF format. You will need the Adobe Acrobat reader to allow you to open the form. You can download the reader from adobe.com/uk. If you are accessing this website using a screen reading technology that cannot read PDF's, a converter is available at adobe.com/accessibility/index.htm

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    How do I request a replacement card or PIN reminder for an authorised user?

    You can only request a replacement card or PIN reminder for the account holder through the Saga Platinum online service. You can contact us on 0845 603 5468 or (+44 28 9032 8562 if you are abroad) to request a replacement card or PIN reminder for the authorised user.

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    Payment including Direct Debits

    Can I pay my Saga Platinum credit card bill by Direct Debit?

    If you would like to set up a new Direct Debit,

    Please select the Direct Debit button and choose either of the following options: 'Add a Direct Debit to your account' or 'Direct Debit Form'.*

    Please note the following in relation to your instruction to set up a Direct Debit.

    • If your instruction is received by 17:00, 2 business days before the payment due date on your current statement, the first payment will be for the minimum payment amount as advised on your current statement.
    • If your instruction is not received by 17:00, 2 business days before the payment due date on your current statement, no Direct Debit payment will be made for your current statement. Please make alternative arrangements to have your payment made. The requested Direct Debit amount, as per this instruction, will apply on your next statement.

    You can find the payment due date on your most recent statement. You should check this date before setting up a Direct Debit to pay your Saga Platinum credit card bill.

    If you would like to amend an existing Direct Debit,

    Please select the 'Amend your Direct Debit details' or 'Direct Debit Form'*.

    Please note:

    • If you have chosen to amend your Direct Debit payment amount, this will not take effect until your next statement.
    • If you have chosen to amend your Direct Debit Bank Account details, you must allow 2 working days for the new Direct Debit to take effect.

    You can find the payment due date on your most recent statement. You should check this date before amending your Direct Debit to pay your Saga Platinum credit card bill.

    * Please Also Note - If you are not the main account holder or wish to use a bank account that requires more than one person to authorise debits to the account, we will not be able to process your details online. In order for you to set up a Direct Debit select the 'Direct Debit Form' option. As your signature is required you must print the form, complete it and return it to the address provided on the form. If you are unable to print this form, please contact us to request that a Direct Debit form is sent to you by post.

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    How do I cancel a Direct Debit?

    You can cancel the Direct Debit instruction by writing to your bank or alternatively you may contact our customer service department on 0845 603 5468.

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