Halifax Flexicard FAQs

Please note that the Flexicard credit card is not available to new customers. These frequently asked questions are for existing Flexicard customers only.

How the FlexiCard credit card works

1.

What is my eligible balance?

Your eligible balance is the balance you can put into an instalment plan. Your eligible balance includes purchases but does not include default charges, balance transfers, cash withdrawals (including gambling transactions and purchasing currency), other charges or transactions on which you have raised a dispute with us. Any pending plan cancellations won’t be included either.
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2.

Why is my eligible balance not updating after I’ve made a payment?

When you make a one-off payment during business hours, your eligible balance won’t be updated until the next working day.

If you make a one-off payment outside of normal business hours, your eligible balance may take until the end of the next working day to adjust.
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3.

What is my main balance?

Any balance that isn’t included in an instalment plan. For example, if your balance was £1,000 and you put £300 into a plan, you’d have a Main Balance of £700.
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4.

Why is my final monthly payment less than normal?

If you overpay your plan at any time, pay your instalment plan payment early or your plan balance and projected interest doesn’t divide into equal monthly amounts, the final payment may be less. It will never be more than you expect.
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5.

I want to change my statement date, how will this affect my plans?

If you change your statement date, this may result in you paying more interest on your instalment plans and may increase the term of those instalment plans.
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6.

What is my main balance + instalment plan payment?

Your main balance + instalment plan payment is your instalment plan payment (if you have one), plus your full main balance (if you have one).
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7.

What is my minimum + instalment plan payment?

Your minimum + instalment plan payment is your instalment plan payment (if you have one), plus the minimum payment owed on your main balance (if you have one).
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8.

Can I transfer a balance from another card to my FlexiCard?

You can transfer a balance from any non-Halifax credit card to your FlexiCard by clicking the ‘Balance Transfer’ button on your card menu and following the instructions, or by calling us on 0345 944 4555 from 7am - 11pm, seven days a week.

However, please remember that you can’t set up an instalment plan to pay off a transferred balance.
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9.

I had a refund of payment – how does that affect my plans?

When you have a refund, that refund will usually be applied to your main balance first, but it may be applied to an instalment plan and shorten the term of that plan.

Once your refund has been applied to your account, you may want to check your plans still suit your needs and cancel or set up plans if necessary.
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10.

Is my credit limit shared across my main balance and my instalment plans or is it separate?

You only have one credit limit on your account. Your main balance and instalment plans are both included in this.

All transactions on your account will reduce your available credit and all repayments you make will free up any credit for you to borrow again.
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11.
What gets paid first when I have an instalment plan?

We still use your payments to clear any overdue amounts before we clear your latest Minimum Payment. We reduce the amount you owe in the following order:
1. Firstly, an amount equal to the Minimum Payment on the Main Balance will be applied to reduce the Main Balance in the order set out in the terms and conditions;
2. Then, an amount equal to the Instalment Plan Payment will be applied to the instalment plans to pay the monthly payment for each instalment plan you have set up. If there is insufficient to cover all instalment plans, we will apply your payment in the order set out in the terms and conditions;
3. Anything left of your payment is then applied:
  - to the Main Balance in the order set out in the terms and conditions;
  - then to the instalment plans in the order set out in the terms and conditions
  - then to any recent transactions not yet shown on your statement.
If you cancel a plan, the remaining balance will move to your Main Balance, where it will be subject to your standard rate of interest.
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12.

Why do I need to register for Online Banking?

You can only set up and manage your instalment plans online so you need to register for Online Banking to make the most of your FlexiCard.

Get help getting online

This card may not be suitable for you if you do not want to manage your account online as you will not be able to take full advantage of its features.
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13.

Can I get my statement and documents in Braille?

If you require any of your documents in large print, Braille, CD or audio tape please visit your local branch or call us on 0345 944 4555 from 7am - 11pm, seven days a week.

If you have a hearing or speech impairment and would prefer to use a textphone, please call 0345 732 3436 from 9am - 5.30pm, seven days a week and Text Relay Direct will connect a Text Relay Assistant into the call to assist you.
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14.

If you’re not happy with our products or service, let us know.

How to complain
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15.

I haven’t found an answer, who can I call?

You can call our Customer Services team on 0345 944 4555, 7am - 11pm, seven days a week.

If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 1733 573 189.
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Setting up and managing instalment plans

1.

How does my instalment plan payment work?

You can choose how long you’d like to take to pay back your instalment plan balance and we’ll show you how much that will cost each month. You’ll need to make that payment every month until the end of your plan, and if you pay more than that you might reduce the term of your instalment plan.

You can find more information about payment types in the question "What do I pay each month?"
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2.
How do I set up an instalment plan?

To set up an instalment plan on your FlexiCard:
1. Sign in to Online Banking
2. Choose the ‘More Actions’ menu
3. Expand ‘Instalment plans’ and click ‘Set up instalment plan’
4. Choose how much of your eligible balance you want to put into an instalment plan and over how long you want to pay it off, then view your quote
5. Name your instalment plan
6. Your instalment plan will be set up within two working days.
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3.

What fees and interest rates apply to my instalment plan?

There are no fees to set up or cancel an instalment plan. You won’t be charged a default fee if you don’t make your Instalment Plan Payment but any unpaid plans will be cancelled with the cancelled plan balance moved to your Main Balance to be charged at your standard rate of interest. You should always make at least the minimum payment shown on your statement each month. You will pay the same rate of interest on your instalment plans as your standard purchase rate.
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4.

Will I be charged if I don’t make my instalment plan payment?

If you don’t make your instalment plan payment in full, any plans that remain unpaid will be cancelled but you will not be charged a default fee, as long as you make your minimum payment. Your cancelled plan balance will be moved to your main balance and subject to your standard rate of interest. To avoid charges, you should always make at least the minimum payment shown on your statement each month.

You can find more information in your terms and conditions.
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5.

Can I cancel my instalment plans?

You can cancel an instalment plan online after it appears on your next statement. We can cancel a plan if you do not keep up your Instalment Plan Payment. You can move balances from cancelled plans into new plans, however you may have to wait up to 2 business days before the balance from a cancelled plan shows in your eligible balance. If you pay by direct debit and cancel a plan, it will still take the amount shown on your statement unless you cancel your direct debit too.

You can find more information on direct debits and plan cancellations in the question "I have a direct debit but want to cancel a plan – what happens now?"

If you are having financial difficulties or have any queries regarding your account please call us on 0345 944 4555.
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6.

Can I put a balance transfer in an instalment plan?

No, you can only put purchases from your eligible balance into an instalment plan. You can find out about your eligible balance in the question "What is my eligible balance?"
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7.

Can I change my instalment plan or its name?

Unfortunately not, however you could cancel your instalment plan and set up another one with new details should you need to.
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8.

Why is my instalment plan cancellation pending?

When you cancel your instalment plan during normal business hours, we’ll cancel it by the end of the day. If you cancel outside of normal business hours, it might take until the end of the next working day to go through.

Until then, your instalment plan balance will not be included in your Main Balance and your plan cancellation will show as pending.

Once your cancellation is complete, the balance will be included in your eligible balance (part of your Main Balance).
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9.
I set up an instalment plan and it’s been paid off early – why?

Your instalment plan can be paid off earlier than you might have expected for a number of reasons:
- Paying more than your main balance + instalment plan payment in any month will pay off your instalment plan faster. Funds will be applied to the main balance first before being applied to any instalment plans, and paid off in the order set out in your credit card terms and conditions.
- Your plan may be paid off early if you pay your main balance + instalment plan payment by direct debit. This can happen when you set up a new instalment plan in the period 4 working days before your payment date, as your plan balance is taken from the Main Balance that is then paid off by your direct debit.
- Your plan may also be paid off early if you made a one-off payment on the same day you set up a plan as your eligible balance might not be updated instantly.
- If you have a refund applied to your card, it might pay off one of your instalment plans early.
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10.

I have a direct debit but want to cancel an instalment plan – what happens now?

When you cancel your instalment plan, we’ll move your plan balance into your Main Balance, where it will be subject to your standard rate of interest. Cancellation will take effect on the same day you cancel the instalment plan if you cancel within normal business hours, otherwise it will take effect on the next working day.

If you cancel your instalment plan more than 4 working days before your payment due date, we’ll update your direct debit on the next statement. Your payment for this month will remain the same. If you do not wish to make this payment you should also cancel this and make at least your minimum payment plus any remaining plan payments by another method.

If you cancel your instalment plan within 4 working days of your payment due date, your direct debit may have already been requested and you will need to call the bank you have your current account with if you don’t want to make your payment. We’ll update your direct debit in time for your next payment.

If you cancel your instalment plan after your payment due date and before your next statement is produced, we’ll update your direct debit.

If you cancel your direct debit, you’ll still need to make at least your minimum payment for the month, plus any remaining plan payments. You will need to check the Pay Credit Card page or call us as the new Minimum + Instalment Plan Payment is likely to be different than the amount you might calculate yourself. If you’re not sure what to do now, are having financial difficulties or have any queries regarding your account please call us on 0345 944 4555 from 7am - 11pm, seven days a week.
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11.

Why do I need to call you after I’ve cancelled my instalment plan?

You only need to call if you don’t want to make your next direct debit payment. By calling us on 0345 944 4555 from 7am - 11pm, seven days a week, we can discuss your options.
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12.

What happens if I can't afford my instalment plan payment?

If you can’t afford your instalment plan payment, you should cancel your instalment plan.

If you pay by direct debit, you should also cancel this and make your minimum payment by another method. You can set up your plans and direct debit again once you can afford the payment. See more about cancellations.

If you are having financial difficulties or have any queries regarding your account please call us on 0345 944 4555 from 7am - 11pm, seven days a week.
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13.

Can I set up an instalment plan by telephone or in a branch?

No, you can only set up an instalment plan using Online Banking.
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14.

Can I set up an instalment plan on any of my other credit cards?

Instalment plans can only be set up on your Halifax FlexiCard.
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15.

Do I need to do anything with my account before I can set up a instalment plan?

Your account must be within your credit limit and have no arrears. You must also be registered for Online Banking and have an eligible balance. Additional account holders can’t set up instalment plans.
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16.

How long can I take to repay my instalment plan balance?

You can set up your instalment plan to last from 2 to 36 monthly instalments.
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17.

How many instalment plans can I have?

You can have up to 10 instalment plans at one time. You’ll usually be able to set up one instalment plan each day, but if you set up an instalment plan after 6pm on a business day or at any time on a weekend you might not be able to set up another one the next day.
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Making payments on your FlexiCard credit card

1.
What do I pay each month?

Your monthly payment is made up of your instalment plan payment (if you have one) and the payment towards your main balance (if you have one).

You’ve got three options for what to pay:
1. The main balance + instalment plan payment pays your instalment plan payment, if you have one, and the full main balance shown on your statement, if you have one.
2. The minimum + instalment plan payment pays your instalment plan payment, if you have one, and the minimum payment for your Main Balance, if you have one.
3. You can choose any ‘other amount’ when you pay by one-off payment, or you can choose a ‘fixed amount’ when you pay by direct debit. If that fixed amount direct debit is ever less than your minimum + instalment plan payment, we will collect the minimum + instalment plan payment instead to keep your plans running.
You can pay these amounts by direct debit or one-off payments. If you set up a direct debit, you can always pay more by one-off payment.
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2.
How do you work out my monthly payments?

Your monthly payment is made up of:
1. the payments you need to make to pay off any instalment plans over the time you have chosen (your Instalment Plan Payment); and
2. a payment for any balance outside of your instalment plans (your Main Balance). If you don’t have any plans set up, you’ll just owe the payment you have chosen to make towards your Main Balance (which must be at least your minimum payment).
If you have no Main Balance, you’ll only owe the instalment plan payment.

You can see all your payment choices in the question "What do I pay each month?"
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3.

What if I miss a payment?

You must pay at least the minimum payment by the payment date every month. Your minimum payment is of an amount equal to the total of interest, charges and up to 2.5% of the balance shown in your statement (including any instalment plan balances), or the full balance if less than £5. Missing your minimum payment can have many potential consequences, including late payment fees and the end of any promotional offers.

However, if you make your minimum payment but don’t make all of your instalment plan payment, any unpaid plans will be cancelled but you will not be charged a default fee. Your cancelled plan balance will be moved to your Main Balance and subject to your standard rate of interest.

You can find more information in your terms and conditions.
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4.

What is my instalment plan payment?

You’ll see ‘instalment plan payment’ whenever we’re talking about your total monthly payment for all your instalment plans. Paying it will clear all your instalment plans, including interest, over the length of time you have chosen.
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5.

Why should I set up a direct debit and how do I do it?

When you set up a direct debit, we’ll always make sure you pay at least your minimum + instalment plan payment so you never have to worry about your plans being cancelled. But you’ll need to ensure you have sufficient funds available to cover your direct debit. You can set up a direct debit on the "Paying Your Credit Card" page in Online Banking or by calling us on 0345 944 4555 from 7am - 11pm, seven days a week.
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6.

If I pay more than my minimum + instalment plan payment, what gets paid off?

We will use any overpayment to pay off your main balance first. Once your main balance is paid off, you’ll start paying off your instalment plan balances, which will reduce the term of your plan rather than the monthly instalment amount. If you pay off all of your instalment plans too, we’ll then pay off any transactions you’ve made since your last statement.

You can see the full list of what we pay off and in what order in your terms and conditions.
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7.

I have a direct debit but want to cancel an instalment plan – what happens now?

When you cancel your instalment plan, we’ll move your plan balance into your main balance, where it will be subject to your standard rate of interest. Cancellation will take effect on the same day you cancel the instalment plan if you cancel within normal business hours, otherwise it will take effect on the next working day.

If you cancel your instalment plan more than 4 working days before your payment due date, we’ll update your direct debit on the next statement. Your payment for this month will remain the same. If you do not wish to make this payment you should also cancel this and make at least your minimum payment plus any remaining plan payments by another method.

If you cancel your instalment plan within 4 working days of your payment due date, your direct debit may have already been requested and you will need to call the bank you have your current account with if you don’t want to make your payment. We’ll update your direct debit in time for your next payment.

If you cancel your instalment plan after your payment due date and before your next statement is produced, we’ll update your direct debit.

If you cancel your direct debit, you’ll still need to make at least your minimum payment for the month, plus any remaining plan payments. You will need to check the "Pay Credit Card" page or call us as the new Minimum + Instalment Plan Payment is likely to be different than the amount you might calculate yourself. If you’re not sure what to do now, are having financial difficulties or have any queries regarding your account please call us on 0345 944 4555 from 7am - 11pm, seven days a week.
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8.

What is my main balance + instalment plan payment?

Your main balance + instalment plan payment is your instalment plan payment (if you have one), plus your full main balance (if you have one).
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9.

What is my minimum + instalment plan payment?

Your minimum + instalment plan payment is your instalment plan payment (if you have one), plus the minimum payment owed on your main balance (if you have one).
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