Frequently Asked Questions

Both your login details, the telephone number and PIN code, or email address and password, must be entered correctly before you will be given access to your account. If you have forgotten your password or PIN code, please reset your password or request a PIN.

If access is being denied despite entering the correct details, please contact our Customer Services Team and they will be able to assist you.

We have made this process as easy as possible to ensure you always have access to the current status of your application and account.

Website

Login to access your account.

Telephone or Email

If you can’t find the information you want, then you can contact our Customer Services Team. Full details on how to make contact can be found here.

You can update your personal details by using the methods described below.

Website

Login to your account and you can change some of your details directly.

Telephone

Call us on 020 3006 2000 and speak directly to one of our Customer Services Representatives.

We want to offer the best possible service and, as such, it’s important to us to process your documents quickly and efficiently. Please ensure that you follow our instructions to help you submit your documents correctly first time around.

Please ensure that:

• Images are not cropped
• All corners are visible
• Images are high resolution
• Images are not blurry and are easy to read

You don’t need any special equipment in order to send this information to us, but we recommend that you check that you’re using a high-quality photo setting on your camera or phone.

You can email your documents to reviewteam@myjar.com.

In order to lend responsibly, sometimes we ask some of our customers to provide extra documents to support their application, such as bank statements, a copy of your debit card, ID or a proof of your address. We do this to check things such as identity or income information before lending. We ask these customers to send documents including 30 days’ worth of bank statements and/or the front view of their bank card.

Most high street banks offer online banking, with downloadable .XPS or .PDF bank statements generally accessible at the touch of a button. Your bank should be able to help you if you are unsure of how to download the information.

Should you not have online banking or internet access, however, your bank should be able to give you a paper copy of your bank statements, and this is free of charge at most high street banks. You can then scan or photograph your paper bank statements and send them to us at reviewteam@myjar.com.

Please ensure that the bank statements you send us include the most up to date 30 days’ worth of transactions.

The PIN code or password provide additional security to your account and are inputted as the final step of the application process. Once your application has been approved the PIN code or password is used to log in to your account.

As we are upgrading our platform, going forward, all customer authentication will be email address and password based. Thus, if you have registered by using your email address, you would not receive a PIN code.

We understand the stress that can be caused by financial difficulties. If you let us know that you are struggling, we will always try to help you by allowing you additional time to pay.

Although we are not authorised or regulated to provide debt advice, we support the work of the leading free debt advice agencies. They each have specially trained staff to help people with money problems and their success rate in finding good solutions is very high.

We work closely with Payplan, one of the leading providers of free debt help. You can also get free independent debt help from National Debtline, Christians Against Poverty and Stepchange Debt Charity. You can also find details of your nearest Citizens Advice office.

We will always work with these agencies to find the best outcome for you. National Debtline have produced an advice sheet that you might find useful and it can be found at Payday loans fact sheet.

You might also be eligible for benefits that you are not claiming. You can visit the Government’s benefits calculator page at which gives very helpful advice.

If you are currently working with a debt management company, please ask them to contact us in writing with their authorisation to act on your behalf. They can contact us via email at dsa@myjar.com or fax the documents to 0203 004 0991. Once we receive the appropriate documentation, we will contact them directly.

If we send an account for debt collection, this means that we are asking a professional company to collect the loan on our behalf. Using debt collection agencies is always a last resort and only used if we have had no contact from a customer who has not repaid their loan. We only use agencies that are members of the Credit Services Association. This indicates that they set high professional standards that all of their members must meet.

These agents will aim to work with our customers to help them set up repayment arrangements that they can afford. However, if customers do not work with us or our agents to pay their loans, it may leave us with no choice other than to go to Court. This is never what we want to do and we will always avoid that if we can.

As responsible lenders we work with a number of impartial debt advisory services. If you want to be more confident with your money and have greater control, a budget plan can be invaluable. The Government’s Money Advice Service has all sorts of useful information about managing your money. You can find a budget planner here and there are links to all sorts of money saving tips and advice.

When a loan is not paid back on time, lenders have a responsibility to record this with a credit reference agency. Before we register a default against you, we will contact you to give you notice of our intention of doing so. This will give you time to make the missed payments or to agree a repayment plan with us. If you are in financial difficulty, we will always try to help you if you ask us to.

If a default is registered against you it will make it more difficult for you to obtain credit in the future.

The Government’s Money Advice Service has useful information regarding all aspects of managing your money. You can find a budget planner here and there are many other money saving tools and advice. Having a clear budget plan will make you more confident with your money and will result in you having greater control. We would recommend taking some time to visit The Money Advice Service if you ever experience any difficulty.

We provide short-term loans of 3, 6, and 12 months with a credit limit of up to £2000.

Our short-term loans are not suitable for longer term borrowing needs.

Our loans are repaid by instalments and are available for new and returning customers, subject to eligibility. We will automatically collect each instalment from your debit card monthly on your pay date. If you are paid weekly or every two weeks we will schedule the instalments on a four-weekly cycle.

Each instalment includes a combination of both interest and the loan capital.

Up to £500 over a period of 3 months.
Up to £1000 over a period of 6 months.
Up to £2000 over a period of 12 months.

The amount you can borrow, and loan term is subject to our eligibility and affordability checks.

Our short-term loans are not suitable for longer term borrowing needs.

It is important to remember that you should never borrow if you are in any doubt that you will be able to make your repayments. Late payments will incur daily interest charges.

No. There are no hidden costs and the agreed interest payments will be the only thing we charge you. National Debtline have produced an advice sheet that you might find useful and it can be found by clicking here.

It is absolutely free to apply for a loan from us. We only charge interest for the days that you borrow and you may be able to save money by making early repayments. Here at MYJAR we pride ourselves in keeping details of all costs clear, simple and transparent.

3-month loan: 0.75% per day (or 75p per day for each £100 borrowed).

6-month loan: 0.65% per day (or 65p per day for each £100 borrowed).

12-month loan: 0.35% per day (or 35p per day for each £100 borrowed).

We guarantee that you will not be required to repay more than twice the amount you originally borrowed on any of our loan products.

Our short-term loans are not suitable for longer term borrowing needs.

REPRESENTATIVE EXAMPLE: Borrow £300 for 3 months. Annual interest rate 274% (fixed). 3 equal instalments of £148.02. Total amount to repay £444.06. Representative 1081% APR.

Telephone

The 020 3006 2000 telephone number that we provide our customers is a standard geographic number for the London region and, therefore, just standard network charges will apply.

Online

Managing your account online is free and these services are available 24 hours a day.

Annual Percentage Rate (or APR) is a figure designed to illustrate the amount of interest you will pay annually on your loan if you kept the loan for a full year. For that reason, APR figures can appear relatively high on loans over shorter periods compared to loans over more than one year.

To help you get a better idea of what your loan will cost you over the time you will be borrowing, we suggest looking at the amount of interest charged per day. These daily charges are outlined below.

3-month loan: 0.75% per day (or 75p per day for each £100 borrowed);

6-month loan: 0.65% per day (or 65p per day for each £100 borrowed);

12-month loan: 0.35% per day (or 35p per day for each £100 borrowed).

Our short-term loans are not suitable for longer term borrowing needs.

Our Representative APR is 1081% APR. This figure is designed to illustrate the most common APR that our customers receive based on the average loan value and term.

Please click here to have full access to our privacy policy.

Our online service is available 24 hours a day and 365 days a year. In most cases your loan will be transferred to your bank account within minutes regardless of the day or time. We always aim to take loan payments on their due date so you will not be charged extra interest.

We have Customer Services Representatives available to take your calls and queries at the following times;

Monday to Friday: 8am to 8pm

Saturday: 9am to 5pm

Sunday and Bank Holidays: Closed

We are always working to exceed customer expectations. If you have any feedback regarding our service, please don’t hesitate to send an email to feedback@myjar.com.

We hold the details of your debit card which we use to take repayments for your loan. This data is held securely and in compliance with the PCI DSS guidelines. These require that:

• We have secure physical and electronic systems for holding your data.
• All the information that we send to your bank when making or receiving payments is encrypted.
• We use strong passwords for keeping your card details secure.
• We render card numbers unreadable anywhere they are stored.
• The systems and the networks that we use are regularly tested to ensure that they remain secure.

Full details of the PCI DSS guidelines can be viewed at the Security Standards official website.

We have Customer Services Representatives available to take your calls and queries at the following times;

Monday to Friday: 8am to 8pm

Saturday: 9am to 5pm

Sunday and Bank Holidays: Closed

Fraud and Internet crimes should be reported via the Police Action Fraud website. If you believe that your personal details have been used to fraudulently obtain a loan from us, we strongly advise you to contact the Police and your bank to inform them of the theft of your personal information. We understand that this can be a stressful matter and would like to reassure you that we work closely with external organisations, such as the Police and Cifas, when we investigate fraud claims.

Additionally, to help us start our investigation, you can discuss any concerns with our Customer Services Representatives. Details of how to contact us can be found on our contact page. We will need the following information:

• Your full name and date of birth
• Your Crime Reference Number or Log Number from Action Fraud/the Police
• A contact phone number
• An email address we can reach you on
• If you have an entry on your credit file, the postcode that was used
• A bank statement showing any payments made to or from MYJAR (optional)

Please be aware that false claims of fraud can, if convicted, lead to fines and/or imprisonment. It’s important that you only report fraud if you are certain it has taken place.

About Cifas 

Cifas is the UK´s leading non-profit fraud prevention membership organisation, who aim to help protect individuals and organisations from the threat of fraud and financial crime and who manage the largest fraud risk database in the country called the National Fraud Database.

For an administration fee of £25, Cifas can place a ‘Protective Registration’ flag alongside your personal details in their secure database. Companies and organisations who are signed up as members of the database will see that you’re at risk and take extra steps to protect you, preventing fraudsters from using your details to apply for products and services.

To find out more about Cifas, please visit their website.

A Data Subject Access Request (DSAR) can take up to one month to be compiled and sent out. However, we may extend this deadline by up to two months if the requests are complex or a number of requests have been received from an individual.

Yes, and we encourage you to do so if you can and only if it is right financially for you. Paying early and borrowing again soon after repayment is not recommended, however, the sooner you repay your loan, the less it will cost you as you only pay for the days that you’ve had it.

You can make a payment outside of the scheduled arrangement via the following:

Website

Login to your MYJAR account and make a payment.

Telephone

Call us on 020 3006 2000, select option 1 to speak to a Customer Services Representative.

If you have repaid your loan you will be able to apply for a new one subject to eligibility.

Short-term loans are not intended as a long-term financial solution, so if you find that you need to borrow frequently you should consider whether this is the best option for you.

If you find that you need to take loans out often, you should consider getting some impartial advice about your finances. You can get free advice from:

You can also find the details of your local Citizens Advice Bureau at www.citizensadvice.org.uk

The sooner that you repay your loan the less it will cost you. You will only pay for the days that you borrow.

To make a payment outside of the scheduled arrangement these are the other options available to you:

Website

Login to your MYJAR account and make a payment.

Telephone

Call us on 020 3006 2000, select option 1 to speak to a Customer Services Representative.

We use a Continuous Payment Authority to make it convenient for you to make your loan repayments, without having to contact us every time a repayment is due. If there are insufficient funds available, we can only make one further attempt under the Continuous Payment Authority to collect the payment. If there are still insufficient funds available after the second attempt, we will not try again and it will then be your responsibility to contact us to make a payment.

Yes. You can cancel a Continuous Payment Authority at any time by contacting your bank. You can also cancel the arrangement by calling us on 020 3006 2000 or by emailing us at info@myjar.com and the arrangement will be cancelled with immediate effect. It will be important for you to make other arrangements to make your repayments on time as late payments can damage your credit score.

Interest is charged at a daily rate of 0.35% - 0.75%, depending on the type of loan you have chosen. However, no matter how late your payments are, you will not pay more than twice the amount that you borrowed.

Login to your account to check on the status of your account. You will be able to see here if there is a late payment. If a payment has been missed you should check that there were enough funds in your account on the day payment was requested or that the debit card we hold for payment is valid. You can do this by contacting your bank or our Customer Services Team.

If your payment has been missed, you can make a payment by logging in to your account. Alternatively, follow the instructions below.

Please call us on 020 3006 2000 and select option 1 to speak to a Customer Services Representative.

Upon receipt of your payments we will send you a message of confirmation via email for your records. Payments to us will appear on your bank account as “MYJAR”.

Don’t forget that you can pay in part to reduce interest payments or pay in full early and only pay for the days that you have borrowed.

Your repayment dates can be rescheduled, subject to eligibility. To discuss this with our Customer Services Team please call them on 020 3006 2000.

Please contact a member of our Customer Services Team to make a new arrangement before your next payment is due. If you don’t let us know the payment will be rejected even when you have sufficient funds in your account and this will appear as a missed payment on your credit report.