Frequently Asked Questions

Snap Loan is a regulated unsecured loan that allows you to purchase goods and services from approved retailers and spread the cost over time. 

Your approved loan amount is loaded onto a virtual VISA card, which you can access securely through the Snap Wallet app. You can then use the card to make purchases within the Snap retail network during a 30-day spending window. 

The Snap Card is your virtual VISA card that holds your approved loan amount. It allows you to securely spend your loan with selected retail partners in-store, online, or over the phone. 

It is not a credit card — you cannot spend more than your approved limit. 

No. Snap Card is fully virtual and managed through the Snap Wallet app. 

Once approved and after signing your loan agreement: 

• Download the Snap Wallet app. 
• Set up your account using the username shown after approval. 
• Create your password, security code and security question. 

We use trusted third-party providers to support secure access. 

No. 

It is a virtual VISA card pre-loaded with your approved loan amount. After 30 days, whatever you have spent becomes your loan balance. 

• Apply for credit online or in-store. 
• If approved, your full loan amount is loaded onto your virtual card. 
• You have 30 days to make your planned purchases. 
• After 30 days, any unspent credit is removed. 
• What you have spent becomes your loan to repay over your selected term, including any applicable interest. 

You will receive full repayment details in your credit agreement. 

After the 30-day spending window closes, we will email you confirming: 

• Total amount spent 
• Total repayable (including any applicable interest) 
• Your repayment schedule 

Your first repayment will be on the first occurrence of your chosen repayment day, no sooner than 7 days after your 30-day spend window ends. 

Depending on eligibility, available terms may include: 

• 18 months 
• 24 months 
• 36 months 
• 48 months 

Your APR and approval amount may vary depending on the term selected. All options are displayed side-by-side so you can compare monthly payments and total costs before choosing. 

You may have a limited window after approval to adjust your term. Please contact our support team on 03300 109381 to discuss your options. 

That’s absolutely fine. 

Example: 
Approved £1000 → Spend £750 → Loan becomes £750 + any applicable interest. 

Any unused credit is removed after the 30 day spend window. 

We will email you with details of payment date and amount upon conclusion of your spend window when your loan balance has been confirmed.  Please check your junk folder if you have not received this. 

If no purchases are made during the 30-day window: 

• Your card is cancelled 
• No loan is created 
• You don’t need to take any action 

Yes. 

There are no early repayment penalties. You only pay interest up to the day you settle. Paying early reduces the total interest you pay. 

We do not charge late payment fees. However: 

• Interest will continue to accrue 
• Your credit file may be adversely affected 
• Collections activity may begin 

If you're experiencing difficulty, please contact us as soon as possible so we can support you. 

You can use your Snap Card at approved retailers within the Snap network. Categories include furniture, flooring, beds, tyres and more. 

You cannot use the card outside of the Snap retail network. 

Your Snap Card works like a standard VISA card. 

You can use it: 

• Online 
• Over the phone 
• In-store 

Simply enter your: 

• 16-digit card number 
• Expiry date 
• Security code 

You can copy your card number directly from the Snap Wallet app for easy checkout. 

For your security. Some purchases may require your authorisation to help prevent unauthorised use.  

Yes, you can do this straight from the app – just tap ‘Add to Apple Wallet’ or ‘Add to Google Wallet’ 

You will need internet or Wi-Fi to initially set up your Card in the wallet, but can use it offline after you’ve done this.  

If prompted, enter your home address. 

The most common reasons are: 

• Insufficient available balance 
• The retailer is not within the Snap network 

If unsure, contact our support team. 

Yes. Purchases made using your Snap Card are covered under Section 75 of the Consumer Credit Act. 

No. Your Snap Card is linked to your personal account and must not be shared. You are responsible for all transactions made using your card. 

Please contact us immediately. We can freeze your Snap Card to prevent any further use.  

Can I use my Card for subscriptions or recurring payments? 

No. Your card will remain open for spending for 30 days, after which no more transactions can be made, so subscriptions or recurring payments would fail after this time.  

If the retailer cancels your order, the amount will be released back to your available balance. If the spend window has already closed, the cancelled amount will be removed from your loan balance. 

You can: 

• View your available balance 
• See recent transactions 
• Check how much you've spent 
• Access your card details 

Your balance and transaction history are visible in the app at any time. 

Please ensure notifications are enabled when first opening the app. Notifications allow you to receive transaction approvals and important updates. 

• Ensure you're using the latest code (codes expire quickly) 
• Check your internet connection 
• Close and reopen the app and try again 

Snap Wallet access is available during your 30-day spending window. After this period ends, you will no longer be able to access the virtual card. 

Please check your junk/spam folder. If you still cannot locate it, contact us via live chat, email, or phone. 

Your available balance reduces as you make purchases. If you feel your balance is incorrect, let us know immediately. 

You can apply online by clicking here, which will take you through to our application form.

We carry out a 'soft' search on your credit file to determine if you're eligible. This will not negatively impact your ability to obtain credit elsewhere but will allow us to decide if we can offer you a loan. Should you proceed to make a full loan application, a record, or 'hard' search will be registered on your credit file.

We may decline your loan application if you do not meet our eligibility criteria or affordability criteria. If you have made an application within 30 days, the system automatically prevents a new application.

Please contact us on 03300 109381 and we will send you or text you a link.

If you have already chosen a retailer contact them directly, alternatively our retail finder will allow you to search for a local, national or online retailer.

You have 30 days from application to place your order and pay your deposit before your finance offer expires. After this date you will need to make a new application.

This depends on the retailer you have chosen, please contact them direct or call us on 03300 109381 to discuss it.

Yes, if you have chosen your new retailer then please call us on 03300 109381 and we will be happy to change it for you.

If you have not yet chosen your retailer, please look on our retail finder.

Our retail finder will allow you to search for a local, national or online retailer.

If you have been denied and it is your first time of applying, please wait 30 days before making a new application. If you have been Approved for finance and have made a new application within 30 days, then it is possible that you have been denied due to having a duplicate application. If this is the case, please call us on 03300 109381 and we will look into your application.

If you have already been a customer of ours and your details have not changed you can use the returning customer section of our website to enable you to have a swifter application. If your details have changed, such as address, please apply from scratch.

Please cancel with the retailer then contact us.

We will confirm your cancellation and can then either:

• Cancel your finance.
• Transfer it to a new chosen retailer if applicable, providing your application was approved within 30 days.

• Please contact the retailer who will discuss this with you. Once they have agreed to accept the goods back, please contact us once they have received them.
• We can then agree to cancel your finance.
• You are liable for any payments due up until the retailer confirms that they have received the goods, however any payments you have paid will be returned.

Your first payment date will be the one as stated on your loan agreement. This may change if you get your goods sooner than expected. Your first payment may also be brought forward. If there is a delay in delivery your first payment will not be until after the goods have been delivered.

This can be done once you have received the goods. Once you have your goods delivered, please call us on 03300 109381 to change your date. We can confirm the new date and what your new payment amount will be.

Yes, you can, please call us on 03300 109381 and we can do this over the phone with you.

Please call us on 03300 109381 and we can do this over the phone with you.

If your payment is due on a weekend or a Bank Holiday, the payment will be taken on the Friday before. Should the Bank Holiday fall on a Friday the payment will be taken on the Thursday before.

If you don't want this to happen, please call us on 03300 109381 at least 3 days before the payment is due to be taken.

We do not currently have an App but are always working on improving our offering.

If you have been denied and it is your first time of applying, please wait 30 days before making a new application.

If you have been Approved for finance and have made a new application within 30 days, then it is possible that you have been denied due to having a duplicate application.

If this is the case, please call us on 03300 109381 and we will investigate whether we can offer you finance.

Monday to Friday 8.30am to 5.30pm.

Saturday 9.00am to 1.00pm.

EMAIL
Customers: customer@snapfinance.co.uk
Retail partners: merchant@snapfinance.co.uk
Collections: collections@snapfinance.co.uk
Specialist Support: supportteam@snapfinance.co.uk

CALL
Customers: 03300 109381
Retail partners: 03300 109364
Collections: 03300 104137
Specialist Support: 03308 186738

You can now manage your account without having to speak to anyone. Simply text to 07860 078257 with one of the following keywords:
"PAY" to make payment
"BAL" to check your balance
"NEXT" to check next payment date and amount
"HI" to speak to a real person

(Please note, for security you must text us from the phone number attached to your Snap account. You will need your 10 digit reference number with UK at the end.)

Phone lines are open:
Monday to Friday 8.30am to 5:30pm.
Saturday 9.00am to 1.00pm.

At Snap Finance, we understand that mistakes can happen from time to time, and we apologise for any inconvenience caused. If you have a complaint or are unhappy with our service, please don't hesitate to get in touch with us.

You can contact us on 03300 109381 or via email at customer@snapfinance.co.uk.

We aim to resolve all complaints within 3 working days, but depending on the nature of the complaint, it may take longer if additional information is needed. If you are not satisfied with the outcome of your complaint, you have the option to contact the Financial Services Ombudsman after 8 weeks on 0800 0234567 or by visiting their website at http://www.financial-ombudsman.org.uk.

We will usually respond to your complaint by email, but we may also write to you if necessary. Thank you for bringing any issues to our attention, as we are committed to providing the best possible service to our customers.

Phone lines are open:
Monday to Friday 8.30am to 5.30pm.
Saturday 9.00am to 1.00pm.

Please see our page here.