Frequently asked questions
If you have or are thinking about finance with us, you may have questions.
General
You can find your agreement number:
- on your AppToPay app or Self Service Dashboard
- on any emails we have sent you
- on your bank statement (as the Direct Debit reference)
Remove any '0' that may be in front of your reference number on your bank statement.
No, as long as all of your details match, you will be able to view all your agreements with the same log-in.
You may find more helpful information under 'I have more than one V12 agreement, can I view them all in one place?'
Making payments
You can change your payment date by clicking on the relevant agreement in the AppToPay app or by clicking on the relevant agreement on your Dashboard and selecting 'Change Payment Date'.
For your information we do not offer the 29th, 30th and 31st as a payment date and we allow a maximum of 3 payment date changes in a 12 month window.
There may be instances where you cannot change your payment date (if you have a pending payment due etc.), and you will be guided on screen if this applies to you.
If you are experiencing a change in your financial circumstances and would like to discuss this with us, please contact us.
When your Direct Debit payment is collected 'V12 Retail Finance' will appear on your bank statement.
Yes, you can make additional payments. You can do this via Debit Card or Bank Transfer on the AppToPay app or by clicking 'Make a Payment' on the relevant agreement on your Dashboard.
When making a payment, you will be guided through the process and any relevant options for your overpayment on screen before it is made. Further payments will be reflected differently depending on your account type. You can choose any lump sum payment to reduce the remaining term of your agreement while keeping your monthly payment amount the same. Alternatively, you can keep the remaining term the same and reduce your monthly payment amount. If you are in a position to make additional affordable lump sum payments towards your credit agreement before the end of the agreement term you may be eligible to receive an interest rebate. You can request a settlement figure from us at any time. Please note that some payments, depending on their value and when they are paid, do not qualify for an interest rebate. Interest rebates are calculated in line with the terms of the agreement and the Consumer Credit (Early Settlement) Regulations 2004.
Please note:
- We do not accept credit card payments
- Payments are processed instantly but can take up to 24 hours to update on your account
If you would prefer to discuss this with a member of the team, please contact us.
You can cancel a Direct Debit at any time by contacting your bank or building society, as well as contacting us. If you settle/close your account, we'll cancel the Direct Debit after 10 days.
If you need to cancel your Direct Debit due to a change in your financial circumstances, please contact us.
You can update your bank details to another account of yours. You can do this via the AppToPay app or via your Dashboard.
Please note:
- We do not accept payments from savings accounts
- The bank account must be based in the UK and in your name
- If it is a joint account, you must have the authority from the other party to set this up
- You will need to make this change for every V12 account if you have more than one
If you still have questions about updating your bank details or would prefer to complete this with one of our team, please contact us.
Yes, you can settle your account at any time. If you make additional affordable lump sum payments towards your credit agreement before the end of the agreement term, you may be eligible to receive an interest rebate. You'll need to request a settlement quote to ensure we rebate any necessary interest. You can request a settlement figure from us at any time under the relevant agreement in your AppToPay app or your Self Service portal.
If you've got a Buy Now Pay Later agreement and you want to settle your finance before the end of your non-payment period, a settlement fee will be charged. If a fee applies, it will be detailed in your credit agreement, welcome letter, and reminder letter.
If you would prefer to discuss this with a member of the team, please contact us.
No, you cannot increase your Direct Debit but you can make additional payments. You can do this via Debit Card or Bank Transfer on the AppToPay app or by clicking on the relevant agreement on your Dashboard.
How this reflects on your account will depend on your account type.
Buy now pay later
If you have a Buy Now Pay Later agreement, any partial payments you make will reduce your monthly payment amount, not the term.
Interest free
When you make an additional lump sum payment, let us know if you would like to reduce the remaining term by keeping your monthly payment the same. Or keep your remaining term the same and reduce your monthly payment amount.
Interest bearing
When you make an additional lump sum payment, let us know if you would like to reduce the remaining term by keeping your monthly payment the same. Or keep your remaining term the same and reduce your monthly payment amount.
If you make additional affordable lump sum payments towards your credit agreement before the end of the agreement term, you may be eligible to receive an interest rebate. Some payments do not qualify for an interest rebate depending on their value and when they are paid. Interest rebates are calculated in line with the terms of the agreement and the Consumer Credit (Early Settlement) Regulations 2004.
If you have any questions about making payments or would prefer to do this over the phone, please contact us.
We understand that circumstances can change. Unexpected events come along that might mean that your ability to repay your loan is affected.
If you find yourself in this position, we have options to help you get back on track. For example, we may be able to offer a temporary payment arrangement or time to seek independent help.
Our dedicated experts will work with you to find a solution that’s right for your individual situation. Find out ways we can help.
Yes, your transaction history is available to view and/or download. Simply click the relevant agreement in the AppToPay app or under Transactions in the Self Service portal.
You can see your transaction history anywhere, anytime. Most requests will be processed immediately, while those made overnight will be handled when we reopen. You can find the document saved in the Documents area. A new document will only be created if there are new transactions since your last download request.
We can also provide options such as large print, audio, braille, or coloured paper. If you need us to communicate with you differently, please contact us to let us know.
You can find your current balance in your AppToPay app or via your Dashboard.
If you wish to discuss your balance, please contact us.
Yes, you'll get confirmation of your account being settled sent via email if your communication preference is set to email. This will usually be sent around 10 days after we've received your last payment. If you have already settled your account and need documentation to show you have cleared your balance, you can request a statement. You may find more helpful information under 'Can I get a copy of my transaction history?'
Managing my account
Yes! You will be able to access your account in the AppToPay app or on the Self Service Portal for 3 months after account closure to allow you to download any documents you might need in the future. You can still contact us after this time if you require any help or support.
When logging in to the AppToPay app or your Self Service Portal, you will be able to view all your V12 Retail Finance agreements in one place.
If one or more of your agreements is missing, you can manually add them.
If you cannot automatically see an agreement, it’s likely some of your details do not match. You will not be able to view anyone else’s agreements, such as someone sharing your home address.
Please note that you can only link an agreement if it is:
- currently open
- closed within the last 3 months
- is in your name
- all your details match (no old addresses/emails etc.)
Yes, you can nominate someone to act on your behalf. This means that they can talk to us about anything to do with your account which means they will have access to information you have provided to us. They’ll need to be on the call with you, each time, to do this.
To add or remove a third party on your account, you’ll need to contact us. Our opening hours are Monday to Friday, 9am - 5pm.
You can change your address and contact details by visiting 'My Account’ and editing your details. We ask that you only update your address details once you are living at your new property. If you would prefer to speak to one of the team, please contact us to update your details.
If you are moving outside of the UK, we'll need to confirm some information with you before updating your address in case we need to make contact with you about your agreement(s).
You can update how we contact you by going to 'My Account' and changing your options.
We prefer to use email for most of our communications—it's faster and more environmentally friendly. However, there are some regulatory communications that we have to send via post.
If you would prefer to speak to one of the team, please contact us to update your details.
To make changes to the name on your account, we will need documentation that proves the change of name. We won’t be able to change your name without this documentation.
This can be provided in the form of a Marriage Certificate, a Certificate of Separation, or a Deed Poll Certificate.
You can send your documentation to us via
If you think the date of birth we have for you is incorrect, then please contact us. We will be able to let you know the next steps required to update your date of birth.
We’d love to let you know about exciting new releases, products, and services*. We want to make sure you don't miss a thing.
If you would prefer not to receive these right now, simply update your marketing preferences by visiting the AppToPay app and editing your options. You aren’t able to change your preferences using our Self Service Portal.
If you would prefer to speak to one of team, please contact us to update your details or send us a secure message.
*We are Secure Trust Bank PLC and V12 Retail Finance Limited, part of the Secure Trust Bank Group of companies. There may be occasions when we would like to make you aware of products and services from us and carefully selected third parties.
New orders
We check your credit report when you make an application with us. We do these checks to confirm your identity and to assess if you can afford the product.
We use Transunion and Experian for credit checks.
There are two types of credit check – a soft credit check (or soft search) and hard credit check (or hard search).
Soft credit checks are only visible to you and us on your credit file, whereas hard credit checks are visible to anyone who checks your credit file. That means that soft credit checks won’t impact your score (no matter how many of them there are), while each hard credit check may lower your score.
At V12 Retail Finance, our Pay in 3 product has a soft check and for all other products, they have a hard check. Once your order has been confirmed by the retailer, all agreements are registered with the credit reference agency.
Find out more information provided by Experian.
We’re here to help you find ways to pay for the things you love. You can find V12 Retail Finance on the high street and with online retailers.
If you haven't signed your agreement yet, please call us to cancel your application on 029 2046 8916 or alternatively, you can email us at
If you have already signed the agreement, you need to talk to the retailer about cancelling the order or services.
If you've changed your mind about getting finance but still want to keep the product or service, please check your right to withdraw. You may find more helpful information under 'Can I withdraw from the finance once I have signed?'
Based on the type of agreement you have, you may have the right to withdraw. Please refer to your agreement for further information on withdrawing from the agreement once it has been signed. You can find this under 'Documents' in the AppToPay app or your Self Service Portal.
If you have signed a regulated agreement, you have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement.
What does this mean?
- You have 14 days to cancel the finance
- You get to keep your goods/services
If you choose to withdraw from the finance, you will need to arrange to pay in full for your goods/services via another method.
If you have an unregulated agreement, you do not have the right to withdraw from the finance, but if you speak with the retailer, they may authorise cancellation of the order (at their discretion), but you may need to return the products.
Our AppToPay finance product has officially closed, but we have exciting news! The AppToPay app has been expanded to all customers to be able to self-service all V12 Retail Finance products, offering you an enhanced and seamless account management experience moving forward.. If you were a previous AppToPay Pay in 3 customer, you can still view your old AppToPay orders in the app for up to 90 days after closure. Simply log in with your existing details to access your closed account information. Should you have any questions about your closed AppToPay finance agreement, our team is here to assist you. You can reach out through the app or contact us directly at 029 2046 8900.