Hey!FNPL Hand

How can we help?

We’re here to help you 7 days a week.

Fly Now Pay Later Customer Support Image
Fly Now Pay Later Customer Support Image Fly Now Pay Later Customer Support Image Fly Now Pay Later Customer Support Image

Hit us up in the app!

If you want to chat to one of our support team, just download the app, sign up and drop us a message in the in-app chat!

Log in

You asked, we answered

I’m a traveller

Covid-19

The UK Foreign Office has advised against all travel to several countries and regions until further notice. Therefore we recommend you cancel your plans if you’re due to travel in the next few weeks. 

We don’t know how long this advice will last, but you can check the foreign office website for updates. You should get a full refund from your airline or travel company if your flight is cancelled, or if you’re forced to cancel because the Foreign Office advises against travel. However, because a pandemic is considered an extraordinary circumstance, you won’t be entitled to compensation.

We are processing the most urgent requests and changes at the moment, but we will process your cancellation before your departure date. All cases are handled by our dedicated support team and they will reach out to you as soon as there are any updates to share.

If your flight starts or ends in the UK, or an EU country, your airline should reroute you or refund your full fare.

The airline you booked with has a duty to rebook you on another flight or a ‘rescue’ flight, or help you organise travel home.

If your airline just isn’t helping you, or you can’t get in touch with them, here are a few things you can try:

  • If you’re on a package holiday, or you booked through a travel agent, get in touch with them. They should be able to advise you further and possibly book alternative travel for you.
  • Check to see if your travel insurance will cover alternative travel costs and any extra accommodation you might need.
  • Did you book flights only, direct with the airline, but haven’t got travel insurance? You might have to organise and pay for alternative travel and accommodation yourself. You can also try and get in touch with the British consulate in the country you’re visiting for advice.

Unless the Foreign Office has officially warned against travel, you probably won’t be able to get a refund if you decide to cancel. There’s no harm in contacting your airline or travel company to ask though – some are being more flexible at the moment. 

If you were due to travel through a significantly affected country on a connecting flight, contact the airline or travel agent you booked with and you should be able to get rerouted.

We know that coronavirus (COVID-19) is causing uncertainty and the situation is changing daily.

We’re monitoring things closely and our team is in contact with health authorities and government agencies around the world to ensure we are following all the very latest advice.

However, rest assured that if the destination you’re travelling to has travel restrictions, we’ll offer you a free amendment or a full refund.

Some countries are not permitting entry to travellers who have visited certain destinations within 14 days of their arrival.

You should try to keep up to date with the latest FCO travel advice updates for the destination you are travelling to, as restrictions can change at short notice. Should any restrictions directly apply to you or members of your party then speak to your travel company to discuss your options.

If excursions or attractions that are included in the price of your holiday are closed or can’t go ahead — and this significantly changes your package holiday or impacts your overall experience — then you might be entitled to a refund. You should speak to your travel company to discuss your options and see if you’re eligible for a refund.

App

Using the app is super simple. Just download it (obviously) and it’ll talk you through everything you need to do to sign up, get access to your virtual card and start booking that dream trip.

As long as you tick all of the boxes below, you’re good to go.

✔️18 years of age.
✔️Are a resident of the United Kingdom.
✔️Have a UK mobile phone number.
✔️Have a payment debit card registered to the same address as detailed in your application.
✔️Pass our credit check.

You’ll need your driving license (provisional is fine) or passport so we know that it’s you that’s applying, but apart from that, you won’t need anything at all!

As soon as you have booked your trip with your virtual card, you’ll receive an email that confirms your payment plan and gets everything in writing.

After that, you’ll be able to keep track of your transactions in the app, but we’ll also email you when you can check out your monthly statement. (We love the planet, so almost everything we do is paperless.)

We’ll take your payments automatically on your repayment date. (We’ll charge the card registered to your account.) 

If you want to make early repayments — or just pay off a little extra chunk here and there — you can do that easily from the app too.

While it’s important you keep to the agreement we have together, we know that sometimes, things happen. If you miss a payment, we’ll send you a gentle reminder and charge a £12 late fee. 

If you miss more payments, we’ll have to take further steps, but that’s all outlined in your Credit Agreement. (We’ll send you this when you open your account.)

If you’re struggling with your repayments or having financial difficulties, get in touch with us as early as possible and we’ll do what we can to help make things easier.

Just drop our support team an email (support@flynowpaylater.com) and they’ll take care of it for you.

Before you can sign up, we’ll run a credit check to make sure you’re eligible. Make sure you fill out all your personal details correctly to make sure there are no hiccups. (Maybe even double-check your credit score to make sure there’s nothing that’ll trip your application up.)

Of course! You’re free to pay off any amount whenever without any extra charges. Just head to your app and tell us how much extra you’d like to pay off.

However, because repayment dates are agreed on from the beginning, we’ll still take your monthly repayment every month until your balance is paid.

Absolutely. You can use the app to add multiple cards and flip from one card to another. 

Don’t want to use a card this month? No problem, just switch it off and use a different one.

First of all, high five! Everything’s all square, so there’s nothing left to do.

If you want to book another trip, you can now set up another card and start booking. 

(Quick note: if it’s been more than 90 days since your last FNPL credit check or you’ve changed your details, we’ll need to run another quick check before you get your card.)

To make a decision, we run credit checks and eligibility checks.  If all the information you provided was correct, there was probably something in your credit report that made you unable to borrow the money you need. We’ll email you with a quick explanation as to why you were declined as quick as we can. 

If you check your credit report and feel we made a mistake, get in touch with our team at support@flynowpaylater.com and we’ll look into it!

While we have a number of fraud prevention measures in place, it’s impossible to prevent it entirely. If you think you’ve been a victim of fraud, don’t hesitate to contact our support team on support@flynowpaylater.com. They’re around 7 days a week to help with whatever you need.

If you haven’t used your card, you can delete it quickly and easily with our app.

If you want to amend the credit limit on your virtual card, you’ll be able to delete the virtual card and create a new one with a different credit limit. 

Every virtual card that you create has a 24-hour window for you to use with any travel merchant. (Don’t worry, we won’t take payment from your bank account until you have used the virtual card.)

All virtual cards will expire if they are not used within 24 hours. If you need a new one, you can set one up quickly in the app.

If you’ve got your ID ready, you can set up your account and get your virtual card sorted quicker than you can say “book a trip to see aurora borealis”. 

(However, sometimes, if your ID looks wildly different — say you grew a cool new beard or now rock an awesome pair of specs —  it can take a tiny bit longer. )

If you want to cancel or change your booking, you’ll need to contact your travel provider directly. (Cancellation fees and charges are likely to apply.)

Any refunds you get will be credited back to your Fly Now Pay Later account. If the refund is not enough to cover your outstanding balance, you are liable to repay the remaining amount.

Refunds can take 6 to 8 weeks to be processed. In the meantime, you are required to make your contractual monthly payments to Fly Now Pay Later until any applicable refunded amount is received, which will be deducted directly from your account balance.

We’ll only use the information you provide us with to perform a credit check and make a decision on your application. For more information on how we handle your data please see our privacy policy.

Depending on the plan you choose, you may have to pay a transaction fee, deposit or interest charges. (We’ll let you know the specifics in your credit agreement).

At the moment, Fly Now Pay Later is currently only available to UK residents. However, we’re working really, really hard behind the scenes and can’t wait to roll it around the world. 

(Pssssst. Keep your eyes peeled in the early months of 2021!)

You can use Fly Now Pay Later to book almost every part of your dream trip from flights to hotels, hostels and transfers. (You can’t use it for things like train tickets, luggage or the perfect pair of sunnies, however.)

If we are unable to offer you an account, we’ll immediately notify you and email you with a reason.

To prevent your account from fraud, we always make doubly-sure that it’s you setting up the account in the first place. That’s why we ask to see ID and get you to take a selfie.

Don’t worry, this is a really quick fix. Head to your travel website and go to the payment page. When you see the Fly Now Pay Later button, click “I already have an account” and our super-smart system will take care of everything else.

Your travel provider should send your booking confirmation as soon as you’ve completed your booking. If you don’t get it, give us a shout on support@flynowpaylater.com.

If we haven’t teamed up with a travel provider — or your holiday isn’t eligible (say it costs more than £3000) the Fly Now Pay Later payment option will not be visible. But give us a shout on support@flynowpaylater.com if you think there’s been a mistake.

Of course!  You can use the app to book for anybody! 

(However, please note that you will still be responsible for adhering to the terms and conditions of the credit agreement, regardless of who travels.)

Account Questions

Heck yeah! Once you’ve paid off your outstanding balance, you can reuse your Fly Now Pay Later account to book dream trips time and time again.

Your first monthly payment will be due one calendar month from the date your account was set up. The remaining payments will be taken on that date too. 

We’ll send you your first bill 7 days prior to your due date and keep you up to date with an email confirming the amount and due date each month.

If you want to change your payment date to a date that’s easier for you (say, payday for example), give us a shout on support@flynowpaylater.com.

Visit my.flynowpaylater.com, go to settings and add your new details. It’s as easy as that.

The best way is to email us at support@flynowpaylater.com or use the in-app chat to speak to a real human being (not a robot).

However, if you like to kick it old school, you can call us on 02033222996 too.

We take payments automatically on the repayment date from the registered card on your account. However, if you would prefer to make the payment manually, you can do that too. Just head to the app or visit my.flynowpaylater.com.

You’ll still need to repay your monthly balance even if an early/extra payment has been made (unless you paid everything off, of course).

It all depends on your card issuer, but the funds are usually sitting pretty back in your account within 48 hours

We use pre-authorised payments, so if your application is incomplete then the payment will show up as pending. (Don’t worry, we’ll automatically cancel this pre-authorisation if you decide not to go ahead with your booking, so the money will never leave your account.)

Definitely, we’re always happy to help make things easier for you. However, if your due date is in the next 7 days, the change won’t take effect until the following month.

Log in to my.flynowpaylater.com, head to the settings tab and you’ll be able to change it there.

(If you’ve lost your phone or don’t have access to your previous phone number, shoot an email to support@flynowpaylater.com letting us know the old number and the number you’d like to change it to, plus a snap of your driver’s licence or passport so we know it’s you, and we’ll take care of it.)

Contact us urgently on 02033222996 if you think that your account or card has been subject to fraud.

If you have any complaints, please email complaints@flynowpaylater.com and we’ll start looking into it. We’ll do everything we can to make sure it’s resolved in a way you’re happy with.

If you’d prefer to write to us, please use the address detailed within your credit agreement.

I’m a guarantor

General questions

Once the applicant has filled out their part of the application, we’ll send you a link to a guarantor application. 

We’ll ask for some basic information — name, address, salary, etc… — and then run some checks to make sure that you’re a good fit. (If you’re financially stable and haven’t had trouble paying back their bills recently, then you’re usually a good fit.)

If the checks come back all good and proper, we’ll approve the lending and let you and your guarantee know.

If your payment is not received on the due date, we’ll notify both you and your guarantor as soon as our system catches it. 

And while we’ll always try to resolve the situation with you first, we need to keep your guarantor up-to-date with any plans we make with you so that they’re always aware of the state of the account.

If you can’t make the payment within 15 days, we’ll let your guarantor know and attempt payment from them. We do this to prevent the account from falling further behind, which would mean extending the loan term. However, we’ll only ever ask your guarantor to pay in line with their agreement and in the best interests of you both.

Lots of people think that a guarantor has to be a family member or a homeowner, but that isn’t true.* 

A guarantor can be anyone who is aged 18-75, hasn’t had trouble paying their bills in the past and who can afford to make the monthly payments if you can’t. 

That means it could be your family, your friends or even neighbours. 

*Although they do not have to be a homeowner, it may increase the possibility of us accepting them as your guarantor if they do own their own home.

We’ll text or email you a link to give to your guarantor. All they need to do is click the link, fill in their details and sign the agreement form online.

If you want to stop being a guarantor, you’ll have to pay the balance owed in full. Once the account is closed, you’re no longer a guarantor.

You can update your guarantor’s details when you log in to your account. (Next to where you update your own details.)

It’s really important that you and your guarantor keep your contact and payment details up to date so we can notify you if anything changes or goes wrong.

The account will not show up on your guarantor’s credit file.

As part of our checks, we’ll make sure your guarantor is financially stable and hasn’t had trouble paying back their bills in the past. But those checks are soft checks, which means they won’t show up on your guarantor’s credit file. 

The only instance in which the guarantor could find their credit file and score affected is if both the borrower and the guarantor do not pay and we are forced to take court action and a CCJ (County Court Judgement) is issued.

If your guarantor was declined, it’s probably because they didn’t meet our criteria to be a guarantor. Perhaps they’ve had money troubles in the past or didn’t pass the affordability checks.

However, don’t worry! If you can find someone else to be your guarantor, you can send them the same application link and pick up where you left off.

Can’t find what you’re looking for?

Contact us directly.

For help with your guarantor application 
or any queries that you may have

guarantors@flynowpaylater.com

For help with your booking, setting up your account, repayments or anything else.

support@flynowpaylater.com