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Everything you need to know about Capital on Tap, our cards, and services.
You are eligible for a Capital on Tap Business Credit Card if:
The daily withdrawal limit is 2 transactions, with a maximum cumulative value of £400.
There are merchant categories where you cannot use your card due to the nature of business funding. We currently do not support a few specific types of merchants, in line with our Terms and Conditions. These include:
While access is generally unlimited, it's subject to the specific lounge's capacity and operating hours. Some lounges may have restrictions during peak times.
Yes we run searches on your personal and business credit files when reviewing your application. The search on your personal file is soft, and the search on your business file will be visible to other funders.
If points are redeemed to a bank account, this might have tax implications, but the specifics can vary depending on the individual's circumstances. We are unable to provide our customers with tax advice. We recommend consulting with a professional such as your accountant, a tax advisor, or an Independent Financial Advisor (IFA) if you have any questions or concerns regarding your tax obligations. This will help ensure you receive personalised advice that is tailored to your unique situation.
We’re sorry for the inconvenience. Even with an active arrangement, you might still get automatic messages about the overdue amounts. Because of our regulations, we’re unable to stop these messages at this time. Thank you for understanding.
Yes you can, just follow these instructions:
If you receive an error message when trying to add your card, we may need to double-check your details. Please log into the Capital on Tap app and proceed with the process that appears to ensure accuracy.
Once added, remember to set your Capital on Tap card as the default payment method in your phone's wallet app settings. This ensures the correct card is used for payments.
Yes you can, just follow these instructions:
If you receive an error message when trying to add your card, we may need to double-check your details. Please log into the Capital on Tap app and proceed with the process that appears to ensure accuracy.
Once added, remember to set your Capital on Tap card as the default payment method in your phone's wallet app settings. This ensures the correct card is used for payments.
To add your Capital on Tap card to your phone's mobile wallet for easy contactless payments, follow the steps below for your device.
If you receive an error message when trying to add your card, we may need to double-check your details. Please log into the Capital on Tap app and proceed with the process that appears to ensure accuracy.
Adding Your Card to Apple Wallet
Adding Your Card to Google Pay
Once added, remember to set your Capital on Tap card as the default payment method in your phone's wallet app settings. This ensures the correct card is used for payments.
Yes, as long as you’re an active director or shareholder of another limited company, to a maximum of two accounts.
If you apply, you may receive a message saying “It looks like you already have an account with us…”, this means that your application has come through for the correct team to review.
We will notify you with an update on your application within 2 business days.
At the moment, Capital on Tap can’t accept applications from charities, non-profit organisations, trusts, funds, or Royal Charters. Please check back regularly for updates on our eligibility criteria, as we may expand our offerings in the future.
Yes, you can block ATM transactions on all cards. Click on the 'Cards' page in your portal, select the card and update the 'ATM Withdrawals' permissions.
We encourage customers to link all accounts that are relevant to your business to get the best offers. It’s easy to add a new bank account. Just navigate to the linked bank accounts page in ‘Your account’ in your online account and select ‘Add a new account’ or ‘Add another account’.
Yes, we can cancel a payment if you notify us at least two business days before it’s due. If it’s within two business days, we can’t cancel it for you, but you can call your bank and ask them to cancel just that payment. However, please specify the payment and not the whole Direct Debit mandate.
To apply, you’ll need to fill out our one-page application with basic business and personal information. Make sure you have your registered business number ready too.
Once you’ve signed up, we’ll review your application to ensure your business meets regulatory requirements. If everything checks out, we’ll send you a Capital on Tap Business Credit Card to access your funds.
Sometimes, we might need more information about your business, like trading activity or details of other business owners. If this happens, we’ll email you within one business day to let you know what else we need to complete your application.
Log in to your Capital on Tap account and visit the Cards page to activate your card. On this page, you'll also be able to view your PIN and request additional cards.
Yes, your membership includes two complimentary guest passes each year. Additional guests can join for £20 each, per visit.
We don’t currently offer the option to update your payment due date, however this is something we’re working to introduce in the future.
If you’d like to repay more regularly, you can switch your repayment option to weekly full balance repayments. If you opt in, we’ll schedule a Direct Debit every Monday. The payment will be collected every Thursday and your account will be updated the following business day once the payment has cleared.
If you’d like to talk to us about your upcoming payment just give us a call on 020 8962 7401.
Yes, customers on our Business Rewards and Pro tiers can convert their rewards for Avios.
Yes! In order to draw down your funds, you must have a valid Direct Debit in place. You can draw down the funds via the Dashboard on your online account. The funds should usually reach your account within minutes but can take up to a maximum of two hours. Please note drawdowns will always incur interest on a daily basis until repaid in full.
Yes, you can. We conduct these periodically for all accounts, but if you’d like to request a review, please call us on 020 8962 7401. When we complete a limit review we may run searches on your business credit file to determine your eligibility, similar to those that we ran when you first applied.
Yes, if you lose your metal card or it is stolen, we will provide one metal card replacement a year without charge. We may charge a fee for any further replacements (and such fee shall be at the rate set out in your Portal), or you may opt to receive a plastic card replacement without charge.
No, the metal card will be issued for the main account holder and you can only hold one metal card at any time.
Yes, you can have an unlimited number of employee cards on your account. You can also set individual spending limits for each card from the Cards page of your account.
Section 75 is a consumer protection under the Consumer Credit Act 1974. If you are a limited company with a Capital on Tap credit card, your agreement is not covered by the Consumer Credit Act and so Section 75 does not apply.
You may still be able to raise a chargeback depending on the circumstances of your claim. If you would like to raise a chargeback please check our other FAQ's on the topic 'Raising a dispute' to find one that aligns with your circumstances.
Yes, all Capital on Tap Business Credit Cards support contactless payments. You can use contactless anywhere that accepts both VISA and contactless. If it’s not accepted, you can use Chip & PIN instead.
In 2021, the contactless limit increased to £100 per transaction. After several contactless payments in a row or once you’ve spent £300 since last entering your PIN, you’ll need to re-enter your PIN.
The simplest way to pay is by Direct Debit, but you can also make a bank transfer (BACs) payment or a debit card payment from your account. However, the maximum repayment on a debit card is £5,000. You can also make a balance transfer but please be aware they may trigger an internal credit review.
If you’re unhappy with any aspect of your experience with us, we want to know about it. We want to make it right for you if we can, and prevent similar issues in the future.
How do I raise a complaint?
For the fastest response, please give our team a call on 020 8962 7401.
Otherwise, you can chat to us via live chat during business hours, or drop us an email at contact@capitalontap.com and we’ll aim to get back to you within one business day.
Our team is available 24/7 and if they can’t resolve your issue immediately, they’ll refer you to a specialist who will investigate and get back to you.
While we welcome feedback via post, we can respond faster via call, chat, or email.
What should I include?
Provide as much information as possible to help us resolve your concerns. At a minimum, include your contact details, what led to your complaint, and your desired resolution.
What is the complaints process?
Can I go straight to the Financial Ombudsman Service (FOS)?
We always endeavour to resolve any of your concerns internally. However, if you remain dissatisfied after having followed the procedure set out in our Complaints Policy, you have the right to refer your complaint to the Financial Ombudsman Service if you are an eligible complainant.
Their details are as follows:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
FOS consumer leaflet: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.html
How do you record my Complaint?
In line with our regulatory requirements, we will log each complaint. Please view our Privacy Policy for further details on how we store and use information held about our customers.
Complaints Publication Report
Firm name: New Wave Capital Limited
Group: (if applicable): N/A
Other firms included in this report (if any): N/A
Period covered in this report: 1 April 2022 – 31 March 2023
Brands/trading names covered: Capital on Tap
|
Number of complaints opened by volume of business |
||||||||
|
Product / Service |
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Percentage closed within 3 days |
Percentage closed after 3 days but within 8 weeks |
Percentage upheld |
Main cause of complaints opened |
|
Credit Related |
- |
- |
1468 |
1404 |
- |
- |
39.2% |
- |
We do not accept payments from a PayPal account. You can, however, make a debit card repayment at any time via the 'Payments' page on your portal.
Yes, you have complete control over how much your employee spends per billing period, or per single transaction. Click on the 'Cards' page in your portal, select the card and update the relevant spend control.
Yes, you can upgrade to the Pro tier at any time through the Manage Plan option in your Portal.
You can use your Capital on Tap card almost anywhere in the world, and at any seller who accepts VISA. Better still, we don’t apply any charges or commission on those transactions above the base exchange rate, and you don’t even have to notify us of your trip abroad!
However, there are a few countries where you can’t use your Capital on Tap card in compliance with our obligations under national and international law. These restrictions are updated regularly in response to legislation and are subject to change.
At present, the countries we don’t support are Belarus, Cuba, Democratic People's Republic (North Korea), Iran, Myanmar, Russia, Syria, Ukraine, and Venezuela.
We may also occasionally restrict spend on your card where we believe doing so would protect you from unauthorised usage, or would be necessary for compliance with our regulatory obligations.
What will happen?
Any transactions will be automatically declined. We will endeavour to contact you to inform you of the reason why your payment was declined and may attempt to call you if we require any additional information. In case your card recently declined and you did not spend in any of these regions, please head over to our Card Decline Checklist to find out why!
While most benefits are available at all Radisson properties, some benefits like access to VIP areas may only be available at selected hotels.
For new Capital on Tap customers, signing the E-Money Facility Agreement is mandatory.
Existing customers can choose to sign it to access the Preloading feature and its benefits, but it is not required.
If you choose not to sign the E-Money Facility Agreement, you won't be able to access the Preloading feature. However, your funds will still be protected, and any in-credit balance will be returned to you.
No. This is only for payments you make to another bank account by Faster Payment, sent on or after 7 October 2024 and will not apply to card transactions which are covered by other regulation.
The rules will apply to businesses that meet the definition of a micro-enterprise which is a business that:
Employs fewer than 10 persons;
and
Has a turnover or annual balance sheet that does not exceed €2 million or equivalent in pounds sterling.
You need to make a claim within 13 months of sending the payment.
You can make a claim for any amount, but we’ll only refund up to a maximum of £85,000.
We typically ask for a personal guarantee from a company director or shareholder as part of your credit card application.
All monthly variable interest rates move in line with the Bank of England's Bank Rate (calculated on monthly basis) and can only change at the start of a new billing period. They are calculated by taking the Bank of England's Bank Rate at the start of the billing period and deriving a monthly bank rate which is added to the monthly cash/card business rate. Monthly variable rates start at 1.19%. We will not pass on negative bank rates. To see the latest Bank of England Bank Rate, check their website.
Review these warning signs that indicate you may be part of an attempted scam:
Remember, Capital on Tap will never ask you to change your nominated bank account, or to share one time passcodes or your portal password.
If someone claims they’re calling from Capital on Tap, just check your app. You’ll instantly be able to see a banner, showing if you’re actually on the phone to us. You can find out more about this feature here.
If you’re unsure, hang up and call the phone number on the back of your Capital on Tap card.
We regularly review your account to see if we can offer you a higher credit limit or a lower interest rate. To ensure responsible lending, we consider timely repayments, available credit, and affordability information. These reviews are automatic, and we’ll email you if we can improve your account terms.
You can change the details by logging into your customer portal and heading to 'your account'. If you are unable to update online, please give us a call on 020 8962 7401.
We don’t share your information with any other third parties except where required by law, to meet regulatory requirements or as otherwise set out in our Privacy Policy. We use bank-level security and the latest technology to keep your data private and secure.
Connection to bank accounts is provided by Plaid, through an open banking connection to ensure a secure connection between financial institutions. Plaid works directly with banks to create secure connections that put you in control. You can revoke or renew the link to your account at any time.
A: You can find your lounge access under the 'Rewards' tab in your Portal. Simply present the QR code from your Digital Membership Card at the lounge for easy entry.
If you see any transactions you didn’t make, contact us straight away on 020 8962 7401.
If you get a call claiming to be from Capital on Tap, check your app. Look for a banner that confirms an active call with us. If you don’t see this banner, go to your app settings, tap ‘Security’, and check the “Active Call status.”
If there’s no active call listed, hang up immediately. Do not trust any excuses from the caller. Instead, end the call and contact us on 020 8962 7401.
You can change the details by logging into your customer portal and heading to ‘your account’. If you are unable to update online, please give us a call on 020 8962 7401.
Just head to your Customer Portal and to the 'Cards' page. Follow the instructions there to change your PIN.
Don't forget to visit an ATM and complete a balance enquiry to finalise the PIN change.
You can change your repayment option at any time via your online account. Simply login and head over to the 'Payment' page.
Please note, if you want to update your repayment option for the billing period you are currently in, this will not work. Changing your repayment option will come into effect for your next billing period.
If you need to change your repayment amount for your current billing period, please call our operations team on 02089627401.
You can see your total outstanding balance, as well as your available balance on the Dashboard of your portal at any time.
You can currently connect your Capital on Tap account to Xero, FreeAgent and Sage!
Simply follow these steps:
To get in touch please click the chat bubble at the bottom right of this page. Alternatively, call us on 020 8962 7401.
We’re sorry to hear you want to close your account, and we’d appreciate your feedback on what prompted this decision. To begin the account closure process, please email or call us.
If there’s an outstanding balance on your account, it must be paid in full before we can finalise the closure. Your account will be suspended during this period. Remember, there are no fees to keep your Capital on Tap Business Credit Card account open if your balance is zero.
Please note: once the account closure process has started, we can’t stop it.
We recommend going to your chosen accounting platform’s portal and disconnecting your Capital on Tap account from there. You can reconnect it any time through your Capital on Tap account.
It’s simple:
We will send you an email on the last day of your billing period letting you know when your Direct Debit is due. You will also be able to view this information in your account.
Simply select the 'Login' button on the top right-hand side of our website. You will then need your email address and password to log in.
If you are a Business Rewards Credit Card customer, you can redeem your rewards points for Avios via the Rewards page on your portal, you just need your British Airways Avios account details to hand!
If you're not already a Business Rewards Credit Card customer, you can learn more about it here.
You can redeem your points via the 'Rewards' page on your portal.
You can redeem your Rewards points as an e-gift card via the ‘Rewards’ page on your online portal. Choose ‘Redeem for e-gift cards’ and choose your preferred retailer.
You can view all available brands and the Terms and Conditions here.
We're thrilled you want to refer a friend! You can find your unique referral link in your account. Alternatively, contact us through online chat or give us a call at 020 8962 7401 to get your unique referral code.
To complete an online purchase, please select the correct card type and ensure you use your business address as the billing address. Please then complete all other required fields online, all of which can be found on your Capital on Tap card.
Some of your transactions may be authorised using a One Time Passcode (OTP). Please remember to never share your OTP over the phone, not even with a Capital on Tap employee.
The merchant will usually need your name, your 16-digit card number printed on the back of the card, the expiry date and the card type which is Visa Credit. The expiry date is shown as the 'Valid Thru' or 'Expires/Ends' date. They may also request your CVV number, which is the last three digits on the signature strip of the card.
Some of your transactions may be authorised using a One Time Passcode (OTP). Please remember to never share your OTP over the phone, not even with a Capital on Tap employee.
When you link a financial institution to Capital on Tap, you choose the accounts with that financial institution or bank that will be connected. If you don’t want all of them to appear on your dashboard, you can choose them individually.
You can remove or unlink your external accounts. Just keep in mind that if you have multiple accounts from the same place, all of them will be removed. Simply navigate to the linked bank accounts page in ‘Your account’ and select the institution you want to remove. Once selected you’ll see an option to remove the account.
Simply log in and head over to the 'Transactions' tab. Here you can download your statement as a PDF or CSV file. You are also able to view details of your next payment on the 'Payments' page.
We will also email your statement at the end of each billing period.
We collect payments via Direct Debit each month. Make sure you have your Direct Debit set up and we'll take care of the rest!
Log into your account, navigate to the ‘Payments’ page, and follow the instructions to opt in for ‘Weekly Repayments’. Once completed, we’ll handle everything else for you!
You can change your repayment option anytime. However, if you switch on a Monday morning, we might have already scheduled your Direct Debit for that week.
You can review and sign the E-Money Facility Agreement through your portal or app. Once signed, you'll be able to access the Preloading feature and its associated benefits.
Modulr is required by law to use a process called Safeguarding to protect customer money. This means they ensure that 100% of the funds they receive in exchange for e-money are safeguarded on receipt, meaning that these are segregated from all other funds that they hold and they cannot be used for any other purposes.
This is completely separate from the additional funds that Modulr holds to meet its corporate obligations and run its business. 100% of the funds they safeguard must be held in specially designated client accounts at credit institutions (banks) or the Bank of England.
Linked bank accounts allow us to learn more about your business to assess if you are eligible for an increase in your credit limit.
We offer several repayment options:
As long as you are paying at least the minimum amount each billing period, you do not need to make an early repayment.
However, if you opt in to weekly full balance repayments a Direct Debit will be scheduled every Monday. The payment will be collected every Thursday and your Capital on Tap account will be updated the following business day once the payment has cleared.
You can repay via debit card at any time via your account. Simply login and head over to the 'Payments' page.
Your points are available instantly after making a transaction. Just head to the Rewards page in your account to redeem them!
Your card will be delivered to you within 3-5 business days from the completion of your account setup.
If it hasn't arrived by the 6th business day, please get in touch.
Your funding costs depend on your interest rate and how long you want to borrow the funds for. Rates start at 1.21% per month. We continually review accounts to see if we can provide better interest rates or higher credit limits. We'll be in touch with you if we are able to do this.
Check your eligibility with the quick one-page online application. Click here to submit a few pieces of information about you and your business. 80% of our customers receive a decision within 2 minutes!
Radisson Rewards VIP status is complimentary with your Capital on Tap Pro membership. You don't need to qualify separately.
There are no joining, monthly or annual fees with our standard Business Credit Card! You'll even earn rewards points that you can redeem for cashback for free with this card.
You can upgrade to our Business Rewards Credit Card if you would like the ability to redeem rewards points for Avios. The annual fee for our Business Rewards Credit Card is £99.
We have three different repayment options to suit your preferences:
You can select a monthly Minimum, Fixed Amount, or Full Balance repayment option. These will vary month on month depending on your outstanding balance. In the event that your balance is less than the Minimum Monthly amount, the remainder of your balance will be taken.
Please visit the 'Payments' page of your portal for more detail, or to make changes. You can change your repayment option at any time, however, you will need to change this before the end of your current billing period in time for your next payment due date.
You can have up to two Capital on Tap accounts if you meet specific criteria.
If you are an active director or shareholder of another limited company, you qualify for a maximum of two Capital on Tap accounts.
When applying for a second account, you may receive a message indicating you already have an account. This is normal during the review process.
We will notify you of the status of your application within two business days. Please wait for our response after applying again if you currently have an active account.
Once we've set up your account, you can create a virtual card to start spending straight away. Alternatively, you can draw funds directly into your nominated business bank account!
We have partnered with The Finance Exchange, a professional team of business advisers, many of whom are qualified accountants and all of whom have an ability to quickly understand a business and its challenges. Services include lending advisory and debt advisory projects, working alongside businesses to help identify and solve problems which may be constraining their growth, reducing their profitability and impairing their financial performance.
They are an independent third party with a focus on solutions and objectives which are not only achievable but acceptable to all stakeholders, including shareholders, directors and lenders.
Please email us on contact@capitalontap.com using 'The Finance Exchange' or 'TFE' in the subject line so we can request a call back from TFE to discuss your options or go on TFE website here for further information.
If you are having issues logging into your account please make sure your username and password are correct. If you have forgotten your password, please use the 'Forgotten Password?' option.
If you are still having issues please call us on 020 8962 7401.
Sometimes, we'll ask you to complete our identity verification process using a Passport or Driving Licence. We recommend completing this on your mobile phone by logging in to your portal and following the steps.
If you are having issues submitting your photo please check you have followed the online instructions and that your ID document is in date.
You will receive an email with the outcome of every submission. Please make sure when you reattempt you follow the email instructions. If you are still having continued problems give us a call on 020 8962 7401.
If you have cancelled unused merchandise or services and the merchant has not processed a refund, you may be able to dispute this.
Firstly, you must contact the merchant directly to discuss the cancellation and refund. Please ensure that you have cancelled the merchandise/services as per the merchant’s cancellation policy.
We always recommend keeping a record of all your communication with the merchant including your cancellation/return.
If you have not already, we may require you to return any merchandise that was collected/delivered, to progress your case.
Important Note:
We require evidence and information to support your dispute (I.e. Receipts and Copies of all your communications with the merchant).
Therefore, any evidence our Disputes Team may request is intended to strengthen your case or is the information we are obligated to provide when submitting a chargeback.
During the chargeback process, Capital on Tap is attempting to recover the funds on your behalf. However, we cannot guarantee that we will be successful in doing so, but we will utilise any evidence you can provide to support your case.
In most cases, we can only submit a chargeback within 120 days of the transaction date or the date you expected to receive the merchandise or services.
Firstly, reach out to the merchant again to discuss why they have charged you for the services and request a refund. In some cases, this can provide a quicker resolution.
We always recommend this be done in writing (ideally by email) as this can be used as supporting documentation, should you wish to raise a dispute.
If the merchant will not issue a refund for the subscription fee, please contact Capital on Tap and notify our Customer Service team that you would like to raise a dispute for a charge on your card.
From there, the team will take some details about the dispute and open a case internally. We will contact you requesting further information/evidence, to support your case.
Important Note:
We require evidence and information to support your dispute (I.e. Receipts and Copies of all your communications with the merchant).
Therefore, any evidence our Disputes Team may request is intended to strengthen your case or is the information we must provide when submitting a chargeback.
Capital on Tap attempts to recover the funds on your behalf during the chargeback process. However, we cannot guarantee that we will be successful in doing so, but we will utilise any evidence you can provide to support your case.
In most cases, we can only submit a chargeback within 120 days of the transaction date or the date you expected to receive the merchandise or services.
In the first instance, research the merchant:
Following the above, If you are unable to verify the charge in question, log in to your account immediately, head over to the Cards page and freeze the card in question.
Please call Capital on Tap as soon as possible via 0208 962 7401 to report any unauthorised activity on your account.
Our customer service team will terminate and reissue your card (if you have not already done this). The team will need to take some information from you about the transactions you are disputing and the call you received to open a case.
The Disputes team will contact you if any further information/clarification is needed during the investigation.
Yes, the Pro card is a premium metal card crafted from solid reinforced steel.
No, once enrolled in Pro, the primary card holder gets unlimited access to over 1,600 airport lounges worldwide.
No, there's no need for physical cards. You can access lounges using the digital QR code in your account.
In an instance where you have paid for the same merchandise or service via two payment methods (i.e. via cash and card or two different cards), you may be able to dispute this.
We will require proof of payments showing that the same merchant received payment twice. We also recommend you contact the merchant in the first instance, to provide them opportunity to resolve the issue.
If you are unable to resolve the matter directly with the merchant, please contact Capital on Tap and notify our Customer Service team that you would like to raise a dispute for a charge on your card.
From there, the team will take some details about the dispute and open a case internally. We will contact you requesting further information/evidence, to support your case.
Important Note:
We require evidence and information to support your dispute (I.e. Receipts and Copies of all your communications with the merchant).
Therefore, any evidence our Disputes Team may request is intended to strengthen your case or is the information we are obligated to provide when submitting a chargeback.
During the chargeback process, Capital on Tap is attempting to recover the funds on your behalf. However, we cannot guarantee that we will be successful in doing so, but we will utilise any evidence you can provide to support your case.
In most cases, we can only submit a chargeback within 120 days of the transaction date or the date you expected to receive the merchandise or services.
Go to the Login page and click 'Forgot password?' in order to reset your password. A reset password link will be sent to your email address.
No, the Capital on Tap Business Credit Card charges no FX fees.
Yes of course! If it has been 15 days since you were expecting to receive the goods or services, we can initiate the dispute process.
Firstly, you need to attempt a resolution with the merchant. We always recommend this be done in writing (ideally by email) as this can be used as supporting documentation, should you wish to raise a dispute.
If the merchant will not issue a refund, please contact Capital on Tap and notify our Customer Service team that you would like to raise a dispute for a charge on your card.
From there, the team will take some details about the dispute and open a case internally. We will contact you requesting further information/evidence, to support your case.
Important Note:
We require evidence and information to support your dispute (I.e. Receipts and Copies of all your communications with the merchant).
Therefore, any evidence our Disputes Team may request is intended to strengthen your case or is the information we must provide when submitting a chargeback.
Capital on Tap attempts to recover the funds on your behalf during the chargeback process. However, we cannot guarantee that we will be successful in doing so, but we will utilise any evidence you can provide to support your case.
In most cases, we can only submit a chargeback within 120 days of the transaction date or the date you expected to receive the merchandise or services.
Don't worry - there are a couple of options.
If you have access to our drawdown feature that can be found on your Dashboard, you can send these funds to the bank account we have on file for you. Just to confirm, if you draw down the exact amount you are in credit for, there will be no interest charges. If your drawdown exceeds that amount, there will be the usual interest charge at the end of your billing period.
If you don’t have access to our drawdown feature, you can call us on 0208 962 7401 or email us at contact@capitalontap.com with the details and we’ll arrange a refund for you.
If your card is lost or stolen, please log in to your account and either freeze your card or report your card lost or stolen as soon as possible.
Please check your transaction history on your Activities page to make sure there are no transactions you do not recognise.
If there are no unauthorised transactions you can reissue your card online to your home address. Your new card will take 3-5 business days to arrive and you will need to activate it online.
If you do have unrecognised transactions please give us a call immediately on 020 8962 7401.
For security reasons you have a limited number of times you can incorrectly type in your PIN before your card becomes blocked. If this happens please log into your online portal and view your correct PIN online via your 'Cards' tab. Please then go to any ATM and follow the PIN services option to unblock your PIN.
Capital on Tap will never call you to request secure codes you have received via SMS.
Please call Capital on Tap as soon as possible via 0208 962 7401 to report any unauthorised activity on your account.
Our customer service team will terminate and reissue your card. The team will need to take some information from you about the transactions you are disputing and the call you received to open a case.
The Disputes team will contact you if any further information/clarification is needed during the investigation.
Note: If you are ever unsure about the legitimacy of a call from Capital on Tap, we encourage customers to terminate the call and call back via the number on our website. Please visit our blog here for information on how to protect you and your cardholders.
Firstly, reach out to the merchant to discuss how the goods/services are defective or not as described.
We always recommend this be done in writing (ideally by email) as this can be used as supporting documentation should you wish to raise a dispute.
If the merchant will not issue a refund, please contact Capital on Tap and notify our Customer Service team that you would like to raise a dispute for a charge on your card.
From there, the team will take some details about the dispute and open a case internally. We will contact you requesting further information/evidence, to support your case.
Important Note:
We require evidence and information to support your dispute (I.e. Receipts and Copies of all your communications with the merchant).
Therefore, any evidence our Disputes Team may request is intended to strengthen your case or is the information we must provide when submitting a chargeback.
Capital on Tap attempts to recover the funds on your behalf during the chargeback process. However, we cannot guarantee that we will be successful in doing so, but we will utilise any evidence you can provide to support your case.
In most cases, we can only submit a chargeback within 120 days of the transaction date or the date you expected to receive the merchandise or services.
There may be times when a weekly full repayment Direct Debit isn’t scheduled. This may be due to:
We proudly integrate with Xero, FreeAgent, QuickBooks*, KashFlow*, and Sage. You can export your Capital on Tap transaction data and seamlessly connect with your preferred platform.
If your favourite accounting platform isn't listed, please contact our team at 020 8962 7401. We're continuously working on our product and appreciate your feedback!
*Compatible with data export only.
We don't like charging late fees and recommend you contact us on 020 8962 7401 if you think you might not be able to make a scheduled repayment. In the event we can't reach you, your account may incur additional charges for late payment as outlined in your credit agreement.
You have several repayment options which you can update to suit your preferences. Our monthly repayment options are:
In the event that your balance is less than the minimum monthly amount, your full outstanding balance will be taken.
The exact amount will vary month on month depending on your outstanding balance.
You can also select a weekly full balance repayment option. If you choose this option, we will schedule a Direct Debit every Monday and a payment for your full outstanding balance will be collected every Thursday. Your Capital on Tap account will be updated the following business day once the payment has cleared.
You can repay at any time by making a debit card payment (up to the value of £5,000) or making a bank transfer. Details for both can be found on the 'Payments' page of your account.
A linked bank account is an account linked with your Capital on Tap Business Credit Card account via open banking. Linking bank accounts is a secure way for you to voluntarily give Capital on Tap access to your financial information. This information is used to keep your details up to date and assess if you are eligible for automatic credit limit reviews. When you add a linked bank account we will check that you are the owner of that account and that you are authorised to link it.
You can view your current PIN at any time. Simply sign into your account, head to the 'Cards' page and click 'View PIN'.
If you are worried your account has been compromised, contact us straight away on 020 8962 7401.
This feature will give you a real-time view of your cash flow to make running a business simple and smart.
Connecting to your account will post all of your completed financial activity every 12 hours. This will include bank withdrawals, ATM withdrawal, interest charges, card payments, chargebacks, refunds, and reward redemptions.
The first time you set up the feed, we’ll sync all your previous transactions back to 01 April 2018. Pending transactions sync when they are cleared.
You should only borrow money that you feel you can comfortably repay. We don't like charging late fees and recommend you contact us on 020 8962 7401 if you think you might not be able to make a scheduled repayment. In the event we can't reach you, your account may incur additional charges for late payment as outlined in your funding agreement.
If you have received a card for your employee, please give this card to them to activate.
They will have their own account where they can log in and activate their card. Once activated, they will be able to view their own transactions and track their spending.
Pending payments are payments that we have authorised on our side but that have not yet been authorised by the merchant. If the merchant does not authorise the payment the funds should automatically be returned to your account after 7-30 days.
Your billing address is the business address registered to your Capital on Tap account. You can check this on your details page on the portal.
Open Banking is a system that allows secure sharing of your bank account data with other financial institutions. This helps you access better financial products, promotes competition, and makes managing your money easier. It also speeds up funding, as lenders can quickly access your financial information without waiting for paper statements.
Your username is the email address registered on your account.
To initiate a dispute with Capital on Tap, you can contact our Customer Service via call on 0208 962 7401.
Our Customer Service Team will ask you a series of questions regarding your dispute to ensure that we have the information required to open your case. They may also follow up with an email requesting supporting documentation, such as invoices and copies of your correspondence with the merchant.
The Disputes Team will then review your claim and the supporting documentation. If they can validate your claim with the information received, a chargeback will be submitted.
Upon reviewing your case, if further information is required the Disputes Team will contact you via email or call to confirm what else is needed to progress your claim.
Once a chargeback has been submitted, the merchant will have 30 days to review the claim along with the supporting documentation.
If they believe the claim is valid and that a refund is due, the merchant will accept the chargeback. If they decide to decline the chargeback, the merchant will provide new information to support that they believe it is invalid.
The merchant's documentation will be assessed, to determine if the case can be pursued to the next stage. The Disputes Team will contact you to confirm the next steps in your case.
What is a chargeback?
A chargeback is a method available to card issuers, as an attempt to recover your funds from a merchant. If a merchant is unable or unwilling to provide a refund, Capital on Tap can review your case and determine whether a chargeback can be pursued.
Capital on Tap cannot guarantee that we will be able to recover your funds.
On average, the chargeback process can take between 30-100 days. However, in some scenarios, this can take longer.
If the app isn’t working, try restarting it or your phone. If that doesn’t help, update the app or log in on your internet browser. If you’re still having issues contact us on 020 8962 7401.
The fee for the Business Rewards Card is £99 per year. The card offers 1 point for every £1 of card spend, redeemable for 1% cashback or 1 Avios.
You can make manual repayments via BACS or debit card at any time. Simply login and head over to the 'Payments' page. Please be aware the maximum repayment that can be made via debit card is £5,000.
You will be able to use your card as soon as you have completed your account set up and have activated your card online.
Although we do not usually owe our customers money, this can sometimes happen. This is usually as a result of an overpayment, or if you get a refund for something which you’ve already paid off.
Because Capital on Tap is not a bank, your account with us is not protected by the Financial Services Compensation Scheme.
However, we do take some steps to help protect any money we owe you. At the start of each business day, we put any money we owe to our customers into a separate bank account. That account is clearly labeled as customer funds, and is held in such a way that those funds would remain your property, even in the highly unlikely event of Capital on Tap becoming insolvent.
In most situations when you pay the balance on your account you are paying us to settle an outstanding debt and the above process does not apply. But in any scenarios where we do owe you money, we take the above steps to ensure it is safe.
E-Money customers
If you are, or become, an e-money customer with us, any funds you send to us that exceed any amounts you owe, will be treated as e-money. We are licensed to hold your money by the Financial Conduct Authority (FCA) as an E-Money Institution, and as part of keeping it safe, we follow strict rules set out by the regulator.
We protect your money by placing it into a separate bank account, which is separate from the money we use to run our business. This is known as ‘safeguarding’ your money and allows for its safe return to you in the event that Capital on Tap goes insolvent or otherwise closes down.
We will refund the agreed amount within 5-7 business days from the point it was requested. The refund will be sent to the bank account we have on file for you or we will directly credit it to your Capital on Tap account balance, depending on what you have discussed with our team.
In the case where it has been more than 7 business days since you requested the refund, please do give us a call on 020 8962 7401. Thank you very much for your patience!
After your Direct Debit payment has left your business bank account, it will then clear by the end of the following business day and will be reflected on your Capital on Tap account at that time.
You can use your Capital on Tap card almost anywhere in the world, and at almost any seller who accepts VISA. Better still, we don’t apply any charges or commission on those transactions above the base exchange rate, and you don’t even have to notify us of a trip abroad! However, there are a few places that we don't currently support.
We currently don’t support spending at a small number of merchant categories in accordance with our terms and conditions. Examples include gambling-related activities, or securities brokerage services.
There are a few countries where you can’t use your Capital on Tap card in compliance with our obligations under national and international law. These restrictions are updated regularly in response to legislation and are subject to change.
At present, the countries we don’t support are Belarus, Cuba, Democratic People's Republic (North Korea), Iran, Myanmar, Russia, Syria, Ukraine, and Venezuela.
We may occasionally restrict spend on your card where we believe doing so would protect you from unauthorised usage, or would be necessary for compliance with our regulatory obligations.
What will happen?
Any transactions will be automatically declined. We will endeavour to contact you to inform you of the reason why your payment was declined and may attempt to call you if we require any additional information.
You can use your card to make purchases at almost any merchant worldwide that accepts VISA. Additionally, you can withdraw cash from ATMs, up to a maximum of £400 every 24 hours. Some customers may also have the option to withdraw cash through their online account. Please note, we reserve the right to introduce restrictions or suspend cash withdrawal access at any time.
For more details on restricted merchant categories (e.g., gambling) and unsupported countries (e.g., Afghanistan, Belarus, Iraq), please refer to the FAQs above.
Modulr is an embedded payments platform for digital businesses. It provides the digital infrastructure that enables customers and partners to integrate payment and account functionality directly into their own platforms, workflows and customer experiences.
Modulr is not a bank - it is an E-Money Institution (EMI). An EMI is an organisation authorised to issue e-money accounts and provide related payment services. Modulr is authorised and regulated by the Financial Conduct Authority (FCA) in the UK.
Modulr FS Ltd (FRN: 900573) is licensed as an authorised E-Money Institution (EMI) and regulated by the Financial Conduct Authority (FCA). This enables Modulr to issue e-money to its customers, hold customer funds in safeguarded accounts and provide related payment services to customers. Modulr Finance Limited (FRN: 900699) is registered with the Financial Conduct Authority as an E-Money Distributor (EMD) Agent of Modulr FS Limited.
Payment services in the UK are subject to the Payment Services Regulations (PSRs). The PSRs apply to all payment services, meaning in relation to payment services, there is no difference in how Modulr and other payment service providers and banks are regulated.
The soft search on your personal file will not affect your credit score. The impact of the visible search on your business file will depend on how other lenders view the search.
There is no fee for exceeding your approval amount, however, you will no longer have available funds to spend once you have exceeded your limit. In order to increase your available funds again, please make a debit card repayment to reduce your outstanding balance back below your limit. Alternatively, you can wait for your next monthly payment to be taken by Direct Debit.
We will email your statements each month, on the day after your billing period ends. You can also access these at any time in your account.
We will not send your funding to a PayPal account. Limited companies need a business bank account.
A Direct Debit will be scheduled every Monday with a payment for your full outstanding balance collected every Thursday. Your Capital on Tap account will be updated the following business day once the payment has cleared.
The amount will vary depending on your outstanding balance.
If anyone asks you to send funds from your Capital on Tap account to an unknown bank account or for a reason other than paying for goods and services that your business has received – this is fraud and you should not make the payment.
Make sure you phone your suppliers directly to check on any changes to payment details. Never rush a payment, as a genuine organisation won't mind waiting.
Preloading gives you the ability to add your own money onto your credit card balance, on top of your existing credit limit. This means you can increase your overall spending capacity and earn extra cashback rewards at 1% on every purchase with no caps. Get started now by adding money to your balance, then use your Preloaded funds together with your credit limit to maximise flexibility and rewards. You can learn more details about how Preloading works on our blog.
An E-Money Facility Agreement is a contract that allows you to hold electronic money (e-money) and make transactions using that balance. It is required to access our Preloading feature.
From 7 October 2024, to protect you from fraud, Capital on Tap will follow a new set of rules for customer scam refunds.
This scheme is being introduced by the Payment Systems Regulator (PSR) to help protect victims of Authorised Push Payment (APP) scams.
The E-Money Facility Agreement ensures compliance with relevant laws and regulations under the authorisation of the Financial Conduct Authority (FCA). This includes safeguarding your funds and conducting AML/KYC checks.
1. Have you recently set up or cancelled your Direct Debit Mandate?
If you have recently changed your Direct Debit details, please wait for your bank to confirm the new mandate, which should take no longer than 24 hours.
If your mandate was recently cancelled, please reconfirm the same details on the Repayments page of your portal. If you need to update your mandate due to a bank account change, please give us a call on 020 8962 7401.
2. Did you freeze your card or do you have a spending limit set on your card?
Don't worry! This can be changed in the Cards tab of the portal.
3. Has your card been activated?
If you have not yet activated your card, please do so on the Cards page of your portal.
Please make sure you complete a chip and PIN transaction before using contactless for the first time.
4. Have you reached your contactless limit?
When you've used contactless several times in a row. We'll ask you to insert your card and use your PIN to make sure it's still you. This will happen when you've spent more than £300 on contactless since you last entered your PIN.
Inserting your card and using your PIN should always resolve this.
5. Is your limit being reviewed, or are you in the process of onboarding?
If yes, we will be in touch within one business day with an update on your account as it remains inactive while under review.
6. Does the merchant you are trying to pay fall into any of the restricted categories?
Some merchant categories are restricted, such as gambling, fines, wire-transfers or purchasing foreign currency.
7. Is the merchant you are trying to pay located in any of the following restricted countries?
Belarus, Cuba, Democratic People's Republic (North Korea), Iran, Myanmar, Russia, Syria, Ukraine, and Venezuela.
8. Do you have an outstanding repayment on your Capital on Tap account?
If yes, please repay the outstanding amount at your earliest convenience via the Repayments page on your portal. If you are unable to make the payment then please get in touch in order to speak to our Collections team.
If none of the reasons above explains your recent card decline, please call us on 020 8962 7401.
Lounges offer a range of amenities for your comfort and convenience, including Wi-Fi, food and beverages, quiet workspaces, and more. Specific amenities vary by location, ensuring a refreshing and comfortable experience wherever you travel. Use the lounge search function in the app to find out more about specific lounges and their offerings.
Pro cardholders get unlimited access to over 1,600 airport lounges worldwide through Priority Pass™. Use the 'Find a lounge' feature in our app. You can search by city or airport to find lounges that fit your travel itinerary, complete with details on amenities and access requirements.
We offer three tiers: Free (£0/year), Business (£99/year), and Pro (£299/year). Each tier offers different benefits tailored to your business needs.
The Radisson Rewards VIP status offers benefits such as complimentary breakfast, room upgrades where available, and access to VIP areas in selected hotels.
A personal guarantee is a legally binding agreement between a company director or shareholder and a lender. It holds you personally responsible for paying off your credit card debt - even on your business account.
New Business Rewards and Pro cardholders can earn 10,000 bonus points when they spend £5,000 in the first 3 months. This is applicable only to customers who have not previously received a sign-up bonus.
In addition to lounge access, your membership unlocks a suite of additional perks, including exclusive discounts at selected airport restaurants.
Contact Capital on Tap immediately to report it. You can call us 24/7 on 0208 962 7401.
You should also report this to Action Fraud and allow us to share information with the police if necessary.
We’ll investigate the information you share and refund you within five working days.
But if we need more time to investigate, it may take up to 35 days.
We won’t refund your money if you provide false details.
The Priority Pass™ membership programme is provided by Priority Pass Limited and is subject to the ‘Priority Pass Conditions of Use’, available on their website.
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