You can get help quickly by messaging us directly through the app. Just tap the chat icon in the top right-hand corner of your home screen. If your card is lost, stolen, or damaged, call our 24/7 emergency line immediately on 020 8068 6862. This line is open every day of the year to block and re-issue cards only.
Message us in app
Sending a message through the app is the fastest way to solve a problem. Our automated assistant can instantly answer most of your everyday questions. If you need more help, the assistant will transfer you straight to a member of our team.
There are a few scenarios we've set up where the AI assistant will ask a series of questions to help diagnose the issue or collect information so that when you are connected with the UK team, they've got all the information they need to resolve your issue.
Email us ✉️
If you prefer to email us, you can reach us at support@countingup.com. Please always write to us from the email address linked to your business account. Make sure to include as much detail as possible so we can get things sorted for you quickly. 📨
We take your data security very seriously. If we can't find your email address on file, we can't discuss your account details, so please double-check you're contacting us from the correct email address. This helps us protect your personal information and keep your money safe. 🔐
When is support available?
Our support team is here to help you from 9 am to 5 pm, Monday to Friday.
Keeping your account safe
Unless you've specifically booked a call to speak with our onboarding team, we will never call you.
If you receive an unexpected call from someone claiming to be from our team, please hang up immediately. We will never ask you to:
Make a payment.
Approve a payment on your account.
Approve a refund back to your account.
Provide or forward security information via text, instant message, email, phone call, or social media.
To learn more about protecting yourself, read our guide to fraud and scams.