Using Your Luma Credit Card FAQs

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Get answers to your questions about using your Luma credit card to make purchases, balance transfers, and more.

Where can I use my Luma credit card?

You can use your Luma card to make purchases or withdraw cash at any of the 30 million outlets worldwide that accept MasterCard.

How much can I spend with my Luma card?

You can spend any amount up to your credit limit. If you forgot what your credit limit is, you can see this on your statement. Try not to get too close to your credit limit, as interest charged on balances can push you over your credit limit. If you go over your limit, you’ll be charged a fee.

Can I ask for a credit limit increase?

Sorry, but our customer service team is unable to authorise a credit limit increase over the phone. That’s because we review each account on an individual basis. By using your Luma card responsibly, you may become eligible for a credit limit increase. If so, we’ll write to you and let you know.

Can I lower my credit limit?

Because Luma wants to help you manage your credit responsibly, you can always reduce your credit limit. If you manage your Luma account online, you can log into your account to send us a Secure Message about how much you want us to lower your credit limit.

How do I use my Luma card in a shop?

When you insert your Luma card into a Chip and PIN terminal, you’ll be asked to enter your 4-digit PIN on the keypad. You’ll then receive a receipt for your purchase once the transaction’s gone through. If you’re in a place that doesn’t use Chip & PIN technology, the sales assistant will swipe your card and ask you to sign a copy of your receipt.

How do I use my Luma card online?

To make purchases over the Internet, you’ll need to type in your 16-digit account number and the card’s expiry date—both shown on the front of your card. You may also need to enter your CVV number. This is usually the last 3 digits on the back of your credit card, on or near the signature strip. If you’ve registered for other verification, you may also need to type in an additional password.

How do I use my Luma credit card to buy things over the phone?

You’ll usually need to give the merchant your name, your 16-digit account number, and the expiry date as they appear on your Luma credit card. You may also be asked to provide your CVV number. This is the last 3 digits of the number on the back of your card, on or near the signature strip.

What should I do if I haven’t received goods that I’ve paid for with my Luma card?

If the date you expected a delivery has passed, or if no delivery date was agreed to and it has been 28 days since you made the transaction, contact the merchant. If you’re unable to resolve this with the merchant or have any further questions please contact us.

Can I use my Luma card to take cash out? How much will it cost?

You can withdraw cash using your Luma credit card and PIN at any cash machine that displays the MasterCard symbol. You’re charged daily interest on cash withdrawals at your cash interest rate. Note that this differs from your purchase interest rate. For cash withdrawals, you’ll also be charged whichever is greater– a fee of 3% of the amount withdrawn or £3.

What’s a PIN?

PIN stands for Personal Identification Number. This is a 4-digit code that helps keep your card secure when you buy things or withdraw cash using your Luma card. Always keep your PIN secret and never reveal it to anyone else. No one acting officially on behalf of Luma or Luma’s trusted issuer (Capital One) will ever ask you to reveal your PIN.

Will I have to use my PIN for phone, mail order, or online purchases?

Just as you don’t currently confirm these purchases with a signature, you will not have to use your PIN.

What if I can’t use my PIN because of a disability?

If you have a condition that restricts your ability to use a PIN-protected credit card, please get in touch so we can discuss alternatives.

What can I do if I’ve forgotten my PIN?

If you’ve registered for online account management, you can always view your PIN online—anywhere, anytime. If you haven’t registered for online account management, you can contact us to get a reminder PIN posted to you. This usually takes up to 5 working days.

What happens when I enter my PIN incorrectly?

For security reasons, you’re allowed a limited number of unsuccessful PIN entries before your Luma credit card becomes locked. If your card becomes locked:

Once you’ve unlocked your PIN, you’ll be able to use your Luma credit card again. If you’ve  forgotten your PIN, log into your online account or get in touch with us.

Can I use my Chip and PIN credit card overseas?

Chip and PIN technology works the same way overseas as it does in the UK. If an overseas retailer doesn’t have Chip and PIN technology, you just sign your name to verify your identity. Signature verification is very common in the United States, for example. Make sure you’ve signed your card and that your signature hasn’t worn off before travelling so you don’t run into any problems when trying to make a purchase.

What’s Purchase Protection Insurance?

Get additional peace of mind when you make purchases using your Luma credit card. This free insurance covers the things you buy against loss, damage, or theft for 100 days after you make a purchase. You can find out more about how this free protection works in your Purchase Protection Insurance policy document, accessible from your online account.

How can I get a new copy of my Purchase Protection policy document?

If you manage your account online, just go to the “More Information” page. Download the PDF of your Purchase Protection policy document.

How do I carry out a balance transfer?

Balance transfers allow you to transfer existing balances from other credit or store cards to your Luma card. Here are 3 ways to transfer balances to your Luma credit card:

1)      When you apply for your Luma card, just complete the balance transfer section of your application form.
2)      Luma customers managing their accounts online can log in, click on “Account Maintenance” tab, and follow the simple instructions.
3)      Luma customers can call 24 hours a day, 7 days a week to make a balance transfer.

You can transfer only those balances that are from properly maintained UK card accounts. Any balances transferred from a partner’s account will become your responsibility when transferred to your Luma card.

What’s the minimum amount for a balance transfer?

The minimum balance transfer amount is £50. Balance transfer amounts must be rounded to the nearest pound. Be sure to be at least £100 under your credit limit after your balance transfer fee has been charged.

When will my balance transfer be processed?

We’ll send balance transfer funds to the account you specify. This should be within 1 working day. Because your bank or other card issuer may have different policies and procedures, your balance transfer may take up to 5 days to process. If your balance transfer’s taking longer than that, please send us a Secure Message from your online account or call us anytime. If we have to cancel your balance transfer for any reason, we’ll let you know why in writing.

When I transfer balances, do I need to keep making payments on my other card?

It’s a good idea to continue making minimum monthly payments to your other card until you get confirmation from us that your balance transfer has been processed or until you see the balance transfer appear on your monthly statement.

Can I cancel my balance transfer request once I’ve made it?

Once you’ve requested a balance transfer, it cannot be cancelled. However, you can contact the other company once the balance transfer has been received and request a transfer back.