About

How can I contact you?

Further contact information can be found here or you can call us on Freephone: 0800 085 0885 between the following office hours:
Monday - Saturday: 8.00am - 8.00pm
Sunday: 9.00am - 6.00pm

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What is DivideBuy?

DivideBuy provides interest free credit options, that allows you to spread the cost of your purchases if you buy from one of our retail partners. Payments can split monthly up to 12 months. We have a high acceptance rate, a quick application process and an instant credit decision. There are no hidden fees and no restrictions on when or how often you would like to pay your balance off.

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Application

Why have you taken 1p from my account?

As a fraud prevention measure, before your credit check we take 1p from your card to verify that it’s registered to your address. If we’re unable to successfully pre-authorise 1p, we cannot complete the credit check. The 1p is returned within a few days.

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Do you know if I will be accepted?

The only way to know if you would be accepted for a DivideBuy account is to complete the application. A credit search will then be carried out using a combination of your credit score, the details you entered and our unique credit algorithm. We look at your ability to pay today, not at what may have happened in the past. We do have a great acceptance rate, though, so even you have a lower credit score, you may still be eligible for a DivideBuy account if you can provide a guarantor.

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I’ve created an account, now what?

Once your DivideBuy interest free credit account is set up, you are free to shop with one of our retail partners (Link to shopping directory). Search for a retailer you want to buy from, click through to their web site and put your chosen item into your basket. When you’re at the checkout, select DivideBuy as your payment method. You will then be directed to our payment page so you can choose how many months you’d like to spread the cost over.

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I can’t complete my application online

If you can’t complete your application online, please call our customer services team 0800 085 0885 and we can complete your application over the telephone with you.

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What does number/info showing mean?

This means your information is already linked to another DivideBuy account, so can’t be used again for a new account/application.

Log in with the account that your details are verified to. If your email address is the same as a previous application, the system should then prompt you to log in using the same details.

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If credit is declined, will the order be cancelled and does a payment need to be made to place the order?

Your first instalment is always required to place an order. If for any reason your payment is declined, then your order will be automatically cancelled. If you do wish to replace a cancelled order, your credit score is held for 90 days. To discuss this further, or if you experience any difficulties, please contact our customer services team

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Why does it say I already have an account?

This means that your information is linked to another email address which is registered with DivideBuy. If you have previously signed up, you need to use the previous email address to log in. Once you are logged in, you can amend your email address in the “My Details” section of your account.

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Will I be accepted for credit?

We cannot guarantee what your credit decision will be without you completing the online application. We do have the option for a soft search, which will give you a good idea of what your likely credit decision will be, without impacting your credit history. If you would like to opt for a soft search before applying, look out for this option on the retailer website, or alternatively contact us via live chat or telephone and an adviser can go through this with you.

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I’ve created an account, now what do I do?

Thank you for creating a DivideBuy account! You can now spread the cost with one of our retailer partners. You can search for the item you are looking for in the search bar on the left of your account, once you have found the item you like you simply need to add this to your basket. You will then need to choose us as the payment method at check out. You will be redirected to DivideBuy and prompted to log in to your account. You will then reach your credit decision and can complete your order. If you have any difficulty in placing your order, please call us on 0800 085 0885 and we will be more than happy to help.

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Which cards do you accept for payments?

We accept the following cards:
Visa, Visa Debit, Mastercard and Maestro cards. Presently, we do not accept American Express.

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How do you reach your credit decisions?

The DivideBuy credit search uses a combination of your credit score, the details you entered and our unique credit algorithm. We look at your ability to pay today, not at what may have happened in the past. As DivideBuy performs a credit search through TransUnion, it may leave a footprint on your credit history and may affect your credit score.

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Will a credit check be performed?

Yes. DivideBuy uses a third-party credit reference agency, TransUnion, to perform a credit check. This is used in combination with your entered details and our own unique algorithm to assess affordability.

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Can you resend my verification code?

Unfortunately, we are unable to resend verification messages. Double check the number and signal for your phone. If that doesn’t help, try a different device or browser, or contact our customer service team.

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How do I register?

If you haven't signed up to DivideBuy yet, you can either do it from the retailer’s page you want to order from, or you can create a basic account (without a credit check) by selecting "Join now" on dividebuy.co.uk.

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What are the requirements for credit?

Be aged between 18 and 75 
Be a permanent UK resident and have lived at your address for longer than one year
Have a debit or credit card
Have a valid UK telephone number

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Guarantor

Can I change the email address for my guarantor?

If you entered the wrong email address for your guarantor, the easiest option is to ask your guarantor to call us on 0800 085 0885 and we can complete a new application over the phone. You’ll need to cancel/withdraw that application and complete a new one with the correct email address.

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Why has my guarantor been declined?

We cannot provide any information regarding the decision or your guarantor. For further information please contact TransUnion. They can contact them on 0330 024 7574.

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How long does it take for a guarantor to be approved?

We will send your guarantor an email which contains a link for them to complete their details. Once they have completed this, they will either be approved pending verification or declined. We aim to call all approved guarantors within 2 hours to complete the verification process. They can of course call us on 0800 085 0885 to complete this verification sooner.

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Why do I need a guarantor?

Based on your credit score and affordability assessment, we sometimes suggest a guarantor. As a responsible lender, we regularly review our lending practices, so they may have changed since the last time you applied. The need for a guarantor does not mean your application was unsuccessful. Your credit has been approved, if you also provide a guarantor.

The credit decision is not necessarily based on any previous experience with us, but on your credit and affordability assessments. If you’d like more information, you could contact TransUnion (credit reference agency) on 0330 024 7574. They should be able to discuss your personal credit score with you further.

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Miscellaneous

Can I get a copy of telephone conversations?

If you’d like a copy of your conversations with us, you’ll need to make a ‘data subject access request’ in writing via email to our data controller, details can be found in our privacy policy

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My Account

How do I view my account online?

If you have created a DivideBuy account, simply visit dividebuy.co.uk and use your password and PIN to log in. If you haven't created a password or PIN before, you will need to do so. If you haven't signed up to DivideBuy yet, you can either do it from the retailer’s page you want to order from, or you can create a basic account (without a credit check) by selecting "Join now" on dividebuy.co.uk.

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How do I view my credit agreement?

Visit our homepage at https://dividebuy.co.uk/. Log into your account, select the tab ‘your payments’, then ‘view credit agreement’.

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How do I change my billing address?

Please email customer service with your previous address details and proof of your new address (bank statement, council tax statement or utility bill). When we receive your documents, we’ll confirm the changes have been made. Your new details will be on your account the next time you log in.

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How can I make a payment online?

Log in to your account, click “My Payments” and then “Instalments.” From there, you can pay individual instalments, one-off payments or clear your balance.

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What is a ghost credit limit?

Your ghost credit limit is based on your credit history and is designed to show you what the maximum amount is that you could be approved to lend for one order. Your ghost credit limit will not affect your credit file. Please note, this is not an offer of further credit and is not guaranteed.

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Why does my card say it’s invalid?

This error message could be for several reasons, the most common are that the card is not being authorised by your bank or that your address has been entered differently to how it appears on your bank statement. Please make sure that your address is entered exactly as it appears on your bank statement, and that the card information is entered correctly. If the problem persists, please contact your bank.

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How do I reset my password and pin?

To reset your log in details, simply click "Log In" on the home page. You will then see the option "Forgotten Password and Pin." You can then enter your memorable information which will be verified allowing you to set up new log in credentials.

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My Orders

How do I reinstate a cancelled order?

Unfortunately, DivideBuy are not able to reinstate a cancelled order. This is because the stock will have been released back to the retailer. All you need to do is place the order again. Simply choose us as the checkout option on the retailer site, enter the email you registered with and you will be prompted to log in to your DivideBuy account. You just need to confirm that your information is correct and will be sent to your credit decision again! Don’t worry, you won’t be credit checked again! * (*we hold your score for 90 days)

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I’ve just requested cancellation with the retailer, how do I go about getting my money back?

To cancel an order, we require confirmation from the retailer. Once the retailer has authorised your cancellation there is no need for you to do anything further. The retailer will process your refund and inform us of the cancellation. Once the retailer has confirmed this to DivideBuy you will get an email confirming your refund has been issued and your agreement has been cancelled.

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Can I change my delivery address?

To change your delivery details, we will require a proof of address. This can be in the form of a bank statement, council tax statement or utility bill. We ask for these details as a fraud prevention measure to ensure that items are delivered to the credit agreement holder. Please forward a copy of one of the mentioned documents to customerservice@dividebuy.co.uk and we will confirm via email whether we can accept the document.

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When will my order be delivered?

As the interest-free credit provider, we don’t dispatch your goods ourselves. You should contact the retailer about any product or delivery related queries.

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I want to cancel my order, but the retailer hasn’t responded.

All retailers must follow the DivideBuy cancellation process. This means they must confirm the order cancellation and the refund amount with the buyer within two business days. They then notify us so we can issue a refund and cancel the credit agreement. If you have not heard from the retailer after two days, contact us and we can follow it up with the retailer

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How can I return my order and cancel my credit agreement?

If you have already received your order, you’ll need to arrange for it to be returned using the retailer’s normal returns process. The retailer will then contact us to confirm your order has been returned, so we can issue a refund and cancel your credit agreement.

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Can I cancel my order?

We are sorry you want to cancel your order. The first step is to contact the retailer directly via email to cancel your order. If you don’t hear back within two business days, let us know and send us a copy of the cancellation email you sent to the retailer. We can then follow it up for you.

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Do I have an order limit?

Possibly. As a responsible lender, we are always looking to review our lending practices and we do make changes to individual order limits, based on your individual credit score and the affordability assessment completed in your application. We’re sorry if this may have changed since the last time you applied, but our order limits are reviewed regularly and may change up or down.

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Payments & Refunds

How will I know once my refund has been processed?

If we have received confirmation of your refund from the retailer, you don’t need to do anything else. Our accounts department will process your refund and notify you via email when it’s done. This can take anywhere between 7 and 10 working days to process. Once you receive the notification email, it usually takes 3-5 working days to reach your bank account (depending who you bank with). You can also call our customer service department on 0800 085 0885 and we can check the status of your refund for you.

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I’ve paid my account off. Can I cancel my account?

Once your account is paid off in full, the credit agreement will end. The account itself is not “closed”, though. This is because we need to retain a record of your orders in case you have any queries in future. It is also helpful for you if you need information about the credit search on your file in future.

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Why have you been taking partial payments from my account?

We collect partial payments if there is an outstanding balance on your account. We have the right to collect the owed amount in as many instalments as we see fit BUT we will never collect more than the outstanding amount. Also stated in the terms and conditions under clause 12 “We may make a limited number of further attempts to collect repayments using the Continuous Payment Authority” It is when this collection is unsuccessful that the system will collect partial payments to clear the missed instalment. If you need to discuss this further, you can call our collections team on 01782 971215.

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Can I push my payment to the 1st of the next month?

Unfortunately, we can’t move your payment date to the 1st of the month because it would mean extending your credit agreement (as you would be moving the payment date into a new month). We could potentially move your payment date to the last day of the month instead.

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Have you made a note of my promise date?

Yes, when you miss a payment, we may call you and request a promise date for your next payment. We note your promise date on your account. But you will still receive automated texts and emails advising you of the missed payment and the CPA will remain active on the account.

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How to pay balances?

To make payments, please log in to your account, click “My Payments” and then “Instalments.” Here you can pay individual instalment amount, extra payments or clear the balance in full. You do not get penalised for early repayment.

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Can I make extra payments to my account?

Yes. You can make one-off payments and clear your balance with no penalty charge. To do this, please log in to your account, click “My Payments” and then “Pay.” You will see an option for “Other” amount.

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Can I change my payment date?

Yes. If you have no missed payments, you can move your payment date to any date within seven days before or after your original payment date. You can change this by logging in to your account, clicking “My Payments” and then “Change.”
Alternatively, please contact us and we will be happy to help. Please note, if you have missed any payments, we are unable to change your instalment dates.

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When will my payments start?

To complete your order, you are required to make the first instalment; in some cases, you also may have to pay a deposit (this reduces your monthly repayments). The total amount payable to complete an order will be outlined to you before you sign your agreement.

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How are payments collected?

Payment is collected via what’s called a Continuous Payment Authority (CPA), using the long card number, expiry date and three-digit CV2 number on your debit card. Payments will be collected automatically on the date your payment is due, using the card details provided.

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Do you use a direct debit?

We do not use a direct debit to collect payment. Payment is collected using a continuous payment authority and will be collected automatically on the date your payment is due, using the card details provided.

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Are there any other charges or fees?

There is no APR or hidden charges such as set up fees or cancellation fees. DivideBuy reserve the right to add late payment fees to your account in the event of you missing payments. This is all explained in your credit agreement before you complete the checkout process.

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Shopping

How can the first line of my address be wrong?

If you live in a building with more than one household, like a block of flats or an apartment building, there may be more than one house number that matches the same address, which can cause confusion. Or address verification may fail if you enter the address differently to the way it was registered with the card issuer. To avoid this, check a recent bank or credit card statement and make sure you enter the same address on your application.

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Why are there no instalment options when I am redirected to DivideBuy?

This sounds like you have not met the minimum spend criteria for the retailer. Each retailer has a minimum spend which should be outlined on their website. If you are unable to find this information, please contact us securely and we will able to advise you what the minimum spend for the retailer you are looking at is.

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What will my monthly payment be?

The only way to know how much your monthly payments would be is to complete an application. Monthly payments are decided on a very individual basis, depending on your credit score and several other factors. The minimum upfront cost would be the first month’s instalment.

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Why isn’t it letting me spread the cost when I checkout?

If the website isn’t allowing you to complete your order, it’s usually due to one of two things:

You haven’t met the minimum spend to spread the cost with DivideBuy.
One or more of the items in your basket are ineligible to spread the cost with DivideBuy.

If the minimum spend is met and it still doesn’t allow you to continue, we suggest contacting the retailer to confirm that your chosen products are available on interest free credit through DivideBuy.

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How do I change my delivery address?

To change your delivery address, you’ll need to send us evidence to link you to that address. Please email hello@dividebuy.co.uk us a copy of a bank statement, council tax statement or utility bill. We will then confirm the next steps or tell you if we need any additional confirmation

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Will my deposit be returned to me?

Your deposit reduces the cost of your monthly instalments, so it is not returned to you.

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Why do I need to pay before receiving my product?

As we are a payment method, not a ‘buy now pay later’ scheme, you are still required to make payments each month as per your credit agreement. As the interest free credit provider, we do not dispatch your goods and are not able to pause your agreement whilst you await delivery. Please refer to the retailer for any information regarding the delivery of your goods or services.

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How many instalments can I spread the cost over?

Depending on the total value of your order and the Retail Partners settings, you may be able to spread the cost up to 12 monthly instalments. The monthly options available to you will display when you are redirected to DivideBuy.

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Will I have to pay a deposit?

Your first instalment is payable on completion of your order. In some instances, you may be required to pay a deposit based on a combination of your credit score, size of order and number of instalments selected.

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Do I have a credit limit as it won’t let me place an order?

As part of our Fair Lending Policy, every customer has a credit limit with DivideBuy. This will depend on your credit history and determines how much credit we can approve. If you reach your credit limit, you won’t be able to place any more orders. To see your credit limit, log in to your DivideBuy account and view your ghost credit limit bar.

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I want to continue with my order, but I didn’t save it in my account?

If you didn't save your order, you will need to start again. Select DivideBuy as the payment method at the checkout. Once you have been redirected to our site and have chosen whether to spread the cost over 3, 6, 9 or 12 months, you can log in using the same details you originally created the account with, and all your information will be saved. It will not affect your credit and you won’t be credit checked for a further 90 days

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I don’t know how to place an order

To use your DivideBuy account, simply choose a retailer you want to place an order with using the search box on your DivideBuy account. When you’ve added an order to your basket, DivideBuy will appear as a payment option at the checkout.

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Do you provide a list of retail partners? Where can I shop?

You can visit our web site shopping directory here
Plus, by logging into your DivideBuy account, you will see a search bar on the left-hand side. You can search for the item you are looking for in this box, and a list of retailers will pop up for you to browse their websites.

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if you’re having difficulty paying question