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General FAQ

When will I receive my expected refund from Capital on Tap?

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!

When will I get a refund?

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.

I have forgotten my password, what do I do? 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.

Trouble Logging In

I am unable to log in to the mobile app If you’re unable to log in to the mobile app, please check the following:

  • Ensure you have the latest version of the app installed. If not, delete and reinstall it from your app store.
  • If you’ve recently changed your password, confirm that your biometric or Face ID settings are updated with the new credentials.

If you’ve ever logged in to a different account on your device, you will need to delete & reinstall the app.

I am unable to log in to the portal If you’re unable to log in to the online portal, please try the following:

  • Verify that the email address you’re using matches the one on file. (For security reasons, we can only confirm whether the email provided is correct — we cannot share the one on record.)
  • Try accessing the portal from a different device or browser.

Who is Modulr? 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.

Who regulates Modulr 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.

Will I be charged for exceeding my approved credit limit?

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.

Will you send money to my PayPal account? We will not send your funding to a PayPal account. Limited companies need a business bank account.

Your card was declined? Go through this checklist to find out why!

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.

How do I resolve issues with account restrictions, suspensions, or reactivations after payment or review?

Please call our friendly team on 020 8962 7401.

What is the status of my account application, approval, or suspension, and what are the next steps? For help with your application status or any suspensions, please call our team on 020 8962 7401 or wait here to speak with an agent.

Why was my application declined? Please call our friendly team on 020 8962 7401.

What are your opening hours?

You can reach us by phone at 020 8962 7401 (available 24/7), by emailing contact@capitalontap.com (with responses within 4 business hours), or through our live chat service, available from 8:00am to 1:00am.

How do I change the name on my card? Please call our friendly team on 020 8962 7401 - or if you're happy to wait to speak to an agent on this chat.

Why am I ineligible for a credit limit increase? We are unable to provide you with an exact reason as the decision is based on multiple factors. Please allow 3 billing periods to pass before reapplying for a credit limit increase.

Why is the app crashing? Please make sure you are on the latest version of the app by visiting the App Store on your device and installing an update if there is one available. If you are still experiencing issues, please contact our Customer Support team.