You might make several repayments to Loqbox each month, depending on which features you’re using. Here’s everything you need to know about your Loqbox repayments, in one place.
Quick summary
- Every successful repayment sends a positive signal to the Credit Reference Agencies (CRAs) and helps to build your credit profile
- You can update the card you use for repayments online. Log in, and go to your account to change your card details
- If a repayment fails, we’ll try again automatically
What are you paying for?
You might be here because you’re trying to work out exactly what each repayment on your Loqbox bill is. Here’s a breakdown to help you make sense of it:
✅ What’s always on the bill
Your membership fee: From £2.99 per week. Payments are collected weekly unless you use Loqbox Grow. If you use Grow, your membership fees are collected monthly.
➕What’s sometimes on the bill
- Save vouchers: Optional extras that, if you choose to purchase, are billed to your Grow and paid for in the next billing cycle.
- Save monthly repayment: A savings repayment you make each month for a year. The value of the repayment is set when you open Save.
When you downgrade, how much of Loqbox you can use changes
Depending on the features you use, you would still sometimes see a:
- Save monthly payment: A savings repayment you make each month for a year. The value of the payment is set when you open Save
- Save unlock payment: If you downgrade, and you choose to unlock your savings to a bank account of your choice, you’ll pay a £30 fee
How do we take repayments?
Repayments are automatically taken from the payment method saved in your account. That could be a debit card, or Apple pay.
- Grow repayments: Always taken on first business day of the following month
- Save repayments: Set by you and can be changed
How do I update my repayment card?
- Log in
- Go to Account
- Select Membership
- Scroll down to Payment Method
- Edit the card details
- Select Confirm to save the new details
Can you change your repayment date?
For Grow, not at the moment. We know life doesn’t always run on a consistent schedule, and we're exploring ways to offer more flexibility in the future.
If you're struggling to make your current repayment day work, contact member support.
For Save, you can edit the repayment date. To change it, follow these steps:
- Log in
- Select Save in the top left
- Select Settings
- Under Payment date, select Edit
- Pick a new date and select Update payment date
Keeping track of your payments is straightforward with Loqbox. Here's how to check your payment status and what to do if you have any concerns.
How to check your payment status
- Log in to your Loqbox account.
- Navigate to the Payments or Account section of your dashboard.
- Review your payment history to see a record of all past and upcoming payments.
- Check whether any payments are marked as missed, pending, or overdue.
What to look out for
- Up to date: All payments show as completed with no outstanding amounts.
- Pending: A payment is scheduled and will be processed soon.
- Missed or overdue: A payment was not collected on the expected date. You should take action as soon as possible to avoid any impact on your credit score.
What to do if you have a concern
If you're unsure about a payment or believe there's an error, contact the Loqbox Support team. Have the following ready to help us resolve your query quickly:
- Your registered email address
- The date and amount of the payment in question
- Any reference numbers from your bank statement
Missed a repayment? Here's what happens
For Save: Log in and try again
If you miss a Save repayment, you can manually try again once you’re logged in to your account.
For Grow and membership repayments: Don’t panic. We’ll try again
If a repayment fails for Grow and membership payments, we’ll automatically try again within a few days.
- You don’t need to do anything right away
- If we retry and it goes through, everything carries on as normal
- If it fails again, we’ll let you know what to do next
We might ask you to check or update your debit card details, or retry the repayment manually through your account.
We’ll contact you using the email address you gave us when you signed up.
If you’re in financial difficulty and need guidance about your repayments and what to do next, please contact our member support team.
How to retry a repayment
If your repayment didn’t go through, you can:
- Update your debit card in your account settings if it has expired or was replaced
- For Save repayments, retry the repayment manually once your card is read
- For Grow and membership repayments, wait for us to retry it automatically
If you’re unsure or nothing seems to be working, contact member support, and we’ll sort it out with you.
How to request removal of a missed payment from your credit report
If you have spotted a missed payment on your credit report, you may be able to ask for it to be reviewed and, in some cases, removed. This guide explains when a missed payment can and cannot be removed, how to request a review, what evidence to include, and what to expect next.
When a missed payment can be removed:
A missed payment can usually only be removed if it was reported in error or if there is evidence that the information on your credit report is inaccurate. For example, this may apply if the payment was made on time but was recorded incorrectly.
When a missed payment cannot be removed:
A missed payment will not normally be removed just because you have now paid the balance, closed the account, or want to improve your credit report. If the payment was genuinely missed and reported correctly, it is likely to remain on your credit file for the standard reporting period.
How to request a review
- Contact Loqbox Support through the Help Centre or your usual support channel.
- Tell us which credit reference agency shows the missed payment and the date it was reported.
- Explain why you believe the record is incorrect.
- Attach any evidence that supports your request.
- Wait for the review outcome and any next steps from our team.
Evidence you need to provide
- Bank statements showing the payment was made on time
- Screenshots or confirmation emails showing a successful payment
- Copies of messages or correspondence about a payment issue
- A copy of your credit report showing the missed payment entry
What happens after you submit your request
If the missed payment is found to have been reported incorrectly, we will work to have it corrected with the relevant credit reference agency. If the information was reported accurately, we will let you know that it will remain on your credit report.
What happens if you stop repayments?
Missed repayments may affect your credit score, just like with any other credit product.
If you miss repayments or you’re worried about missing repayments, we’ll help you get back on track. Let us know what’s happening and we’ll help you.
What matters is that you continue on your credit-building journey, if that’s what you want to do.
If you miss repayments, it could hurt your credit history and score.
- You might lose access to your membership features, like Grow or Save
- If you’re using Save, we may unlock your savings early
- We might use the savings you’ve made to cover outstanding Grow balances
If you’re unsure or worried about your repayments, please contact us and we’ll help you.
FAQs
How can I contact member support?
If you're already a Loqbox member: Log in and look for a purple help button to chat with our team.
Not a member yet or can't log in? Submit a request here.
How do I check which membership plan I’m on?
- Log in to your Loqbox account
- Tap the menu or account icon
- Your current plan will be shown in your membership section
What will I see on my bank statement?
It depends on your bank, but it’s usually feature-specific. For Save, you might see:
- Loqbox Save for regular repayments
- Loqbox Trustee when you unlock your savings
If you see a payment and you’re not sure what it’s for:
- Log in and check which features are switched on, and what the most recent payments were
- If you think something’s not right, contact us and we’ll look into it for you
How do I see when my next repayment is due?
- Log in
- On your home screen, scroll down to see your active features
- Click into each one to see when your next billing date is, and how much you’ll owe
Loqbox is here to support your credit journey
Repayments don’t always go as expected, and that’s okay. We’re here to help you move forward with clarity and confidence.
If you have a question or need help with your Loqbox account, our Member Support team is here to help.
Submit a support request here and send us the details of your enquiry. We'll review your request and respond via email as soon as possible.
Whether you’re checking your plan, retrying a repayment or just making sure everything’s in order, you’re doing the right thing. And we’re right here with you.
You’ve got options. You’re in control.