I still haven't received my cash

If you've received our email to confirm a Wonga payment has been sent, the cash will have left our account and either be on its way, or just have landed in your account. Every bank has their own timescale for showing new deposits, so it may be worth waiting a touch longer. If you can call your bank or visit a branch, it's the most certain way of checking a deposit has been received (cash points and online banking can sometimes take longer to reflect a change to your balance).

Wonga is the fastest lender in the land - only we can pay cash advances directly into your bank account within an hour, 24/7. However, there is a small minority of banks who are yet to implement new systems which allow for super-fast cash transfers around the clock. In these few cases - and if your application was approved after 3pm on a weekday, or during a weekend or bank holiday - we will deposit your cash on the morning of the next business day.

I can’t login

This could be for a couple reasons. Firstly the password field is case sensitive – if you used lower-case and capital letters anywhere in your chosen password, you need to make sure you re-type it to match. For example, if you first used ‘Password’, you can’t use ‘password’ next time. It needs to be exactly the same. You also can’t cut and paste your password from another document, for security reasons, so make sure you type it in.

Secondly, ensure you are entering the same email address as when you registered. For example, if you used a webmail address (eg. Hotmail), you won’t be able to use your work email to login, unless you change it in your account page first. The email field is also case sensitive, so if you used any capital letters when you first entered it, you’ll need to type it the same way every time you login.

I can’t remember my password

Don’t worry, you just need to request a new one at the login page. We will email you a randomly generated password to your registered email address. Just remember you can’t cut and paste the new password from the email – you’ll need to type it in as normal and then either memorise it or change it to a new one once you’re logged in.

I haven’t received my email during application

It’s probably because your email provider has mistaken our confirmation email for spam (unsolicited junk email). First check your spam or junk folder to see if it’s in there. If so, it’s a good idea to then make theteam@wonga.com an accepted address or simply add it to your contacts. That will ensure your email provider knows messages from us are safe.

I haven't received my PIN via text message

Give it 30 minutes to be sure, but if you still haven’t received anything then check you entered the correct mobile number during application and, if need be, start again with a fresh application. Make sure you enter the number of your mobile – the phone you have with you.

I can’t find my house or flat address

The fields where you enter your address will actually start a search, so if you aren’t having any luck by entering your full address, simply enter your post code, or post code and house number and try a search. You should find your address from the options presented on the next page.

My application has been ‘referred’ – what’s happening?

It’s nothing to worry about. We make an automated, instant decision on the vast majority of applications, but we occasionally need to refer an application to our team to make a few final checks. During business hours this generally happens the same day and often within an hour. You don't need to contact us or do anything, so please be patient and look out for an email with our decision. If you're accepted, you'll then just need to log back in at the site and click the 'accept' button. We always aim to get back to you as soon as possible and, if you’re approved, the loan will follow shortly.

I’ve had loans before but I’ve just been rejected

First of all, thanks very much for your previous custom and sorry for the disappointment. If we can give specific reasons for, or any advice about a rejection then we will do so automatically on the web page.

We take an interest in your ongoing financial health and consider every application on an individual basis. Previous use of the service therefore doesn’t automatically guarantee approval of all future applications.

We cross-reference a wide range of industry data and make a decision based on a combination of factors at the point of application. This system is constantly evolving and we sometimes make adjustments to ensure we continue to lend responsibly.  Please note that in the future we may well be able to reconsider an application from you and we do hope to be able to help again.