We aim to make our website as accessible as possible. However if you use a screen reader and require debt advice you may find it easier to phone us instead. Our phone number is 0 8 0 0 1 3 8 1 1 1 1. Freephone (including all mobiles).

Debt advice online: Help and FAQs

Need help using our advice tool?

While we hope you won’t encounter any problems while using our advice tool, we’re aware that sometimes things can go wrong. Use our guides to solve potential problems.

Quick links

Frequently asked questions

Why can’t I use this tool in my usual browser?

Our debt advice tool has been optimised for use in the browsers most of our clients use. We recommend you use Chrome, Safari, Samsung Internet, Microsoft Edge or Firefox, otherwise you may find some features won’t work as well as intended.

If you don’t have any of these browsers installed it’s easy to add them by downloading them for free. Whether you’re downloading them for mobile, desktop or tablet device, they can be found by searching for their websites, or in the App Store and Google Play.

I’ve been trying to move onto the next screen in the process, but nothing’s happening. What do I do?

It sounds like our tool is open in another window or tab, so please check all of the windows and tabs are closed. If you’ve closed all browser windows and this doesn’t fix the issue, we recommend you clear your browser cache. Find out how to do this.

I’m not sure if I’m a registered user. How do I check?

If you registered you should have received an email asking you to verify your account. Please check your messages, including your junk mail folder.

If you can’t find an email from us, reset your password here and follow the on-screen instructions. If your email address has been used to set up an account you’ll receive a prompt to change your password.

I tried to log in but got a message saying my link has expired. What does this mean?

When you register an email address you have seven days to verify it using a secure link.

To protect your privacy this link expires after seven days. Our advisors will need to reactivate your account for you. Please call on 0800 138 1111.

I’ve tried to click on the link in the email you sent, but it’s not working. What can I do?

Try copying and pasting the link from the email into a browser window. If that doesn’t work, try using a different browser.

How to make changes to your web browser settings

Follow these guides to find your browser settings. 

Use the shortcut Ctrl + Shift + Delete to bring up the menu. Or, click on the row of three dots on the top-right of the screen.

On a Mac – use the shortcut CMD + ALT + E. Or, click Safari on the top left of the screen.

On a mobile or tablet device - Go to 'Settings', Scroll down to 'Safari'.

  • Tap 'Internet' then tap the menu icon
  • Scroll down to ‘Settings’
  • Click on the horizontal row of three dots on the top right to bring up the menu
  • Scroll down to ‘Settings’
  • Click on the menu button (three dots)
  • Choose ‘Options’

How to clear your cache

Your browser cache stores information from pages you’ve visited. Sometimes this stored information can stop pages loading or working as they should do. Clearing your cache will often fix the problem.

Some browsers also call the cache "temporary internet files".

On a desktop computer

  • In the menu, select the time range for the files you'd like to delete
  • Click 'Clear browsing data', and 'Cached images and files'
  • Select 'Preferences'
  • Then 'Advanced'
  • Then check 'Show Develop menu' in the menu bar
  • Click on 'Develop'
  • Choose 'Empty caches'



On a mobile or tablet device

  • Scroll down to 'Clear History and Website data', then confirm
    Or
  • To keep your history, from the Safari main menu scroll down to 'Advanced'. Then click 'Website data' and 'Remove all Website Data'

    • Select 'Privacy'
    • Depending on which version of the app you're using, either click 'Clear cache and Clear history', or 'Delete Personal Data'
    • In the Safari app settings, scroll down to 'Clear History and Website data'.
    • Under 'Clear browsing data' click 'Choose what to clear'
    • Check the relevant boxes – in this case 'Cookies and saved website data' and 'Cached data and files'
    • Go to 'Privacy and Security'
    • Check 'Cookies and Site Data'
    • Tick the 'Cookies and Site Data' and 'Cached Web Content' option, then 'Clear'

    How to enable Javascript

    Follow our guides for enabling Javascript on different devices.

    • Click 'More settings'
    • Scroll down to 'Advanced'
    • Under 'Privacy and security' click 'Content'
    • Click 'Javascript' and set to 'Allowed'
    • Scroll down to 'Settings'
    • Go to 'Advanced'
    • Toggle to enable
    • Go to 'Preferences'
    • Click the 'Security' tab
    • Click the 'Enable Javascript' button
    • Not applicable – Javascript is enabled by default
    • Go to 'Tools'
    • Select 'Add-ons'
    • In the 'Add-ons Manager' tab, select 'Plugins'
    • Select Javascript and click 'Enable'