If a PDF or document in the Credicorp portal will not open or download, work through these steps.
Step 1 — Check your browser's popup blocker
Most document downloads in the portal open as a PDF in a new browser tab. If your browser is blocking popups for this site, the download will appear to do nothing. Look for a popup-blocked notification in your browser's address bar and allow popups from credicorp.co.uk.
Step 2 — Check your PDF viewer
If the PDF opens as a blank page or shows an error, you may need to update your PDF viewer or use a different one. Try downloading the file directly (right-click → Save As on the download link) and opening it with a desktop PDF application (Adobe Acrobat Reader, Preview on Mac, or your operating system's built-in viewer).
Step 3 — Check your download folder
Sometimes downloads complete silently in the background without a visible prompt. Check your browser's default Downloads folder — the file may already be there.
Step 4 — Try a different browser
If the above steps do not resolve the issue, try a different browser (Chrome, Firefox, Safari, or Edge). Some browser extensions — particularly ad blockers or security tools — can interfere with file downloads.
Step 5 — Contact us for a direct send
If you still cannot download the document after trying the above, use the General Support Enquiry form to request that we send the document directly to your registered email address. Include the document name or type and the date you need it by, and we will send it promptly.
Requesting documents not visible in the portal
Older documents — for example, agreements from previous loans or historical statements beyond 12 months — may not always be visible in the portal. Use the General Support Enquiry form to request these, citing the approximate date range, and we will retrieve them.
See also: My statement is not available to download, How to download your statements, How to access statements from previous loans.