Troubleshooting

The Credicorp portal can grant access to multiple directors and authorised members of your finance team. If a new person cannot sign in, work through these steps.

Step 1 — Check whether they have been invited

Portal access is not automatic for company directors — it has to be granted explicitly by an existing portal administrator on your account. Sign in as an existing admin user and go to Settings → Users & access to check whether the new person's email address appears.

Step 2 — Send or resend the invitation

If the person does not appear in the user list:

1. Go to Settings → Users & access → Invite a user.
2. Enter their email address and select their access level (full access or view-only).
3. An invitation email is sent immediately. It expires after 48 hours — if they did not act on it in time, resend it from the same page.

Step 3 — Check they are using the correct email address

The invitation is tied to the specific email address it was sent to. If the new user is trying to sign in with a different email, they will see an "account not found" message. Ask them to check which address the invitation was sent to.

Step 4 — If they see an error after clicking the invitation link

Invitation links expire after 48 hours and are single-use. If they clicked the link but the page showed an error, resend the invitation from Settings → Users & access. Make sure they click the link directly (not copy-paste) and use a supported browser.

If you are the only admin and you are locked out

If you cannot access the portal yourself to add users, see I cannot sign in to my account first to restore your own access, then invite the new director afterwards.

If you need to add a director who is also a loan signatory

Adding a director to the portal does not change the loan agreement signatories. If you need to change who is authorised to take actions on the agreement itself (for example, after a change of directors), contact us — this may require an amendment to your facility terms.

See also: Managing access and roles for your team, I cannot sign in to my account, I cannot update my email address on the portal.

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This situation — where your bank shows a debit but our portal still shows the payment as failed or outstanding — is uncommon but does occur during bank processing windows. Do not make a second payment until you have followed the steps below.

Why this can happen

Bank-to-bank payments go through a settlement cycle. In rare cases, a payment initiates at your bank (so it appears on your statement), but the confirmation to our systems is delayed or returns a technical error code before completing. The result is a mismatch between what your bank shows and what our portal reflects.

What to do

1. Wait 2 business hours — the majority of these cases self-resolve once the settlement message arrives. Refresh your portal and check whether the status has updated before doing anything else.
2. Get your payment reference — in your bank's statement, find the reference or transaction ID for the payment. You will need this when contacting us.
3. Contact us with proof — use the General Support Enquiry form or call our support line. Share a screenshot of your bank statement showing the debit (with account number redacted if preferred), the payment date, and the amount. Our team will trace the payment and reconcile it manually.
4. Do not double-pay — if you pay again and we later confirm the original arrived, we will credit the second payment against future payments or refund it. But to avoid complications, always confirm with us before paying again.

See also: My direct debit has not been collected, How to repay early, My portal shows an outstanding balance I do not expect.

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Upload failures during the application are usually caused by an unsupported file format, a file that is too large, or a temporary browser issue. Here is how to resolve each one.

Accepted file formats and sizes

• Bank statements: PDF only. Each file must be under 10 MB. We do not accept screenshots, photos, or Excel files — your bank's statement download should provide a PDF by default.
• Identity documents: JPEG, PNG, or PDF, under 10 MB per file. The document must be clearly readable with all four corners visible.

Common errors and fixes

File rejected or "unsupported format" message

Convert the file to PDF if it is in another format. On most Macs you can open the file in Preview and choose File → Export as PDF. On Windows, open the file and print to the "Microsoft Print to PDF" printer. Your bank's own online banking statement download should offer PDF as a format — log in to your business bank and look for the statement download option.

File too large

If a single month's statement is over 10 MB (uncommon but possible with image-heavy PDFs), use your bank's online portal to download individual months as separate files and upload them one at a time. Alternatively, use a free online PDF compressor to reduce the file size before uploading.

Upload button does nothing

This is usually caused by a browser extension blocking the file-picker. Try in a private/incognito window, or switch to a different browser. If using Safari on Mac, check that the browser has permission to access your Downloads folder in System Preferences → Privacy → Files and Folders.

Upload shows as complete but then disappears

Refresh the page — the upload may have succeeded but the display did not update. If the file is gone after refresh, re-upload it. If this happens repeatedly, try a different browser.

Using Open Banking instead

If you are experiencing persistent upload issues, consider connecting your business bank account via Open Banking instead. This is a read-only, consent-based alternative that does not require any file uploads. The option appears on the same step as the statement upload.

See also: Open Banking connection failed or timed out, What bank statements or documents do you need?, The identity check during my application failed.

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The Credicorp client portal is designed to work on mobile browsers, but some mobile-specific issues can interfere with sign-in. Work through these steps.

Step 1 — Check your browser and version

The portal works with current versions of Safari (iOS/iPadOS), Chrome (Android/iOS), and Firefox (Android). Very old browsers may not support modern authentication features. Update your browser to the latest version and try again.

Step 2 — Enable cookies and JavaScript

The portal requires cookies and JavaScript to be enabled. On iOS Safari: go to Settings → Safari → uncheck Block All Cookies. On Chrome: tap the three-dot menu → Settings → Site settings → Cookies → allow cookies. If you use a content blocker, temporarily disable it for credicorp.co.uk.

Step 3 — Do not use Private/Incognito mode for regular sign-in

Private browsing deletes cookies when you close the tab. If you sign in through a private tab, your session will not persist between pages and may cause unexpected sign-out behaviour. Use a regular (non-private) browser tab for signing in.

Step 4 — Clear your browser cache and cookies

Stale cached data can cause sign-in failures. On iOS Safari: Settings → Safari → Clear History and Website Data. On Chrome mobile: three-dot menu → History → Clear browsing data → Cached images and files + Cookies. After clearing, try signing in again.

Step 5 — Check your two-factor method

If two-factor authentication is required and you use an authenticator app, make sure the app is installed and working on the same device. SMS codes are delivered to your registered number — check your signal and that the SIM is the registered number. See my two-factor SMS code is not arriving if needed.

Step 6 — Try the desktop site option

Some mobile browsers render a mobile-optimised version of the portal that may behave differently. Try requesting the desktop version: on iOS Safari, tap the page settings icon in the address bar and select Request Desktop Website.

Step 7 — Try a different device or browser

If none of the above resolves the issue, try signing in on a desktop or laptop computer, or a different mobile browser. If it works there but not on a specific mobile device, the issue is likely device-specific and our support team can help investigate.

See also: I cannot sign in to my account, My two-factor SMS code is not arriving, The portal keeps logging me out.

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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.

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A sign-in failure is almost always caused by one of a small number of things. Work through the checks below in order — most are resolved within a minute.

Check 1 — Correct email address

Your Credicorp account is registered to the email address you used when you first applied. If you manage more than one company, each one may have a different registered address. Try the email address associated with the specific company you are trying to access.

Check 2 — Caps Lock and autofill

Passwords are case-sensitive. Confirm Caps Lock is off, and check that your browser's autofill has not inserted an old or incorrect password. Clearing the autofill entry and typing the password manually will rule this out.

Check 3 — Reset your password

If you cannot remember your password, or the one you are entering is definitely correct but not accepted, use the Forgot password link on the sign-in page. Enter the email address registered to your account and follow the link in the reset email. The reset link expires after 60 minutes, so use it promptly. If the email does not arrive within five minutes, check your spam or junk folder.

Check 4 — Browser or device issues

• Try signing in from a different browser (Chrome, Firefox, Safari, Edge).
• Clear your browser's cookies and cache for our site, then try again.
• Disable any VPN or privacy extension temporarily — some block the authentication cookies our portal uses.
• If you are on a corporate network, check whether a firewall is blocking clients.credicorp.co.uk.

Check 5 — Account locked or suspended

After several consecutive failed sign-in attempts, access may be temporarily suspended to protect your account. If you believe this has happened, contact us using the Account access enquiry form or call our support line. We will verify your identity and restore access.

See also: How to sign in to your account, Keeping your portal login secure, How Credicorp verifies it is really you on the phone.

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Your registered email address is your primary account identifier and a key security control. Changes to it go through an additional verification step rather than being instant — this is intentional.

The standard process

1. Sign in to your portal and navigate to Account settings → Contact details.
2. Enter the new email address and confirm it.
3. A verification email is sent to the new address. Click the link in that email within 30 minutes to confirm the change.
4. A notification of the change is also sent to the old address as a security alert.

The verification email has not arrived

Check the spam or junk folder of the new email address. The email comes from noreply@credicorp.co.uk. If it is not there after 10 minutes, go back to Account settings and request a new verification email — the link in the first one remains valid for 30 minutes. Make sure you have typed the new address correctly.

The verification link has expired

Verification links expire after 30 minutes as a security measure. Return to Account settings, re-enter the new address, and request a fresh verification email.

I cannot access the current email address

If you have lost access to the email address currently registered to your account (for example, the business has changed domain), you cannot complete the change self-service. Contact our support team using our General Support Enquiry form. We will go through an enhanced identity verification process to confirm you are an authorised director, then update the address manually.

See also: I cannot sign in to my account, How to contact us and what each channel can do, A new director cannot access the portal.

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Receiving a payment notification when you did not consciously initiate a payment can be alarming. Most of the time there is a straightforward explanation — here is how to work through it.

Common legitimate reasons

Scheduled direct debit collection

If your notification matches your regular repayment amount (or a revised amount after a recent change), this is simply your scheduled monthly collection. Check your repayment schedule in Payments → Repayment schedule to confirm.

Arrears catch-up

If a previous payment was missed or returned, a catch-up collection may appear at an unexpected time or amount. See your account ledger in the portal for the history.

Early repayment you authorised

If anyone with portal access to your account submitted an early repayment request, this generates a payment notification. Check with other directors or finance team members who have access.

Automatic re-try after a returned payment

If your bank initially returned a direct debit attempt (due to a temporary funds shortage), and the re-try was successful on a different day, you may receive a notification at an unexpected time.

If the notification does not match any of the above

1. Sign in to the portal and check Payments → Transaction history for a matching entry.
2. If no matching transaction appears, the notification may be a delayed system message — wait a few minutes and refresh.
3. If a transaction appears that you genuinely did not authorise, contact us immediately using the General Support Enquiry form or by calling your account manager.

See also: My direct debit was not collected, A payment shows as failed in my portal, My direct debit amount has changed unexpectedly.

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Most confirmation emails arrive within five minutes of submission. If yours has not appeared after that, there are a few things to check.

Check your spam or junk folder

Emails from noreply@credicorp.co.uk occasionally land in spam or junk filters, particularly with certain business email providers. Check those folders before assuming the email was not sent. If you find it there, mark it as "not spam" so future emails arrive in your inbox.

Check the email address on your account

Log in to your portal at clients.credicorp.co.uk and verify the email address shown on your account profile. If it is incorrect, update it and request a new confirmation from the contact form. A typo during registration is a common cause of missing emails.

Confirm the application is actually submitted

Log in to your portal and look at your application status. If it shows a status of Under review, Decision pending, or Approved, your application was received successfully even if the email has not appeared. If it still shows Draft or In progress, you may need to complete and resubmit it.

Check with your IT or email administrator

If you use a managed business email (Microsoft 365, Google Workspace, or a hosted mail service), your IT team or email provider may have a spam filter that is capturing our emails. Ask your administrator to whitelist @credicorp.co.uk or check the quarantine folder.

Still nothing?

Contact us using the General Support Enquiry form, quoting the name of the company you applied for. We can confirm receipt of your application and resend a confirmation.

See also: How quickly will I get a decision?, How Credicorp will and will not contact you, The identity check during my application failed.

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If your application was declined, we understand it is disappointing. Here is what to do next and how to improve your chances if you apply again.

What we can tell you

We provide a decline reason in the decision notification we send you. We are required to do this under UK consumer credit and data-protection rules. The reason will tell you the main factor — for example, the company's current credit position, the affordability assessment relative to your bank account activity, or an identity-verification issue. If you did not receive or cannot find the notification, contact us and we will resend it.

Check the main reason and act on it

• Credit position — if your company has adverse credit entries (CCJs, defaults, or payment arrears with other lenders), addressing those over time will improve your profile. Check your company's credit file via Companies House-linked providers such as CreditSafe, Experian Business, or Creditsafe.
• Affordability — if your bank account activity at the time of the application showed a tight cash position, applying later when your company's cash flow is stronger may produce a different result.
• Identity verification — if the decline related to an ID check, contact us. It may be possible to resolve the issue with additional documentation.
• Eligibility — if you applied as a sole trader or unincorporated partnership, or for a personal purpose, your company is not within our lending criteria. We lend only to UK limited companies and LLPs for business purposes.

When can I apply again?

There is no mandatory waiting period written into our policy. However, applying again immediately after a decline — without the underlying reason having changed — is unlikely to produce a different result and generates another credit search. We suggest waiting until the factor that caused the decline has meaningfully changed.

Free independent guidance

Business Debtline (0800 197 6026, free) and the British Business Bank's Finance Hub provide free, impartial guidance on business financing options, including types of lenders and products that may suit your company better at this stage.

See also: How Credicorp makes a lending decision, Complaining about an automated decision, My top-up request was declined.

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When you confirm a loan or flex drawdown, we attempt to set up a direct debit mandate on your business bank account. If your bank declines this, your agreement cannot proceed until the mandate is in place. Here is how to resolve it.

Why banks decline a direct debit setup

The account is not authorised for direct debits

Some business accounts — particularly basic accounts or accounts held with certain challenger banks — do not support direct debit instructions. Check with your bank whether your account type accepts direct debits from third parties.

The sort code and account number did not match

The bank details you provided during application must match exactly. A transposed digit or incorrect sort code will cause the mandate to fail. Check your bank's online portal or a recent statement to confirm the exact details.

The account requires dual authorisation

Some business accounts require two or more signatories to approve direct debit mandates. The mandate request will sit pending until all required approvals are given in your bank's app or portal.

Your bank flagged the request

Occasionally a bank's fraud prevention system will hold a new mandate pending a call-back or in-app confirmation. Check your bank app for any pending requests or contact your bank's business team.

What to do

1. Check the account details you gave us are correct — use the General Support Enquiry form to ask us to verify what we hold and update if needed.
2. Contact your bank and ask whether a direct debit mandate from Credicorp Limited is held as pending, declined, or blocked, and why.
3. Once your bank confirms it can accept the mandate, contact us so we can resubmit the instruction.

If you need to use a different account

If your primary account cannot accept direct debits, you may be able to nominate an alternative business account to collect from. Contact us to discuss whether this is possible for your agreement — we will need to verify ownership of the new account.

See also: My direct debit was not collected, How to update your bank details, My direct debit amount has changed unexpectedly.

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If your direct debit collected a different amount than you expected, there are a few likely explanations. Check these before contacting us — most changes are automatic adjustments your agreement permits.

Common reasons the amount changes

A missed or short payment was caught up

If a previous direct debit was returned or collected short (for example, because of insufficient funds), the arrears amount is added to the next collection once your account balance is restored. The collected amount will be higher than normal until the account is brought back to schedule.

A payment arrangement ended

If you were on a reduced-payment arrangement, your monthly collections revert to the original scheduled amount (or a new agreed amount) once the arrangement period ends. If you were not expecting this, check whether your arrangement has finished — see your portal or the arrangement confirmation email.

A top-up changed your balance

If you took an additional drawdown or top-up, the repayment schedule is recalculated and your monthly collection may increase.

Interest accrual on a flex drawing

If you hold a Credicorp Flex drawdown, the interest collected each month reflects how much was drawn and for how long. A larger or longer-held drawdown costs more each month.

What to do

1. Sign in to your portal and check Payments → Repayment schedule to see how your current monthly figure is calculated.
2. Compare the portal figure to what was collected. If they match and you do not recognise why, contact us using the General Support Enquiry form in the Help section.
3. If the portal figure and the collected amount do not match, contact us straight away — this may indicate an error.

Getting a refund if money was collected in error

If we confirm the collection was made in error, we will arrange a refund within three business days. Refunds go to the account your direct debit is collected from.

See also: My direct debit was not collected, My repayment schedule looks wrong, A payment shows as failed in my portal.

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In most cases, a collection that appears to be on the wrong date has a straightforward explanation. Here is how to check and what to do if an error has occurred.

Check your repayment schedule

Log in to your portal and review your full repayment schedule. The dates shown are the collection dates under your loan agreement. Verify that the date the collection occurred matches one of these dates — it may simply be that the schedule has more payment dates than you recalled.

Why the date on your bank statement might look different

• Banking day convention — if the scheduled date falls on a weekend or a UK bank holiday, direct debit rules mean collection moves to the next available banking day. Your agreement reflects this.
• Bank processing time — the debit may appear on your statement on the day after collection in some bank apps, depending on when your bank updates transaction history.

If you believe a collection was genuinely incorrect

If, after checking the above, you believe a payment was collected on a date not matching your schedule or for an amount different from what your agreement shows, contact us immediately. Use the General Support Enquiry form and provide:

• The date and amount of the collection
• The reference that appeared on your bank statement
• Your company name and account number

We will investigate and, if an error has occurred, return the overpayment or adjust accordingly. Genuine collection errors are rare but we take any such query seriously.

See also: My direct debit has not been collected, How Credicorp loan repayments work, My direct debit was collected on the wrong date.

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If a direct debit did not come out on the expected date, act quickly — unpaid amounts accrue daily interest and a missed-payment status can affect your company's credit profile.

Why a direct debit can fail

• Insufficient funds — the most common cause. The direct debit attempted on the date shown but the available balance was too low.
• Mandate cancelled — someone at your company may have cancelled the mandate through your business bank's online banking. A new mandate needs to be set up.
• Bank account changed — if you have moved to a new business bank account, the direct debit is no longer linked to the correct account.
• Technical processing delay — very occasionally a bank returns a processing error. This is rare; check your bank's statement to confirm no debit was made.

What you should do now

1. Log in to your portal at clients.credicorp.co.uk and check the status of the outstanding payment under your loan summary.
2. Make a manual payment if funds are available — use the Make a payment option in your portal to clear the missed amount immediately and stop further interest accruing.
3. Contact us if you cannot pay immediately — use the Payment difficulty form. Acting early gives us more options to help.
4. Re-set up your direct debit if the mandate was cancelled or the bank account changed. Use the portal or the General support enquiry form to request a new mandate.

For information on requesting more time, see how to request a payment arrangement. If you are experiencing broader financial difficulty, see what to do if you are struggling to pay.

See also: How to set up a direct debit, What to do if you miss a payment, How to request a payment arrangement.

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If your direct debit collected on a different date than you were expecting, there is usually a straightforward explanation. Check the most common causes below.

Banking day adjustments

Your scheduled collection date is a working-day date. If it falls on a weekend or a UK bank holiday, your bank automatically moves the collection to the nearest working day. This is standard behaviour across all direct debits — not specific to Credicorp. The collection is not early or late; it is the correct adjusted date.

Your collection date was recently changed

If you requested a change to your collection date (for example, to align with when your invoices are paid), the new date will apply from the following collection period. If you changed it very recently, the first collection at the new date may feel unexpected. Check your portal confirmation email for when the new date was scheduled to take effect.

A retry after a returned payment

If a previous direct debit was returned by your bank, a retry may be submitted a few days later. This retry can appear to collect on an unusual date — it is catching up the previously missed amount, not advancing the next scheduled payment.

Your payment arrangement has ended

If your account was on a reduced-payment or payment-holiday arrangement and the arrangement has now finished, the standard schedule resumes. The date and amount may differ from the reduced arrangement you were used to.

If none of the above apply

1. Check Payments → Repayment schedule in the portal to see the official next scheduled collection date. Compare it to what was actually collected and when.
2. Download the relevant statement to see the full transaction record.
3. If the collection date genuinely does not match anything in your schedule, use the General Support Enquiry form to report it. Include the date the collection was taken and the amount. We will investigate and contact you within two business days.

See also: Setting my direct debit collection date, My direct debit amount has changed unexpectedly, My direct debit was not collected.

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Credicorp Flex drawdown requests are typically processed within one business day and funds usually arrive the same or next business day. If your request has been pending longer than this, here is what may be happening.

Reasons a drawdown may stay pending

Request submitted outside business hours

Drawdown requests submitted late in the afternoon, over a weekend, or on a UK bank holiday are processed on the next business day. If you submitted late on a Friday, for example, the request may process on Monday and funds arrive Tuesday.

Human confirmation step

Every Credicorp drawdown is confirmed by a member of our team before funds are sent. This step exists to protect your account from fraudulent drawdown requests. In very rare cases, this review may take longer than usual during high-volume periods.

Verification query on your account

If there is an outstanding query on your account — for example, updated bank details that need verification, or a security flag — the drawdown may be held while the query is resolved. You would typically be contacted by email or portal message in this case.

Your available limit has reduced

If your available limit has changed since you submitted the request (for example, because interest has accrued or a previous drawdown's interest has been recalculated), the request may be held for review. Check your available balance in the portal.

What to do

1. Check the portal for any messages or notifications about the drawdown.
2. If the request has been pending for more than one full business day with no communication, contact us immediately using the General Support Enquiry form or by telephone. Include the drawdown amount and the date you submitted the request.

Cancelling a pending drawdown

If you no longer need the drawdown or submitted the request in error, you may be able to cancel it before it processes. Contact us as soon as possible. Once funds have been sent to your account, the drawdown cannot be reversed — it becomes an outstanding balance on your facility.

See also: How do I draw down from Flex?, How to check a drawdown has reached your bank, How to cancel a drawdown request before it pays out.

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Loan offers are time-limited. If you did not sign your offer document before the expiry date shown in your portal, the offer will have closed. Here is what happens next and your options.

Why offers have an expiry date

Your offer is based on information verified at a specific point in time — your bank data, company financial position, and credit profile. An offer that stays open indefinitely could be based on stale information, which would not be fair to either party. The expiry date is typically 14 to 30 days from issue; the exact date is shown in the offer document itself.

Can an expired offer be reinstated?

In some cases, yes. If your offer expired recently and your circumstances have not changed significantly, contact us using the General Support Enquiry form to ask whether reinstatement is possible. We will review your account and let you know quickly.

Reinstatement is not guaranteed — we may need to re-verify your bank data before we can reissue the offer, and the reinstated offer may carry the same or updated terms depending on what has changed.

If the offer cannot be reinstated

You will need to submit a fresh application. Because we already hold your company's details, some parts of the process may be faster second time around — but you will need to reconnect Open Banking so we have current bank data.

1. Sign in to the portal and start a new application from the Apply section.
2. Connect your business bank account via Open Banking when prompted.
3. Submit the application. Our team will review it and issue a new decision, typically within one business day.

If you need longer to review your offer next time

If you anticipate needing more time — for example, to get a legal or financial adviser to review the terms — contact us before the offer expires and we will try to extend the deadline. We cannot extend an offer after it has already closed.

See also: How long is a loan offer valid?, What happens if your application is declined?, I cannot download my loan agreement or documents.

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If your name, company name, registered address, or other details are shown incorrectly on your Credicorp account, contact us to have them corrected. You cannot change these details yourself in the portal settings — corrections go through a verification step to protect against fraud.

Common reasons for incorrect details

• A transcription error at application — for example, a name entered with a typo or in a different format than your official documents.
• A company name change since your account was created — for example, after a rebrand or restructure.
• A director name change — for example, following a marriage or deed poll change.
• An address change that was not yet applied to your account.

How to request a correction

1. Use the General Support Enquiry form and describe what is incorrect and what the correct detail should be.
2. Where the correction relates to a legal name or official company detail, we will ask you to supply a supporting document — for example, a Companies House extract, passport, or deed poll certificate. This protects your account from unauthorised changes.
3. Once verified, we will update the detail on your account and confirm by email.

Company name changes

If your company has legally changed its name at Companies House, the registered company name on your agreement may need to be formally updated. Contact us and we will advise whether a deed of variation or other document is needed. The underlying agreement remains in force — a name change does not affect your obligations or ours.

Address changes

If your company's registered office address has changed, update it at Companies House first. Once that is done, contact us with the new address and we will update it on your account. Your correspondence address for portal communications can also be updated — ask us to change either or both.

See also: How to update your company registered address, My email address change is not working, My repayment schedule looks wrong.

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During or after connecting your business bank account via Open Banking, you may notice that the balance shown in the Credicorp portal differs slightly from the balance visible in your banking app. This is usually expected behaviour.

Why balances can differ

Pending transactions

Bank account balances include both settled and pending transactions. Open Banking APIs typically show the available balance or the cleared balance — different banks surface different values. If there are pending outgoing transactions (for example, payments authorised but not yet cleared), your bank's app may show a lower available balance than the "ledger" balance provided to Open Banking.

Data retrieval timing

Open Banking data is retrieved at a point in time when you authorise the connection. If transactions post to your account after that moment, the balance in Credicorp's portal will be behind. The data is not live — it was captured during the connection.

Credit facilities included in bank balance

Some bank apps show your "available balance" including your overdraft facility. Open Banking typically returns the actual account balance, not the combined available-with-overdraft figure.

Does this affect my application or assessment?

Credicorp uses your full transaction history for assessment — not a single snapshot balance. Minor balance discrepancies between our portal display and your banking app are unlikely to affect the decision. If the discrepancy is significant and you are concerned, contact us using the General Support Enquiry form.

If the data appears to be from the wrong account

If the balance shown looks like it might be from a different account (for example, a personal account rather than your business account), contact us immediately. We can disconnect the incorrect account and guide you through reconnecting the correct one.

See also: Open Banking connection failed, First-time connecting your bank via Open Banking, How Credicorp uses Open Banking data.

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Passkeys are device-bound credentials — the passkey stored on your phone or laptop must be the same one enrolled on your account. If it is not being recognised, here is why and how to fix it.

You are using a different device

A passkey is stored on the specific device (and often the specific browser) where you set it up. If you have changed phones, reinstalled your operating system, or are trying to sign in from a computer that never had the passkey enrolled, you will need to use your password instead, then enrol a new passkey on the new device.

The passkey was deleted

Passkeys can be deleted accidentally from your device's password manager (on iOS: Settings → Passwords; on Android: Settings → Passwords and Accounts). If it is gone, use your password to sign in and re-enrol a passkey from Account settings.

Biometric prompt is failing

If Face ID, fingerprint, or Windows Hello is failing to recognise you, the issue is with your device's biometric, not your Credicorp account. Try unlocking your phone or laptop with your PIN/passcode first, then attempt the passkey again. If your biometric consistently fails, re-register your face or fingerprint in your device's settings.

Fallback: sign in with your password

On the sign-in page, select Sign in with password instead. Enter your email address and password. Once in, you can enrol a fresh passkey from Account settings → Security.

If you have lost access to both your passkey and your password

Use the Forgot password link to reset your password by email. Once signed in, enrol a new passkey. If you cannot access the registered email either, contact us to go through enhanced identity verification.

See also: How passkeys work on Credicorp sign-in, I cannot sign in to my account, Document upload not working during my application.

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Account locks exist to protect your company's account from unauthorised access. They are straightforward to resolve once your identity has been verified.

Temporary lock after failed sign-in attempts

If the wrong password is entered several times in a row, the account is automatically locked for a short period. This is a security measure. Wait 30 minutes and then try again with the correct password. If you are unsure of your password, use the Forgot password link on the sign-in page rather than retrying.

Lock for a security or compliance reason

In some cases, an account may be restricted pending identity verification or a compliance check — for example, if we detect an unusual sign-in from an unfamiliar location. If you receive a notification about this, respond promptly to the email from our team or contact us directly. Do not attempt to create a new account; work with us through the existing one.

How to unlock your account

1. Use the Account access enquiry form and describe the situation. Include the email address registered to your account and the company name.
2. Our team will contact you to verify your identity — this usually involves a call and confirmation of a few account details.
3. Once verified, access is restored within one business day in most cases.

See also: I cannot sign in to my account, Keeping your portal login secure, A payment shows as failed in my portal but my bank shows it left my account.

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The balance shown in your portal represents the amount outstanding on your account at the moment you view it. Here are the most common reasons it may not match your expectation.

Interest has accrued since your last statement

For Credicorp Flex, interest accrues daily on drawn balances. The outstanding balance in the portal reflects today's position including accrued interest not yet collected. Your last monthly statement, by contrast, shows the position at a point in time. The two figures will therefore often differ.

A payment has not yet cleared

If you made a payment or if a direct debit was collected recently, it may take one to two business days to show as cleared on your account. During this window, the portal may still show the pre-payment balance.

You have an outstanding returned payment

If a previous direct debit was returned by your bank (insufficient funds or similar), the amount due will remain outstanding and may appear in addition to your current scheduled amount. Check Payments → Transaction history for any returned items.

You made an early or partial repayment

If you made a one-off payment toward your balance, the outstanding figure will have reduced accordingly. Check the transaction history to confirm this was applied.

What to do if the balance still looks wrong

1. Download your latest statement from Statements and compare the closing balance to what the portal shows today.
2. Check Payments → Transaction history for any unusual or unexpected entries between the statement date and today.
3. If you cannot reconcile the figures, use the General Support Enquiry form to ask us for a breakdown. Include the date and the figure you are questioning.

We will respond with a full account ledger showing every transaction and how the current balance was reached.

See also: My repayment schedule looks wrong, My statement shows charges I do not recognise, How to download your statements.

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If the Credicorp portal appears to show different information on your phone compared to your laptop — or between different browsers — there are a few common causes.

Cached data from an older session

The most common reason is that one device is showing a cached (stored) version of the portal from an earlier session, rather than fresh data from the server. Your browser caches portal pages to load them faster, but this can result in outdated figures being shown.

To force a fresh load: on the device showing old data, press Ctrl + Shift + R (Windows) or Cmd + Shift + R (macOS) to force a hard refresh. On mobile, pull down on the page to refresh in most browsers.

Different user accounts on different devices

If multiple people have portal access to your company account, check that you are signed in as the same user on both devices. Different user roles may see different data or have different permissions — for example, a view-only user may not see all sections that a full-access admin sees.

Session not fully signed out

If you were signed in on one device and then signed in on another without signing out on the first, the first device may show a stale session with outdated data. Sign out on all devices and sign back in to get a fresh session.

Mobile browser vs desktop differences

The portal is designed to be responsive across screen sizes, but some sections may be collapsed or formatted differently on mobile. Information that appears tabular on a desktop may be stacked vertically on a small screen — this can look like missing data when it has just been reformatted. Try requesting the desktop version of the site on your mobile browser to compare.

If the discrepancy seems like a genuine data error

If after clearing your cache and forcing a refresh, two devices still show materially different data that cannot be explained by the above (for example, different outstanding balances or missing transactions), contact us via the General Support Enquiry form. Include the specific discrepancy and what each device showed.

See also: My portal shows an outstanding balance I do not expect, I am having trouble signing in on a mobile browser, A payment shows as failed in my portal but my bank shows it left my account.

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A repayment schedule that looks surprising usually has a simple explanation — but it is important to check rather than assume. Here is how to read it and what to do.

Read your Key Information Sheet first

Your Key Information Sheet (KIS) was provided when you applied and is available to download from your portal under Loan documents. The KIS shows the exact repayment amounts and dates in your agreement. Compare what the portal now shows with the KIS figures.

Why a payment amount may look different

• Interest accrual on a daily basis — Credicorp interest is charged at 0.25% per day on the outstanding balance. If you made a partial payment, your remaining balance changes and subsequent interest amounts adjust to reflect the new balance.
• A missed payment and late interest — if a previous payment was not collected, interest continued to accrue and the outstanding total increased. This will show in your current schedule.
• An early or additional payment was applied — if you made an extra payment, the outstanding balance fell and the remaining schedule reduced accordingly.

Checking whether the schedule is correct

In your portal, open your loan summary and look at the transaction history alongside the schedule. Each payment applied (or missed) should be visible. If you can identify why the schedule looks as it does from the history, the schedule is likely correct.

If you believe there is a genuine error

Contact us with the specific discrepancy — what the schedule shows versus what you believe it should show, and why. Use the General Support Enquiry form. Our team will check the calculation against your loan agreement and respond in writing.

See also: How to read your Key Information Sheet, How Credicorp loan repayments work, My name or company details are wrong on my account.

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Statements are generated automatically at the end of each statement period and are available to download from your portal. If yours is not appearing, here are the most likely causes.

Statement is not yet generated

Statements are typically generated within 24 hours of the end of your statement period. If your period has just ended, check again the following business day. There is no delay for public holidays — generation is automated.

Statement period has not ended yet

You can only download a statement for a period that has fully closed. Your current period's transactions are visible in the portal's transaction view but do not become a downloadable statement until the period ends.

Download link is not working

If you click the download link and nothing happens, or you get an error, try the following:

• Check that your browser is not blocking pop-ups or downloads from clients.credicorp.co.uk.
• Try right-clicking the link and selecting "Save link as" or "Download linked file".
• Try in a different browser.
• If you use a corporate network, check with your IT team that PDF downloads from our portal are not being blocked.

Statement for a specific period is missing

If you need a statement for a period that is not visible in the portal (for example, a historical statement), contact us using the General Support Enquiry form. We can produce copies of statements going back to the start of your account.

See also: How to download your loan documents, How your Credicorp loan statement is structured, My statement shows charges I do not recognise.

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If you see a charge on your statement that you do not immediately recognise, check the list below before contacting us — most entries have a standard explanation.

Common statement entries explained

Monthly repayment

Your scheduled monthly repayment amount. This will match the figure in your repayment schedule under Payments → Repayment schedule.

Interest charge

For Credicorp Flex, interest accrues daily on drawn balances and is collected monthly. The amount will vary with your drawdown level. For term loans, interest is included in your fixed monthly repayment rather than shown separately.

Returned payment fee

A small fee applied when a direct debit collection is returned by your bank (insufficient funds or other bank-side rejection). Fees are set out in your original offer document.

Late payment charge

Applied when a payment remains outstanding beyond the agreed grace period. This is rare if your direct debit is active; it usually occurs when a mandate has lapsed and payments are being made manually.

Settlement adjustment

If you made an early repayment, the statement may show a settlement figure that differs from the outstanding balance — this reflects interest that has not yet accrued. The adjustment brings the balance to the correct settled figure.

Drawdown receipt

Money coming INTO your account from a Flex drawdown. This is not a charge — it is a credit, shown for information.

If you still cannot identify a charge

1. Check your original offer document — all fees and charges that could apply to your agreement are listed there.
2. Use the General Support Enquiry form to ask us to explain the specific line item. Include the date and amount so we can look it up quickly.
3. If you believe a charge has been applied in error, say so in your message — we will investigate and refund any incorrect charge within three business days.

See also: My statement is not available to download, How to download your statements, My repayment schedule looks wrong.

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Top-up and further draw requests are assessed in the same way as initial applications — they go through a review of your current account position and recent financial data. Here is what may be causing a delay.

Check the status in your portal

Log in to your portal and look at your facility summary. The status of a top-up request should show as Under review, Approved, or Declined. If it still shows as Draft, you may not have completed and submitted the request.

Recent open banking data refresh

For Flex top-ups, we may need up-to-date bank data. If you connected your bank by Open Banking when you first applied, we may request a data refresh before approving additional credit. Look for an email requesting this and complete it through the link provided.

Outstandings on your account

If your account has a missed or late payment, a request for further credit will typically not be approved until the account is brought back into good standing. Bring your account up to date first, then submit a new request.

No decision after 2 business days

Most top-up requests receive a decision within one business day. If two full business days have passed without an update, contact us using the General Support Enquiry form, quoting your account reference and the date you submitted the request.

See also: How to request a top-up or further draw, What is Credicorp Flex and how does it work?, My top-up request was declined.

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A top-up request is a fresh lending decision based on your account's current position and your company's current finances — it is not automatic. If your request was declined, one of the following is likely the reason.

Common reasons for a top-up decline

Missed or late payments on your current account

If one or more payments have been missed, returned, or paid late in your current agreement, this significantly affects top-up eligibility. Lenders are more cautious about increasing exposure on an account that has shown payment strain.

Your business finances have changed

Your current business bank data (provided again through Open Banking for a top-up assessment) may show reduced revenue, increased outgoings, or a weaker cash position than when your original loan was issued.

Existing borrowing level already at capacity

There is a limit to how much we will lend against your company's revenue and balance sheet. If your current agreement is already close to that limit, a top-up may not be available even with a good payment record.

Minimum time since last funding

We apply a minimum period between funding events to ensure your business is not over-leveraged. If you request a top-up too soon after your initial loan, you may be asked to wait.

Director or company credit changes

If there have been significant changes to a director's credit profile or to the company's Companies House record (for example, a new CCJ, charge, or winding-up petition), this affects the top-up decision.

What to do

1. Review your payment history in the portal under Payments → Transaction history. If there are missed or returned payments, address these first.
2. Contact us using the General Support Enquiry form to ask whether there is a specific reason for the decline and what the earliest you could reapply would be.
3. Continue making on-time payments — a clean payment record over the following months is the most effective way to improve future top-up eligibility.

See also: My top-up request is not progressing, Can I reapply after a business loan decline?, My drawdown request has been pending for a long time.

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If you are waiting for a text message with your two-factor sign-in code and it has not arrived after a couple of minutes, work through the steps below.

Step 1 — Wait a moment and retry

SMS delivery can be delayed by network congestion. Wait two minutes, then request a new code using the Resend code link on the sign-in page. Do not try more than three times in quick succession — repeated requests can trigger a temporary block.

Step 2 — Check the basics

• Your phone has signal and is not in aeroplane mode.
• Your SIM is active and not blocked (try making a call).
• The number registered on your account is the one you are checking. If you have changed your number recently, the old number may still be on record.
• You do not have any call-forwarding or SMS-filtering app that might be diverting messages.

Step 3 — Try an alternative sign-in method

If you also have an authenticator app or passkey set up on your account, use that instead — they do not rely on SMS. Select Other sign-in options or Use an authenticator app on the sign-in screen.

Step 4 — Use a recovery code

If you saved backup recovery codes when you first set up two-factor authentication, you can use one in place of the SMS code. On the sign-in screen, select Use a recovery code.

Step 5 — Contact support

If SMS codes never arrive and you have no alternative sign-in method, use the Account access enquiry form to request a supported sign-in review. We can check the number on record and, after identity verification, reset your second-factor method.

See also: I cannot sign in to my account, Setting up two-factor authentication, Recovering access after losing your two-factor authenticator.

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Open Banking lets us read your business bank transaction data securely without you uploading statements manually. If the connection did not work, it is usually straightforward to fix.

My bank is not in the list

We support the main UK business banks via Open Banking. If your bank is not listed, or the connection option does not appear, you can complete your application by uploading your last six months of bank statements as PDFs instead. The upload option appears on the same screen. This does not disadvantage your application — both routes are equally valid.

The connection timed out or threw an error

1. Retry immediately — transient bank-side errors resolve within seconds. Go back one step in the application and choose your bank again.
2. Check your bank's own app or website — occasionally your bank's Open Banking gateway has a service interruption. If your bank's online banking is also showing errors, wait 15–30 minutes and try again.
3. Try a different browser or disable extensions — privacy extensions, tracker blockers, and VPNs can interrupt the consent redirect. Try in an incognito window with extensions disabled.
4. Use statement upload instead — if the problem persists, choose the manual upload option and submit your last six months' business bank statements as PDFs. Your application will continue normally.

I approved the connection but my data did not come through

If you completed the consent flow at your bank but the application did not advance, the data transfer may have stalled. Close and reopen your application (your progress is saved), check that the bank connection shows as confirmed, and if it does not, re-initiate the connection from the bank data step.

I do not want to use Open Banking

Open Banking is not compulsory. At the bank data step, choose Upload statements and provide your last six months of business bank statements as PDFs. Your Open Banking consent is never stored beyond your application; there is nothing to revoke after you have applied.

See also: How Open Banking works in your Credicorp application, What happens if I cannot connect my bank, My Open Banking balance shown in the portal differs from my bank balance.

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A blank screen or failure to load is almost always a local issue with the browser or network, not a problem with the portal itself. Work through these steps.

Step 1 — Hard refresh

Press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac) to force the browser to reload the page without using its cache. This fixes the majority of blank-screen issues caused by stale cached files.

Step 2 — Clear cookies and cache for the site

In your browser settings, clear the cookies and cached data specifically for clients.credicorp.co.uk. You will need to sign in again afterwards. This resolves issues where an old session cookie is in a broken state.

Step 3 — Try a different browser

Open the portal in a second browser (e.g. if you normally use Chrome, try Firefox or Edge). If it loads, the issue is specific to your primary browser. Updating the browser to its latest version usually fixes it.

Step 4 — Check your network or VPN

If you are connected via a VPN, try disconnecting it and loading the portal again. Some corporate VPNs or proxy servers block the cookies or content our portal relies on. Similarly, if you are on a corporate network, check with your IT team that clients.credicorp.co.uk is not on a block list.

Step 5 — Disable browser extensions

Ad blockers, script blockers, and privacy extensions can prevent parts of the portal from loading. Try opening the portal in a private/incognito window with all extensions disabled. If it loads there, re-enable your extensions one at a time to identify the culprit, then whitelist the portal in that extension's settings.

If none of the above resolves it

Contact our support team using the General Support Enquiry form. Include the browser and version you are using, a description of what you see (blank, error message, partial load), and whether you have tried multiple browsers. We can check server-side status and guide you further.

See also: I cannot sign in to my account, Managing your facility through the client portal, My portal shows an outstanding balance I do not expect.

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The identity check in the application is an automated anti-money laundering (AML) check on you as the director authorising the loan. It is not a consumer credit search and does not affect your personal credit file. A fail does not necessarily mean the application is over.

Why the check may not have passed

• Details do not match public records — the check cross-references your name, date of birth, and address against credit-agency data, electoral roll, and Companies House. If your name is abbreviated, your address is very recent, or you are on the electoral roll under a slightly different spelling, the automated check can return a soft fail.
• Recent change of address — addresses registered recently are sometimes not yet on the data provider's database, causing a mismatch.
• Non-standard name format — double-barrelled surnames, initials-only first names, or names that differ between documents can cause issues.

What happens after a soft fail

A soft fail usually means the application moves to a manual review stage, and we may ask you to upload additional identity documents — typically a passport or driving licence, and a recent utility bill or bank statement addressed to you at your home address. This is a standard KYC (Know Your Customer) step, not a sign that your application will be declined on identity grounds.

What to do

Check your email for a notification from us — we will tell you if we need additional documents and how to provide them. If you have not received one but the portal shows the application is paused at the identity step, contact us using the General Support Enquiry form.

See also: How Credicorp verifies your business identity, How Credicorp makes a lending decision, Document upload not working during my application.

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The Credicorp portal ends inactive sessions automatically as a security measure. If you are being logged out more often than you would like, here is what is happening and how to manage it.

Why sessions end automatically

For the security of your business account, the portal closes your session after a period of inactivity. This prevents an unattended browser from being used to access or modify your account. The timeout period is intentionally conservative — financial account portals handle sensitive data and are held to a higher security standard than general web applications.

Tips to avoid unexpected sign-outs

Do not use browser auto-fill for your password on a shared computer

If you share a computer, storing your password in the browser puts your account at risk during periods when you are not watching the screen. Use a personal password manager instead.

Keep the tab active

If you step away while reviewing a document or form in the portal, leave the tab open and scroll or click within it every few minutes to signal activity. The timer resets on each user interaction.

Use a supported browser

Some browser extensions — particularly aggressive privacy or cookie-blocking tools — can invalidate your session cookie early. If you are being logged out very quickly, try signing in with extensions disabled or in a private/incognito window.

Check the "remember this device" option

If the sign-in page offers a "remember this device" or "stay signed in" option, enabling it reduces how frequently you need to go through the full sign-in process. This is suitable for a personal, private device — not a shared or public computer.

If you are logged out mid-task

If you are in the middle of completing a form (for example, a support enquiry or account change request) and the session ends, your in-progress input will be lost. Draft anything long in a separate document first and paste it in just before submitting.

If you are logged out immediately after signing in

Being redirected back to the sign-in page right after entering your credentials can indicate a cookie or redirect issue rather than a session timeout. Try clearing your browser cookies for the credicorp.co.uk domain and signing in again. If the problem continues, use a different browser or contact us.

See also: I cannot sign in to my account, Setting up two-factor authentication, My portal shows an outstanding balance I do not expect.

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