How can we help you?

Are you struggling to reset your password?

We've put together some troubleshooting steps for you to try before getting in touch with us. For the quickest resolution, please give these a go before contacting us.

The problem: 

I am trying to log in to my account and get the 'Wrong email or password' error message. I use the 'Forgot password?' button but I'm not receiving the password reset email to the email address that I enter, so I can't access my account.

The solution:

Firstly, when trying to reset your password you must enter the email address linked to your Blue Light Card account.

Troubleshooting step 1:

Even if you're sure that you're entering the correct email address, it's worth trying any other email addresses you've got access to. The majority of our members who contact us for help with logging in forget that they signed up under their work email address! The reset password email might take 5-10 minutes to come through after you've requested it.

Top tip: search for 'Blue Light Card' in all email inboxes you have access to (work and personal), whichever one you have received marketing emails or updates to is likely the email address you need to use to change your password. 

If you've tried step 1 and you're still not receiving the password reset email, try this next step.

Troubleshooting step 2:

Add noreply@services.bluelightcard.co.uk to your email contacts/Safe Senders list and try sending the password reset email again. The reset password email might take 5-10 minutes to come through after you've requested it.

More support on how to add us as a contact for your email provider can be found below:

Gmail

Outlook

iCloud

Yahoo

If you've added us to your email contacts/Safe Senders list and still not receiving the password reset email, here's something else you can try. 

Troubleshooting step 3:

Clear your cache & cookies for all history on your internet browser and try sending the password reset email again. The reset password email might take 5-10 minutes to come through after you've requested it.

More support on how to do this for your internet browser can be found below:

Google Chrome

Safari

Microsoft Edge

If you've cleared the cache & cookies for all history on your internet browser and still not receiving the password reset email, let us help you. 

Troubleshooting step 4: 

Contact our team for some more support here.

The problem:

I am trying to log in to my account and get the 'Something went wrong - please try closing and reopening the app' error message. I close and reopen the app but get the same error message, so I can't access my account.

The solution:

Troubleshooting step 1:

Clear your cache & cookies for all history on your internet browser and try logging in again.

More support on how to do this for your internet browser can be found below:

Google Chrome

Safari

Microsoft Edge

If you've cleared the cache & cookies for all history on your internet browser and still can't log in, let us help you. 

Troubleshooting step 2: 

Contact our team for some more support here.

If you've tried to log in multiple times and been unsuccessful, your account will be blocked to ensure the security of your account.

Fixing this should be pretty easy, simply reset your password and this should unblock your account and allow you to log in.

For more support on how to reset your password, visit our article on this by clicking here. If you're not receiving the password reset email, see our article for troubleshooting steps by clicking here.

If you are struggling to log in after resetting your password, please submit a request by clicking here and a member of the team can help you out!

Attempting to log in will trigger a new verification email to be sent to you. Click on the link in your verification email to activate your account.

If haven't received the verification email, please make sure to check your junk/spam folders before submitting a request here

Firstly, please check your emails for any communication from us providing updates on your card application, or requesting further information from you for your card application.

If you still need to get in touch with us regarding this login message, please submit a request here

You won't be able to access the Blue Light Card app if your device or operating system is no longer compatible with our most recent app updates.

For Android devices, the app is not compatible with Android operating system 12 or below.

For iOS devices, the app is not compatible below iOS 15.6. It is also not compatible with any iPads.

However, we can provide an alternative solution to accessing your account via your phone. By following the steps below, you can add the Blue Light Card website to your device home page.

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At this time, you will not be able to add your Blue Light Card to your phone wallet. However, if you download and log in to the Blue Light Card app, you'll have access to your virtual card to show in-store.

Please note that some companies prefer to see a physical Blue Light Card at their discretion.

Here's some troubleshooting steps for you to try before getting in touch with us:

You might have outstanding steps on your card application - you'll need to complete these steps to complete your card application. Visit the 'Your Card' section of your account which will outline what steps you still need to take.

If you've got no outstanding steps left on your application:
If you've finished signing up/renewing your card and your work ID has been uploaded, you'll need to wait for us to review your work ID. Once your ID has been approved and your application is complete, you'll be able to access offers again on the next day.

If you've not signed up/renewed your card recently:
You might be logged in to the wrong account - you'll need to log in to the account that your card application was made under. If you're not sure which account your card is under, try logging in with any email address that you've got. We'll be able to send a password reset to an email address on our system, so try resetting the password too.

If you're sure you're logged in to the account your card is on:
If none of the above steps resolve the issue, get in touch with us here: Submit a request. Attach a photo of your physical card to your request if you've got one as this will help the team to take action.

You can continue to use your virtual card in the Blue Light Card app, or purchase a replacement card (this will restart your 2 year membership).

If you would like to continue to use your virtual card (on our app):

If you wish to continue using your virtual card then you don't need to take any action, however please note that some of our partners do prefer to see the physical card in-store to apply your discount. If you change your mind, please follow the instructions below.

If you would like to purchase a new card;

You can report your card as lost via our website or app by heading to the 'Your Card' section and select 'request a new card' (pictured below). You'll then be able to start your new application by entering your delivery address, providing work ID if necessary and making your payment.

Once your card is reported as lost, you will lose access to your virtual card and all of our online offers as this will deactivate your previous card.

Found your lost card?

Great news! Submit a request here and attach a photo of your physical card for our team to reactivate.

Want to know more? You can view our terms and conditions here.

We're sorry to hear that you would like to cancel your application.

If you are looking to cancel your application because your ID has been declined, this doesn't always mean that you aren't eligible for a card. We will have reached out via email to let you know why your ID has been declined and let you know if you are not eligible. For more information on why your ID may have been declined and your next steps, please see this article.

If you would like to cancel your application and have paid the £4.99, our team will need to action a refund for you. Please submit a request here.

You will need to get in touch with us to reactivate your card. Please submit a request here and attach a photo of your card to the request.

Information on your card status is available via the 'Your Card' section of your account via our website or app.

If it has been 14 days since your card was posted, you will be able to request a card reprint via the 'Your Card' section of your account on our website by selecting 'Request a new card'. Via our app, this can be actioned using the small card icon at the bottom once logged into your account. (Please note that the option won't be available until 14 days has passed since the postage date)

You'll need to re-enter your delivery address as we do not store this once your card has been posted.

If your card is being delivered outside of the UK, please submit a request here.

Website	App

Being asked to pay again for your card?

Once our grace period of 90 days has passed from the date of card postage, you will no longer be able to mark your card for a free reprint, and will need to make a new payment for your card.

Want to know more? You can view our terms and conditions here.

Is your membership due to expire soon? You don’t want to miss out on the thousands of offers we have available – here’s how to renew your BLC membership.

What's here:

What you’ll need to start your renewal

The important bits

How to complete your renewal

FAQs

What you’ll need to start your renewal: 

• A Blue Light Card that is expiring this month OR a Blue Light Card that has already expired
• To be logged in to the account that your expired Blue Light Card is linked to
• A method of payment (£4.99)
• A form of ID that confirms your current job status in an eligible role 
• 10 minutes of time

For more information on our eligibility criteria and forms of ID, please have a read of this section of our Help Centre.

The important bits:

When you start your renewal process you will lose access to our offers, events and ballots whilst we process your new application, please make sure you consider this when deciding when to start your renewal. 

During the renewal process, you’ll need to enter your delivery address. If you need to update your employment details or your name, this will be the first step of the renewal.

Once the ID you have submitted has been approved, you will have access to our offers again from the next morning and you should receive your physical card within 14 days once it has been printed and posted out to you. 

If you would like see how to complete your renewal, please see the steps below or click here to see our FAQs.

How to complete your renewal:

1. Look out for the yellow banner in the Your Card section. Click 'Renew Membership'.

2. Progress through the application stages

Stage 1: review your personal details and provide your delivery address

Stage 2: review your employment details and provide your work ID/work email address

Have you retired since your last application? Here's where you can change the employment status from 'Employed' to 'Retired'

Stage 3: make your payment

Banner isn't there?

• Your card might not be ready to renew. Check the expiry date of the card, or wait for an email from us to let you know that your card is ready to be renewed.
• You might not be logged in to the right account - check which email address you received a renewal notification to, and log in to your account with that email address.

Need to move back a stage?

Look for the 'Back' and 'Next' buttons to move forward and backwards through the stages

3. Wait for us to verify your ID

You'll get an email from us to confirm if your ID has been approved or declined

ID declined?

You'll be able to upload more ID in the Your Card section (unless we've let you know that you're not eligible)

FAQs:

When should I start my renewal?

You will be able to start your renewal 30 days before your card expires – please bear in mind that when you start the renewal process you will lose access to offers, events and ballots until we approve your application. 

We aim to review your application within 3 working days – keep an eye out for emails from us that will let you know if we have approved your application or whether we require a bit more information from you.

How do I update my details on my account? 

During the renewal process, you’ll need to enter your delivery address. If you need to update your employment details or your name, this will be the first step of the renewal.

Have a look at step 2 in the step-by-step instructions above to see how to do this.

I’ve retired since I last applied, what do I do? 

Please visit this area of our Help Centre to find out whether you are eligible as a retired member. If you are, you will be able to amend this information when you start the renewal process. 

If you’ve retired, it’s really important that you change your employment details on your account during your renewal so that the information on your account matches the ID document you upload. 

How long does it take to start my renewal?

As long as you have all the relevant documents and information, the process of submitting your renewal should take about 10 minutes. 

How long do I have to wait for my new card?

Once you’ve submitted your renewal by confirming your details, uploading a form of ID for us to check and making your payment of £4.99, we aim to review it within 3 days. 

Once this has been approved, you will have access to your virtual Blue Light Card in the app and access to all our offers from the morning after. You should then receive your physical card in the post within 14 days from when it’s been printed and posted, which you’ll be notified about.

Don’t miss out on another two years of incredible offers, experiences and events – remember to renew! 

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Please visit our eligible retired categories section to find out whether you are eligible as a retired member. If you are, you will be able to amend this information when you start the renewal process. 

If you’ve retired, it’s really important that you change your employment details on your account during your renewal so that the information on your account matches the ID document you upload.

Visit our How To: Renew my Blue Light Card article for more information on how to begin your renewal and change your employment details.

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The option to create your card renewal application will become available via your account on the first day of the month your card is due to expire.

For example, if your card is due to expire on 31/01/2025, you will be able to renew any time from 01/01/2025.

Check the expiry date of your card. If we're not yet in the month that your card expires in, check again once we're in your renewal month.

Once it's available, you can follow the process in this article to start your renewal.

This won't impact your ability to access offers.

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The easiest way to do update your details is by starting your card renewal. At the start of the renewal process you’ll be able to review and update your profile details—including your name and employment details.

Visit our How To: Renew my Blue Light Card article for more information on how to begin your renewal and change your employment details.

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The easiest way to update your name on your account is to do this is during your next card renewal.

Make sure to start your renewal via our website, at the start of that process you’ll be able to review and update your profile details—including your name.

If you'd like to update your name sooner, open a ticket here. 

If you no longer have access to the email address on your account, or the above process tells you that the email address is already in use, submit a request to change your email address here (under 'What would you like to manage', select 'Change my details')

If you've already got your Blue Light Card and have moved house or changed your address, we don't need to update this on our system. We only need your address when you start or renew your membership so that we can post your card to you. After this, your delivery address will be removed from our system.

If you've completed your application (your ID has been approved and your payment has been made), unfortunately we can't change your delivery address at this point.

If your card doesn't arrive after 14 days from postage, you'll be able to select the 'request a new card' option in the Your Card section of your account, during this you will have the option to enter the delivery address of your choice. We will then send you a new card to the correct address. 

If you've started your application but not completed it (your ID has not yet been approved or your payment has not yet been made), you'll be able to move through the card application steps using the 'Back' button to review and amend your address.

Via our website:

You can update the mobile number on your account via our website.

- Log in to your account

- Click the profile icon in the top right corner of your screen

- Click Personal Information

- Update your mobile number

- Click Save

Via our app:

You can update the mobile number on your account via our app.

- Log in to your account

- Click the profile icon in the top right corner of your screen

- Click Personal Information

- Update your mobile number

- Click Save

The easiest way to do this is during your next card renewal. Make sure to start your renewal via our website, at the start of that process you’ll be able to review and update your profile details—including your employment details.

Don't worry, your current membership won't change even if you've changed employer.

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To delete your account you will need to get in touch with us. You can submit a request here.

If you've purchased your card within the last 28 days, you will also be entitled to a full refund.

Your personal data will be processed in line with our privacy notice. You also can withdraw your consent at any time.

We understand that Mother's Day can be a sensitive time, so if you are looking to opt out of receiving Mother's Day emails you'll be able to find the opt out button on our marketing emails.

We previously had an option to favourite or hide a company on your Blue Light Card account by selecting to favourite or hide on the company's offer page.

Unfortunately this function is no longer available.

We previously had an option to track your savings on your Blue Light Card app by entering the amount you had saved for a particular offer.

Unfortunately this function is no longer available on the newest version of the app.