How can we help you?

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 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!

If you're trying to reset your password via the app, make sure to select the 'Forgot Password' option from the main app login page (pictured below) as some of our members are reporting issues trying to reset their passwords via other methods

You'll be asked to enter your email address:

This will then email you an authorisation code (if an account exists under the email address) to enter along with your new chosen password

When you try to reset your password, the email that is sent to you for this can sometimes be slightly delayed up to 1 hour. Please allow up to 1 hour for the password reset email to be received and avoid clicking the forgotten password link again as this will cancel the previous request and the link in the email won't work

If you're not receiving the password reset link or authorisation code via email, please follow the instructions in the Login error message: 'Login details incorrect' article by clicking here

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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

Try logging in with any email address that you own - the majority of members reporting this login message forget that they signed up using their work email address (don't worry, it happens to all of us!)

If you have access to the email address on your account, try resetting your password; guidance on how to do that can be found in this article or this YouTube video

If you no longer have access to the email address on your account, submit a request to change your email address here (under 'What would you like to manage', select 'Change my details')

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 10 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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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.

What if my card has already expired? - you can still renew your card at any time. Just follow the instructions below to begin your new application.

Please note: once you have begun your renewal application, your virtual card will be removed from your account. In the meantime, you can still use your physical Blue Light Card. You will need to complete your card application for your new virtual card to be accessible on your account. The new card will be available within 48 hours of your application being approved.

We'll send you an email to confirm when your card can be renewed. You can action your renewal via the Blue Light Card website or app.

You'll be asked to enter your delivery address for your card, make your £4.99 payment and provide your work ID to be reviewed if necessary.

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If your account is not registered as a retired category, you might still be advised to use your work email when starting your renewal.

You will still have the option to upload a photo of your work ID instead, which you can select to provide the relevant retired ID. We can then update your account to the relevant retired category whilst reviewing it for your renewal.

If you'd rather update your details before continuing with your renewal, please submit a request here.

For more information on our eligible retired categories and the type of ID we need to see, please visit the section: Our eligible retired categories

Website	App

We've found that in most reports of this happening, the simplest reason is because you are logging in to a different account.

Some of our members renew their card on their existing account, but some create a new account and begin a card application on there.

If you've done this:

• Make sure that you are using the new email address and password to log in to your account, otherwise you'll be accessing the account that your card has expired on
• If you use biometric features (Face ID or Touch ID) to log in to your app, it might be logging you in to the old account. You'll have to fully log out of the account by selecting the card icon and scrolling to the bottom to 'Log out' (as pictured). Then you can manually enter your new login details to access the account that your new card is on.

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.

We know that life can move quickly and you might have forgotten to update your new name or employment details on your account at the time it changed. Maybe you've retired since your last card application?

If it's nearly time to renew your card, your account details will need to be up to date to make your renewal application as frictionless as possible.

You'll need to submit a request here to get your details changed on your account before starting your renewal.

To change the name on your account, you will need to get in touch with us by submitting a request here.

If you've got an active Blue Light Card, you'll also need to attach a photo of the card cut up with your request so that we can send you a new one with your updated name.

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 got your Blue Light Card and have changed your address, we don't need to update this on our system. We only store your address to fulfill the postage of the card and then it's deleted from our system once the card has left the printing offices.

The first step of your future card applications will require you to enter your delivery address for the card.

If your application is completed (i.e 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 does not/has not arrived after 14 days from postage, you'll be able to select 'Card not arrived' in the My Card section of your account to request another copy to be sent out.

If your application has not yet been completed (i.e your ID has not yet been approved or your payment has not yet been made), the team are able to update the address on your application however we cannot guarantee this. Please submit a request here

Via our website:

You can update the mobile number on your account via our website by heading to the 'My Account' section. The option to update your mobile number will be found under 'Personal Info'. Once the mobile number has been updated, press 'Update details'.

Via our app:

You can update the mobile number on your account via our app by heading to the small card icon, this can be found at the bottom of the app. The option to update your mobile number will be found under 'Personal information'. Once the mobile number has been updated press 'Confirm'.

To change the service/employer on your account, you will need to get in touch with us by submitting a request here. Please include a copy of the relevant work ID to your request and we can review this for you. 

You can find out more information about the ID you'll need to provide below:

Our eligible categories

Our eligible social care categories

Our eligible retired categories

Our eligible volunteer categories

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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.

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.

Do you have a Blue Light Card but you can't access any offers on your account?

When logged in to your account and trying to access an offer, you might be receiving the below error message:

"This offer is for active card holders only. Please check the status of your account."

Via website	Via app

My card is active:

If this hasn't helped and you still can't access offers, please submit a request here (when asked what account problem you are facing, please select 'Not able to access any offers').

My card is not active:

If you have recently completed your application, you'll need to allow 24 hours after your application has been approved to be able to access offers.

You might have registered multiple accounts with us and your card application was completed under a different account. Please try logging into your account with any other personal or work email addresses that you may have registered with. If you need to reset your password, follow the advice in this article.

If you've requested to change your name on your card and we've let you know that it's been actioned, your virtual card will be temporarily unavailable. It should be back again within 2 working days.

If you've marked your card as not arrived or lost, you'll need to complete the outstanding actions in the My Card section of your account to complete the new application.

Please do not begin a new card application otherwise you'll be asked to make a payment again. Please allow 2 working days for your card to update and if it doesn't, you can submit a request here

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 by heading to the 'My Card' section and select 'I have lost my card' (pictured below). Once selected, press 'Submit lost card'. You'll then be able to start your new application by entering your delivery address, providing work ID if necessary and making your payment.

You can report your card as lost via our app under card icon at the bottom of the screen. You'll find the 'Report lost card' option there and 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.

Only have the option to mark your card as 'not arrived'?

If you've lost your card within our 90 day delivery grace period, you'll be able to request a copy of the card by selecting 'card not arrived' when you've logged in to your account via the Blue Light Card website or app.

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 'My Card' section of your account on our website or by clicking the small card icon on our app.

If it has been 14 days since your card was posted, you will be able to request a card reprint via the 'My Card' section of your account on our website by selecting 'Card not arrived'. 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

Only the option to mark your card as lost available?

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 reprint. You will need to mark this as lost via the 'My Card' section on the website/using the small card icon on the app and create a new card application. Find out how to this here.

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