Are you having problems with My Money Steps?
If you are having issues with our online advice tool My Money Steps email us at mymoneysteps@nationaldebtline.org.
Please note we cannot give debt advice by email.
To help us with your query it would be useful to know the following.
- Your reference number. You can find this at the top left-hand corner of the screen in your online account.
- As much detail as you can give about what you are finding difficult.
- What the error message says, if you have been shown one.
- What you were trying to do at the time. For example, were you trying to fill in a particular question or trying to get advice?
Our online support team aims to reply to you within one working day.
If you need debt advice, you can also call us on 0808 808 4000 or webchat with us. Our advisers are available Monday to Friday 9am to 8pm and on Saturdays 9.30am to 1pm.
Frequently asked questions (FAQs)
Who can have a Money Steps Account?
If you want to use My Money Steps to get advice you will need:
- access to the internet;
- an email address; and
- information about your income, spending and debts.
The system is available to use 24 hours a day, 7 days a week.
My Money Steps isn’t right for you if you live outside of England or Wales, or you are self-employed. See our website for more ways to contact our service to get the help you need.
If you or your partner are self-employed, you will need to contact Business Debtline. Business Debtline is part of the same charity which runs National Debtline. They give free, independent and confidential advice to people who are self-employed or have small businesses. You can call them on 0800 197 6026 from 9am – 8pm Monday to Friday or visit the Business Debtline website for more help and to webchat with one of the Business Debtline advisers.
How do I set up a password?
When you register, the system will ask you to set up a password for your My Money Steps account. This will ensure that your account is secure.
Passwords must follow the rules below.
- Must be between 8 and 64 characters long.
- Must have at least 3 of the following:
- A lowercase letter
- An uppercase letter
- A number
- A symbol
- Must not contain any personal information, for example, your name.
I have forgotten my password
If you have forgotten your password you can follow the Forgotten password link for it to be reset.
Browsers and devices
My Money Steps works best in the most up-to-date supported browsers. These will change over time. In older versions My Money Steps may look slightly different. It is recommended that you update your browser to the most recent version available to get the best experience.
You may also have different experiences using Android and iOS devices. The way things are viewed can depend on how old the device is and whether you have installed the latest updates.
Advice in other languages
Online advice is only available in English. Our telephone advice service may be able to give you advice through an interpreter. See our website for more details.
Unsubscribe from email bulletins
If you would like to unsubscribe from our email bulletins please email mymoneysteps@nationaldebtline.org. To help us with your request please tell us your reference number. You can find this at the top left hand corner of the screen in your online account. Our online support team aims to reply to you within one working day.
How do I make a complaint?
We’re committed to providing a professional, supportive and confidential service to all those who seek our help. We aim to ‘get it right first time’ but we’re aware that mistakes can sometimes happen.
If you’re not happy with the service you have received, we’re genuinely keen to hear from you. This will not only allow us to try to resolve your problem, it will also help us avoid it happening again. If you need to make a complaint about the service you have received you can use our complaints process.
Are there any other places I can get free debt advice?
You can also find other sources of free debt help and advice by visiting MoneyHelper, the service run by the Money and Pensions Service at www.moneyhelper.org.uk
Feedback
We would really like to know what you think of our online advice tool. Completing this short survey will only take a few minutes and will help us to make improvements.