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Help

Are you having problems with our system?

If you have any questions about how to fill something in, or you get an error message please email youraccount@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 your support query is urgent you can also webchat with one of our advisers. Click chat to an adviser. Please note we cannot give debt advice by webchat. Webchat is open 9am – 5pm Monday to Friday.

Frequently asked questions (FAQs)

Who can have an online account?

If you want to use our online advice tool 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.

You will not able to get advice if you live outside England, Wales or Scotland or if you are self-employed.

If you live outside England, Wales or Scotland, 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 account. This will ensure that your account is secure.

Passwords must follow the rules below.

  • Must be a minimum of 8 characters long.
  • Must be a mixture of letters and numbers.
  • Must not contain sequences, for example, 123.
  • Must not contain any personal information, for example, your name.
  • Cannot contain any special characters such as % and !.

I have forgotten my password

If you have forgotten your password you can ask to be sent an email for it to be reset. 

Browsers and devices

The online system works best in the most up-to-date supported browsers. These will change over time. In older versions the system 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 youraccount@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 the Money Advice Service website at www.moneyadviceservice.org or calling them on 0800 138 7777.

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.

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