Card reader frequently asked questions

Card readers are an additional level of security. When you use your card reader we are assured it's you logging in and that you have initiated any transactions. This helps prevent Fraudsters:

• Attempting to log in as you and transferring your money.
• Installing Trojans (computer virus) which are capable of recording your personal details. Find out more about Trojans.
• Intercepting your transactions and making changes to them.

These types of fraud are often used to fund criminal activity and we all have to bear the cost. Find out how you can keep safe online.

Yes, security questions are an additional level of security for customers who don't have a FlexAccount Visa debit card. If we have written to you enclosing your card reader, you'll need to start using it when prompted on the Online Bank. You will no longer need your security questions to confirm transactions on the Online Bank, but you will need your card reader.

You should be prepared to use your card reader at any time during your online banking session. However, here are the most common types of requests:

• When you log in - you can choose to log in with your card reader. This may help to reduce the number of times the card reader is requested to authorise transactions.
• Authorising certain transactions - like: making or setting up payments, changing your name, address and other personal details.

You will not need your card reader for online purchases made with your Visa debit or credit card, these are protected by Verified by Visa.

No, your card reader doesn't contain any personal information. It just reads the chip on your card and no one can access your accounts if it is lost or stolen.

Yes you can. Order a new card reader here, but we reserve the right to make a charge for this in the future.

We introduced card reader at log in to ease the log in process and to provide additional security when you log in. It uses:

• Something you have - your FlexAccount Visa debit card, and
• Something only you know - Your PIN.

You will still be protected if you choose to log in with your memorable data and passnumber. But the benefit of using your card reader, is we can reduce the number of times it's needed to confirm your online transactions.

Take a look at our demo and have a go at the four simple steps to logging in with your card reader.

Customers who have a FlexAccount Visa debit card (excluding cash card+) who:

• have been issued with a card reader, and
• are online bankers.

Once you've entered your customer number, our Online Bank will recognise you as a card reader user and will automatically provide you with the additional log in screen.

Once you've entered your customer number, the system will automatically recognise you have a card reader and display the card reader log in page on your screen.

If you then choose to log in with your card reader, we can then ensure it's you as it uses:

• Something you have - your FlexAccount Visa debit card, and
• Something only you know - Your PIN.

We can still identify you if you log in with your memorable data and passnumber but, by using your card reader, you may reduce the number of times it's needed to confirm your online transactions.

View our demo and have a go at logging in with your card reader.

Details about our card reader

• Our card readers do not keep any personal information, they just read the chip on your card.
• They don't need activating or connecting to a computer.
• They are powered by batteries which last normally between 2-3 years. You then have the option to either replace the batteries (2 X CR2032) or request a replacement card reader.

You can upgrade your FlexAccount by completing an online application or visiting a branch.

You will then have access to a range of exclusive offers along with a card reader and online banking. Take a look at our FlexAccount benefits & offers and how you can apply online.

Yes. Nationwide’s card readers can be used for online banking with other providers, and you can also use card readers from other providers for online banking with Nationwide.

No. Your card reader doesn't need activating and it doesn't need connecting to a computer.

The very first time you use your card reader you will need to pull out the plastic battery insulation tab. This is positioned within the battery compartment located at the back of the card reader. The battery life is between 2-3 years, view our card reader demo.

When you are confirming the transfer amount, you do not need to enter the decimal point. For example, an amount of £132.00 would be entered as 13200 into the card reader.

If you're having difficulty using the buttons or reading the display on our standard card reader, you can order an accessibility card reader here. When you select why you need to replace your card reader, please choose the accessibility option.

All transactions are assessed to determine whether or not your card reader should be used. If you haven't been asked to use your card reader, your transaction has still gone through the same assessment process and will be secure. You may not have been asked to use your card reader because you've already used it to log in, or confirm a previous transaction.

If you have more than one FlexAccount Visa debit card, all your card numbers will be displayed in a drop down menu on your screen. You can select any of the cards from the list to authorise your transaction, but please ensure that you use the same card in your card reader.

If you need help, you can view a demo of how to log in using your card reader.

No. You cannot use your cash card+ in your card reader.

Yes. Nationwide’s card readers can be used for online banking with other providers, and you can also use card readers from other providers for online banking with Nationwide.

Yes. Card readers work by using:

• Something you have - your FlexAccount Visa debit card, and
• Something only you know - Your PIN.

Please use the same PIN as you would use in an ATM or shop, for the card you're using.

Yes. If you enter your PIN incorrectly three times in a row your card will be locked to prevent anyone guessing your PIN. Learn how to unlock your PIN.

If you don't have your Visa debit card or card reader, you will not be able to carry out certain transactions online, like:

• making or setting up payments, and
• changing or viewing your name, address and telephone numbers.

Do you have your Visa debit card but not your card reader? Many of our branches have card readers available, ask at a branch for more information.

Do you have access to another card reader? You can use another Nationwide card reader or a card reader from any other trusted source like UK Banks or Building Societies.

you can order a new card reader here.

Please don't throw your old reader in the bin, it needs to be disposed of separately to normal household waste. Please hand it in to one of our branches and we will make sure it's recycled.

You can order a new card reader here.

Please don't throw your old reader in the bin, it needs to be disposed of separately to normal household waste. Please hand it in to one of our branches and we will make sure it's recycled.

Card reader batteries normally last 2-3 years. You then have the option to either replace them (2 X CR2032) or order a new card reader.

Please note: You will not be able to make payments to other organisations using our online banking service, until you have received either a new PIN or PIN reminder.

You can order a PIN reminder online, please log in to the Online Bank and:

1. Select your account- from the account list, please ensure you select the account you want to order a new PIN for
2. Select Other Account Services - from the menu on the left side of the page
3. Select PIN reminder
4. Follow the on screen instructions

You still have the option to log in using your memorable data but certain transactions will require your card and card reader.

You can order a new card reader here.

What you can do in the meantime

• Visit a branch - Many of our branches have card readers available, ask at a branch for more information.
• Do you have access to another card reader? - You can use another Nationwide card reader or a card reader from any other trusted source like UK Banks or Building Societies.

All card readers automatically switch off after 40 seconds of inactivity. Don't worry, this won't affect your transaction. Simply re-insert your card and start again.

If you have more than one FlexAccount Visa debit card, your online banking screen will display a drop down menu showing all your card numbers. You can choose any card to authorise your transaction, as long as it matches the card you're using in your card reader. The card used doesn't determine the account the money is debited from. Follow this link for our demos.

If none of the numbers displayed on the online banking screen match your card, it could be because:

• You're using an old card
• We've issued you with a replacement card which you haven't received yet
• You have reported your card lost or stolen

You can find out how to correct mistakes and much more using our card reader instructions guide.

If you've entered your PIN incorrectly three times in a row your card will be locked to prevent anyone guessing your PIN. Use this link to learn how to unlock your PIN.

See below for a list of common error messages and what they mean.

LAST PIN TRY
You have one last attempt to enter your PIN correctly before it will be locked. You will not be able to make purchases in retail shops or on the internet bank, if your PIN has been locked.

PIN LOCKED CALL ISSUER
Your PIN has been locked for shop purchases and internet banking. Use this link to learn how to unlock your PIN.

CHECK CARD
Is your card the wrong way up? Insert your card into the card reader with the cards chip downwards and facing you.

WRONG CARD
If you have more than one FlexAccount Visa debit card, all your card numbers will be displayed in a drop down menu on your screen. You can select any of the cards from the list to authorise your transaction, but please ensure that you use the same card in your card reader.

If you need help, you can view a demo of how to log in using your card reader.

CARD ERROR 1, 2 or 3
There's a problem with the chip on your card. Please call us to report your card as damaged and we'll order you a new one. You can call us 24 hours a day, 7 days a week on:

• 08457 30 20 10 (UK)
• +441793 656789 (Abroad)

NO POWER / BATTERY LOW
You can then either replace the batteries (2 X CR2032) or request a replacement card reader on the Internet Bank. To replace the batteries, remove the battery drawer using a pen and insert the new batteries as detailed below: