Frequently asked questions
Card Reader Security
Why have you introduced Card Reader Security?
How does Card Reader Security work?
How does Card Reader Security help me?
Why have I been selected for Card Reader Security?
I've enrolled for Security Questions, does Card Reader Security replace these?
I'm happy to continue using Security Questions - can I opt out of Card Reader Security?
Will the way I sign on to Internet Banking change?
When will I get my Card Reader?
When will I need to use my Card Reader?
Does my Card Reader hold personal information?
Will I need to use my Card Reader for online purchases?
Why have you replaced my FlexAccount Visa debit card(s)?
Will the card number (16 digit number across the card) change?
Why haven't you sent me a new Visa debit card?
Why have I been asked to re-register for Internet Banking?
How do I order a new Card Reader?
Why have you introduced Card Reader Security?
We’ve introduced Card Reader security to help prevent the following common causes of Internet Banking fraud:
- fraudsters who sign on as a customer and remove funds
- customers who may unknowingly have a virus or Trojan on their computer
- to provide assurance that the transaction has been initiated by the customer and the details haven’t been intercepted and changed by a fraudster
Money obtained in this way is often used to fund criminal activity, meaning all of us have to bear the cost of online fraud.
How does Card Reader Security work?
Card Reader Security uses something you have (your FlexAccount Visa debit card) and something only you know (your Visa debit card PIN) to generate a unique eight digit passcode for you to use to authorise transactions when you use our Internet Banking service. If you enter your PIN incorrectly three times, your card will be locked to prevent anyone guessing your PIN. You don't need to call us - to unlock your PIN just visit any Nationwide ATM. Select "PIN Services" then the "PIN Unlock" option.
The way you sign on to Internet Banking will not change.
How does Card Reader Security help me?
- you'll have peace of mind that you can continue to bank online safely, anytime, anywhere
- it protects you from the potential distress and inconvenience of account takeover, identity theft and money taken from your accounts
- it prevents fraudsters from obtaining money which is often used to fund criminal activity. Ultimately everyone pays for the activities of fraudsters
Why have I been selected for Card Reader Security?
Because you are a FlexAccount Visa debit card customer and you're registered for our Internet Banking service.
I've enrolled for Security Questions, does Card Reader Security replace these?
If you have a FlexAccount Visa debit card, we'll write to you enclosing your Card Reader and give you notice telling you when you'll need to start using it. This will then replace your Security Questions. If you don't receive Card Reader Security, you'll continue to be protected by the Security Questions.
I'm happy to continue using Security Questions - can I opt out of Card Reader Security?
No, it will not be possible to opt out of this security measure. If you have a Visa debit card, and we issue you with a Card Reader, you will have to use it when prompted on the Internet Bank.
Will the way I sign on to Internet Banking change?
No, there's no change to the way you sign on to Internet Banking. Card Reader Security adds an extra layer of protection when you're carrying out transactions online, such as third party payments.
When will I get my Card Reader?
If you're registered for our Internet Banking service, and have a FlexAccount Visa debit card, you will automatically be sent a Card Reader. If you need a replacement Card Reader you can order one online using our Internet Banking service
When will I need to use my Card Reader?
When using our Internet Banking service. You may be asked to use your card and Card Reader when you:
- make a payment to a third party
- set up or change a single or regular arrangement to a third party
- view a PDF of your Statement
- change your memorable data or passnumber
- view or change your personal details
- transfer a balance to your Nationwide Credit Card
But you should be prepared to use your Card Reader at any time. There's no change to the way you sign on to Internet Banking.
Does my Card Reader hold personal information?
No. Your Card Reader doesn't contain any personal information so no one will be able to access your accounts if your Card Reader is lost or stolen.
If your Card Reader is ever lost or stolen you don't need to tell us. You can use any Nationwide Card Reader, or one from any other UK Bank or Building Society. If you need a replacement you can order one online using our Internet Banking service.
Will I need to use my Card Reader for online purchases?
No, you'll only need to use your Card Reader with our Internet Banking service. Online purchases made with your Visa debit or credit card are protected by Verified by Visa.
Why have you replaced my FlexAccount Visa debit card(s)?
Card Reader Security needs a particular type of chip on your FlexAccount Visa debit card to work, so we needed to send you a new one(s).
If your card was issued after November 2007 it will have the correct type of chip so we won't need to replace it.
Will the card number (16 digit number across the card) change?
Yes, as each new card has a different card number on it. This won't affect any purchases you've already made with your existing card. However if you've set up any regular payments with this card you'll need to contact those organisations to tell them you have a new card number.
Why haven't you sent me a new Visa debit card?
If your card was issued after November 2007 it will have the correct type of chip so we won't need to replace it.
Why have I been asked to re-register for Internet Banking?
Since you registered or last signed on to our Internet Bank we've introduced Card Reader Security. We need you to re-register so we can update your details and send you a Card Reader.
How do I order a new Card Reader?
To order a new Card Reader please:
- Sign On to the Internet Bank
- Choose 'Other Services' from the left hand menu
- Select ‘Order a new Card Reader’ under the heading miscellaneous
- Follow the on screen instructions
If you’re not an Internet Bank user here's more information on how you can register.
If you’re not a FlexAccount VISA debit card customer you won't need a card reader.
