Troubleshooting
I don't have my card and/or Card Reader with me, what do I do if I need to make an urgent payment?
My Card Reader is lost or broken
My Card Reader has automatically switched off
Which way up do I need to put my card into the Card Reader?
The card number displayed on the screen doesn't match the card I have
I've made a mistake on my Card Reader, how do I correct it?
I've forgotten my PIN
Is the number of PIN tries restricted?
My Card Reader is displaying: LAST PIN TRY
My Card Reader is displaying: PIN LOCKED CALL ISSUER
My Card Reader is displaying: CHECK CARD
My Card Reader is displaying: WRONG CARD
My Card Reader is displaying: CARD ERROR 1, 2 or 3
My Card Reader is displaying: BATTERY LOW
My Card Reader is displaying: NO POWER
I don't have my card and/or Card Reader with me, what do I do if I need to make an urgent payment?
If we ask you to use your card and Card Reader, and you don't have them with you, or they are not working, you will not be able to do the following online:
- 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
You can use any Nationwide Card Reader or a Card Reader from any other UK Bank or Building Society if you have access to one.
Please note: Only ever use a Card Reader from a trusted source.
Alternatively, you can order a new Card Reader via the Internet Bank 'Other Services' page.
Some Nationwide branches have Internet Banking terminals and can provide access to a Card Reader. Please check with your local branch.
We will not be able to make payments on your behalf. If you need to make an urgent payment, companies usually offer customers a number of payment methods which can usually be found on the back of your bill, including timescales for payment receipt.
My Card Reader is lost or broken
You can use any Nationwide Card Reader or a Card Reader from any other UK Bank or Building Society if you have access to one. Some Nationwide branches have Internet Banking terminals and can provide access to a Card Reader. Please check with your local branch.
Please note: Only ever use a Card Reader from a trusted source.
You can order a new Card Reader via the Internet Bank 'Other Services' page.
Find out what to do if you need to carry out an urgent transaction.
My Card Reader has automatically switched off
The Card Reader will 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.
Which way up do I need to put my card into the Card Reader?
Insert your card into the Card Reader with the chip downwards and facing you.
The card number displayed on the screen doesn't match the card I have
If the card number displayed on the Internet Banking screen when you're prompted to use your card and Card Reader is different to the card you're using, we may have issued you with a replacement card. If you're sure you haven't received this, you'll need to contact us to put a stop on this card and order a new one.
Call us on 08457 30 20 10 (International number +441793 656789). We'll need to validate you so please have your account number ready.
The Internet Bank will tell you on the screen which FlexAccount Visa debit card(s) you can use. If any of your debits cards are not displayed, they do not contain the chip required by the Card Reader and they will be replaced shortly.
I've made a mistake on my Card Reader, how do I correct it?
If you make a mistake on the Card Reader press the CL button to delete the last character or the C button to delete all the characters displayed.
I've forgotten my PIN
You can order a new PIN or a PIN reminder online by:
- signing on to the Internet Bank
- select the account you wish to order a new PIN or PIN reminder for
- select "Other Services"
- under the miscellaneous section select order a new PIN or PIN reminder
Alternatively, you can call us on 08457 30 20 10 (International number +441793 656789) and we'll send you a new PIN or PIN reminder. We'll need to validate you so please have your account number ready.
Please note: You will not be able to make third party payments using the Nationwide Internet Bank until you have received either a new PIN or PIN reminder.
Neither we nor the police will ever contact you to ask you to reveal your online banking or payment card PINs, or your password information.
Is the number of PIN tries restricted?
Yes. If you enter your PIN incorrectly three times in a row your card will be locked to prevent anyone guessing your PIN. You can unlock your PIN at any Nationwide ATM. Select "PIN Services" then the "PIN Unlock" option.
To find your nearest ATM use Branch Finder (and tick the cash machine search).
My Card Reader is displaying: LAST PIN TRY
You have one last attempt to enter your PIN correctly before it will be locked for shop purchases and Internet Banking.
My Card Reader is displaying: PIN LOCKED CALL ISSUER
Your PIN number has been locked for shop purchases and Internet Banking. You don't need to call us - to unlock your PIN just visit any Nationwide ATM. Select "PIN Services" then the "PIN Unlock" option.
To find your nearest ATM use Branch Finder (and tick the cash machine search).
My Card Reader is displaying: CHECK CARD
Your card is the wrong way up, or you're using the wrong card. Remove your card and insert the card that matches the card number shown on the Internet Bank page, with the chip downwards and facing you.
If you have more than one Visa debit card you can choose which one you want to use from a drop down list on the screen.
My Card Reader is displaying: WRONG CARD
Your'e using the wrong card. Remove your card and insert the card that matches the card number shown on the Internet Bank page. If you have more than one Visa debit card you can choose which one you want to use from a drop down list on the screen - check this matches the card you're using.
My Card Reader is displaying: CARD ERROR 1, 2 or 3
There's a problem with the chip on your card. Please call us on 08457 30 20 10 (International number +441793 656789) to report your card as damaged and we'll order you a new one. We'll need to validate you so please have your account number ready.
My Card Reader is displaying: BATTERY LOW
Your Card Reader will only work a few more times. 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:
My Card Reader is displaying: NO POWER
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:
