Overview

Frequently asked questions

About contactless cards

Contactless technology is an additional feature on your card - it's up to you whether you choose to pay with contactless or Chip and PIN.

If you’d rather not have the contactless feature on your Nationwide card, you can call us on 0800 30 20 11 or visit us in branch and we will be able to order a non-contactless card for you.

Contactless logo

If you see this symbol on your card it means your card comes with contactless technology

Contactless cards are available on FlexAccount, FlexBasic, FlexDirect, FlexOne and FlexPlus accounts. Contactless credit cards are not currently available, but will be introduced in early 2017.

We'll issue you with a contactless enabled card when your current card is due to be replaced - or if your card is lost or stolen. If you'd like one sooner, you can request this within the Internet Bank, in branch or call us.

Making contactless payments

Contactless symbol

Any retailer who displays the contactless symbol can accept contactless payments.

You can use your contactless card wherever you see the contactless symbol. There are already lots of retailers in the UK that offer contactless payments, for more information visit Visa's website.

No, you can’t get cash out of an ATM using contactless. You will need to use your card and PIN as normal.

No. Cash back is not available on contactless transactions. If you wish to receive cash back you can still use your card to make a standard Chip and PIN transaction.

You can use your contactless card to pay for items up to the value of £30. For purchases over £30 you will need to enter your PIN. The limit of £30 may vary outside of the UK.

There are no additional fees for using your contactless card, however standard fees and charges may be applied by third parties for use of your contactless card.

Contactless payments are designed to let you make low value transactions quickly and conveniently. If you'd like a receipt to confirm the contactless transaction, just ask the retailer when you pay although in some circumstances they may not be able to provide one.

It's always a good idea to take your contactless card out of your wallet to touch the reader - this will make sure the right contactless card is debited. If you have multiple cards in your wallet or purse, the card read by the reader and the account charged may not necessarily be the one you intended. If more than one is placed on the reader, a red light will be shown on the reader to tell you the payment has not completed. This may be because of card clash. If the reader detects more than one card, it doesn't know which card to take payment from.

Contactless symbol

Yes, you can use your contactless card abroad just as you can in the UK. Contactless transactions will be accepted wherever the contactless symbol is displayed:

Please be aware that the UK contactless transaction limit of up to £30 may vary depending on Country limits (may be more or less).

The word contactless will appear on online and paper statements within the transaction description.

Security of contactless payments

Yes. Contactless uses the latest secure encryption technology (same as Chip and PIN) so you can feel confident when using it to pay for items. There is a maximum amount of £30 allowed per transaction and, from time to time, you will be asked to enter your PIN to verify you’re the genuine card holder.

If your card is lost or stolen, and you’re a genuine victim of fraud, you’re protected against fraud loss – provided you contact us as soon as reasonably possible and in any event no later than 13 months from the date the transaction debited your account.

No. The retailer must have entered the amount for you to approve first, and then your card has to be held within a couple of centimetres of the terminal for longer than half a second.

Contactless only works when a card is close to the card reader. This makes it extremely difficult for any details to be intercepted while in use. Also, each card reader contains security technology based on industry-wide standards.

Not without the retailer asking you to transact twice. Contactless card readers are only able to make one transaction at a time. As a safeguard, each transaction must be complete or void before another can take place.

The contactless technology platforms are based on secure chip technology, which provides both data protection and transaction security via the use of keys and the latest encryption technology. Transactions are processed through the same payment network as chip transactions.

If someone makes multiple contactless payments in a row, they'll be prompted to enter the card's PIN for security validation purposes. Contactless transactions are further protected by the fact that they can only be made on single purchases up to the value of £30. For transactions above that amount, the cardholder will be asked to make a Chip & PIN payment in the usual way.

If your card is lost or stolen please let us know immediately and we'll cancel and replace it for you. If you feel that you may have been the victim of contactless fraud you should report it immediately. Where you’ve been the innocent victim of fraudulent activity we’ll provide a full refund, provided you contact us as soon as reasonably possible and in any event no later than 13 months from the date the transaction debited your account.

You should call us immediately if your card has been lost or stolen. If anyone has fraudulently used your contactless card to make a transaction, as long as you have kept your details safe, you will not be responsible for any losses incurred.

Contact us immediately if you card has been lost or stolen.

Contactless payments in the Transport for London (TfL) network

What you need to do depends on whether you're travelling on buses, trams or rail services but generally it's as simple as touch the reader to pay in seconds.  There's no need to find cash or top up your Pay As You Go Oyster card first. For more information please visit www.tfl.gov.uk

Yes. You could use your Oyster card one day and your contactless card on another day in the same week.

No - you just need to have sufficient funds to cover the cost of the fare.

If you keep more than one contactless card in your purse or wallet (including an Oyster card) you could get a red light when you touch your card on the yellow reader. This may be because of card clash. If the reader detects more than one card, it doesn't know which card to take payment from. If you get a red light it means you won't have paid for your journey. We recommend that you remove your card from your wallet/purse whilst making a contactless payment.

No unfortunately not. Discounts cannot be added to contactless payment cards.

If you use your contactless card on TfL and you are eligible for a child’s fare you'll find that your account gets debited with an adult's fare, although you are able to use your Debit card to top up your Oyster card.

Currently we'd suggest that if you're eligible for discounted travel, you should carry on using your existing Oyster card or Oyster photocard, but please use your contactless card for other everyday small value purchases.

For full details of discounted fares please visit the www.tfl.gov.uk

In a nutshell:

  • Fast, easy and secure method of payment.
  • The most you can spend in each transaction is £30 (may vary outside the UK).
  • For extra security, you might occasionally be asked to enter your 4-digit PIN, or sign.

Our demo video will show you how to use contactless

Play video - Our demo video will show you how to use contactless | Video demo