If you have a question about card reader security, or just want to know more you'll find the answer here. Find a question in the categories below, then click on each question to see the answer.

What's the benefit of card reader security? - This link is used to show and hide related content.

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

Never use your card reader over the phone or in any context other than logging into or verifying transactions on the Internet Bank.

Does the card reader replace the security questions? - This link is used to show and hide related content.

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 Internet Bank. You will no longer need your security questions to confirm transactions on the Internet Bank, but you will need your card reader.

When will I need to use my card reader? - This link is used to show and hide related content.

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.

Never use your card reader over the phone or in any context other than logging into or verifying transactions on the Internet Bank. If you are instructed over the telephone to use your card reader, either to hand over authorisation codes or transfer money, do not comply with the request.

Does my card reader hold personal information? - This link is used to show and hide related content.

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.

Can I have more than one card reader? - This link is used to show and hide related content.

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

Why should I use my card reader to log in? - This link is used to show and hide related content.

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.

Who can log in using a card reader? - This link is used to show and hide related content.

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 Internet Bank will recognise you as a card reader user and will automatically provide you with the additional log in screen.

How do card readers work? - This link is used to show and hide related content.

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.

How can I upgrade to a FlexAccount with a Visa debit card? - This link is used to show and hide related content.

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 Internet Banking. Take a look at our FlexAccount benefits & offers and how you can apply online.

Can any card reader be used for Nationwide Internet Banking? - This link is used to show and hide related content.

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 Internet Banking with Nationwide.

Does the card reader need activating or connecting to a computer? - This link is used to show and hide related content.

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.

How do I enter numbers into my card reader? - This link is used to show and hide related content.

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.

I'm having difficulty using the buttons or reading the card reader display? - This link is used to show and hide related content.

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.

If a transaction isn't confirmed by a card reader, is it still secure? - This link is used to show and hide related content.

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.

Which Nationwide cards can I use in my card reader? - This link is used to show and hide related content.

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.

Can I use my cash card+ and savings cards in my card reader? - This link is used to show and hide related content.

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

Can I use any card reader for Nationwide Internet Banking? - This link is used to show and hide related content.

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 Internet Banking with Nationwide.

Never use your card reader over the phone or in any context other than logging into or verifying transactions on the Internet Bank.

Do I need my PIN? - This link is used to show and hide related content.

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.

Is the number of PIN tries restricted? - This link is used to show and hide related content.

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.

What should I do if I’m asked to use my card reader over the phone? - This link is used to show and hide related content.

Say no. Never use your card reader in any context other than logging into or verifying transactions on the Internet Bank. If you are instructed over the telephone to use your card reader, either to hand over authorisation codes or transfer money, do not comply with the request.

I need to make an urgent payment and don't have my card or card reader - This link is used to show and hide related content.

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.

How do I order a replacement card reader? - This link is used to show and hide related content.

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.

My card reader doesn't work? - This link is used to show and hide related content.

You need to order a new one

The battery on my card reader is flat - This link is used to show and hide related content.

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.

To replace the batteries on the card reader remove the battery drawer at the bottom of the device. To remove the drawer a pen needs to be inserted into the hole on the back of the card reader. You will then be able to insert the new batteries and replace the drawer.

What do I do if I've forgotten my PIN? - This link is used to show and hide related content.

Please note: You will not be able to make payments to other organisations using our Internet 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 Internet 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

I don't have my card reader with me / My card reader is lost or broken - This link is used to show and hide related content.

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.

My card reader keeps switching off - This link is used to show and hide related content.

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.

The card I am using is different from the card shown on my screen - This link is used to show and hide related content.

If you have more than one FlexAccount Visa debit card, your Internet 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

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

How can I correct mistakes on my card reader? - This link is used to show and hide related content.

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

I've entered my PIN incorrectly - This link is used to show and hide related content.

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.

What do the error messages on the card reader mean? - This link is used to show and hide related content.

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:

Instructions for replacing the batteries in a card reader