There are many reasons why your card may have been declined, from entering the wrong PIN to the card being faulty.

Problems with your card

In shops / ATMS


  • You may have reached your daily ATM cash withdrawal limit, your available balance, or your credit limit.
  • There could be a fault with the merchant’s terminal (this is usually temporary).
  • You may have entered your details incorrectly and your PIN could be locked. Request a PIN reminder. If you find your PIN difficult to remember, you can change it at an ATM
  • Your card could be damaged and you will need to order a new card.
  • There is no money in the ATM, please try a different ATM.
  • Your card may have been blocked for security reasons, please see card fraud.

Apple pay and Android pay


  • There could be a fault with the merchants terminal (this is usually temporary).
  • You may have reached the maximum number of devices you can add your card to (10), If you think this has happened, please remove your card from one of your devices.
  • Your card may have been blocked for security reasons, please see card fraud.

Online or using a mobile app


  • You’ve entered your details incorrectly and your PIN may be locked. Request a PIN reminder.
  • The website or app you’re viewing may be having problems.
  • Your card may have been blocked for security reasons, please see card fraud.
  • If you've saved your card details on a website or app but have received a new card, you will need to update your card details.

Still having problems with your card?

Current accounts

Credit cards

If we spot unusual spending a block may be put on your card. If this happens we’ll contact you through our automated text alert or voice call, or by letter. Once you confirm that no fraud has occurred, we can remove the block from your card.

Remember to keep records of all attempts to use your card so you can check these against your statement.

Replacement cards

We occasionally replace cards to protect customers from card fraud. If you card is replaced there’s no need to worry. Replacement cards arrive by post in 3-5 working days.


  • You can use your new card straightaway.
  • Your PIN details will be the same as your previous card.
  • If you’ve forgotten your PIN, request a PIN reminder.
  • If you find your PIN difficult to remember, change your PIN at an ATM.

Find out more

Contact us

Visit us in branch

If you need to speak to a member of staff, pop into any branch. Use our branch finder to find your nearest location.

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Give us a call

If you can't find what you need on this page or in our support area, call us on 0800 055 66 11 and we'll be happy to help.