There are many reasons why your card may have been declined, from entering the wrong PIN to the card being faulty. Occasionally we may replace your card if we suspect fraudulent activity.

Replacement cards

If we suspect fraudulent activity is taking place on your account we occasionally replace debit cards as a preventative measure. Please don’t worry, this doesn't mean there's been any fraudulent activity on your card, we’re just taking steps to keep your account safe. There’s no need to contact us, you just need to follow the steps below:

  • Sign the back of your new card with a ballpoint pen and securely destroy your old one straight away. Please check all the details on your card are correct.
  • You can keep using your current PIN with your new card. If you’d like a PIN reminder you can request one through the Internet Bank, in branch or by calling us.
  • Your card has a new number, so for any recurring card transactions set up on your account, such as a film subscription service, you’ll need to update the company with your new card number.
  • To start using contactless payments, you’ll need to make a payment with your PIN or signature first. Also, to help keep your account safe and secure, you may be asked to enter your PIN or signature from time to time.

Things to consider:

  • Your card will no longer work for online transactions, but will work at ATMs and in store for 21 days before expiring.
  • If you find your PIN difficult to remember, change your PIN at an ATM.

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, Android Pay and Samsung 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.

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.

Contact us

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.