My card isn't working
If you find your card isn't working or you're having problems making a payment with your card, there are a few things to check first. If you're still having problems, give us a call on one of the numbers here.
Check your account balance
Make sure there’s enough money in your account for the payment. You can check your balance:
- in the Banking app
- using the Internet Bank
- at a cash machine
- in branch.
Paying in a shop or withdrawing cash
There could be an issue with the shop’s card machine or the cash machine. If you're using contactless or Chip and PIN, you could try the following options.
Try using Chip and PIN instead. You'll need to use Chip and PIN:
- when you’re using a new contactless card for the first time
- if you’re making a payment of more than £100
- every now and then as a security check.
Chip and PIN payments
Make sure you’re putting in the right PIN. If you can’t remember it, you can request a PIN reminder in the Internet Bank or over the phone.
We’ll lock your PIN after it’s been entered incorrectly 3 times, just in case someone else is trying to use your card.
Check you’re entering the right card details.
You might be asked to enter the:
- long card number
- expiry date
- 3-digit security code (also called a CVV) on the back of your card
- account holder name
- billing address.
If your card is still not working or is damaged
Contact us and we’ll look into it for you.
We'll replace broken or damaged cards free of charge.