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.

Contactless payments

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.

Locked PIN

We’ll lock your PIN after it’s been entered incorrectly 3 times, just in case someone else is trying to use your card.

Online payments

Check you’re entering the right card details.

You might be asked to enter the:

  • long card number
  • expiry date
  • account holder name
  • 3-digit security code (also called a CVV) on the back of your card.

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.

Debit cards

7 days a week, 8am to 6pm.

Credit cards

Monday to Saturday, 8am to 8pm.
Sundays and bank holidays, 9am to 5pm.