My card isn't working
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.
We’ll replace damaged cards free of charge. If your credit or debit card is broken or damaged, just give us a call.
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 £45
- 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
- account holder name
- 3-digit security code (also called a CVV) on the back of your card.
If your card is still not working
Contact us and we’ll look into it for you.
7 days a week, 8am to 6pm.
UK: 03457 30 20 11
Abroad: +44 1793 65 67 89
Monday to Friday, 8am to 8pm.
Saturday, 8am to 8pm.
Sunday, 9am to 5pm.
UK: 03456 00 66 11
Abroad: +44 2476 43 89 97