If your card stops working

If you find that your card has stopped working, it may be because our 24/7 fraud monitoring systems have spotted something that looks suspicious on your account.

When this happens, we block your Visa debit or credit card used to prevent any fraud against you.

We'll call or text your mobile number to check if you made the transaction. If it was you, we'll get the card working again straight away.

If you don't hear from us, call us as soon as possible. Answer some security questions, and we'll do our best to get your card working again.

If your PIN gets locked

Your PIN will get locked if you enter it incorrectly 3 times. After 3 times, you won't be able to use your card.

You may be able to unlock your PIN at cash machines owned by some UK-based banks. This has worked for some customers, but we cannot guarantee you'll be successful. You may have to wait until you get back to the UK to unlock your PIN.

If your card is lost or stolen

If your card is lost or stolen, it's important to make sure it cannot be used by someone else. You'll need to let us know as soon as possible by reporting it in the Banking app or calling us.

Charges for using your cards abroad

The charges you'll pay when making a purchase or withdrawal abroad using your Visa Debit or credit card will depend on:

  • the type of transaction you make
  • the card you use
  • where you use the card.

If you need to claim on your FlexPlus travel insurance

Our FlexPlus current account comes with worldwide family travel insurance.

Should you need help while you’re away, you can manage your travel insurance online.

Get help before you travel

If you're about to go away on holiday, view our help page on preparing to travel.