What does the error message on my card reader mean?

Here are the common card reader error messages and how to fix them

'Last pin try'

This message will appear if you’ve entered your PIN incorrectly twice, and it’s your last attempt. If you enter your PIN incorrectly again your card will be locked.

Note:

Once your PIN is locked, you won’t be able to use your card in shops, or log in to the Internet Bank using your card reader.

'PIN locked call issuer'

This means you’ve entered your PIN incorrectly 3 times and the card is locked.

'No power or battery low'

You’ll need to replace the 2 x CR2032 batteries.

Find out how to change the batteries

'Error' or 'Check card'

Double check your card is in the card reader the right way. The chip –side of the card goes into the card reader first, facing upwards.

'Wrong card'

Check you’re using the right card for the transaction. The last 4 digits on the card should match the account you're trying to pay with.

'Card error 2' or 'Card error 3'

This means there’s a problem with the chip on your card. You’ll need to order a new card.

Order a new card

If you can't fix it, order a new one for free

Most of our branches have card readers you can take away with you, or you can order one online and we’ll post it to you (this will take around 5 days).

Order a new card reader

What can I do without a card reader?

You can still log in, check your balance and pay existing payees without a card reader.

Find out what you can do without a card reader