My card isn't working

Make sure you have enough money to cover the payment

You can check your available balance in the Banking app, Internet Bank, at an ATM or in branch.

Why your available and account balance can differ

If you’re trying to use your card in a shop or at an ATM

It could be an issue with the shop’s card machine or the ATM if your card is working elsewhere. Here are a few other things to check:

If you’re paying using contactless

Try using Chip and PIN instead and see if the payment goes through. You’ll also 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.

If you’re paying using Chip and PIN

Make sure you’re putting in the right PIN. If you can’t remember it, you can get a PIN reminder.

How to get a PIN reminder

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

How to unlock your PIN

If you’re using your card online

Double check you’re entering the right card details. You might be asked to enter the long card number, expiry date, account holder name and CVV. The CVV (or security code) will be on the back of your card at the end of the signature strip. It’ll be 3 numbers and have CCV2 above.

Nationwide debit card showing account number, expiry date and CVV

If it’s none of the above, call us and we’ll look into it for you


We’ll replace damaged cards free of charge. If you can see yours is broken, just give us a call.

If it's a debit card, please call us on:

03457 30 20 11 (UK)
+44 1793 65 67 89 (Abroad)

Useful information

7 days a week: 8am - 8pm

Alternatively, you can send us a secure message through the Internet Bank:


  1. Log in to the Internet Bank.
  2. Click on 'My messages' at the top of the page.
  3. Click on 'Compose new message'.
  4. Follow the on-screen instructions.
Log in to the Internet Bank

If it's a credit card, please call us on:

0800 055 66 11 (UK)
+44 2476 43 89 97 (Abroad)

Useful information

Monday to Friday: 8am - 10pm
Saturday: 8am - 8pm
Sunday: 9am - 5pm