Your Debit Mastercard

How do I report my card lost or stolen?

log on to our App
go to the menu ('More' on iPhone and 3 lines on Android)
select ‘Cards’
then select ‘Report lost, stolen or damaged’ and choose lost or stolen
now choose the card(s) to report as lost or stolen
follow the on-screen instructions to cancel your card(s).

If you don’t have our App, you can call us on 0800 085 2404 to report your card as lost or stolen.

You don't need to wait for your new card to arrive in the post – you can view your new card details in the 'Cards' section on our App.

If your old card was in your digital wallet the new card will be added automatically. If you haven't used your digital wallet yet you can easily add your new card from the 'Cards' section on our App.

You'll need to update your card details with companies who take regular payments, like subscriptions.

Your new card will have the same PIN, so that's one less thing to remember.

For more information, see our report lost, stolen or damaged cards page.

What should I do if I've forgotten my PIN?

log on to our App
go to the menu ('More' on iPhone and 3 lines on Android)
select ‘Cards’
if you have more than one card you can scroll across to select the correct one
select ‘View PIN’
then again on the next screen
using your face, fingerprint or Digital Secure Key you'll be able to view your PIN.

If you prefer a PIN reminder in the post you can chat with us in our App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us' or you can call us on 03 456 100 100.

For more information, see our viewing your PIN and card details page.

How do I change my PIN?

How can I replace a damaged card?

log on to our App
go to the menu ('More' on iPhone and 3 lines on Android)
select ‘Cards’
then select ‘Report lost, stolen or damaged’ and choose ‘Report damaged’
you can now choose the card(s) to report as damaged
follow the on-screen instructions to cancel your card(s).

If you don’t have our App, you can call us on 0800 085 2404 to report your card as lost or stolen.

Your existing card will still be active for the next 30 days or until you first use your new card successfully.

Once you receive your new card you must destroy your old one.

Your new card will have the same PIN, so that's one less thing to remember.

If your old card was in your digital wallet the new card will be added automatically. If you haven't used your digital wallet yet you can easily add your new card from the 'Cards' section on our App.

For more information, see our report lost, stolen or damaged cards page.

What should I do if I don’t recognise a transaction on my debit card?

If you’re unsure about a transaction here are some tips to help you work out what it could be:

check transactions from a similar time to help remind you where you were when the one you don't recognise was made
remember: if it was made in a foreign currency, exchange rates may mean the final cost is different to the amount you paid
some retailers e.g. hotels, taxis, airlines, car rentals etc. add additional charges, which could make the total more than you expected
check the retailer's name using a search engine, as they sometimes trade or charge under different names
check your receipts to see if you have any from the same day and/or for the same amount but with a different retailer name
check your emails for a confirmation or receipt from this date, which may show a different retailer name
if you share your account, ask the other cardholder if they’ve made the transaction
check if it’s a repeat payment, e.g. Direct Debit or standing order, you set up or subscribed to some time ago or is charged annually
if you've signed up for a free trial recently, check the terms and conditions to see if it’s expired and you’ve started paying for it.

If you’ve tried all that and still don’t recognise the transaction you can chat with us via our App. Just go to 'Help' and select 'Chat now'. Or in Online Banking select 'Message us'.

If you need to speak to someone, please give us a call on 03 456 100 100 and we’ll be happy to help.

How do I freeze/unfreeze my card?

To freeze your card follow these simple steps:

log on to our App
go to the menu ('More' on iPhone and 3 lines on Android)
select ‘Cards’
choose the card you want to freeze
select ‘Freeze card’
confirm you want to stop all transactions on your card
select ‘Freeze card’ and your card will be frozen.

To unfreeze your card, repeat the same steps.

If you don’t have our App, you can call us on 03 456 100 100 to freeze or unfreeze your card.

When you freeze your card all card transactions will be blocked, including continuous or recurring card authorisations (Netflix, Apple Music etc.), online and instore shopping, cash withdrawls and contactless payments. You can still make payments with your digital wallet via Apple Pay, Google Pay or Samsung Pay.

For more information, see our freeze and unfreeze your card page.

Why has my card been declined?

There could be a number of reasons why your card has been declined. To find out the specific reason you can chat to us via our App. Just go to 'Help' and select 'Chat now'. Or in Online Banking select 'Message us'.

If you need to speak to someone, please give us call on 03456 100 100.

How do I manage my contactless card and ATM limit?

There are lots of ways you can customise your card to make sure you’re always in control of your money. Here's how to get started:

log on to our App
go to the menu ('More' on iPhone and 3 lines on Android)
select ‘Cards’ and ‘Set limits and controls’
you can then lock and unlock your card for the following types of transactions (please be aware that digital wallet and recurring transactions cannot be blocked):
1. online
2. PIN and Swipe (either using your PIN with the chip on the front or swiping the magnetic strip on the back)
3. contactless
4. gambling
5. cash machine.

You can also increase or decrease your daily cash machine withdrawal limit (up to your standard default, which is normally £500). It’s worth bearing in mind, when you change your ‘Daily limit’ it'll stay at this level unless:

you or we change it
you or we switch it off (when switched back on it'll return to your standard default, which is normally £500)
we agree to a one-off increase (when this ends your limit automatically returns to your standard default but you can change it back again).

if you don’t have our App call us on 03 456 100 100.

How do I add my debit card to Apple Pay/Google Pay?

You can find out how to add your debit card to your digital wallet by visiting our Card Services page.

Apple and Apple Pay are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Apple and Apple Pay are trademarks of Apple Inc. Google Pay is a trademark of Google LLC.

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