My card isn't working
If you find your card isn't working or you're having problems making a payment with your card, there are a few things to check first. If you're still having problems, give us a call on one of the numbers here.
Common reasons your card might not work
Before you call us, here are some things to check when your card's not working.
There's not enough money in your account
Make sure there’s enough money in your account for the payment. There's a difference between your available balance and account balance.
There's a problem with the card or cash machine
There could be an issue with the shop's card machine or the cash machine. Try another shop or cash machine.
Contactless payments aren't working
If contactless payments aren't working, 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 £100
- every now and then as a security check.
Your PIN might be locked
We’ll lock your PIN after it’s been entered incorrectly 3 times, just in case someone else is trying to use your card.
Replacing a damaged card
Call us if your card is damaged or still not working. We'll look into it for you to see if we can fix the problem.
We'll replace any broken or damaged cards free of charge.