My Online for Business card reader isn’t working

There are two reasons why your card reader might not be working:

  1. Your card reader is locked.
  2. The batteries need replacing.

If you see a ‘Battery Low’ warning message on the card reader display, the batteries will need replacing. 

To replace the batteries, you’ll need 4 x LR44 1.5v batteries and a small screwdriver. Remove the screw at the back of the reader, replace the batteries, and your card reader will be ready to use.

Steps to take

We'll guide you through it.

  • If you are registered onto our App, you can message us in the app to order a replacement card reader.

    1. In the app, go to ‘Support’ and then ‘Message us’.
    2. Ask the assistant to 'Order a new card reader’.
    3. We’ll send your new card reader in the post.

  • You can order a replacement card reader by calling us on 0345 300 0116.

    We’re open Monday to Friday, 7am to 8pm and Saturday, 9am to 2pm. This excludes bank holidays.

    If you’re outside the UK call +44 1733 347 338

  • Any UK bank card reader should work with your card in the same way. The card reader doesn’t store any personal information about you, so you can use a colleague’s reader if they have one available. 

    As long as you have your unique card and PIN, you’ll be able to generate passcodes.

    You can order an additional card reader on Online for Business. There may be a charge for this.

Make sure you have your account details, card and card reader with you.

  1. Go to the Online for Business log in screen and select ‘Having trouble with your card reader?’.
  2. Follow the on-screen steps.

You may be provided with a reference number, please make a note of this and call the Online for Business Helpdesk on 0345 300 0116.

Once you’ve been verified the Helpdesk will unlock your card reader.

Frequently asked questions

Still need help?

Call us on 0345 300 0116

We’re open Monday to Friday, 7am to 8pm and Saturday, 9am to 2pm. This excludes bank holidays.

If you’re outside the UK call +44 1733 347 338.

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