Declined card payments
Find a solution in the app
- Check common reasons why your card payment was declined, even on the go.
- View your card details or PIN if you've used the wrong ones.
- Get help in the app if you still can't make the payment.
Steps to take
We'll guide you through it.
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Log in and check common card issues that might have caused the payment to fail:
- Check you don't have a card freeze in place.
- Make sure you have sufficient money in your account, including any pending transactions.
- View your PIN to confirm you're using the right one.
- View your card details, especially if you don't have it to hand.
If this hasn't solved the problem, view our other suggestions.
Getting started in the app
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If you don't use our app, you can call us. If you prefer to bank in person, there’s a range of services in your local area.
Need help?
If you're registered for online banking, the fastest way to get in touch is by messaging us securely online.
Let’s look at the details
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Shopping in person
If you enter your PIN wrong three times in a row while shopping - even in different shops - your PIN will be locked. If you later remember the four-digit code, you can unlock your PIN at most UK cash machines. You can also view your PIN in the app.
Shopping online
Make sure you have entered the right card details including the expiry date and the 3-digit security code at the back (CVV). You may also be asked to enter a billing address and account holder name.
You can view your card details in the app.
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We work hard to make sure your debit card has the latest security and fraud prevention features.
Our automated protection service
If our systems notice any unusual spending on your account, we’ve measures in place to keep your money safe.
Usually, we’ll call you so you can confirm that you made the payment. But if you think it’s fraud, our team are ready to help.
If we can’t contact you, we may ask the person you’re paying to perform extra checks. Sometimes, we may stop payments from your card until we’re sure it’s you.
Make sure we have your up-to-date telephone number so we can get in touch. You can update your number in online banking or in the mobile banking app.
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