Go paper-free
Amend paper-free preferences for your statements and correspondence.
Card declined
We know how frustrating it can be to get your card declined. Take a look to see why this might have happened.
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Insufficient funds
Check your balance and make sure you have enough available funds to complete the transaction.
Your name and address don’t match our records
Always check your name and address details match what we hold for you. Your billing address should be the same as the address we hold for you. You can often choose to add a different delivery address if needed
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You’ve reached your daily Cashpoint® withdrawal limit
We set a daily withdrawal limit of £800, and you may have reached it. It’s also worth knowing that other lenders and Cashpoint operators can set their own limits as well.
Contactless payments
You can pay for goods up to £100 without the need to enter your PIN. If this doesn't work, you may need to enter insert your card in the terminal and enter your PIN.
You’ve reached your agreed credit limit
That’s the total amount of money you can borrow on your credit card at any one time. You may have reached it, or your transaction may have taken you over it.
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Shopping in-person / at a store
If you enter your PIN wrong three times in a row while shopping (even if it is in different shops), your PIN will be locked. If you later remember the four-digit code, you can unlock your PIN at most UK Cashpoints. You can also view your PIN in our 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 our 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.
Your card has expired
Check the expiry date on your card. If your card is due to expire soon, we will automatically send you a new one in the post. You should receive it around a week before your old one expires.
If you haven’t received your new card, you can order one online.
Your credit card isn’t activated
If you’re using a credit card, check that the card is activated. Follow the instructions on the sticker on the front of the card. Please note: you do not need to activate a debit card.
How to activate your credit card
Incorrect CVV number
If you’re using your card to pay for something online or over the phone, you should be asked for your CVV number. Check that you have entered this correctly. This is the last three digits of the security code on the signature strip on the back of the card.
You have a card freeze in place
This is when you have applied a temporary card freeze. If you’re registered on the app, please check to see if you’ve applied a card freeze.
Getting started online
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If you don’t have our app, you can learn how to set it up. You can also visit us in branch or call us on our fraud line, which is available 24/7.
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