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.

Getting started in the app

Mobile banking app

Join our 10 million app users.

  • Simple and secure login.
  • Set up handy notifications.
  • Message us online.

Continue to app

Need help?

If you're registered for online banking, the fastest way to get in touch is by messaging us securely online.

Message us

Our virtual assistant can easily answer most questions. If it can’t help, we'll pass you onto someone who can.

How to message us

Let’s look at the details

  • There are some card details you should check to see if they're causing the transaction to fail.

    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.

    Order a replacement card

    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. You don't 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've 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, check to see if you’ve applied a card freeze.

    Learn about card freezes

  • 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

    Find out how to manage your details online

  • There are various limits that could prevent you carrying out a transaction.

    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 cash machine operators can set their own limits as well.

    Learn more about your limit

    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.

    Contactless cards

    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.

    Learn about payment limits

  • 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.

    Help with PIN issues

    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.

  • 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.

You may also like

Credit card activation

There’s no need to activate a new debit card. But before using your new credit card, you need to activate it.

Activate your credit card

Everyday banking online

Manage your profile, money or cards from your sofa with the app or online banking.

What you can do online

App notifications

Opt in to notifications about payments, weekly spend summaries or updates as you use your card.

More about app notifications

More Card and PIN services

Manage how your cards are used, report your card lost or stolen and view your PIN online.

Card and PIN guides

More Card and PIN services

Manage how your cards are used, report your card lost or stolen and view your PIN online.

Card and PIN guides