Go paper-free
Amend paper-free preferences for your statements and correspondence.
Getting started online
Frequently asked questions
-
If you lose your card or need a replacement, the old one gets cancelled right away. You’ll get a new card in about three to five working days, depending on the type.
If you’ve reported a debit or credit card as lost or stolen, you can still view your card details in our mobile banking app. This allows you to make online or phone purchases while waiting for your new card to arrive.
-
If you need both a new card and a new PIN, make sure to select both options when ordering a replacement online. If you only request a new card, we won’t send you a new PIN.
-
If your card is about to expire, we’ll automatically send you a new one by post. You should receive it approximately a week before your current card expires. Also, you can view your new card details in our mobile banking app up to 60 days before your old credit card expires and up to 30 days before your old debit card expires.
-
Occasionally, you may be prompted to enter your PIN for transactions under £100. This is a security measure that typically occurs if you use your contactless card multiple times in a row. If you forget your PIN, you can always view it in the mobile banking app.
-
If you’ve locked your PIN by entering it incorrectly, you can unlock it at a cash machine. Simply put in your card, enter the right PIN and select ‘Unlock my PIN’ from the on-screen options. If you’re unsure of your PIN, you can view it in the mobile banking app.
You may also like
