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If you report your card as lost or stolen or order a replacement card, your card will be cancelled straight away. Depending on the card you have ordered, a new one will be with you in 3-5 working days.
If you have reported a debit or credit card as lost or stolen, you can view your card details in our Mobile Banking app. This will allow you to use your card details to purchase things online or over the phone whilst waiting for your new card to arrive.
If you want a new card and PIN, remember to select both options when ordering a replacement online. If you only select a new card we will not send you a new PIN.
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. You can also 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.
From time to time, you might be asked to enter your PIN when paying for things under £100. This is an added security measure and is likely to happen if you use your contactless card several times in a row. You can view your PIN in our app.
If you have locked your PIN, by entering it incorrectly, you can unlock it at a cashpoint. Insert your card, enter your correct PIN and select Unlock my PIN from the options on screen. If you do not know or are unsure of your PIN you can view it in our mobile app.