Card declined

We know how frustrating it can be to get your card declined. Take a look to see why this might have happened.

  • 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

  • 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.

    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 / 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.

    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 our 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.

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. 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.

Learn about card freezes

Meet our virtual assistant

The quickest way to get in touch is by chatting with our virtual assistant in the Mobile Banking app.

If it can't help, it will put you through to a helpful human who can. And because you're already logged on, it's fast and secure.

Select Support and then Message us 24/7 to get help.

How to message us

Getting started online

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Learn how to manage your payment limits and regular payments. 

Learn about payments

Profile & settings

Update your address and telephone number with this handy guide.

Manage your personal details

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More Card & PIN services

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

Read our guides

More Card & PIN services

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

Read our guides