Manage subscription payments

How to view, block/unblock or cancel recurring card payments in our Mobile Banking app.

Subscriptions explained

Subscriptions are regular payments you make to a provider for a service. They’re often used in things like music streaming services and gym memberships.
You can set up a subscription payment using your card details.
View your subscriptions and see when the next payment is due.
Subscriptions can also be called Continuous Payment Authorities (CPAs) and are not the same as Direct Debits or standing orders that use your account number and sort code.
Another way for you to cancel your subscription is to get in touch directly with your service provider.

Screenshot of subscription page in our app

To manage your subscriptions

View a subscription guide expandable section
Cancel a subscription guide expandable section

1. Select the subscription to cancel

Then select ‘Cancel my subscription’.

2. Confirm

Enter the 4 last digits on your payment card you used to set up the subscription. Then select ‘Confirm and continue’

3. Review the details

Review and tick the consent box to confirm. Then select ‘Yes, cancel my subscription’.

4. All done

Your cancellation has been requested.

Sometimes we can’t cancel a subscription. If that happens, we’ll let you know what to do next.
Block a subscription guide expandable section

Payment blocks don’t cancel your subscription, but they stop money being taken from your account. Your provider can still ask you directly for payments if your subscription is active

1. Select the subscription to block

Then select ‘Block my payments’.

2. Confirm

Review the information on blocking payments. Then select ‘Block my payments’.

3. All done

Your payment has been blocked.
Unblock a subscription guide expandable section

Payment blocks on your debit or credit card lasts for 13 months unless you unblock sooner if you want to resubscribe. If you have other subscriptions with the same provider, they may get unblocked as well.

1. Select the subscription to unblock

Then select ‘Unblock my payments’.

2. Confirm

Review the information on unblocking payments. Then select ‘Unblock my payments’.

3. All done

Your payment has been unblocked. Your provider may take payments if your subscription is still active or get in touch with your provider if you want to restart it.

We can show some subscriptions after your first payment. After you’ve made a second payment, we’ll be able to show you more details about your subscription.

Frequently asked questions

What do I do if I can’t cancel a subscription? expandable section
Sometimes we can‘t cancel a subscription. When this happens, we’ll let you know. You can still block those payments with us, but your provider can still ask you directly for payments if your subscription is active.

Before you cancel, please check:

All of your details are correct and match the subscription account.

Who set up the subscription. Only the account holder can cancel.

If you have a minimum contract period. You may not be able to cancel it before a certain date.

If you are still having problems cancelling, get in touch with your provider to find out more.
How do I restart a subscription? expandable section

If you've cancelled your subscription, you need to set up a new one with the service provider.

If you've blocked payments but the subscription is still shown here, you can unblock in the app.
I tried to cancel my subscription, but another payment has been taken? expandable section

When you block your payments, any payments due in the next 24 hours may still go out. If you think the payment has been taken by mistake, get in touch with your service provider to find out more.
What if I change my mind about cancelling? expandable section

Once you’ve asked us to cancel a subscription, you can’t stop the process in our app. You’ll need to contact us.

You should also contact the service provider to make sure your subscription keeps going.

What’s the difference between a Direct Debit, a standing order and a subscription?

Types of regular payment

Direct Debits, standing orders and subscriptions are all used to pay bills or move money on a regular basis.
You can view and manage them in the app or Internet Banking.

Regular payment types	What it is	Used for things like	See these guides
Regular payment types Direct Debit	What it is Lets a company take money from your account. The amount can go up or down depending on how large the bill is.	Used for things like Utility bills Gym memberships Mobile phone contracts	See these guides View or cancel a Direct Debit
Regular payment types Standing order	What it is Lets you send a set amount of money to another account. You control the amount of money you send.	Used for things like Moving money to a savings account Paying someone in your family	See these guides Set up a standing order Amend or cancel a standing order
Regular payment types Subscription payment	What it is Lets a company charge your debit or credit card. The amount can be the same each time, or can go up and down.	Used for things like Music and video streaming Food memberships	See these guides View, cancel or block a subscription (app only)

Mobile Banking: We don’t charge you for Internet Banking but your mobile operator may charge for some services, please check with them. Services may be affected by phone signal and functionality. You must be registered for Internet Banking.

Mobile Banking app: Our Mobile Banking app is available to Internet Banking customers with a UK personal account and valid registered phone number. Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Our app does not work on jailbroken or rooted devices. Device registration required.

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