My card isn't working
This page explains what you can do if you think your card isn’t working. It also shows you ways of contacting us if you need to.
Common reasons your card might not work
Before you call us, here are some things to check when your card's not working.
There's not enough money in your account
Make sure there’s enough money in your account for the payment. There's a difference between your available balance and account balance.
There's a problem with the card or cash machine
There could be an issue with the shop's card machine or the cash machine. Try another shop or cash machine.
Contactless payments aren't working
If contactless payments aren't working, try using Chip and PIN instead.
You'll need to use Chip and PIN:
- when you're using a new contactless card for the first time
- if you're making a payment of more than £100
- every now and then as a security check.
Issues with your PIN
Locked PIN
We’ll lock your PIN if it’s entered incorrectly 3 times. This is to keep you safe from potential fraud.
Forgotten PIN
It happens. There are a few ways you can retrieve your PIN, depending on your card.
If your card still isn’t working, contact us
If your card is damaged or still not working, you can contact us either in our app or by phone.
We'll replace any broken or damaged cards free of charge.