Chip & PIN - Everything you need to know

Q. What is Chip & PIN?

A. Chip and PIN is a secure card payment system that has been introduced to help prevent fraud. Most UK credit and debit transactions in shops and other retail outlets are authorised by keying in a unique PIN, rather than by signing a receipt. A PIN (Personal Identification Number) is a 4-digit code either assigned to, or chosen by a cardholder to help prove that they are the authorised owner of a card when making a chip and PIN based transaction. The same PIN is required when using a cash machine.

Q. What does this mean for me?

A. When shopping in supermarkets or the high street,  you will have to input your 4-digit PIN.

Q. What if I can’t remember my PIN?

A. All you need to remember is a simple 4-digit number. You’re probably already used to remembering a PIN for debit cards, or somebody’s phone number. You can also change your PIN to something easy to remember. If you have a disability that makes it difficult for you to use or remember a PIN you can request a Chip & Signature card. Please call us on 08457 29 39 49.

Q. How can I change my PIN to something easy to remember?

A. Go to a cash machine displaying the link sign, enter your existing PIN and select the PIN services option. Follow the instructions to change your PIN and enter a 4-digit number of your choice. Select a number that is easy to remember, but not something obvious like your birthday or numbers like 1234 or 9999. Try the time you wake up, the number of the bus you take to work, the year your team won the FA Cup. Perhaps you could try your spouse’s month of birth with a child’s year of birth or other combinations. Choose it, change it, use it! You will not be able to change your PIN 90 days before your card expires, or 60 days for a debit card.

Q. What happens if I enter the wrong PIN when shopping?

A. A PIN reminder is automatically generated should you incorrectly enter your PIN 3 times. When shopping if a customer enters their PIN incorrectly three times in a row (even at different shops), their PIN will become 'locked'. They will need to go to any cash machine displaying the link sign in order to 'unlock' their PIN – follow the onscreen instructions. They will not be able to use their card with their PIN in shops until it is unlocked. If a customer has forgotten their PIN completely they will need to contact us so we can send out a reminder.

Q. I've forgotten my PIN what shall I do?

A. If you can't remember your PIN then call 08457 29 39 49 and we’ll send you a PIN reminder in the post.

Q. Will I still need to sign my card on the reverse of my new Chip and PIN card?

A. Yes, you should still sign your new Chip and PIN card when you receive it. For those situations where a retail outlet or till does not have a PIN keypad, they will still require a signature from you to verify your transaction.

Q. Do I need my PIN for telephone or internet purchases?

A. No in the same way as you don't use your signature, you won't use your PIN to confirm those transactions. You should never disclose your PIN over the telephone or internet.

Q. I'm an additional credit cardholder will I get my own PIN?

A. Yes. Additional credit cardholders will be sent a separate PIN.

Q. What happens if my card is stolen or I lose it?

A. As soon as you realise your card is missing, please telephone us immediately on 0845 300 0344. The lines are open 24 hours a day, 7 days a week. If you are calling from abroad or in the case of an emergency, just ask the operator to reverse the charges. You'll find the number you need on your statement.

Q. What should I do if I think someone knows my PIN?

A. You should never write down your PIN or tell it to anyone (including shop assistants and bank staff). If you suspect someone knows your PIN you should change your PIN immediately at any cash machine displaying the link sign. If you are unable to change your PIN immediately, call us straight away on the number on the back of your card or on your statement.

Q. Will my PIN or bank details be kept at the retailers payment terminals or in their computers?

A. No. However the till receipt will carry the words 'Verified by PIN'.

Q. Can I use my new Chip and PIN card abroad?

A.Some countries have already installed the technology; some have not. Where it has been installed just use your PIN as in the UK. Where the technology has not yet been installed, you will not be asked to put in your PIN, so just sign as now.

Q. What happens if I am abroad and forget my PIN or need to change it?

A. If you are travelling abroad make sure you know your PIN before you leave. You can't change your PIN or unlock it when you are abroad, but you can request a reminder which will be sent to your home address.

Q. Where can I get more information?

A. The Chip and PIN website (new window) has more information.