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 withdrawal limit

    We set a daily cash machine limit of £800, and you may have reached it. It’s also worth knowing that other lenders and cash machine 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 put in 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 a billing address and account holder.

    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 in, it's fast and secure.

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

How to message us

Getting started online

Mobile Banking app

  • Join our 1 million app users
  • Simple and secure log in.
  • Stay up to date with notifications.

 

More about our app

Internet Banking

Log in to view or manage your accounts on our website.

 

Log in to Internet Banking

Register


Mobile Banking app

  • Join our 1 million app users
  • Simple and secure log in.
  • Stay up to date with notifications. 
Download our app

Internet Banking

Log in to view or manage your accounts on our website.

Log in to Internet Banking

Register

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Keeping you safe online

How we make online shopping and banking online more secure.

Extra security explained

Payments

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

Thank you for your feedback.

More help with your card or PIN

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

Read our guides

More help with your card or PIN

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

Read our guides