If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Frequently asked questions

Frequently asked questions

Frequently asked questions

  • 1.
    Why has my card transaction been declined?

    There are a number of reasons why your transaction may have been declined, these could be:

    • Insufficient funds
      Check your balance and make sure you have enough available funds to complete the transaction.
    • You’ve exceeded your ATM daily withdrawal limit
      All debit cards will allow you to withdraw £500 per day from an ATM. Learn more about your limit.
    • Your card has expired
      Check the expiry date on your card, we’ll issue you with a new card before your existing card expires. If you haven’t received it before the last week of your expiry month give us a call on the number below.
    • Your card isn’t activated
      If you’re using a credit card, check that the card has been activated. Follow the instructions on the sticker on the front of the card.

    If you’re using your card to pay for something online or over the phone, your transaction may have been declined because:

    • Your name and address do not 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 required.
    • Incorrect CVV number
      If you’re using your card to pay for something online or over the phone then you should be asked for your CVV number. This is the last 3 digits of the security code on the signature strip on the back of the card. Check that you have entered this correctly.

    If you’re still having difficulty then please get in touch:

    Debit cards
    You can call us on 0345 720 3040, or if you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)113 242 1984.

    Credit cards
    You can call us on 0345 944 4555, or if you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 1733 573 189.

    Calls to 03 numbers are charged at no more than local rate.

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  • 2.
    Why has my online payment not been sent?

    There are a number of possible reasons why your payment has not been sent. These could be:

    • You’ve exceeded payment limit
      There’s a maximum daily limit applied to all electronic payments. Learn about payment limits.
    • Payment made in error
      If you’ve sent a payment in error we’ll try and retrieve the funds, but will do so on a best endeavour basis only. You should contact the beneficiary and attempt to retrieve the funds before calling us as this is a quicker route.
    • Beneficiary hasn't received the funds
      If you’ve sent money to a person or a company and they haven’t received it, firstly check that their sort code and account details you used are correct. If you’re sending money to a company then they usually require a reference to be able to match it to you. Please check that the reference you entered is correct, e.g. for a credit card this will be the 16 Digit account number.

    If you’re still having difficulty then please call us on 0345 720 3040, so that we can look in to this for you. Calls to 03 numbers are charged at no more than local rate. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)113 242 1984.

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  • 3.
    My balance is not what I expected, why are some transactions missing?

    When you use your card and the retailer tells us about the transaction we’ll deduct this from the money you have available to spend immediately. Sometimes the retailer doesn’t always let us know straight away and contactless payments under £15 are processed differently. This means we can’t always deduct the transaction from your available funds until we receive it a few days later.

    It’s a good idea to keep a track of your transactions to make sure you have enough money in your account to cover them and avoid going overdrawn or over your credit limit. The best way to keep track of spending on the go is through our Mobile Banking app.

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  • 4.
    How can I change my arranged overdraft limit?

    If you already have an arranged overdraft then we’ll review the limit at least once every 12 months. But if you need to increase or remove your limit, you can do this through Online Banking. If you’d prefer to speak to someone, or want to decrease your limit, then you can call us on 0345 720 3040.  Calls to 03 numbers are charged at no more than local rate.

    If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)113 242 1984.

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  • 5.
    Why is my arranged overdraft being reduced?

    We want to make sure your current account meets your needs, so we review arranged overdraft limits at least once every 12 months. If we've noticed you are not using all of your arranged overdraft, then we may reduce it.

    If you want to discuss your overdraft with someone then please call us on 0345 720 3040. Calls to 03 numbers are charged at no more than local rate. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)113 242 1984.

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  • 6.
    I haven't received my card/PIN.

    When you report your card as lost or stolen, your new card will be sent via 1st Class post. You should receive your new card within 3 working days. If you request a replacement PIN, you should receive it within 3-5 working days.

    For credit cards, you can see your PIN in the Mobile Banking app. Find out how here. You’ll be able to do this for debit cards soon too.

    When your card is due to expire, we’ll issue you a new one before your old card expires. There’s no need to activate the card, you should use it straight away and discard your old card securely.

    If you haven’t received your replacement card before the last week of your expiry month, then please get in touch:

    Debit cards
    You can call us on 0345 720 3040, or if you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)113 242 1984.

    Credit cards
    You can call us on 0345 944 4555, or if you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 1733 573 189.

    Calls to 03 numbers are charged at no more than local rate.

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  • 7.
    I haven't received the cashback I was expecting.

    When you’ve registered for Cashback Extras, whenever you select and use an offer on your credit or debit card, you’ll receive cashback directly into your Halifax current account on or before the last working day of the following month. If you have more than one current account with Halifax, we’ll pay it into your oldest account.

    If you’ve activated an offer but haven't received the money, firstly check the terms and conditions by signing into Online Banking and selecting the offer in the Cashback Extras section. You can view expired offers in the ‘My Cashback Extras’ menu. Find out more information in our frequently asked questions.

    If you activated the offer and spent money at the retailer as shown in the terms and conditions but are still having problems, please contact us on 0345 606 6404.

    If you're calling from outside the UK or prefer not to use our 0345 number, call +44 113 245 0060. If you have a hearing impairment, please use Textphone: 0345 300 2280 or +44 173 3347 515. Lines are open 7am - 10pm, Monday - Friday and 8am - 6pm on weekends.

    Calls to 03 numbers are charged at no more than local rate.

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  • 8.
    I am having difficulty signing in to Online Banking.

    When you register for Online Banking you’ll have been given or chosen a username, this is required to sign in. If you’ve used Online Banking before and need a reminder, then choose the ‘forgotten your username’ option on the sign in screen.

    You’ll also have chosen your own password and memorable information. Both contain a mixture of letters and numbers and are required for you to sign in. If you can’t remember either of these and need to reset them, you can choose the ‘forgotten your password’ option on the sign in screen.

    If you’re unsure if you have registered or if you need help resetting your details, please call us on 0345 602 0000 and we’ll be happy to help you. Calls to 03 numbers are charged at no more than local rate. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 113 279 8302.

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  • 9.
    I'm unable to make a payment from my savings account.

    Some savings accounts will not permit Faster Payments, others will restrict withdrawals or impose charges. This is because our savings accounts are designed to put money aside and grow balances over time and not for ‘day to day’ payment facilities. You may find a current account better suits your needs if you need to pay bills, make purchases, or send money by Faster Payments.

    If you are still looking to make a payment from your savings account and hold a current account with us, you can transfer funds from your savings account into your bank account and use it to make a payment.

    If you don’t hold a current account with us, then please visit one of our branches. We can provide you with cash, write you a cheque or arrange to send a CHAPs payment, but please note charges may apply.

    For more help or information, please call us on 0345 726 3646. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 113 242 2005. Calls to 03 numbers are charged at no more than local rate.

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