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Amend paper-free preferences for your statements and communications.
Card & PIN Services
Securely manage your card or PIN with our mobile banking app or online banking.
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Frequently asked questions
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If you report your card as lost or stolen or order a replacement card, your card will be cancelled straight away. Depending on the card you have ordered, a new one will be with you in 5 working days.
If you have reported a debit or credit card as lost or stolen, you can view your card details in our Mobile Banking app. This will allow you to use your card details to purchase things online or over the phone whilst waiting for your new card to arrive.
For debit cards you will be able to view your new card details in our app the next day, and for credit cards within 5 days. This lets you use your new card details online while waiting for your new card to arrive in the post.
If you're registered for Wallet Pay apps such as Apple Pay or Google Pay™, you can use your mobile device to spend while you wait for your new card to arrive in the post.
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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. You can also view your new card details in our Mobile Banking app up to 60 days before your old credit card expires, and up to 30 days before your old debit card expires.
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From time to time, you might be asked to enter your PIN when paying for things under £100. This is an added security measure and is likely to happen if you use your contactless card several times in a row. You can view your PIN in the app.
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If you have locked your PIN by entering it incorrectly, you can unlock it at a cash machine. Put in your card, enter your PIN, select ‘PIN Services’ and then ‘Unlock your PIN’. If you need a reminder, you can view your PIN in the app.
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If you’d like to close your credit card account, you can do this in our app, by calling us or writing in.
Once your credit card is closed, we can’t reopen your account, and you can no longer make transactions. Your agreement will continue with us until you’ve paid off everything you owe.
Find out how to close your credit card account.
If you receive online statements for the account you intend to close, make sure you save or print copies beforehand. You won’t be able to access these once your account is closed.
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