Most customers will use a standard Card Reader and the instructions for this are demonstrated below. Instructions for our Audio Card Reader (PDF) are also available.
Before using your Card Reader, please remove the plastic tab covering the batteries.
Before you use your Card Reader for the first time you will need to activate it by inserting your debit card into your Card Reader, selecting the identify button, entering your PIN number and pressing OK. This is simply to activate your Card Reader and no transaction will be processed.
Using your Card Reader
Your card and Card Reader are for you and only you to use when banking online. You may be asked to use the Card Reader when you do the following tasks:
- set up or amend standing orders
- set up, amend or make bill payments
- set up, amend or make funds transfers
Remember - we will never call you to ask you to use your Card Reader to set up, make or amend any payments or contact you to ask you to use your Card Reader to confirm your identity.
What do I need to do?
During the normal online payment process, after entering the beneficiary’s information and amount you wish to transfer, you will be prompted to use the Card Reader to confirm your identity.
Choose which card to use
You will need to use one of your Chip and PIN cards which has been activated for use with the reader to complete the transaction. The cards that are available for you to use will be shown on a list on screen. The card you choose to use with the Card Reader doesn’t have to be linked to the account you are moving money to or from, but must be a Co-operative Bank debit card if you are a Co-operative Bank customer or a smile debit card if you are a smile customer.
The card you use is simply to confirm that you are the account holder and no funds will be taken from it.
From the list on screen, choose the card that you wish to use to confirm your identity. You will need to identify yourself by entering the PIN for this specific card in the Card Reader device after following the next steps...
Put your debit card into the slot at the top of the Card Reader, with the chip facing you and downwards. The debit card you choose to use with your Card Reader doesn’t have to be linked to the account you are moving money to or from.
Press the respond button on the Card Reader.
Enter the PIN of the card that you are using into the Card Reader and press OK.
Security tip: Make sure that no one is watching you when you enter your PIN.
Enter the 8-digit number shown in the orange box on the web page into the Card Reader. Important: Check that the last four digits match the last four digits of the beneficiary account number. If they don’t match, DO NOT continue and call Customer Services straight away.
Type the 7 or 8-digit passcode generated by the Card Reader into the two boxes shown on the web page and click OK.
At this point your transaction will be validated and confirmed.
If you get an error message, check that you are using a correct card and that you have entered the passcode correctly.