Help & info
Just type in your query, or have a look at the list of popular questions below.
Can I have two Card Readers?
Yes, to order a second card reader at no extra cost just send us a secure message or call us.Learn more
Do I need a different/new PIN to use the card reader service?
No, you'll need to use the PIN you normally use for your credit or debit card.Learn more
How do I request a new Card Reader?
You can start a chat using our chat service, send us a secure message via online banking or you can call us on +44(0)3457 212 212.Learn more
Can I use any Card Reader?
Yes, Card Readers are universal.Learn more
I hold more than one account with yourselves, can I use one card reader for all accounts?
Yes. Our card readers aren't account-specific.Learn more
How do I change the battery on my Card Reader?
How do I change the battery on my Card Reader?Learn more
How will I know which card to use with my Card Reader?
Your online banking screen will list the cards you can use with your card reader.Learn more
If my card is damaged, can I use it with my card reader?
If your card is damaged in some way, it may not work in a card reader (even if it's still working in ATMs).Learn more
If I don't want to use a Card Reader will I still be able to use Online Banking?
Yes, but there maybe certain transactions that cannot be carried out.Learn more
I'm trying to pay an existing recipient. Why am I being asked to use my card reader?
If you've altered a payment reference, you'll need to use your card reader to complete that payment.Learn more
I've lost my Card Reader or my Card Reader is not working anymore, can I have another one?
Yes, you just need to start a chat using our Live Chat service, send a secure message via online banking or call us on +44(0)3457 212 212.Learn more
What should I do if I get my PIN wrong when using my Card Reader? Will it block my card?
If you get your PIN wrong three times in a row, it will need to be unblocked before this is useable again.Learn more
When do I need to use a Card Reader?
You need a card reader online when performing certain transactions online such as setting up a new standing order, bill payment or amending contact details.Learn more
My card reader isn't working?
When using your card reader, please ensure you are following the instructions on the demo. If you're still experiencing problems, contact us.Learn more