When will I get my new card? 

If your current card is about to expire, then we’ll automatically send you a replacement card at least 2 weeks before it’s due to expire at the end of the month.

You can still use your card until the last day of the month that’s printed on the front. For example, if your card expires 10/24, that means that your card won’t expire until the end of October 2024. 

Please see our ‘Where is my new card?’ section below for details on how to order a new card. 

If you reported your card as lost, stolen or damaged and are waiting for a replacement, then your new card should arrive within 4-5 working days. 


Where is my new card? 

Any new cards will be sent to the address we have for you on our records, so it’s worth checking that your address is up to date. See our change of details page to find out how to take a look at and update your address. 

  • If your card is close to expiring or has expired and your new one hasn’t arrived, please report your card as lost or stolen and we’ll send you a new one.
  • If your new card has already been sent to the wrong address, you should change your address and report it as lost or stolen for a replacement card to be sent.

If you’ve reported your card as lost or stolen but it still hasn’t arrived and the address we have for you is correct, you can get in touch with us. To do this, visit our contact us page and get in touch with us using your registered number, which will be faster for you. 


Visa to Mastercard®: What you need to know 

We’re moving our debit cards from Visa to Mastercard. If you currently have a Visa debit card, the next card we send you will be a Mastercard. Your new Mastercard card will work in the same way as your old Visa card.


How does my new card affect payments?

Because your card number has changed, check that your card details are up to date on:

  • any websites that you regularly use
  • annual subscriptions, such as car insurance 
  • recurring transactions, such as TV subscriptions like Netflix or Amazon Prime. 

A new card number won’t impact Direct Debits or standing orders. 

Your PIN will be the same as the one you use now unless we’ve said we’ll send you a new one.

If you use mobile payments, you’ll need to set up your new card in your digital wallet if you use Apple Pay, Samsung Pay™, Google Pay™, Fitbit Pay or Garmin Pay™.


How do I activate my card?

If you have a new debit card, you can use it right after you’ve signed the white strip on the back. You’ll need to make a purchase at a Chip and PIN machine or use a cash machine to activate contactless card payments. 

If you have a credit card, you can activate it in Online Banking. You can also activate it through our 24/7 chat service, available in both Mobile and Online Banking. Please visit our activating your card page for step-by-step instructions. 


Dormant cards

If you haven’t used your debit or cash machine access card for more than 10 consecutive months, we won’t automatically replace it. 

We’ll send you a letter asking you to make a transaction on your current card so that we know to send you a new card. 

If you don’t make a transaction with your current card before it expires, then we won’t send you another. 

Alternatively, please contact us if your card has expired and you’d like a new one.


I need help with my card 

If you have a question about your card, please visit our contact us page for more answers. Or see a few of our most common suggestions below. 

 

Apple Pay is a trademark of Apple Inc. Google Pay is a trademark of Google LLC. Samsung and Samsung Pay are trademarks or registered trademarks of Samsung Electronics Co. Ltd. Use only in accordance with the law. Samsung Pay is available on selected Samsung devices. Garmin Pay is a trademark of Garmin Ltd. or its subsidiaries.
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