Protecting Your Card
It is very important to keep your card and PIN safe at all times.
Read more for some useful security tips to help protect your card and PIN from fraud. You will be able to better protect yourself against fraudsters if you stay vigilant.
Please remember:
- Do not divulge your PIN or Personal Code to anyone.
- We may call you as part of our fraud prevention purposes to verify whether a transaction is genuine or not. However we will never ask you to disclose full security information.
- We will never call or email you to request your PINs or Personal Code.
- Do not respond to calls or emails asking you to divulge your security information.
- Contact our debit card customer service team if you think you may have fallen victim to a suspicious call or email.
We can work together to keep your card safe. You must:
- sign your card when you receive it. If it is a replacement card, please destroy your old card immediately and dispose of it securely;
- keep your card and the number(s) printed on it secure at all times. Do not allow any other person to have or use it;
- keep your PIN and Personal Code confidential and take all reasonable precautions to prevent unauthorised or fraudulent use of your card/MyCard app. On receiving your PIN advice slip, memorise your PIN and then immediately destroy your PIN advice slip. You may wish to change your PIN at any participating ATMs displaying the Visa logo in the UK. Simply insert your card into the ATM and follow the instructions on the screen;
- not disclose your PIN or Personal Code for mail order payments or when paying for goods or services over the telephone or through the internet;
- not disclose your PIN or Personal Code to anyone (not even to the police or us). In particular, do not send any PIN or Personal Code via email or use the same security details for accessing other electronic services (whether provided by us or a third party). Except when authorising transactions and carrying out online banking services, you will never be asked for your PIN or Personal Code in any form, whether by email, telephone or in writing;
- take all reasonable precautions and be alert to the surrounding environment when using your card and MyCard app to ensure that your PIN and Personal Code are not disclosed to any other person;
- keep card payment receipts safe and check your bank balances and card payments regularly. If you suspect that there has been an unauthorised access to your card or MyCard app or a card payment has been debited to your account which you have not authorised or has been incorrectly executed, you must contact our Debit Card Customer Services on +44 (0)20 7208 3818 without undue delay. If you do not tell us about your unauthorised Card payment promptly, and within 13 months of the date the card payment was debited from your account, you will not be entitled to have any amount refunded;
- not use a PIN or Personal Code that are easy to guess. Do not use your passport number, national insurance number, telephone number, date of birth, driving licence number, or any simple sequence (such as 9876 or 1234) as your PIN or Personal Code. Avoid using the same digit consecutively or the same sequence of numbers more than once (such as 1122 or 3838).
If your card is lost or stolen, or if you suspect that someone else knows your PIN, please call our Lost & Stolen Cards hotline immediately on +44 (0)20 7208 3809. Lines are open 24 hours a day, 7 days a week.
