My PIN isn’t Working

The best thing to do is confirm you have the correct PIN. 

You can get your PIN via a text to your phone: 

In the website 

  • Log into your account and click welcome at the top right of the page 
  • Click PIN retrieval and follow the prompts 
  • We'll text you your PIN 

In the app 

  • Tap the My Card tab 
  • Tap Get PIN and follow the prompts 
  • We'll text you your PIN 

Or you can call 020 3053 6610 (from the UK) or +44(0)20 3474 0747 (from outside the UK) and follow the instructions. You will need your card number and date of birth, and your PIN will also be read back to you once your card has been activated. 

To unblock the PIN, find an ATM which has the PIN unblock functionality and follow the prompts.  

We would recommend using an ATM associated with a major bank as they usually offer this service, rather than an independent ATM as we cannot guarantee this function will be available.  Alternatively, you can withdraw cash using the correct PIN from an ATM after midnight (GMT), which will unblock the PIN, allowing you to continue to use your card as normal following the successful transaction. Clickhereto find the nearest ATMs to you. 

Remember,if youve been issued a replacement card you will also have a new PIN, so double check you are using the right PIN for your card.  


Submit a Request

If you can't find the answer you are looking for please submit a request to our customer support team.