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Card payment help
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Card payment support

Using your cards safely and what to do if you need help with a transaction

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How we can help Open in new window

Need help with a subscription? Open in new window

Got a problem with something you’ve paid for? Open in new window

Report fraud Open in new window

Find the help you need

Choose the option that best suits the support you're looking for.

Need help with a subscription?

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Get the right help to manage a subscription Open in new window

A problem with something you've paid for?

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Get the right help to dispute a payment Open in new window

Don't recognise a payment?

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What to do before reporting a fraud Open in new window

Need help with a Travel account payment?

If you need help with a Travel account payment simply

Log into your mobile app
Select the Travel account transaction you need help with
Click on ‘Report a dispute, fraud or scam.

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A problem with using your debit card in a UK cash machine

If you would like to dispute a UK Debit Card cash machine transaction, go to CORA on the right of your screen and type ‘ATM dispute’, or alternatively call our Telephony Banking team using the number on the back of your card.

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Need help with a subscription?

Subscription payments are set up when you give your card number to a retailer to pay for an ongoing service. For example Netflix, Spotify, Amazon, or a credit score service. Subscriptions can start straight away or after a free trial.

Some important things you need to know

Why did subscription payments start after a free trial?

Have you ever heard of the phrase 'The best things in life don't come for free'?

Often, retailers who use subscription services will state within their terms and conditions that the first payment you make signs you up for an ongoing subscription. Subscription payments tend to be taken weekly, monthly or annually. This is so the retailer can debit your account on the assumption you don’t want to cancel it.

This is great when you are happy with the service and want the ease and convenience a subscription can offer, but it's important to be aware of what to look out for when considering signing up to a subscription.

Commonly, when you sign up it will be at a reduced price, and when the free trial ends, they’ll charge the full subscription fee. Its also important to read the small print when buying items that are ‘pay delivery only’ free trials. Often this occurs with diet and health products.

Do you want to cancel a subscription payment?

The quickest way to cancel the subscription is to contact the retailer directly. Normally you can find the contact details needed to do this on their website.

Will subscription payments stop if I order a new card?

No - we like to make the process of receiveing a new card as easy as possible for you.

Therefore, when you cancel your card, any subscription payments you aleady have set up automatically move over to your new card. This prevents you needing to re-enter new card details whenever you replace your card.

The same applies for auto-renewal payments including yearly insurance premiums.

Can a retailer still take subscription payments even if I ask you to try to stop them?

We will always do our best to try to stop the subscription against the retailer. However, on rare occasions a payment can still debit your account. For example, this can happen when retailers change their name. If this happens, you can use our easy online form to cancel the payment.

What's the difference between subscription payments, standing orders and direct debits?

A subscription payment is an agreement between you and a retailer which allows the retailer to automatically take a recurring card payment from you for the service they provide. For example a music streaming service.

A Direct Debit is an instruction from you to your bank which gives a retalier permission to take money from your bank account for a service they are providing you, on a date previously agreed with you. For example a council tax or utility bill payment.

A standing order is an instruction set up by your bank or building society on your behalf which will send money to a specified account on a regular basis. You can specify the amount you wish to pay, how often, for how long, and what reference appears on statements. You can set it up for a specific number of payments or cancel it when you no longer need it. For example to transfer money regularly into your savings account.

I want to end a subscription payment

The quickest way to cancel a subscription payment is to contact the retailer directly. Normally you can find the contact details needed to do this on their website.

Click ‘Get help with a subscription’ to begin.

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Get help with a subscription Open in new window

I cancelled a subscription or free trial but the company still took payments

If you’ve asked the company to put things right but you still need help, we might be able to help you get your money back.

Click ‘Get help with a subscription’ to begin.

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Got a problem with something you’ve paid for?

A dispute is a way for us to try to get your money back if there’s a problem with something you bought using your card. It’s sometimes called a chargeback. Mastercard and Visa set the rules about how we can help.

Some things to check before getting started

What payment can I raise a dispute for?

A retailer dispute, sometimes referred to as a chargeback, is a way for us to try and recover your money in the event something goes wrong with a card payment.

Some examples of scenarios where we can help are:

You paid for flight tickets, but the flight was cancelled by the airline before you expected to travel.
You ordered a pair of white trainers online, but the trainers you received are red and the wrong size.
You paid for a dress, changed your mind and returned the dress, but you have not received a refund.
You tried to get cash out of a cash machine, but no cash came out and your account has still been charged.
You paid the bill in a restaurant, but you have been charged twice.

Whilst we do our best to help resolve a dispute, there are some scenarios where we are unable to assist. Some examples of scenarios where we’re not able to assist are:

You want to dispute a payment, but you have not tried to resolve with the retailer first.
You want to dispute a payment, but the payment is still pending on your account.
You want to dispute a payment for perishable goods, for example food or flowers.

Can I raise a dispute for a purchase I made using Google Pay or Apple Pay?

Paying for things using Google or Apple Pay is quick and easy, but sometimes things don’t go as smoothly as planned. When something goes wrong, we can help.

What are my consumer rights when using my credit card?

Paying for things using your credit card is quick and easy, but sometimes things don’t go as smoothly as planned. When something goes wrong, it helps to know your rights. You can explore your consumer rights by visiting the Government website.

Gov.co.uk consumer rights guide

I don’t recognise a payment on my account and think it might be fraud

We know it can be worrying when things don't look quite right, but please know we are here to help.

There can be a number of explanations when a payment appears on your account that you might not immediately recognise. To help you, we have added the most common retailers here, please explore these before reporting a payment as fraud.

I want to dispute a payment

You need to give the retailer a chance to put things right. They’ll usually solve a dispute much quicker than we can.

If the retailer can't resolve your dispute, we might be able to help you get your money back.

Click ‘Get help with a dispute’ to begin.

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Get help with a dispute Open in new window

I’ve been charged more than once

First, we encourage you to check if it might be a subscription payment.

If you have completed the above step and it is not a subscription payment and you have indeed been charged twice for something, you need to give the retailer a chance to put things right. They’ll usually solve a dispute much quicker than we can.

If the retailer can't resolve your dispute, we might be able to help you get your money back.

Click ‘Get help with a dispute’ to begin.

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Get help with an unrecognised payment

There can be a number of explanations for a payment that you might not immediately recognise and we’ve added the most common ones here, please check these before reporting it as fraud.

Remaining safe

How to spot an unusual payment

Whether it’s credit card payment, charges or bank transactions that you don’t recognise, we’ll show you how to spot and report them.

How we protect you

We’re committed to protecting you and your computer in many ways. Find out more here.

Stay safe from fraud

When making card payments, you want to know you are using secure payment services. This means making sure that you:

Only enter your card details on secure websites
Always shield your PIN in shops or at cash machines
Be aware of public Wi-Fi hotspots and the potential risks
Be aware of vishing scams (telephone scams)
Be aware of phishing scams (email scams)
Be aware of smishing scams (text scams)
Be aware of ATM fraud and know how to stay safe

See our fraud guides for information about the different types of fraud and tips to keep your data protected.

Secure Banking Promise

Whether banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise:

We'll refund any money paid out of your account, as long as you've kept your security information safe
We'll protect you 24/7, by monitoring your account and using the latest technology to keep you safe
We'll help you protect yourself, with tips on staying secure and free tools for extra protection

Learn more about our secure banking promise.

Get help identifying a payment with our list of common retailers

Some retailers use trading names that are different to their official business name. This can include companies selling on eBay or Amazon.

A quick internet search can help. Or, you can use the button below to check the list of common retailers.

View list of common retailers Open in new window

Replacement debit card

We are always working to protect your account from fraud. Occasionally we might send you a new debit card to ensure your account remains safe and secure.

Why have I received a replacement debit card that I haven’t requested and before my existing card has expired?

We proactively issue replacement cards when there is a risk that the details of your existing card have been compromised.

We act quickly to get a new card delivered whilst your existing card remains active with the aim of protecting your account whilst minimising inconvenience to you.

Your new Debit Mastercard®

As we’re switching to Mastercard all our customers will receive a replacement card in new designs. Please visit our dedicated webpage to find out more.

What should I do next?

Start using the new card straight away, with your existing PIN. We’ll cancel your old debit card shortly.
Check your transactions on the Mobile app, Online banking or your regular statements.

If you see a transaction you don’t recognise you can find more information about the retailer and how to report fraud here.

If you want more information about managing your debit card you can find it here.

How do you know my debit card details are at risk of being compromised? Can you tell me how it happened?

Our fraud systems are constantly looking for indications that card details have been compromised. Once detected we do everything necessary to protect your account and one of the steps is to replace your card.

There are several ways your card details could have become compromised or known to another person. A shop you have used online may have lost some of their customer details; another individual may have simply copied your details; or you may have used your card in a shop or at an ATM that had a card skimming device attached to it. These are just a few examples.

Although we can’t tell you exactly how or when your card details might have been compromised, rest assured we are committed to protecting your account from fraud.

How can I protect myself from fraud and scams?

You can find useful information in the Fraud Guides about the more common ways that fraudsters target personal information as well as tips for safer shopping. In summary, we recommend that you:

Watch out for fake ads. Criminals can set up adverts that lead you to dodgy websites, stealing your card details. Use well-known retailers only and type the full web address into a new internet tab instead of clicking on ads.
Ensure you have up to date anti-virus software on your device. We offer Malwarebytes free of charge, you can find more information here.
Research and consider whether the retailer is trustworthy before making a purchase with card details.
Check the retailer website is secure – look out for 'https' or the padlock icon in the address bar.
Never reveal your card reader code or text message passcode to anybody, and never approve a payment in your mobile app that you haven’t made. If somebody is asking you to do any of these things, it’s a scam.
The bank or any trusted organisation will never ask you to move your money to a new bank account or ask you to hand over your bank card and PIN to ‘keep it safe’ or to ‘support a criminal investigation’ - this is a scam.
Stay alert to unexpected phone calls, texts, or emails from anyone claiming to be from the bank or other trusted organisations asking you to disclose or update your contact details. We recommend that before progressing, you should contact the organisation directly on a number or email you trust to ensure the request is coming from a genuine source.
If you’re worried about a fraud or a scam, remember you can call us using the number on the back of your debit card. Consider storing this number in your phone to make it easy to access, or dial 159 to be securely directed to us.

Why have I received a Debit Mastercard® instead of a Visa

We’re switching to Mastercard and all our customers will receive a replacement card in new designs. Please visit our dedicated webpage to find out more.

How can I keep my new Mastercard safe?

Your new card will work in the same way and nothing on your account will change as a result. We won’t be asking you for any personal or financial details, so watch out as these could be a scam. Take a look at some of the tips below to keep your card and account safe and secure.

If your address changes you should tell us immediately and ask Royal Mail to redirect your post. If other people have access to your post, consider collecting it from a local branch.
If you need to update your new card details with any retailers, make sure you go to their website directly and do not rely on links in emails to access their website. If you do, this could be a scam.
When updating your Apple or Google Pay, make sure to do this directly via the digital wallet features on your phone. If you receive an email asking you to do this, it could be a scam.
You need to make a PIN payment to activate your new card, always remember to cover your PIN when you’re using your card in a shop or at an ATM, and never divulge your PIN to anyone. Report any lost or stolen cards or compromised PINs to the Bank immediately.
You should always report any lost or stolen cards to us straight away. You can turn off features, such as contactless, and freeze your card if you have lost it by personalising your card controls within our app.