Where can I find help for a problem with my debit card?

If you have had a problem with a debit card, please see the following:

Debit card

I still haven’t received my debit card

When your debit card will arrive can very depending on a range of circumstances, you can view our debit card FAQ for further information on each of these.

My debit card has been lost, stolen or damaged

You can report this online using Digital Banking or by following this guidance.

My debit card is blocked

• If your card has blocked during a Chip & PIN payment in retailer you need to visit an Royal Bank of Scotland or Natwest cash machine. Insert your card and go to PIN services to unblock if PIN is known or order PIN re-advice if not known.
• If you have entered your PIN wrong at an cash machine and blocked it you will need to contact our telephone banking team(opens in a new window) to order a PIN re-advice and wait for it to unblock overnight. If you do know your correct PIN you will be able to use it next day, if not you will have to wait for the re-advice to be received.

I don’t recognise a Visa debit transaction

• If you need further information on a debit card payment you don’t recognise you can view our "how do I query a Visa debit card payment?" FAQ

I need help with using my debit card abroad

• You can get more information on how to use your Debit Card Abroad on our debit card support page(opens in a new window) – remember, you should always let us know before you travel if you do wish to use your card abroad to help prevent any issues or delays with the services you require.

Debit card PIN

• For help with changing the PIN for your debit card, view our debit card FAQ
• If you have blocked your debit card at a cash point and aren’t sure what to do next, view our cash point blocked FAQ or our retailer blocked FAQ if it has been blocked in a shop
• If you have forgotten your debit card PIN you can view our debit card FAQ

Contactless payments

I had a problem with a contactless debit card payment

• The limit for contactless payments is £100 per transaction although some individual retailers may have their own limits
• Contactless payments can take up to 4 days to debit from your account and effect your available balance, some may take even longer.
• Some contactless payments don’t show on your balance immediately, for further information on how this works view our contactless FAQ
• View our debit card – contactless page(opens in a new window) for further information and guidance that may help you to avoid going into an unauthorised overdraft when using contactless payments.

Debit card charges

Information on what debit card charges may apply

You can find our rates & charges page here for full guidance on how it works and the associated charges that could apply

Remember – you can view our debit cards page(opens in a new window) for general information on debit cards.

If you just need further information on how long payments take to leave/credit your account please view our payments support page.