Question 1

What should I do if I forgot my card PIN?

Accepted Answer

You can freeze your card temporarily in the app. If you find it, unfreeze it in the app. If not, you can request a replacement through the app. Your new card will arrive within 7 working days.

Question 2

What should I do if I lost my card?

Accepted Answer

You can freeze your card temporarily in the app. If you find it, unfreeze it in the app. If not, you can request a replacement through the app. Your new card will arrive within 7 working days.

Question 3

How do I add my card to Apple Pay or Google Pay?

Accepted Answer

It takes under a minute, straight from the app. Open the Cards section, choose the card you want to add, then tap the Apple Pay or Google Pay button and follow the steps on screen. Once it&#8217;s set up, you can pay with your phone anywhere contactless is accepted.

Question 4

What should I do if I spot a charge I don't recognise?

Accepted Answer

You can raise it yourself in the app, no call needed. Open your transactions list and tap the charge you want to dispute, whether it was made in store, online, or at an ATM. Then tap Dispute transaction. A small fee applies. Our team will review your case and get back to you within 45 to 60 days. We&#8217;re here with you until it&#8217;s resolved.

Question 5

Where do I find my IBAN?

Accepted Answer

Your IBAN is ready in the app whenever you need it. Choose the account you want the IBAN for, then tap the IBAN icon in the box that shows your account details. Your IBAN is copied to your clipboard right away, ready to paste wherever you need it.

Question 6

What happened to my transfer?

Accepted Answer

You can follow your transfer every step of the way in the app. Once you&#8217;ve made it, open the transfer to see exactly where it is, from the moment it leaves your account until it reaches its destination. No need to call and wait for an update.

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