Over the past 12 months, we have been gradually sending members new debit cards and PINs.
This article contains everything you need to know about what is going on and why, as well as where to get help if you need it.
In this Article
- If you've received a new card but no PIN
- If your card has been sent to a previous address
- If your card hasn't arrived
- If you've accidentally blocked your card
- Contact us / Request Help
- We are in the process of upgrading our card systems. To make this work, we need to replace some of our older debit cards with ones that use newer technology.
- You may have been sent a replacement card and a new PIN number in the past few months, even if your old one wasn't due to expire.
- We need you to activate your new card and PIN as soon as you receive them, as your old one will stop working soon.
Why is this happening?
Like most banks, we work with an external card issuing company to provide our debit card service. They are moving to a different IT system that runs on newer technology. Because of this, we need to issue new debit cards with new card numbers and a new PIN number.
Over the past few months, we have been gradually moving everyone across by sending them a new card and PIN.
Should I have received a new card?
You may be viewing this article because we have sent you an SMS text message asking you to activate your new card. If you've got one of these but don't remember having received a card or PIN, please let us know so we can sort it out.
If you haven't heard anything from us, don't worry: your card may already have been updated earlier in the year - if so, there is nothing you need to do.
Why activating your card is important
It is important that you activate your new card and start using it as soon as you get it. You should also let us know without delay if you were due to receive a card and you don't have it working yet.
This is because all old cards will stop working by the end of October. We really don't want you to be stuck without a card, so it is important to activate the new one right away.
My card has been sent to a previous address
All cards and PINs will be sent to the registered home address on your account, so you must check this is up to date. When we text you, we will confirm the last three digits of the postcode the card will be going to.
If you have moved recently or your registered address needs to be corrected, please let us know immediately. Even if the card has already been sent to your old address, we can cancel the card and, after helping you update your address, send out a new one.
Updating My Address
If you've received a new card but no PIN
Your new card comes with a brand-new PIN, which will arrive separately. In a small number of cases, member have reported receiving their new card but not their PIN.
If this happens, please let us know immediately so we can reset the PIN and send you a new one by SMS text message. Please don't try to use your old PIN with your new card--it won't work, and you may end up blocking your card.
If your card hasn't arrived
All cards have now been sent out, so if you were told to expect a new card and it still hasn't arrived, now's the time to get in contact. We will help you find out what happened, and if we need to, cancel the card and send another one to your correct address.
Where to get help
We know these sorts of changes can be tricky, especially if you are less confident or familiar with financial matters or IT. If you need help or have any questions, our phone and helpdesk team are ready to help.
We have set up a dedicated online form which will make sure we have all the information we need to help you quickly. You can also call us 9am-5pm Monday-Friday.