Using your VISA debit card

A VISA debit card lets you make secure, real-time payments directly from your bank account. From online shopping to everyday purchases, it's a widely accepted, convenient alternative to cash or credit. This article covers how it works and what to keep in mind when using it.

Enhanced Online Security with Visa Secure

When making certain online purchases with your new card, you'll see a Visa Secure page (Screengrab) requesting:

  • An 'SMS One-time password' - we'll send this to your registered mobile number
  • Your 'Personal Static password' - This is the first 6 digits of your Telephone Banking password. For example, if your Telephone banking password is 'Peckham123', you would enter 'Peckha'.
Need to set up or reset your telephone password? Call us on 020 3773 1751 (9:00 am-5:00 pm Monday-Friday).
 
 

Disallowed Transaction Types

To protect both you and other members, as well as to reduce the risk of financial crime, your new card cannot be used for the following types of transactions:

  • 4829 - Money orders and wire transfers
    Examples: 'topping up' another bank account using your card, transferring money to someone else using money transfer services such as Western Union, MoneyGram or Wise
  • 6050 - Quasi-Cash
    Examples: Using your card to purchase physical cash at a travel money counter or bureaux de change, purchasing cryptocurrency or loading a cryptocurrency wallet, buying chips or credits at a casino, or purchasing a travel money card or other types of pre-paid cards.

If you attempt to use the card to purchase from a merchant providing these services, the transaction is likely to be declined.

 

Other Key Information

Updating saved payment details and subscriptions

After receiving a brand new card, you'll need to manually update your card details for:

  • Online subscriptions (like Amazon Prime or Netflix)
  • Any websites where you've saved your card information

Direct Debits (such as rent, energy, or utility bills) will continue unchanged.

Managing Your Card

Your VISA card comes with some new features designed to make your card easier to manage:

  • View your PIN directly through the mobile app (coming soon)
  • Instantly freeze or unfreeze your card via the app or by calling us

Your card may automatically freeze if:

  • Your PIN is entered incorrectly too many times
  • The card is reported lost or stolen
  • We detect suspicious activity

If you forget your PIN, you can:

  • Check it in the mobile app

Can I add my new card to Apple Pay and Google Wallet?

We understand your anticipation for Apple Pay and Google Wallet services. However, these features will remain unavailable until mid-2025. We appreciate your patience and will keep you updated on any developments.

Need Help?

If you experience any issues:

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