My card doesn't seem to be working - can you help?

If you are having difficulty using your card for a transaction here are some possible causes and things to check:

  1. Please check the card has been activated. If not activated, please follow the activation instructions.

  2. Are there sufficient funds available on the card?

  3. Is the card locked?

  4. If you using at an ATM:

  • Has the daily limit been reached for the card?
  • check on your transactions for today and the daily ATM limit
  • is the pin correct?
  • does the ATM accept Mastercard?
  • is it a well known ATM machine?

If you are still having problems with your card, please call us Monday - Friday, 08:00 - 18:00(GMT) on +44(0)20 37351735 or email

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