Card-Reader

Does my Card-Reader need to be activated before I can use it for the first time?

Yes. First, you will need to pull out the plastic tab that protects the batteries. Then log in to Digital Banking as normal, and select 'Enable Card-Reader' under the 'Change Settings' option on the left-side menu.

Which way do I insert my card into the Card-Reader?

Fully insert your card into the back of the Card-Reader, with the chip facing you and at the bottom of the card. If you insert it the wrong way, the display panel will show a 'CHECK CARD' error message. Simply remove the card and try again. When your card is inserted correctly, you'll see the message 'SELECT FUNCTION' on the display. To proceed, press the RESPOND button.

I have a Mac, or use Linux instead of Windows on my PC. Can I use the Card-Reader?

Yes. Your Card-Reader is powered by batteries and works completely independently of your computer - whatever type of operating system you use. The Card-Reader simply generates a unique code to verify your Digital Banking transaction.

When will I need to use my Card-Reader?

When you are banking online, you may be asked to use your bank card and Card-Reader when you:

• make a payment for the first time online via a payment instruction that you set up separately from Digital Banking
• set up or change a single or regular payment instruction
• create or amend a standing order
• change your PIN or password that you use to log in to Digital Banking

However, you don't need the Card-Reader to simply log in to Digital Banking.

Which PIN do I use?

The PIN you use in your Card-Reader is the same as your card's PIN - the same code you already use for that card at a cash machine or retailer.

Is there any change to the way I log in to Digital Banking?

No, you continue to log in to Digital Banking in the normal way. Your Card-Reader simply adds an extra layer of security when you're arranging certain online transactions, such as third-party payments

Why am I asked to use my Card-Reader for some Digital Banking payments and not others?

We will ask you to verify a payment using your Card-Reader if this is the first time a payment is being made online - and if this is via an instruction that wasn't set up online. You will not need your Card-Reader to confirm further payments using this instruction. Also, you won't need your Card-Reader to transfer money between your own accounts.

Where can I use my Card-Reader?

Your Card-Reader isn't connected to your computer, so you can use it anywhere you choose to do your Digital Banking. Whether you are in the office, at home, on a train or abroad - you can use your bank card and Card-Reader to verify your transactions.

I don't have my Card-Reader with me, how can I make an urgent payment?

You don't need your Card-Reader to arrange a payment to someone that you have already set up to receive online payments. However, if you want to set up a new payment arrangement online, you will need your Card-Reader to verify your new instructions.

Which bank cards do I use with my Card-Reader?

Your Card-Reader uses the latest chip and PIN technology, so we may need to replace one of your debit cards with a new one that contains the new chip. Whenever you need to use your card and Card-Reader, you will see which card(s) you can use in the on-screen drop-down box. If more than one card is listed, check that the card you're using in the Card-Reader matches the one you select on the screen. If you don't have a debit card, we'll send you a Digital Banking card to use in your Card-Reader. When used in your Card-Reader with Digital Banking, your card will only identify you. Please note that some business customers may be able to use a valid personal debit card to transact their business accounts online, but any transactions made will be against the account selected.

Why does the list of cards I can use with my Card-Reader not include all my cards?

The list on your Digital Banking screen will only show cards that have the right type of security chip. You can't change this list yourself, but as more of your cards become suitable when re-issued, they will appear in the list.

What should I do if I don't have a card that matches any of the card numbers listed in the drop-down box on my Digital Banking screen?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953. Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045. We are open every day from 8am to 12pm (UK time). Please have your account number to hand. The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls. Without a suitable card, you will still be able to arrange a payment to someone who you have already set up to receive online payments. However, to set up a new payment arrangement, you will need to wait for a new card for use in your Card-Reader.

How do I set up online payments when my business account has no card?

We will send you a new Digital Banking card. This will only work with the Card-Reader.

Can I use a particular card with my Card-Reader with any of my business and personal accounts?

If you have been issued with only one Customer Number to access all your personal and business accounts, then you only need one bank card to authenticate online transactions on all those accounts linked to this Customer Number. If you have been issued with more than one Customer Number, you will be provided with a separate bank card for each unique Customer Number. You will need to determine which Customer Number is associated with the account(s) you wish to transact upon, and use the appropriate bank card to authenticate certain online transactions. Remember, only one card is required to authenticate online transactions on all those accounts linked to a specific Customer Number.

I have a disability. What happens if I can't use the Card-Reader you've sent?

Please ask about our audio Card-Reader. Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953. Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045. We are open every day from 8am to 12pm (UK time). Please have your account number to hand. The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

Can I use someone else's Card-Reader, even one from another bank or building society?

Yes, but of course you can only use your own bank card and PIN. We recommend you only use a Card-Reader from a source you trust.

What happens with joint accounts? Can we share the same log in details and use the same Card-Reader?

Anyone who operates an account online with us needs to be registered as an individual. We will provide these people with security details - customer number, PIN and password. These details should not be shared or revealed to anyone else.

Any authorised user is entitled to order their Card-Reader online. If they do not already have a suitable card, we will supply one. Cards and Card-Readers are meant for the sole use of each registered user.

What do I do if I have problems using my Card-Reader?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

I've forgotten my card PIN - what should I do?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

What if I don't receive my card PIN reminder?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

What happens if I've lost my Digital Banking card?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

How long will the batteries last?

The batteries should normally last five to seven years (two to three years for the audio version of the Card-Reader). Your Card-Reader will tell you when it's time to replace the batteries. At this point, you can either replace the batteries (2 X CR2032) or order a new Card-Reader from us.
If you decide to replace the batteries, simply remove the battery compartment using a pen, take out the old batteries and insert new ones.

If my Card-Reader is replaced, should I discard the old one?

Please help us recycle your old Card-Reader. Post it free of charge to: FREEPOST, PO BOX 8565, Hinckley, LE10 9AZ

Can you replace my Card-Reader if it is lost, broken or stolen?

Yes - we can issue you with a free replacement. Simply log in to Digital Banking as normal, and select 'Order a Card-Reader' under the 'Change Settings' option on the left-side menu. If your Card-Reader was damaged, please return it for recycling to: FREEPOST, PO BOX 8565, Hinckley, LE10 9AZ

How do I obtain a replacement Digital Banking card?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

What happens if the authorisation code displayed on my Card-Reader is only six or seven digits, rather than eight?

You just need to enter the actual digits displayed on your Card-Reader screen. While normally this code is made up of eight digits, sometimes there may be only six or seven digits.

Why doesn't my card PIN work with my Card-Reader?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

What do I do if the authorisation code is not recognised or is rejected?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

I'm confused by the numbers involved in using my Card-Reader. What's the difference between them?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

If I make a mistake entering a number, do I have to start all over again?

Not necessarily. As long as you haven't pressed OK, you can correct the number by pressing CLEAR to delete the number digit by digit, or simply press CANCEL to erase the complete number.

There seems to be a problem with my Card-Reader - what should I do?

If the Card-Reader is damaged or will not switch on when you insert a debit or Digital Banking card, please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.
If we replace your Card-Reader, please return the old one for recycling to: FREEPOST, PO BOX 8565, Hinckley, LE10 9AZ

Why can't I hear anything through the headphones attached to my audio Card-Reader?

Please make sure you have fully plugged in the headphones into the socket. Then remove your card from the Card-Reader, check that the volume switch is turned on, and finally reinsert your card.

What do I do if I get an error message when I try to activate my Card-Reader?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

When I insert my card, why does my Card-Reader display 'CHECK CARD'?

Try inserting the card again, with the chip facing you and at the bottom of the card.
You may have inserted an unsuitable card. You need to use one that matches the card number(s) shown on your Digital Banking screen. If you have more than one suitable card, you can select one from those listed in the on-screen drop-down box.

What do I do if my Card-Reader displays: 'WRONG CARD'?

Remove the card and try again by inserting a card that matches the card number(s) shown on your Digital Banking screen. If you have more than one suitable card, you can select one from those listed in the on-screen drop-down box.

What do I do if my Card-Reader displays: 'CARD ERROR 1, 2 or 3'?

This means there is a problem with your card chip. Please contact us to report your card as damaged, so we can arrange a new one for you.
Call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

What do I do if my Card-Reader displays: 'BATTERY LOW' or 'NO POWER'

These messages tell you that your Card-Reader will stop working after a few more uses. You can then either replace the batteries (2 X CR2032) or order a new Card-Reader from us.
If you decide to replace the batteries, simply remove the battery compartment using a pen, take out the old batteries and insert new ones.
To order a new Card-Reader, log in to Digital Banking, and select 'Order a Card-Reader' under the Change Settings option on the left-side menu.

On my Digital Banking screen, I've entered the code number displayed on my Card-Reader but I've had an error message - what has gone wrong?

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.

My Card-Reader is displaying 'LAST PIN TRY' - what does this mean?

Your Card-Reader gives you three chances to enter your card PIN correctly - the same PIN you use when shopping with your card. After three tries, your card is automatically locked to protect you. To help you avoid this, your Card-Reader shows you if you've reached your last PIN try. At this point, you need to press OK before you can key in your PIN for the third time.
To unlock your card, simply visit any of our cash machines. Select 'PIN Services' then the 'PIN Unlock' option.
You can use another card in the Card-Reader, if it's suitable for this use.

When I insert my card, why does my Card-Reader display 'SELECT FUNCTION'?

Your Card-Reader is simply prompting you to press the RESPOND button, allowing you to verify your transaction.

What do I do if my Card-Reader displays: 'CHECK CARD' or 'WRONG CARD'?

It's possible that you have inserted the wrong card. Please pull it out and check it matches the card number(s) shown on your Digital Banking screen. If it does match, try inserting it again - making sure the chip is facing you and at the bottom of the card.

My Card-Reader is displaying 'PIN LOCKED CALL BANK' - what should I do?

If you enter the wrong card PIN into the Card-Reader three times, the PIN will lock to protect you. This will stop the use of your card.

Please call our Enhanced Security Helpdesk on 0845 300 6433. Outside the UK dial +44 161 931 9953.
Customers with hearing and speech impairments can contact us by Minicom number 0845 900 5960. Outside the UK dial +44 141 308 8045.
We are open every day from 8am to 12pm (UK time). Please have your account number to hand.
The maximum call charge is 4p per minute from a BT landline, other networks may vary. To maintain a quality service, we may monitor or record phone calls.