What you should know about your new Debit Mastercard®

Whilst Mastercard is also known for credit cards, this is your replacement NatWest debit card. It works in the same way as your previous debit card, and can be used around the world wherever you see the Mastercard symbol.

You can personalise your cards and add helpful descriptions such as ‘Bills Account’ and ‘2^nd Account’ which will sit alongside the cardholder name. Just get in touch and we would be happy to add a narrative to the card.

When your debit card is about to expire, we’ll send you a new one.

Your replacement card will arrive at least one week before the existing card is due to expire. Your card will expire on the last day of the month in the year printed on the front of your card. It’s shown as 'Expires End MM/YY'.

When you receive your new card, please destroy your old card securely

Please note: If you haven't used your card for a period of at least 13 months prior to expiry, we don't automatically replace it. But if, at any time, you decide you want a card, just get in touch and we would be more than happy to order you one.

Your normal PIN for your Visa Debit card will still be the same for your Debit Mastercard. 

Transaction rates and charges for your Debit Mastercard will stay the same as your Visa Debit card charges. Visit our account fees and charges (PDF, 695 KB) for more information. 

Refunds work the same way as they would do with your Visa card. How long it takes to get your refunds will usually depend on the retailer.

You are still eligible to claim a refund for any purchase you made with your old Visa card, in line with the merchant’s refund policy, using your Mastercard. If the merchant says that they cannot refund to a different card and ask for the card matching the part numbers on the receipt. You should explain that this is a replacement card you have received from the bank and that it is for the same bank account.  

Mastercard SecureCode helps verify your purchases and works just the same as Verified by Visa. You could be asked to authenticate your identity via one-time passcode or biometrics and you’ll also have the same rights if you need to dispute a transaction.

To find out more about how we protect you from fraud, please visit our Security Centre.

First, check that you haven't frozen your card on the mobile app or online banking. If you have, just unfreeze the card on the app.

​If the card is still frozen after this then contact the Debit Cards Customer Service team on 03457 424 365 from the UK or +0044 289 053 8033 from overseas.  

Remember to add your new card to your Apple Pay or Google Pay™ digital wallet. Your old Visa card stops working after you get your new Debit Mastercard so you need to update your details on your digital wallet and for any other subscriptions you might have.

To use Apple Pay you must be 13 years of age or older. To use Google Pay™ you must be 16 years of age or older. Google Pay™ is a trademark of Google LLC. Some retailer limits might apply.