Card payment help

Using your cards safely & getting help

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How we can help

Need help with a subscription?

Got a problem with something you’ve paid for?

Report fraud

Find the help you need

Choose the option that best suits the support you're looking for.

Need help with a subscription?

Subscription payments are set up when you give your card number to a retailer to pay for an ongoing service. For example Netflix, Spotify, Amazon, or a credit score service. Subscriptions can start straight away or after a free trial.

Some important things you need to know

Why did subscription payments start after a free trial? Close

Why did subscription payments start after a free trial?

Have you ever heard of the phrase 'The best things in life don't come for free'?

Often, retailers who use subscription services will state within their terms and conditions that the first payment you make signs you up for an ongoing subscription. Subscription payments tend to be taken weekly, monthly or annually. This is so the retailer can debit your account on the assumption you don’t want to cancel it.

This is great when you are happy with the service and want the ease and convenience a subscription can offer, but it's important to be aware of what to look out for when considering signing up to a subscription.

Commonly, when you sign up it will be at a reduced price, and when the free trial ends, they’ll charge the full subscription fee. Its also important to read the small print when buying items that are ‘pay delivery only’ free trials. Often this occurs with diet and health products.

Do you want to cancel a subscription payment?

The quickest way to cancel the subscription is to contact the retailer directly. Normally you can find the contact details needed to do this on their website.

Will subscription payments stop if I order a new card? Close

Will subscription payments stop if I order a new card?

No - we like to make the process of receiveing a new card as easy as possible for you.

Therefore, when you cancel your card, any subscription payments you aleady have set up automatically move over to your new card. This prevents you needing to re-enter new card details whenever you replace your card.

The same applies for auto-renewal payments including yearly insurance premiums.

Can a retailer still take subscription payments even if I ask you to try to stop them? Close

Can a retailer still take subscription payments even if I ask you to try to stop them?

We will always do our best to try to stop the subscription against the retailer. However, on rare occasions a payment can still debit your account. For example, this can happen when retailers change their name. If this happens, you can use our easy online form to cancel the payment.

What's the difference between subscription payments, standing orders and direct debits? Close

What's the difference between subscription payments, standing orders and direct debits?

A subscription payment is an agreement between you and a retailer which allows the retailer to automatically take a recurring card payment from you for the service they provide. For example a music streaming service.

A Direct Debit is an instruction from you to your bank which gives a retalier permission to take money from your bank account for a service they are providing you, on a date previously agreed with you. For example a council tax or utility bill payment.

A standing order is an instruction set up by your bank or building society on your behalf which will send money to a specified account on a regular basis. You can specify the amount you wish to pay, how often, for how long, and what reference appears on statements. You can set it up for a specific number of payments or cancel it when you no longer need it. For example to transfer money regularly into your savings account.

I want to end a subscription payment

The quickest way to cancel a subscription payment is to contact the retailer directly. Normally you can find the contact details needed to do this on their website.

Click ‘Get help with a subscription’ to begin.

Get help with a subscription

I cancelled a subscription or free trial but the company still took payments

If you’ve asked the company to put things right but you still need help, we might be able to help you get your money back.

Click ‘Get help with a subscription’ to begin.

Got a problem with something you’ve paid for?

A dispute is a way for us to try to get your money back if there’s a problem with something you bought using your card. It’s sometimes called a chargeback. Mastercard and Visa set the rules about how we can help.

Some things to check before getting started

What payment can I raise a dispute for? Close

What payment can I raise a dispute for?

A retailer dispute, sometimes referred to as a chargeback, is a way for us to try and recover your money in the event something goes wrong with a card payment.

Some examples of scenarios where we can help are:

You paid for flight tickets, but the flight was cancelled by the airline before you expected to travel.
You ordered a pair of white trainers online, but the trainers you received are red and the wrong size.
You paid for a dress, changed your mind and returned the dress, but you have not received a refund.
You tried to get cash out of a cash machine, but no cash came out and your account has still been charged.
You paid the bill in a restaurant, but you have been charged twice.

Whilst we do our best to help resolve a dispute, there are some scenarios where we are unable to assist. Some examples of scenarios where we’re not able to assist are:

You want to dispute a payment, but you have not tried to resolve with the retailer first.
You want to dispute a payment, but the payment is still pending on your account.
You want to dispute a payment for perishable goods, for example food or flowers.

Can I raise a dispute for a purchase I made using Google Pay or Apple Pay? Close

What are my consumer rights when using my credit card? Close

I don’t recognise a payment on my account and think it might be fraud Close

I don’t recognise a payment on my account and think it might be fraud

We know it can be worrying when things don't look quite right, but please know we are here to help.

There can be a number of explanations when a payment appears on your account that you might not immediately recognise. To help you, we have added the most common retailers here, please explore these before reporting a payment as fraud.

I want to dispute a payment

You need to give the retailer a chance to put things right. They’ll usually solve a dispute much quicker than we can.

If the retailer can't resolve your dispute, we might be able to help you get your money back.

Get help with a dispute

I’ve been charged more than once

First, we encourage you to check if it might be a subscription payment.

If you have completed the above step and it is not a subscription payment and you have indeed been charged twice for something, you need to give the retailer a chance to put things right. They’ll usually solve a dispute much quicker than we can.

If the retailer can't resolve your dispute, we might be able to help you get your money back.

Click ‘Get help with a dispute’ to begin.

Get help with an unrecognised payment

There can be a number of explanations for a payment that you might not immediately recognise and we’ve added the most common ones here, please check these before reporting it as fraud.

Remaining safe

Push notifications Close

How can debit card transaction notifications (push notifications) help protect my debit card?

Once you opt-in for this feature on the mobile app, when you use your debit card you will receive an notification detailing the amount spent, the merchant and the card you used. This should help you identify unrecognised transactions sooner.

You can simply opt-in through your mobile app:

1. Open your mobile app.

2. Go to My Profile by selecting the icon at the top right corner

3. Tap on ‘Settings’

4. Tap on ‘Alerts’

5. Select ‘Notification preferences’ from the menu and then enable ‘Transaction notifications’

App available to customers aged 11+ with compatible iOS and Android devices and a UK or international mobile number in specific countries.

Find out more about transaction notifications

How we protect you Close

Stay safe from fraud Close

Stay safe from fraud

When making card payments, you want to know you are using secure payment services. This means making sure that you:

Only enter your card details on secure websites
Always shield your PIN in shops or at cash machines
Be aware of public Wi-Fi hotspots and the potential risks
Be aware of vishing scams (telephone scams)
Be aware of phishing scams (email scams)
Be aware of smishing scams (text scams)
Be aware of ATM fraud and know how to stay safe

See our fraud guides for information about the different types of fraud and tips to keep your data protected.

Secure Banking Promise Close

Secure Banking Promise

Whether banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise:

We'll refund any money paid out of your account, as long as you've kept your security information safe
We'll protect you 24/7, by monitoring your account and using the latest technology to keep you safe
We'll help you protect yourself, with tips on staying secure and free tools for extra protection

Learn more about our secure banking promise.

Get help identifying a transaction with our list of common retailers

Some retailers use trading names that are different to their official business name. This can include companies selling on ebay or Amazon.

A quick internet search can help.

Common retailers

Using your cards safely & getting help

Find the help you need

Need help with a subscription?

A problem with something you've paid for?

Don't recognise a payment?

Need help with a subscription?

Some important things you need to know

I want to end a subscription payment

I cancelled a subscription or free trial but the company still took payments

Got a problem with something you’ve paid for?

Some things to check before getting started

I want to dispute a payment

I’ve been charged more than once

Get help with an unrecognised payment

Remaining safe

Get help identifying a transaction with our list of common retailers

Something else we can help you with?