Your Debit Mastercard

You can update your PIN to something more memorable at an ATM, but you won’t be able to use your Visa debit card PIN, consecutive numbers or repeat numbers, such as 1234 & 1111.

We are contacting customers in advance of their new Debit Mastercard being sent to provide you with all the information you need. If you have provided us with an email address or mobile phone number, we’ll contact you around 7 working days before to let you know that your card is on its way. We recommend that you check we have the correct mobile number and email address for you now – you can do this on our App or Online Banking. This will ensure you get all of the information you need. If you do not receive your card after this time call as soon as you can on 03 456 100 100.

Your personal information can be found laser-printed on the back of the card, which lasts longer than previous embossing.

Your new Debit Mastercard will appear in the ‘cards’ section of the app 24 hours after you have used you card for the first time.

Your Debit Mastercard will arrive ready to use. Once signed, you can start using your new card straight away. If you have been issued with a new PIN, this should arrive shortly before your new Debit Mastercard so that you can start using your new card straight away.

Before using your new Debit Mastercard for the first time you may want to:

• update existing recurring transactions. Although we will try our best to update your regular payments and saved card details, we can’t guarantee that we can do this for all of them. If your current Visa debit card is registered with any third-party companies that take recurring payments, we recommend you contact them to update them with your new Debit Mastercard details
  
• add your new Debit Mastercard to your digital wallet to ensure that your card continues to work on your device. If you already have your old card set up in your digital wallet, please remember to remove that one.
  

To activate contactless you must first make a transaction using your PIN, for example an ATM withdrawal or a transaction via chip and PIN at a retailer. Or, for chip and signature cards, simply make a purchase by signing.

Although we will try our best to update your regular payments and saved card details, we can’t guarantee that we can do this for them all. If your current Visa debit card is registered with any third-party companies that take recurring payments, we recommend you contact them to update them with your new Mastercard details. To help with this, look through recent card statements and transactions.

You might also want to check for the following common examples:

Mobile phone companies – EE, Orange, Vodafone, Three

Power companies – British Gas, EDF Energy, E.ON

Insurance companies – Aviva, Direct Line Group, AXA

Holiday bookings – booking.com, AirBnB, airlines e.g. airport parking bookings Online shopping sites – Groupon, TicketMaster, eBay, AppStore, Apple Music

TV and music subscriptions – Netflix, SkyTV, Spotify

Food deliveries – Deliveroo, Uber Eats, HelloFresh

Fitness and gym subscriptions – Les Mills, David Lloyd Leisure Ltd, Nuffield Health Ride sharing apps – Uber, Addison Lee, Kapten Buy Now Pay Later – Klarna, Clearpay, PayL8r

Charitable donations – Macmillan Cancer Support, The British Red Cross Society, RSPCA

Yes, your PIN will remain the same – unless we told you that you’d receive a new one with your new Debit Mastercard.

If you’ve forgotten your PIN, ordering a new one is easy. All you need to do is contact us on 03 456 100 100 and request a ‘readvice of PIN’ which we will send out in the post.

No, your Debit Mastercard will have a new card number, expiry date and three-digit security number on the back.

Although we will try our best to update your regular payments and saved card details, we can’t guarantee that we can do this for them all. If your current Visa debit card is registered with any third-party companies that take recurring payments, we recommend you contact them to update them with your new Debit Mastercard details.

No, you won’t be able to keep both cards. Your Visa debit card will stop working 30 days from the date printed on the letter when your new Debit Mastercard arrives, or once you have used your new Debit Mastercard for the first time.

If your contactless doesn’t work, it may be because you need to enter your PIN to provide additional verification. Next time you make a payment, you’ll need to put your card in the reader and enter your PIN (or provide your signature) or alternatively you can use it at an ATM to make a cash withdrawal. After that, contactless will work for any further payments you make.

All Debit Mastercards come equipped with contactless technology. If you previously had a non-contactless card, then we have switched the contactless functionality off for you. If you’d like this functionality to be switched on, you can do so within the App or by contacting us on 03 456 100 100. 

No, your refund will continue to be processed in the usual way and shouldn’t be affected.

You have nothing to worry about if you have already paid for your booking in full. If you provided your Visa debit card details but haven’t yet paid, you should contact the hotel or wherever you made the booking in the first instance to see what you need to do. They should be able update the card number on your booking to your new Debit Mastercard.

Your Debit Mastercard is accepted at 37 million merchant locations in more than 210 countries and territories. You can make purchases or get cash wherever you see the Mastercard logo.

Yes. You can use your Debit Mastercard for all types of purchases – large or small, in store or online, at home or abroad.

No, you will continue to only get one statement for your account which will include any transactions you have made with both your Visa debit card and Debit Mastercard. 

Yes, you’ll be able to see all your old Visa debit card statements in the App and Online Banking.

The new card will not affect any Direct Debits or standing orders you have set up.

Your existing Visa debit card will remain frozen in the App. You will be able to use your new Debit Mastercard immediately.

Yes, Mastercard protects you from card fraud with its Identity Check scheme. It’s a free and easy service which gives you an additional layer of security that protects you against unauthorised use of your card when you shop at participating online retailers.

Once you’ve registered, when you make a debit card payment, you will be asked for a one-use verification code that will be sent to your registered mobile device. This verifies you as the cardholder, just like your own PIN does when you use your card in a shop or restaurant. To find out more, visit the Mastercard SecureCode site here Opens an overlay [Will show a security message first]. 

In 2021 we are planning to change our debit card scheme, therefore your debit card will be changing from Visa to Mastercard. To ensure you had a working debit card during this change, we re-issued some Visa debit cards ahead of the original date before the new Debit Mastercards were due to arrive.

We’ve got a plan to bring you better banking and switching to Mastercard is one way we’re doing this, as it gives us new ways to improve the services we’re able to offer you. We’ll be introducing the changes throughout 2021 and will be in touch nearer the time to share the details of what this means for you.

Visa and Mastercard are both individual card network providers that offer the same service in their own unique way. Moving to Debit Mastercard means we’ll be able to improve the digital payment options available to you in our App. In addition to this, you’ll also have the option to take advantage of Mastercard Priceless® experiences, subject to availability at the time, from priceless.com Opens an overlay [Will show a security message first].

No, the move and change of card will not cost you anything.

Your Debit Mastercard will have a new look and new details, including a different card number, expiry date and three-digit security number. Your PIN will remain the same as the one you used with your Visa debit card, unless we told you that you’d receive a new one.

Your 1st Account will not change. Your new Debit Mastercard will feature a new card number, CVV number (3 digits on the back of your card), and expiry date. Your PIN will remain the same – unless we told you that you’d receive a new one with your new Debit Mastercard.

Visa and Mastercard are both individual card network providers that offer the same service in their own unique way. Moving to Debit Mastercard means we’ll be able to improve the digital payment options available to you in our App. In addition to this you’ll also have the option to take advantage of Mastercard Priceless® experiences, subject to availability at the time, from priceless.com Opens an overlay [Will show a security message first].

Your Visa debit card will continue to work for 30 days from the date printed on the letter when your card arrives, or until the first time you use your new Debit Mastercard. If you’re going to be away from your home address for a length of time, or if you’re unable to use your card for any reason, please contact us as soon as possible on 03 456 100 100.

log on to your first direct App

• for iOS phones, tap the three lines at the bottom right of the screen
• for Android phones, tap the three lines at the top left of the screen
• select ‘Profile’ and check your details are accurate or tap the pencil to amend.

The card should be with you within 7 working days of you receiving an email or SMS. If it has been longer than 7 working days since we contacted you, and you still haven’t received it, give us a call as soon as you can on 03 456 100 100.

You’ll receive a new Debit Mastercard for each of the 1st Accounts you hold. When you receive emails and letters about the switch, look for the last four digits of the account number, so you know which account it applies to.

We’ll contact each of you separately to let you know what’s happening. Your new Debit Mastercards should arrive at the same time, within the same letter – unless you have been issued a new PIN or have recently requested a replacement debit card.