Card security
Looking after you and your aqua card
What to do if your card is lost or stolen
Let us know as soon as you realise your aqua card is lost or stolen by calling us on 0845 601 0436*. The lines are open 24 hours a day, 7 days a week. If you are calling form abroad or in case of emergency, just ask the operator to reverse the charges to +44 29 20 818079.
We’ll immediately put a stop on your card as soon as you tell us it’s lost or stolen. Please let us know straight away if you see any unrecognisable amounts on your statement as we may not be able to take action if you leave it too long before telling us.
We’ll then order you a new card and it should arrive within 10 days of you reporting your card lost or stolen.
You should also consider whether there’s a chance of identity theft and if so, get a copy of your credit report to make sure there have been no fraudulent applications for credit made in your name. Click here to see your Experian credit report online for free.
Chip & PIN
Chip and PIN offers you greater security than ever before by keeping your transactions secure when you're out shopping.
Your PIN number should arrive in the post separately to your aqua card, within around five days of receiving your card. Let us know if you don’t receive it or you are worried that it might have been stolen.
You should always keep your PIN safe, never carry it with you or tell anyone else what your PIN is – not even aqua customer service advisors. If you are worried that you’ll forget it, change it to something more memorable using the PIN change facility on any ATM machine offering PIN services option.
You will need to use your PIN to withdraw cash or make purchases. If you do forget your PIN, give us a call on 0845 601 0436* and we’ll order you a new one which will be sent in the post to you.
Protect your card
Make sure you keep your Card Security Code safe – that’s the three digit number on the reverse of your aqua card which you’ll generally only need when you’re paying for something over the telephone or on the Internet. Think carefully if you’re being asked for your security code and you aren’t 100% sure of the credentials of the person or website asking for it, it’s always best to check.
Keeping your identity safe
You can be safe in the knowledge that we use the latest technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions. If you are unsure whether a transaction that appears on your statement is authentic, give us a call on 0845 601 0436* and we will investigate further on your behalf.
From time to time we may email you with details of offers, prize draws and general updates to your accounts. We will never ask you to supply personal details in emails. If you do receive a request like this or are worried about the content of emails you receive from us, please let us know straight away on 0845 601 0436*.
You can also do your bit to keep your identity safe from theft. Always tell us if you’re moving house, keep your statements and receipts safe (dispose of them securely) and never disclose your PIN to anyone else. If you’re suspicious that your personal details may have been used fraudulently, it’s always best to obtain a copy of your credit report. Click here to see your Experian credit report online for free.
