Frequently Asked Questions

  •  How to change your credit card PIN

    There are several ways to change your credit card PIN and which method you need depends on why you need to change it.



    • If you’re finding it difficult to remember your PIN or you’re worried that someone else knows your number, you can change your credit card PIN quickly and easily at most cash machines.

       

      To change your PIN at a cash machine:

       

      1. Insert your credit card and type your current PIN

       

      2. Select ‘Other services’ or ‘PIN services’ and follow the on-screen instructions

       

      3. Enter your new PIN twice and confirm
      That’s it – you’ve set your new PIN.

    • If you’ve forgotten your PIN, you won't be able to change your number at a cash machine. For security reasons, you’ll need to call us on 0333 220 2691* – we’ll send you a new PIN in the post.

    • To keep your account secure, we send your card and PIN separately. If you’ve received your card, your PIN should follow in the next few days. If you haven’t received your PIN, please call us on 0333 220 2691*.

    • There are some simple things you can do to reduce your chances of falling victim to credit card fraud.

       

      1. Never share your PIN with anyone or let anyone else use your credit card

       

      2. Don’t write down your PIN details

       

      3. Don’t make your PIN too obvious – avoid combinations that could be guessed easily, such as a family member’s birthday or your wedding anniversary

       

      When you use your card:

       

      1. Use your hand or wallet to shield your PIN from view when you use a chip and PIN or cash machine

       

      2. Refuse help from strangers when you’re using a cash machine and be aware of what’s going on around you – if anyone is behaving suspiciously, use another machine

       

      3. Look out for signs that cash machines have been tampered with, such as if the card slot looks different – if it doesn’t look right, don’t use it

    • Your CSC (Card Security Code) is the last three numbers on the signature strip on the back of your card. You'll generally only need it when you're paying for something on the Internet or over the phone. This code is sometimes also known as a CVV.

       

      You should never be asked for your PIN when buying online or making a mail order. However, you may be asked for your CSC.

       

      Aqua card back

       

      You should only ever give out this information when you are sure of the credentials of the person or website asking for it.

       

      The CSC is also different to Mastercard SecureCode, which is an additional online security measure for Mastercard credit cards, such as Aqua.


*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.