Your card

Does chip and PIN only affect UK cardholders?
No - over the next few years countries all over the world will be adopting the new global chip and PIN system. If you're planning to travel overseas, you'll increasingly find that you need to enter your PIN when using your chip and PIN card as other countries change over to the new system.

Why are some people still signing for goods?
It will take some time for all UK banks to rollout chip and PIN cards across the UK, Channel Islands and Isle of Man and for retailers to upgrade their equipment to accept chip and PIN cards. You'll therefore still see people signing receipts for their purchases. However, during 2005 it will become normal practice for you to enter your PIN instead of signing a receipt.

I am visually impaired - can I still use chip and PIN?
Yes - most PIN pads are laid out like telephone pads with a raised dot on the '5'. There may also be different sounds to indicate when you have pressed a key.

I am disabled and can't use PIN - what will I do?

If you can't use self-service machines because of your disability and believe that you won't be able to use PIN, please speak to our staff at your local branch or call us on 08457 404 404 (textphone 08457 125 563). Lines are open from 8am to 10pm every day (except for Christmas Day, Boxing Day and New Year's Day). Calls may be monitored and/or recorded for security and service improvement purposes.

If you can use cash machines or self-service equipment (eg, to make cash withdrawals, to obtain statements etc.) or a push button telephone, you'll find that keying in a PIN at a retailer's till involves a similar process. The only difference when you pay in person is that you'll enter your four-digit PIN instead of signing a sales voucher. Retailers will help guide you through the chip and PIN transaction process. As at cash machines it's important that you always enter your PIN as privately as possible.
We would encourage disabled customers to give chip and PIN a try. Industry research shows that a high proportion of customers with concerns actually found chip and PIN easy to use after their first experience.  

Why do I still need a magnetic stripe on my card?
The magnetic stripe is there to ensure your card can still be used where payment terminals have not been upgraded to accept chip and PIN.

Why do I still need to sign my card?
There will still be occasions where a retailer needs to check your signature. For example where retailers have yet to upgrade their payment equipment to accept PIN, or when paying by cheque supported by a cheque guarantee card.

* If abroad telephone us on +44 1226 261 010 (textphone +44 1792 494 394). Opening hours 8am to 10pm everyday (except Christmas Day, Boxing Day and New Year's Day). If calling from the Channel Islands or the Isle of Man please dial 0845 600 6161.

Your PIN

Will the PIN I use for making purchases be the same as the PIN used for cash machine withdrawals?
Yes. The PIN is the same.

I have never used a bank's PIN before and shall never be able to remember it, what can I do?
Change your PIN to a more memorable number such as a friend's birthday or a relative's house number. It's simple - have a look at the demo.

What happens if someone has found out my PIN and stolen my chip card?
As now, it is extremely important that you report any missing card or any security concerns about your card to your card issuer immediately.

Who else knows my PIN and who is it safe to reveal my PIN to?
No one. The PIN must not be disclosed to anyone. If you are concerned that someone has seen your PIN you should change it immediately.

Will I be asked to use my PIN while overseas?
In those countries yet to adopt chip and PIN you will continue to sign for your transactions as you do today.

Where chip and PIN equipment has been installed abroad you may be asked to key in your PIN.

Before you travel abroad it is very important you know and remember your PIN – you will not be able to change or unlock your PIN at cash machines overseas.

Paying by Chip and PIN

Can I ask someone else to enter my PIN for me?
No. For security reasons, the PIN must never be disclosed to anyone.

When I key in my PIN, does it go electronically to my bank to be matched?
No. The PIN pad passes the four digits you have entered to the card. The chip on the card then determines whether the four digits are correct or not.

Will a record of my PIN be stored in the retailer's equipment?
No, it will not be stored in the PIN pad or the retailer's equipment.

Will my PIN be printed on my till receipt?
No, it will not be printed on your till receipt.

Will my card be swallowed if I get the number wrong three times?
No, your card will not be swallowed, nor will the retailer retain your card because you have forgotten or incorrectly keyed in your PIN.

Can I still get cashback?
Yes, on your debit card.

Can I still give tips?
Yes - a tip can be added before you are asked to confirm the total amount by entering your PIN.

Help us beat fraud and the crime it funds.

For more information about chip and PIN, visit the official chip and PIN website.

If you have any questions about the system or are unable to enter a PIN, please speak to our staff at your local branch or telephone us on 08457 404 404 (textphone 08457 125 563).

If abroad telephone us on +44 1226 261 010 (textphone +44 1792 494 394). Opening hours 8am to 10pm everyday (except Christmas Day, Boxing Day and New Year's Day). If calling from the Channel Islands or the Isle of Man please dial 0845 600 6161.