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Card payment support

Using your cards safely & getting help

Find the help you need

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

Need help with a subscription?

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A problem with something you've paid for?

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Don't recognise a payment?

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Need help with a Travel account payment?

If you need help with a Travel account payment simply

  • Log into your mobile app
  • Select the Travel account transaction you need help with
  • Click on ‘Report a dispute, fraud or scam.
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A problem with using your debit card in a UK cash machine

If you would like to dispute a UK Debit Card cash machine transaction, go to CORA on the right of your screen and type ‘ATM dispute’, or alternatively call our Telephony Banking team using the number on the back of your card.

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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.

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.

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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.

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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.

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.

Click ‘Get help with a subscription’ to begin.

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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.

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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.

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. Or, you can use the button below to check the list of common retailers.