Find out important updates related to our range of services. And, you can also see whether our range of services are running as we expect, if we're aware of any issues, or if we're planning a period of maintenance soon.
In order to keep our systems up to date and add improvements we sometimes need to carry out essential maintenance.
So we don't cause you too much disruption, we do this in the early hours of the morning from 01:55 to 02:30.
When we have essential maintenance planned outside of these times, we will provide an update below and give you the specific times and services affected.
New rules have recently been put in place which means we’ll be asking you to verify online purchases on your card more often. That'll help us check it’s really you making the payment, and make it easier for us to protect you from fraud and scams.
When you shop online, retailers may direct your card payment to a secure 3D portal which is usually a pop up in the website browser or app. This will mean that the retailer can perform the purchase in line with the new rules. Where the retailer isn’t ready to do these checks, your transaction may decline. This isn’t because your card is faulty, but more likely the retailer isn’t ready for the rules.
What you’ll need to do
We may ask you to verify payment in our app or send you a One Time Passcode by text to your mobile number. This means it’s important that your contact details are up to date, so we can contact you quickly and verify your payment smoothly. You can review and amend your contact details within the app or online banking.
We know that some retailers aren’t quite ready for this new regulation. So, if you’ve approved a payment and it is declined, contact the retailer first to see how you can make this payment securely.
Below you'll see whether our range of services are running as expected, if we're aware if any issues, or, if we're planning any updates in the near future.
Service Status Message
We’re really sorry some customers’ accounts are showing debit card purchases twice, meaning their available money will be lower than it should.
We’re doing everything we can to ensure your available money is right.
We’ll ensure no customers are left out of pocket.
We’ve only made the payment to the retailer once, so there’s no need to contact them.
If you need help, you can:
Customer support might be busier than usual, but we’ll try to get back to you as soon as we can.