PIN and Security FAQ’s

PIN
How do I change my PIN?
What if I forget my PIN?
How should I keep my PIN safe?

Security
What should I do with the card packaging?
When should I sign my card?

How do I change my PIN/What if I forget my PIN?

You can change your PIN or set up a new PIN through My Account or if you Contact us. You will be asked to confirm a number of security details that you provided at the time of purchasing your card.

If you have a chip and PIN card the option to change your PIN is currently not available.

For security reasons, the PIN is stored on the chip incorporated into your card. This means if you forget your PIN, you must Contact us for immediate assistance, where (upon confirmation of your security information), we will reconfirm your PIN or provide you with a replacement card or emergency funds.

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How should I keep my PIN safe?

It is important to memorise your PIN to prevent unauthorised card use. We recommend that you change your PIN to a number you can easily remember. If you must write it down, disguise it and keep it separate from your card in a secure location. Do not disclose your PIN to anyone. Please refer to the Preventing Fraud section. If you have a chip and PIN card the option to change your PIN is currently not available.

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What should I do with the card packaging?

If your card was issued to you with a PIN at the time of purchase, you must memorise the PIN and destroy the packaging. We recommend you change your PIN immediately to something that you can easily remember. Try to avoid obvious combinations such as your date of birth or “1234”. Please refer to the Preventing Fraud section. If you have a chip and PIN card the option to change your PIN is currently not available.

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When should I sign the card?

If your card has a signature panel on the back, please sign your card immediately in permanent ink pen. Please refer to the Preventing Fraud section.

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