Help & Support

Need help with a question or problem?
Search our FAQs or contact our customer support team 24/7

Browse by category

ecoCard payment card

What is the ecoCard payment card?

The ecoCard is the fastest and most convenient way of accessing money in your ecoAccount. The card is linked directly to your ecoAccount, use it to withdraw at cash machines and spend in shops worldwide using Chip and PIN.*

* Subject to Terms and Conditions.

How do I apply for an ecoCard?

Click "ecoCard" in the left-hand menu. Then click the link that says "Apply now" underneath the "ecoCard" header.

For full instructions of how to apply, please refer to our Step-by-step guide to applying for the ecoCard ®.

How much does an ecoCard cost?

It costs nothing to apply and activate your payment card. Various fees apply for using your card. Please see the ecoCard fees & limits for full details.

Where can I find my PIN?

Once you have activated your ecoCard, you can retrieve your PIN online. Your PIN is needed at cash machines and when making purchases with Chip and PIN.

Should you wish to change your PIN to something more memorable, you can do so at most bank-owned cash machines. Go to "PIN Services" and follow the instructions on screen.

What do I do if I haven’t received my card?

If you haven’t received your card please double-check whether your registered address is up-to-date by looking at your "Personal information" within "Personal Settings". If your details are incorrect, please contact our 24/7 Customer Support Team straight away.

Your card is only issued once your application has been processed. Please allow up to a month for processing and delivery of your card before contacting customer services.

To check whether your application has been processed, log in to your account and click "ecoCard" in the left-hand menu. If your application is being processed, you will see a message that reads "Thank you — we are now processing your application for ecoCard Payment Card".

Should your details be correct, yet you still have not received your card, please contact our 24/7 Customer Support Team for assistance.

What if I can’t retrieve my PIN?

If you can’t retrieve your PIN please double-check whether your email address is up-to-date by looking at your "Personal information" within your "Personal Settings". If your details are incorrect, please contact our 24/7 Customer Support Team straight away.

Should your details be correct, yet you still cannot retrieve your PIN, please contact our 24/7 Customer Support Team for assistance.

How do I cancel my card?

If you no longer want to use your payment card, please contact our 24/7 support team via Live Chat or email and our operator will cancel the card.

Once your card has been successfully cancelled you will no longer be able to use it. You should properly dispose of the card by cutting it in two, ensuring you have cut through the chip in addition to the signature strip.
Should you wish to use the payment card feature in the future you may re-apply in the usual way by clicking ‘ecoCard’ from the left-hand menu.

Please note that a card replacement fee is applicable to issue a new card.

My ecoCard is lost or stolen. What should I do?

If your payment card is no longer in your possession, you should immediately report it lost or stolen by logging into your account and select 'ecoCard' from the left-hand navigation. Click the button that reads 'Cancel card'. A prompt will appear asking you to select either Lost or Stolen. Select the relevant box and click 'Continue'.

Should you recover the card after this, you will no longer be able to use it, and you should dispose of it properly, by cutting it into two, ensuring you have cut through the chip in addition to the signature strip.
You can re-apply for a new card at any time by going through the normal application process.

Please note that a card replacement fee is applicable to issue a new card.

If you have any unrecognised transactions, or your payment card is lost or stolen, or in any way compromised, contact our Customer Support team immediately on our Live Chat service or by telephone on 0871 898 1012.

Why was my payment/withdrawal rejected?

There are a number of reasons why a transaction might be rejected:

  1. You may have insufficient funds in your ecoAccount for the payment amount, plus our transaction fee.
  2. One or more of your limits may have been exceeded. Please visit our ecoCard fees and limits page to view the applicable limits.
  3. You may be using an incorrect PIN. If you have locked your card by entering the PIN incorrectly 3 times, please contact our 24/7 Customer Support Team.
  4. The merchant you are trying to purchase with does not accept payment cards. The merchant will be able to provide you with this information.

Should you still have problems with your payment, please contact our 24/7 Customer Support Team for assistance.