Card reader FAQs

Card reader FAQs

• What is the card reader?

  The card reader is a small hand held device which works with your Visa debit card to generate unique security codes when you are completing certain transactions on Online Banking.
  The card reader offers extended security which enables us to offer customers an extensive range of services through Online Banking.

• Why do I need a card reader?

  To complete the following services on Online Banking a card reader will be required:

  • Adding and updating UK bank and building society accounts
  • One off transfers to UK bank and building society accounts
  • Adding and updating credit card and charge card bills
  • One off bill payments to credit card and charge card bills
  • Setting up and updating a regular payment
  • Other self service options available through 'Services & Settings'

  When you select one of these services we will remind you that you need a card reader to use the service.

• Will I need my card reader to log in to Online & Phoneline Banking?

  No. You will NEVER be asked to enter a code generated from your card reader to log in to Online Banking.

• How can I order a card reader?

  You can order a card reader through the ‘Services & Settings’ section within Online Banking or when you choose one of the services which need a card reader.
  Alternatively you can call our Customer Service advisers on 028 9034 6060 between 8.30am and 5.00pm Monday to Friday who will be happy to order a card reader for you.

• My card reader has requested me to 'Enter PIN'; what is this?

  This is the PIN associated with your selected Visa debit card. This is the same PIN that you use at cash machines or when purchasing items using your Visa debit card.

  If you enter the PIN incorrectly you will have two more attempts to enter the correct PIN.
  If you cannot remember your PIN please contact on 028 9033 0099, 24 hours a day to order a reminder PIN.
  Once you receive your PIN reminder or if you subsequently remember your PIN you can go to any cash machine to unlock it. Simply insert your card, select the 'PIN Service' options and follow the on screen instructions.

• Can I use someone else's card reader?

  Yes. The card reader is a shareable device. It uses the chip on your Visa debit card to generate codes unique to you.

• I have received a replacement Visa debit card; can I continue using this with my card reader?

  Yes. Your Online Banking screen will ask you to confirm you are using your new Visa debit card. Simply tick the box to confirm and complete the transaction using your new Visa debit card.  As this is a replacement card you can use your existing PIN.

• My Visa debit card was lost/stolen, what should I do?

  Call 028 9033 0099 immediately to report your card lost or stolen. A new Visa debit card and PIN will be sent to you.

  While you are waiting for your new card, you will continue to have access to Online Banking. However any service which requires a card reader will not be available until you activate your new Visa debit card.

  When you receive your new Visa debit card you will need to re-activate your card reader though the 'Services & Settings' section within Online Banking or by contacting our Customer Service advisers on 028 9034 6060, between 8.30am and 5.00pm Monday to Friday.

• Do you have a card reader for visually impaired customers?

  Yes. If you would like to order a device designed for our visually impaired customers, please contact our Customer Service advisers on 028 9034 6060, between 8.30am and 5.00pm Monday to Friday. 

• Is there a charge for my card reader?

  There is no charge for your first card reader.
  All additional/replacement card readers ordered will incur a fee of £8.00 which will be taken from the account you nominate when you place the order.

• My card reader is not working, what should I do?

  If your card reader is not working please make sure you have:

  • Removed the plastic tab on the battery compartment
  • Inserted your Visa debit card correctly, with the chip facing downwards

  If you continue to have problems please contact our Customer Service advisers on
  028 9034 6060, between 8.30am and 5.00pm Monday to Friday.

• Why does my card reader display 'Wrong PIN' after I insert my Visa debit card?

  The text ‘Wrong PIN’ is displayed after inserting your Visa debit card when the wrong Visa debit card PIN was entered the last time you attempted to use your card reader.  
  The text 'Wrong PIN' will flash on the card reader for a number of seconds before prompting you to enter your Visa debit card PIN. Please ensure that you enter the correct PIN so that you don’t lock your card reader for use with your Online Banking.  

  The text 'Wrong PIN Last Try' will appear on the card reader when you have one more attempt at entering your PIN before it is locked for use on Online Banking.

• What happens if I enter the wrong code from my card reader?

  If you enter the wrong code six times into Online Banking, the card reader will lock and you will need to call our Customer Service advisers on

  028 9034 6060, between 8.30am and 5.00pm Monday to Friday to unlock your card reader.

• Why is this message displayed? Error Message: Pin Locked Contact Bank

  This message is displayed when you have entered an incorrect Visa debit card PIN into the card reader on three or more occasions. It means your PIN has been locked and you will be unable to use your card with your PIN until your PIN is unlocked.
  

  If you cannot remember your PIN, please contact our Card Services team to order a reminder PIN. When you receive your reminder Visa debit card PIN or if you subsequently remember your PIN, you can go to most cash machines to ‘unlock’ it. Simply insert your card, select the ‘PIN Service’ option and follow the on screen instructions.
  

  If you have any questions about your Visa debit card or PIN, please contact our Card Services team on 028 9024 1822 or contact your local Business Centre.

• Why is this message displayed? Error Message: The details you have entered are incorrect Ref: CRG 400

  You have entered the wrong code into Online Banking.  Please remove the card from the card reader and start the process again, carefully following the instructions on the screen.

• Why is this message displayed? Error Message: The details you have entered are incorrect Ref: CRG 405

  The card reader has been locked due to five or more invalid attempts when entering the code into Online Banking. Please call our Customer Service advisers on 028 9034 6060, between 8.30am and 5.00pm Monday to Friday, who will be able to help