Card reader FAQs

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.

In addition to your current Registration Number and Personal Access Code (PAC), you will need to use a Card Reader and your Visa Debit card to authorise your logins. If you do not have an account with a Visa Debit card you will be presented with an alternative option to login.

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 any bills
• One off bill payments
• Setting up and updating a regular payment/standing order
• 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.

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 Phoneline Banking on 0345 601 6262†, log in and choose option zero (0) and we will be happy to help you. We are available between Monday – Sunday 09:00 – 17:00 (including Bank Holidays).

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.

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

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.

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 Phoneline Banking on 0345 601 6262†, log in and choose option zero (0) and we will be happy to help you. We are available between Monday – Sunday 09:00 – 17:00 (including Bank Holidays).

Yes. If you would like to order a device designed for our visually impaired customers, please contact Phoneline Banking on 0345 601 6262†, log in and choose option zero (0) and we will be happy to help you. We are available between Monday – Sunday 09:00 – 17:00 (including Bank Holidays)

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 Phoneline Banking on 0345 601 6262†, log in and choose option zero (0) and we will be happy to help you. We are available between Monday – Sunday 09:00 – 17:00 (including Bank Holidays).

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.

If you enter the wrong code six times into Online Banking, the card reader will lock and you will need to call Phoneline Banking on 0345 601 6262†, log in and choose option zero (0) and we will be happy to help you. We are available between Monday – Sunday 09:00 – 17:00 (including Bank Holidays).

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.

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.

The card reader has been locked due to five or more invalid attempts when entering the code into Online Banking. Please call Phoneline Banking on 0345 601 6262†, log in and choose option zero (0) and we will be happy to help you. We are available between Monday – Sunday 09:00 – 17:00 (including Bank Holidays)