My card’s not working
There are lots of reasons why your card might not be working online, at a cash machine or in store. You can now see declined transactions in your Barclays app, along with some helpful tips to stop them from happening again.
For example, if you’ve changed your card settings – like temporarily freezing your card, adjusting your card limits and controls such as your contactless limit or limit per payment - your card payments might be affected. You can see or change these in your app at any time.
You can also use this tool to help you work out what the problem is, and how to fix it.
Please select your card type
Was your available balance enough to cover this payment or withdrawal at the time?
Are you over your credit limit, or will this transaction take you over your credit limit?
Make a payment to your Barclaycard using your app, or through Online or Telephone Banking or by calling the phone number on the back of your credit card.
Have you reported this card lost or stolen?
Once you’ve reported a card lost or stolen, it won’t work anymore. Have you received a new replacement card?
Please use your new card instead.
You should receive your new card within five working days of reporting it lost or stolen.
If you haven’t received it by then, please contact us.
Was your transaction declined at a cash machine, in store or online?
If you have any other concerns about your card, please call us on 0800 151 0900, or +44 (0)1604 230 230 from abroad, so we can help. We’re open from 8am to 8pm, Monday to Sunday.
Do you know your PIN?
Are you already over, or will this transaction take you over, your daily cash withdrawal limit, or total cash limit?
Get a PIN reminder
- In your app, tap ‘Cards’ then ‘View PIN’
- In Barclaycard online servicing, select ‘Accounts and services’ then ‘View your PIN securely’
Once you know your PIN, try again.
If you’re over your daily cash withdrawal limit, you’ll need to wait until the next day for it to reset.
If you’re over your total cash limit, please make a payment to your Barclaycard using your app, through Online Banking, or by calling the phone number on the back of your credit card.
Please call us on 0800 151 0900, or +44 (0)1604 230 230 from abroad, so we can help. We’re open from 8am to 8pm, Monday to Sunday.
Were you trying to pay with contactless?
Try entering your PIN instead. You’ll need to do this every now and then to help protect your account from fraud.
Have you entered the wrong PIN three times?
We’ve locked your card to keep your account safe.
If you know your PIN, you can unlock it at a cash machine.
If you’ve forgotten your PIN, you can
- View it online by logging into Barclaycard online servicing, selecting 'Account services’ and 'View your PIN securely'
- Call us on 0800 151 0900 to unlock your card. We're open from 8am to 8pm, Monday to Sunday
Check your PIN in the app by tapping ‘Cards’, then ‘View PIN’ and try again.
Please call us on 0800 151 0900 or +44 (0)1604 230 230 from abroad, so we can help. We’re open from 8am to 8pm, Monday to Sunday.
Check your expiry date and card number are right. If you’re asked for Verified by Visa password, check that too and try again.
Make sure your security code matches the card you’re using.
Please call us on 0800 151 0900 or +44 (0)1604 230 230 from abroad, so we can help. We’re open from 8am to 8pm, Monday to Sunday.
You’ll need to pay money into your account to cover the transaction, then try again.
Have you reported this card lost or stolen?
Have you received a replacement card?
Have you recently received a new card?
To protect your account, we cancelled your old card – your new card should arrive within seven working days of you reporting your old one lost or stolen. Please get in touch if you haven’t received it by then.
You can see your new card details under ‘Your cards’ in your app*. You can use your new card online and link it to your digital wallets (like Apple Pay and Google Wallet) before it arrives in the post.
*You need to be 11 or over to use the app. T&Cs apply.
Which of these two options best describes your situation?
Your old card won’t work once you’ve used your new one. Please use your new card and dispose of your old one securely.
Did you get your new card more than 28 days ago, or has your old card expired?
Was your card declined at a cash machine, in store or online?
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Are you having a problem with your PIN?
Were you trying to pay with contactless, either with your card or your phone?
Check you’ve entered the right card number, expiry date and security code. If you’re asked to verify the payment, or you’ve received a two-factor authentication code, complete that step and try again.
Have you entered the wrong PIN three times in a row?
You can get a PIN reminder at any time in your app or Online Banking:
- In the app: select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
When you’ve checked your PIN, try making the payment or withdrawal again. If it still doesn’t work, we'll need to unlock your PIN for you – please call Telephone Banking or visit one of our branches.
You can easily check your PIN in your app or Online Banking, then try again:
- In the app: select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
Have you gone over your daily cash machine withdrawal limit?
- Check our standard limits for cash machine withdrawals for your type of card.
- Go to ‘Your cards’ in your app and check your personal withdrawal limit – you should be able to change it.
Is your card's chip dirty or damaged?
Try gently cleaning the chip with a soft cloth. If it still doesn’t work, you can order a new card from ‘Your cards’ ‘in your app.
Check your app to make sure you haven’t:
- Restricted or switched off cash machine withdrawals
- Temporarily frozen your card
- Disabled international payments.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Was the payment for more than £100?
The contactless limit is £100 – try paying with chip and PIN instead.
If you’re using contactless on your phone (like Apple Pay or Google Pay), there shouldn’t be any limits, although some retailers might have restrictions in place.
To protect your account, you’ll need to enter your PIN from time to time, instead of using contactless.
If you’ve set your own contactless spending controls and are trying to pay for something that costs more than your set limit, you'll need to use chip and PIN instead.
Have you entered the wrong PIN three times in a row?
Your PIN’s locked, but you can unlock it. First, get a PIN reminder:
- In the app: Select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
You can then unlock your PIN at any UK cash machine – select ‘PIN services’ then enter the right PIN.
Have you forgotten your PIN?
Here’s how to get a PIN reminder:
- In the app: select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
Have you set merchant controls, spending limits or in-store international spending controls in your app?
Go to ‘Your cards’ in your app and check spending controls. Update them if you need to, then try making the payment again.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Make sure the 3-digit security code matches the card you’re using.
Have you set any spending limits or turned on merchant controls in your app?
Go to ‘Your cards’ in your app and check spending controls. Update them if you need to, then try making the payment again.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Are you already over, or will this transaction take you over, your daily cash withdrawal limit, or total cash limit?
Your old card isn’t valid any more – please use your new card and dispose of your old one securely.
If you’re over your daily cash withdrawal limit, you’ll need to wait until the next day for it to reset.
If you’re over your total cash limit, please make a payment to your Barclaycard using your app, through Online Banking, or by calling the phone number on the back of your credit card.
Please call us on 0800 151 0900, or +44 (0)1604 230 230 from abroad, so we can help. We’re open from 8am to 8pm, Monday to Sunday.
Was your card declined at a cash machine, in store or online?
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Are you having a problem with your PIN?
Were you trying to pay with contactless, either with your card or your phone?
Check you’ve entered the right card number, expiry date and security code. If you’re asked to verify the payment, or you’ve received a two-factor authentication code, complete that step and try again.
Have you entered the wrong PIN three times in a row?
You can get a PIN reminder at any time in your app or Online Banking:
- In the app: select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
When you’ve checked your PIN, try making the payment or withdrawal again. If it still doesn’t work, we'll need to unlock your PIN for you – please call Telephone Banking or visit one of our branches.
You can easily check your PIN in your app or Online Banking, then try again:
- In the app: select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
Have you gone over your daily cash machine withdrawal limit?
- Check our standard limits for cash machine withdrawals for your type of card.
- Go to ‘Your cards’ in your app and check your personal withdrawal limit – you should be able to change it.
Is your card's chip dirty or damaged?
Try gently cleaning the chip with a soft cloth. If it still doesn’t work, you can order a new card from ‘Your cards’ ‘in your app.
Check your app to make sure you haven’t:
- Restricted or switched off cash machine withdrawals
- Temporarily frozen your card
- Disabled international payments.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Was the payment for more than £100?
The contactless limit is £100 – try paying with chip and PIN instead.
If you’re using contactless on your phone (like Apple Pay or Google Pay), there shouldn’t be any limits, although some retailers might have restrictions in place.
To protect your account, you’ll need to enter your PIN from time to time, instead of using contactless.
If you’ve set your own contactless spending controls and are trying to pay for something that costs more than your set limit, you'll need to use chip and PIN instead.
Have you entered the wrong PIN three times in a row?
Your PIN’s locked, but you can unlock it. First, get a PIN reminder:
- In the app: Select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
You can then unlock your PIN at any UK cash machine – select ‘PIN services’ then enter the right PIN.
Have you forgotten your PIN?
Here’s how to get a PIN reminder:
- In the app: select ‘Your cards’, choose the card and select ‘View PIN’
- In Online Banking: select ‘Manage account’ then ‘View my debit card PIN’.
Have you set merchant controls, spending limits or in-store international spending controls in your app?
Go to ‘Your cards’ in your app and check spending controls. Update them if you need to, then try making the payment again.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.
Make sure the 3-digit security code matches the card you’re using.
Have you set any spending limits or turned on merchant controls in your app?
Go to ‘Your cards’ in your app and check spending controls. Update them if you need to, then try making the payment again.
Please give us a call on 0345 7345 345 so we can help (+44 24 7684 2100 from abroad).
If you’re a Premier customer, call 0800 924 7365.
For Business Banking, it’s 0345 605 2345.