How do fraud alert messages work?We have 3 ways of contacting our members if we think there’s a suspicious transaction on their account. Show
We’ll first try to send a push notification or alert to your Banking app. You’ll have 2 hours to tap on this and let us know if it’s really you making the transaction. Until we hear from you, your card will be blocked. If we cannot send a push notification to your Banking app, we’ll send you a text message alert using the mobile number on your account. Or, if we don’t have your mobile number, we’ll send an automated voice call to your landline. Information:To let you know about any suspicious transactions, we need to have your correct contact details. Banking app alertsIf we need to block your card because of a suspicious transaction, we can send a fraud alert notification to your phone. You just need to have push notifications enabled on our Banking app. You’ll have push notifications enabled by default after installing the app. What will the alerts look like?The notification will tell you we’ve blocked your card and ask if it was you who tried to make the payment. If you already have the app open, you can find any alerts from us on your main homepage, just above your accounts. And you can access messages from us any time by navigating to Verification messages in the menu of our Banking app. How you can respond to the app alerts
If you're not sure, please contact us. You’ll have 2 hours to respond to the alert. If we don’t get a reply we’ll send you text alerts. During this time, your card will be blocked. And it will stay blocked until we hear from you – either by text message or phone. Text message alertsIf we spot a suspicious transaction, we’ll send you 2 texts. We’ll always include the last 4 digits of your account number in our fraud alert messages. If you’re not sure, please contact us. In our first text message, we'll let you know that we've spotted something, and we’ll send details shortly. Our second text message will outline the details of the suspicious transaction. And it will ask you to confirm whether you made this transaction. How you can respond to the second text message
Automated voice call alertsIf we spot a suspicious transaction and we cannot notify you through our Banking app or by text message, our automated system will call your landline. If you miss the call, we will leave you a voicemail and ask you to call us back. You can call the automated service at any time. When you call back, you will be taken through to the automated voice service where you can confirm if the transaction was yours. Important:We'll never ask for your account number or PIN in a fraud alert message. Calls will come from these numbersCurrent account alerts: UK: 0800 464 31 39 Credit card alerts: UK: 0800 464 30 63 How you can respond to the automated voice call alertYou'll be asked to identify yourself by choosing your birth year from a range the system will give. Once we confirm your identity, we'll ask you to use your telephone keypad to confirm if the transaction is yours. We'll transfer the call to a consultant if you cannot answer the question.
If you get a fraud alert message and need to speak to someone, give us a call or visit a branch. Related linksWhy does Venmo say transaction could not be completed?A few common reasons for payment failing on Venmo are: Your bank or card issuer is declining the transaction (outside of Venmo) The payment has triggered one of Venmo's automated security flags.
Why does PayPal say we're not able to complete this transaction at the moment?Why can't PayPal complete your payment? Several reasons can explain this issue: Your card has expired or out of date. You need to confirm your card.
What does it mean transaction not completed?What does 'Transaction Not Completed' mean? The means that the transaction could not be completed due to one of various reasons. It could be due to a downtime or due to incorrect transaction information.
Why is my card being declined when I have money?You've reached your daily purchase limit
Debit cards have daily purchase limits set by financial institutions to ensure your money is safe. The daily purchase limit for your debit card depends on where you bank. Most financial institutions will generally allow you to spend between $400 to $25,000 daily on a debit card.
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We re sorry the transaction could not be completed please contact the person you are trying to pay
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