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Frequently asked questions
Managing your PIN
Using your new PIN Protected card
Using your PIN Protected card outside the UK
Managing your PIN
Do I get a new PIN for a reissued card?
No, you retain your existing PIN that you are currently using.
Do I get a new PIN for a replacement card?
Yes.
Can I change my PIN?
Yes, you can change your PIN to a number you find easier to remember by visiting
any NatWest, Royal Bank of Scotland, Coutts or Tesco Personal Finance branded
cash machine in the UK select PIN Services and follow the on-screen instructions.
Remember, if you do change your PIN, avoid numbers
that may be possible for someone else to guess. For instance, year of birth,
four identical numbers or simple sequences like 1,2,3,4. The important thing
is to have a PIN that you feel comfortable with and one you find easy to remember.
If you would like some tips on choosing a new PIN please
see our ‘Tips for Choosing a PIN’ which can be found within the 'Importance
of your PIN' section.
What happens if I forget my PIN?
If you cannot remember your PIN, please contact us immediately and we will send you a reminder.
What happens if I enter the wrong PIN?
Like a cash machine, you have three attempts to enter your PIN correctly. If
you enter the wrong PIN three times in a row, even if you go to three separate
shops for each attempt, your card will become 'locked'. If your card becomes
'locked' keep hold of it and then contact us immediately.
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Using your new PIN Protected card
Will anyone be able to see me enter my PIN?
While all keypads will have some degree of shielding, to help protect the security
of your PIN, you should always try to enter it discreetly.
Will the retailer be able to see my PIN?
No. The retailer will not be able to see your PIN, either printed on the receipt
or on-screen.
Do I use my PIN for telephone, mail order or internet
purchases?
No. In the same way that you do not currently confirm these purchases with a
signature you will not use your PIN to confirm these purchases.
What happens if the retailer hasn’t installed the
new keypads yet?
If you visit a retailer in the UK or abroad
who has not yet installed a new keypad, you will still be able to confirm your
purchase by signing your name as before. However, new PIN technology will eventually
become standard across the UK and the globe.
What happens if I can’t use a PIN?
If you have a condition which may restrict
your ability to remember or enter a PIN, please contact us immediately to find
out how we can assist you.
How will I know when I have to use a PIN or my signature
to pay?
If you need to use your PIN to pay, the cashier will ask you and will help you
through the process. Remember that you should never tell anyone your PIN regardless
of who they may be.
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Using your PIN Protected card outside the UK
Will I be able to use my new card outside the UK?
Yes. You will still be able to use your card as before by signing your name.
Eventually, all countries will adopt the Chip and PIN system and use a PIN as
the standard way to authorise card payments.
Will I be able to change my PIN at a cash machine
outside the UK?
Currently you are unable to change your PIN at a cash machine outside the UK.
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