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What is Debit Card Alerting?

We are now able to alert you with a push notification anytime you use your debit card in order to keep you safe and secure.

Who can have these notifications?

Mobile App customers who have an active debit card on their current account or savings account.

What transactions will be alerted?

International ATM, Point of Sale (chip and pin, contactless and digital wallet domestic and international), Online Purchases (including Telephone and Mail Order).

From 18th March 2021 to June 2021, alerts will not be sent for transactions made in a non-euro, EEA currency. These alerts will resume from July 2021 onwards.

Please note that Domestic ATM is not included at this time.

How do I sign up?

  1. Go into the app
  2. Click on your profile at the top right
  3. Click on Settings
  4. Choose Alerts
  5. Select Notification Preferences
  6. Make sure Notifications for the app are switched on on your phone’s settings
  7. Read the information about the alerts
  8. Click Confirm

How do I stop receiving alerts?

  • Go into the app
  • Click on your profile at the top right
  • Click on Settings
  • Choose Alerts
  • Select Notification Preferences to turn off the alerts

How will the transaction values appear in the notifications?

All values will appear with two decimal places eg £15.99 or $25.54 whatever the currency.

If I get a notification for a transaction that I did not carry out but fail to let the bank know, what happens?

There will be no change to our current approach to protecting our customers from fraud as a result of these notifications, the notifications are just another simple way to keep track of your Debit card transactions. However as always, we encourage you to check any unrecognised transactions as soon as possible, either directly with the retailer or using our online tools to find out more about the transaction, such as checking our list of common retailer names.

If you are still unsure, just follow the steps in your mobile app on how to report it to us.

If I switch the notifications off and then decide to switch them back on again is that possible?

Yes the notifications can be switch on and off at anytime in your settings.

If I get a notification about a transaction I don’t recognise what are my next steps?

There can be a number of explanations for a transaction that you don’t recognise so we’ve added some helpful tools and advice in the app and on our website to help you find out more about a transaction. First check your transaction within your mobile app to get more information, just click on the specific transaction and select ‘more about pending transactions’ or ‘need help with this transaction’ which will take you to our Transaction Support Zone where you can check a list of common retailers.

You can also get in touch with the retailer to get more information. If you are still unsure, follow the steps in your app on how to report it to us.

Why are we asking for consent?

To be fully transparent with customers in what they will expect and to reduce any operational impact we tend to see on the launch of new notifications i.e act now alerts.

I've received a notification, the transaction amount and/or date is correct but I don’t recognise the retailer name, is this fraud?

Retailers sometimes use different names when they process your transaction, so please check with the retailer that you used to make your recent purchase or use our app to check a list of common retailer names by clicking on the transaction.

If you still don't recognise the retailer, follow the steps to report this using our simple Retailer Dispute Smart form (opens in a new window).

Why am I receiving these notifications?

You’re receiving these spend notification as you have switched on this option within your mobile app.

These notifications are just another simple way to keep track of your Debit card transactions and does not affect anything else on your account.

Will I get notifications for all transactions that I attempt and can I select which transaction types I see?

You will only receive spend notification for approved Debit card transactions that have been successfully completed.

At this moment, we do not have an option to select which transactions you want to see but this may be available in the future.

Why do I get an alert from ATMs some of the time?

The vast majority of UK ATMs are on the Link network and you will not be sent an alert.

Where the ATM is outside of the UK, or does not show the Link logo, you will be sent an alert.

I turned on the transaction notification service for my business debit card but I am not receiving any alerts, why is that?

We are aware that some business customers who have multiple businesses registered on the app are not receiving alerts. A fix has been identified and will be deployed in early 2021.