Frequently asked questions
Get detailed answers to your questions about our products and more.
What is your question about?
Credit Cards
Sometimes your payments might be declined, this could be because of:
Insufficient funds
- If there is not enough available credit or you're over your limit, then we may decline your transaction.
- Please check you have sufficient funds available to cover the transaction.
Pending payments
- You could have pending payments which impact your available balance.
An error with the merchant bank
- If there's an error with the merchant bank, this is something which we have no control over.
- If you've checked your available balance and there are sufficient funds available, then you'll need to query this with the merchant bank.
A security measure after several Contactless payments
- If you've used your card for Contactless payments several times your card may be declined as a security measure.
- Please try using it with Chip and PIN as this should resolve the issue.
Incorrect card details
- If this is an online transaction, please check you've entered your card details correctly.
- If anything is entered incorrectly then your transaction will be declined.
An incorrect One Time Access Code or not receiving a One Time Access Code
- If your One Time Access Code (OTAC) is entered incorrectly, your transaction may be declined.
- If you've not received your OTAC, then please log in to Online Banking and check we have your up-to-date mobile number.
- Please refer to our existing FAQ How do I update my contact, address and additional details using Online Banking? on how to do this if you're unsure.
- If you believe your contact details are correct and you're still having issues with your OTAC, then please contact us, as your Tesco Bank Secure account may be disabled.
A fraud prevention measure
- Occasionally we can decline a transaction as a fraud prevention measure.
- If we do this, we'll send you a text asking you to reply.
- If this is a genuine transaction, you'll need to confirm this.
- We recommend allowing 5 minutes after sending your text before processing the transaction again.
Arrears
- If you're in arrears and with our Collections team (due to outstanding payment), then we may decline your transaction.
A damaged card
- Your card may not work correctly if it's damaged, and you may need to order a replacement.
If you're still experiencing further issues, then you'll need to contact us.
Once you receive your card, the easiest way to activate it is through our Mobile Banking App. Simply download our Mobile Banking App to your phone and follow these three steps:
- Sign in with the details you registered with during your application, or register if you haven’t already done so.
- On the app landing page, select 'Activate Card' underneath your card.
- Enter the CVV number from the back of your card to activate it.
Alternatively, you can contact us to activate your card. You’ll need to enter your 16-digit credit card number so please have it ready. If you’re registered for Online Banking, you will also need to provide selected digits from your Security Number. This process will also activate any additional cardholders on the account.
If you’re not registered for Online Banking, please follow the instructions provided during the registration process.
If you think your card has been lost or stolen, you should let us know straight away using Online Banking or our Mobile Banking App.
Using Online Banking:
- Log in to Online Banking click on the arrow to expand your account and open the 'Your Card' feature by clicking the 'More' button.
- From there, you'll be able to report it as either lost or stolen, where we’ll block and cancel your card and send you a new one within 7 days.
- If you have any additional cardholders, they’ll also get a new card, so be sure to let them know.
Using the Mobile Banking App:
- Using our Mobile Banking App, open the 'Lost or stolen card' feature in 'Account management' on iOS or by clicking the button at the bottom of the screen on the left-hand side on Android.
- From there, you'll be able to block your card, all transactions (except pending transactions) and any additional cardholders. Unblock your credit card if you find it again.
- Report it as either lost or stolen and order a new card.
Alternatively, you can contact us.
We’ve got several ways for you to pay your credit card bill, so it’s easy for you to keep up to date. All of this information is contained within the 'How to Pay' section of your monthly statement.
Pay by Direct Debit
- You can set up regular payments to your credit card by direct debit, which means you will not have to organise a manual payment each month.
- To set this up, you need to have registered for Online Banking.
- Once you’ve done this, log in to Online Banking, click on your account and then select 'Direct debit' in the top right-hand corner. Follow the steps to choose your payment amount and enter the account details you want the direct debit to be paid from.
- If you get an email or text before your first direct debit date letting you know your statement is ready, you’ll need to make your first payment by bank transfer or debit card instead. Your direct debit should then be active for your next monthly statement.
- If you have our Mobile Banking App, you can also set up, manage and cancel your direct debit in the Mobile App.
Pay by Bank
- You can send us a payment directly from your bank.
- Log in to Online Banking, click on your account and select 'Make a payment' from the drop-down menu. Select 'Pay by bank', read through the terms and conditions, then select 'Next' and follow the on-screen instructions.
- Choose your bank from the list and check all your payment details are correct and then select ‘Confirm’ to continue.
- Follow the on-screen instructions to complete your payment request.
- Your bank will carry out checks on your account when confirming if the payment can be made.
- If you do not see your bank on the list, you'll be able to send a Faster Payment from your bank account to sort code 40-64-15, account number 31310006 and include your Tesco Bank 16-digit credit card number (without spaces) as the reference so we know it’s your payment. Please allow up to 2 working days for the payment to clear.
Pay by Debit Card
- When making debit card payments, please allow a minimum of 2 working days before the due date for the payment to clear.When making debit card payments, please allow a minimum of 2 working days before the due date for the payment to clear.
- You can make debit card payments via Online Banking and our Mobile Banking App.You can make debit card payments via Online Banking and our Mobile Banking App.
To do this via Online Banking:
- Log in to Online Banking, click on your account and then select 'Make a Payment' from the drop-down menu.
- Select 'Pay by Debit Card' and if your card has previously been saved, please select it and follow the on-screen instructions.
- If you need to add a new card, select 'Pay with a new card', enter your card information and you'll have the option of saving it for future payments.
To do this via the Mobile Banking App:
- Once logged in, select the credit card you want to make a payment towards.
- Then select the menu icon 'Pay Credit Card', and then click 'Pay with debit card' and follow the on-screen instructions.Then select the menu icon 'Pay Credit Card', and then click 'Pay with debit card' and follow the on-screen instructions.
Pay by Cheque
- Complete and return the Bank Giro Credit Slip from your statement and your cheque to: Tesco, PO Box 1533, Northampton, NN1 9HU.Complete and return the Bank Giro Credit Slip from your statement and your cheque to: Tesco, PO Box 1533, Northampton, NN1 9HU.
- Cheques should be payable to Tesco Bank Credit Cards and should not be post-dated.
- Write your Tesco Bank Credit Card number on the payee line.Write your Tesco Bank Credit Card number on the payee line.
- Please allow 5 to 7 days for your payment to reach us by post.
- It will take another 1 to 2 business days before the cheque funds are cleared in your account.
If you have not opened your account within the last 14 days, you can close your account online.
Loans
You can settle and close your Tesco Bank Loan account at any time during the loan term by requesting an early settlement figure.
To request an early settlement figure, you can use our Early Settlement Form. We’ll email you the amount needed to settle your Tesco Bank Loan within an hour. Additionally, we’ll send it by post within a week.
Your settlement figure is valid for 30 days from the date of your request. There is a fee of up to two months’ interest, but the total amount you repay may include an interest saving. There is no charge if you choose to reduce your loan term through overpayment.
If you're using Online Banking or the Mobile Banking App to manage your Tesco Bank Loan, you can find your loan account number and sort code on the first screen after you log in.
Alternatively, you can find these details on your annual statement or original loan agreement. If you do not have this documentation, please contact us.
If you apply online, we try to give an instant decision to confirm if you are accepted, whether we need further information (see below), or if you're declined.
If you’ve been accepted, we'll either send you a credit agreement to check and sign, or where possible you can sign your credit agreement digitally. We’ll then use Faster Payments to send the money directly to your bank account. Faster Payments can take up to 48 hours and the money can be withdrawn as soon as the funds reach your account.
If you apply over the phone or we require some supporting documentation:
- If you're accepted, we will send you a credit agreement for you to sign and return.
- If you're accepted in principle, we'll send you a credit agreement to sign and return and a list of any other documentation we require.
- If we cannot lend to you, we'll let you know.
It may take between 5 to 10 days for us to check that everything is ok. As we try to do this as quickly as possible, we do not send an acknowledgement email or letter, but will inform you as soon as a decision has been made. Once your returned agreement is processed, we use Faster Payments to send the money to your account.
If you gave us your mobile number during your application, we'll send a text when the funds have been sent to your account, followed by a welcome letter. Should you need more information or have any questions, please contact us.
To change the date we take the Direct Debit from your account, please contact us at least 7 days before your next scheduled payment date. You can select any date between 1st to 25th of the month to make your payment.
To change the bank account from which your Direct Debit is paid, please contact us at least 14 days before your next scheduled payment date.
Yes. If you do not agree with the decision that we've made on your application, you have the right to appeal. You should support your appeal by providing any additional relevant information that was not taken into account at the time of our original decision, such as:
- details of any missed income that may impact whether you can afford the loan.
- a change in your credit score or incorrect information being removed from your credit file.
Send your appeal to: Tesco Bank, Loans Decision Review Team, Broadway 1, 199 Renfield St, Glasgow, G2 9FE. Please note it can take 5 to 7 days to review once your documents are received.
You may find the following questions useful:
Savings
For your Instant Access Savings Account card, you can request a new PIN or a reminder if you forget your current PIN either online or by phone.
Online
- Log in to Online Banking, click on your account and then select 'Manage account' on the right-hand side.
- Select the account name, above the sort code and account number on the Account Overview, then choose 'Request PIN reminder' from the menu.
- Enter the last four digits of your card number and choose whether you want to get a new PIN or a reminder of your current PIN.
- You'll receive your PIN within 3 to 5 working days by post.
By phone
- Contact us and we'll send you a new PIN or a reminder of your current PIN.
- You'll receive your PIN within 3 to 5 working days by post.
You only need to pay tax on any interest you earn above your Personal Savings Allowance. You are responsible for making sure you're paying the correct tax.
If you're unsure whether you are required to pay tax, please contact HMRC.
You can make multiple deposits within the first 30 days of opening your account. Your total balance must be at least £2,000 and no more than £5 million by the end of this period. After this time, no further deposits can be made.
You can add money in the following ways:
- Contact your account provider or use their online banking service to make a one-off payment into your account. You’ll need your Tesco Bank Savings sort code and account number to do this – you’ll find this on your statement or your welcome letter.
- Posting cheques to us. You can post cheques to us at: Freepost Tesco Bank, 4943. No other address details are needed. Please ensure the cheque is made payable to the person named on the Savings Account and clearly write the account number and sort code on the back of the cheque.
- You can move funds from another account you have with Tesco Bank using Online Banking or the Mobile Banking App.
About 2 weeks before your Fixed Rate Saver matures, we’ll get in touch to ask you what you want to do with your money. You'll have the following options:
- Reinvest your savings for another fixed term.
- Open a different type of savings account with us.
- Withdraw your money and close your account.
You can visit our maturity page to learn more about these options.
Please tell us your maturity instructions up to 30 days before your maturity date. If we do not hear from you before your account matures, we’ll send the interest you’ve made to your linked account. After this, your account will begin to earn our standard variable rate.
You can find all the information you need on how to close your account on our account closure page.
Mobile Banking App
We’re always updating our security measures for our Mobile Banking App. However, this means some of our customers using older devices, operating systems, or app versions may no longer be able to access our app.
To keep you safe, we recommend you have the latest version of our app as well as the most up-to-date operating system (OS) installed on your device.
Our app and operating system requirements are:
- App version 4.44.0 or aboveApp version 4.44.0 or above
- Android 9 (also known as Android Pie) or aboveAndroid 9 (also known as Android Pie) or above
- iOS 15 or aboveiOS 15 or above
If you launch our app using a version older than 4.44.0, you will not have access to your accounts via our app. We'll instead direct you to the App Store or Play Store to get the latest update.
Your device's OS must be iOS 15 or above or Android 9 (also known as Android Pie) or above to download and use our app. Please note that our app is not available on Android tablets.
You will not be able to use our app on a jailbroken or rooted device. This is because these devices are more exposed to cyber criminals and security threats.
If you cannot upgrade your device, you can still manage your Tesco Bank accounts on your phone, tablet, or desktop computer with Online Banking.
You can view and manage all of your Tesco Bank accounts in one place using our Mobile Banking App. In order to view the accounts, they must be in your name. For credit cards, only primary cardholders can view the account; additional cardholders will not be able to add the account to their Mobile Banking App or Online Banking.
If you cannot see all of your accounts, open the App settings and select 'Add Tesco Bank accounts', then tap on the button to 'Continue to Online Banking'. Log in to Online Banking and on the 'My Overview' page, scroll down to the bottom of the page until you reach the section, 'Can't see all of your Tesco Bank accounts?'. Please click 'Add your other Tesco Bank accounts'. It will then ask you to select the product you want to add, and on the next screen you'll be asked to enter account details.
If you cannot see all your accounts after following these steps, please contact us.
We work hard to keep your accounts safe and secure. We constantly monitor our systems and processes to ensure we maintain the high level of security you would expect from a bank. More information can be found on our how we protect your online purchases page.
There are different ways for you to log in to your Mobile Banking App, and you should take the following steps to protect your app for each.
If you have a supported device, you can log in to the app using Fingerprint or Touch ID. Your passcode or password will be required to enable Fingerprint or Touch ID. Once enabled, any fingerprints on your device can be used to access your account so you must not store anyone else’s fingerprint on your device. For more information about Touch ID security, you can visit the Apple support page.
Additionally, if you have a supported device, you can use Apple’s Face ID to log in and authenticate transactions with our app. Similar to Touch ID, you will need your passcode or password to enable Face ID. For more detail on Face ID, you can visit the Apple support page.
If you choose to use a passcode to log in to the app, it's important that you select one which would be hard for a fraudster to guess and which is different from your other passcodes and PINs, and that you keep it secret.
To find out more about the steps you can take to keep yourself safe in the app and also online visit our Security page.
You can find more support with logging in to our Mobile Banking App on our help page.
You should be able to access the app if you're abroad, but please remember that the app needs an internet connection and data roaming charges can be expensive. Please check with your data provider before you travel, or alternatively use a Wi-Fi connection.
Our Mobile Banking App is available on Apple and Android devices. We do not currently support any other mobile platforms. You can download it for free from the App Store or Google Play.
We’ve recently updated some of our security measures for our Mobile Banking App, which means that some of our customers using older devices, operating systems, or app versions will no longer be able to access our app. The Tesco Bank Mobile Banking App does not support Apple devices with operating systems lower than iOS 15 and Android devices with operating systems lower than Android 9, also known as Android Pie.
All you need to get started with our app is to download it from one of the links above, have your account details to hand, and you'll be managing your money on-the-go in a matter of minutes.
Online Banking
A Temporary Security Number is a code we use as an additional security measure to confirm your identity if:
- You're registering for Online Banking for the first time
- You’ve forgotten your login details
- You've locked your security number, you're using a browser on a computer or mobile device we don't recognise, and we don't have your up-to-date mobile phone number
- You've locked your password, you're using a browser on a computer or mobile device we don't recognise, and we don't have your up-to-date mobile phone number
If you know your security number and security questions, you can contact us and update your mobile number.
There may be a few reasons you’re having problems logging in to Online Banking. Below are some you can check before you contact us for help.
- Double check you’re using the correct link: Saving the Online Banking link in your browser favourites or bookmarks could mean you’re using an old link. Try to log in or go to the Tesco Bank homepage and click on the 'Log in' button on the top right-hand side of the screen.
- Make sure your device operating software is up to date: We strongly recommend that you check to make sure you’re using the latest operating system for your device. Providers update this regularly to improve performance, security and fix any bugs. Running older software versions may be the reason you cannot log in to Online Banking.
- Make sure you are using or upgrade to the latest browser versions: Our fraud prevention and detection measures work behind the scenes to protect you and keep your account safe. We use the latest technology to manage the security of our Online Banking and Mobile Banking App and test against the latest versions of widely used browsers such as Safari, Firefox, Chrome, Microsoft Edge and Internet Explorer.
- Clear your cache on your browser: When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites. If you still cannot log in, we recommend clearing your cache in your browser settings.
- Check you're using the correct credentials: Some of our customers have both banking and insurance products, so might have two separate sets of logins, one for Online Banking and one for Your Insurance Account.
On the Tesco Bank website, select log in displayed in the top right-hand corner of the screen.
Enter your Username on the log in page and select 'Next'. On the next page, enter the two digits requested from your security number and your password.
If you're using a device that we don't recognise, we'll send you a One Time Access Code by text or automated call. This code is valid for 10 minutes. You can request a new One Time Access Code up to 3 times within 20 minutes.
You'll be asked to enter the One Time Access Code during login. Once you've entered the One Time Access Code and confirmed your password, you'll be asked if you want us to recognise your computer.
Please note - If you ask us to recognise your computer we'll store a small security token on your computer or mobile device to do this, but it doesn't store private or personal information about you or your accounts.
If you forget any of your login details, you can reset these online. Just look for these links when logging in:
- Forgotten your Username?
- Forgotten your Security Number?
- Forgotten your Password?
- Forgotten both Security Number and Password?
We’ll also ask you to enter your name, date of birth and postcode as we’ll need this information to identify you. Depending on the account you have with us, you can choose to enter your 16-digit credit card number or sort code and account number from your savings or loan account.
A One Time Access Code is a code we use as an additional security measure to confirm your identity if you've forgotten your login details or are using a browser on a computer or mobile device we don't recognise.
We'll send you a One Time Access Code by text message or an automated call, depending on how you’ve chosen to receive it. No matter which option you select, you will then enter it online. This helps us make sure it's you logging in.
The One Time Access Code is valid for 10 minutes, so if it expires, you'll have to request another one. You can do it by choosing the 'Resend One Time Access Code' option displayed on your screen. Please note that you can only receive a maximum of 3 codes in 20 minutes.
If we don't have your up-to-date mobile and landline phone numbers, we'll send you a Temporary Security Number by post. This means that you'll have to wait for the letter to arrive before you can get back online.
To make sure you can always access Online Banking, it's important that you keep your mobile and landline phone numbers up to date.
General information
You can update your contact, address and additional details for your Credit Card, Clubcard Pay+, Savings or Loan account via Online Banking. Once logged in:
- On the My Overview page, click 'Settings' and select 'Personal details' from the drop-down list.
- On the Personal details page, you have the option to edit your address, contact and additional details. Please click on the 'Edit' button next to the pencil icon to update your details.
- To update your contact details, please update the required fields and once completed, please click on 'Update contact details'. A confirmation message will appear at the top of the screen once your details have been updated.
- To update your address details, please enter the house number or name and the postcode (this can only be a UK address), then click on 'Find address'. Select your address from the drop-down list and then click on 'Continue'.
- If the address details are not correct, click 'Enter address manually' and you will be asked to enter your full address (this can only be a UK address). Once entered, click on 'Continue'.
- Check the additional details we hold about you and if correct, click on 'Confirm details'. A confirmation message will appear at the top of the screen once your details have been updated.
- To update your additional details, please enter your most up-to-date information in the required fields and then click on 'Confirm details'. A confirmation message will appear at the top of the screen once your details have been successfully updated.
Please note, when we update your details, we will also send you a text to let you know it has been updated successfully. Should you receive a text like this when you have not updated your details, contact us.
It's important that you keep us informed if you change your address. It is a legal requirement that we send your annual statement to your last known address, so by keeping us informed when you move home you can help ensure that this sensitive information reaches you as intended.
You can also update personal details through our Mobile App. For step-by-step instructions, please see our FAQ, How do I update my address, email, and phone number in the Mobile Banking App?
If you need to change your name with us, you need to send us your request in writing. Your letter should include:
- Your account or card number (if you have more than one product with us, please ensure all are listed within your letter).
- Confirmation that you want to change your name.
- Provide your new and old signature.
Depending on the reason you are changing your name, we need one of the following bits of documentation:
- Your marriage certificate – we need to see the actual document issued by the registrar on the day of marriage or a certified copy that’s been issued by the registrar.
- Deed poll certificate – the original document or a certified copy.
- Decree Absolute – the original document (please note - if you're changing back to your maiden name, the decree absolute does not usually confirm what the maiden name is. In these cases, you'll also be asked to provide evidence of your maiden name, such as by sending either your birth certificate or a certified copy of your new passport or driving licence).
Once we receive your letter, we'll scan your certificate and send it back. We'll also send it back via the same method you sent it, so if you send it via recorded delivery, we’ll also return it that way. This can take up to 10 working days to be processed and returned to you.
The address you need to send your letter to will vary dependent on the product you have with us:
- Credit Card – Tesco Bank, PO Box 343, Newcastle Upon Tyne, NE12 2GE
- Loan – Tesco Bank, PO Box 27014, Glasgow, G2 9FE
- Savings – Tesco Bank, PO Box 27017, Glasgow, G2 9FH
- Clubcard Pay+ – Tesco Bank, PO Box 27010, Glasgow, G2 2DR
You can amend your marketing preferences across all your products through Online Banking and change your personalised offer settings using our Mobile Banking App. Once logged in, follow these steps:
Online Banking:
- On the My Overview page, click ‘Settings’ and then select ‘Marketing Communications’ from the drop-down menu
- You can amend your current preferences by clicking on the ‘Change’ button
- Tick the box next to your preferred methods of communication and then click ‘Save changes’
- A confirmation message will appear at the bottom of the screen to confirm your preferences have been updated
Mobile Banking App:
- On the homepage, click ‘Settings’ on the top right menu and select ‘Personalised Offers’
- You can amend your current preferences by clicking on the ‘Personalise my offers’ toggle
To update your details for your Clubcard Pay+, Credit Card, Savings or Loan account, simply log in to our Mobile Banking App, go to the settings menu and then select ‘Personal details’. You can tap ‘Edit’ on any details you’d like to change.
Is your mobile number correct?
You might not be able to buy things online using your card if we do not have the right mobile number for you. This is because we’ll send you a text with a code you can use to verify your identity and keep your account secure.
What happens next?
We’ll send you a text to let you know everything has been updated successfully. If you get a text about this and you have not made any updates, please get in touch as soon as possible.
Update your personal details through Online Banking
You can also update your personal details through Online Banking. For step-by-step instructions, please see our FAQ, How do I update my contact, address and additional details using Online Banking?
To opt out of SMS marketing messages, simply send “STOPMKT” (make sure you do not include any spaces) to 83789.
You can do this at any time. You will not receive any confirmation messages, but you'll be automatically unsubscribed from all future marketing SMS communications.