Security and fraud
Read answers to frequently asked questions, including how to keep your card safe and what to do if you’re a victim of fraud.
Frequently asked questions about security and fraud
If you can't find your card, don't panic. If it's been lost or stolen, you can cancel it and order a new one using Online Services or our MBNA Mobile App.
Find out how to report a lost or stolen card.
If you notice a transaction you didn't make, call us as soon as possible on 0800 587 0997 (or +44 1244 757 231 from outside the UK). Standard network charges may apply. We'll protect your account so it can't be used, and you're not liable for any confirmed fraud on your account as long as you tell us straight away
Good to know
If you’ve added your credit card details to a mobile device so you can make payments, you’ll need to update those details when your new credit card arrives. If you have monthly subscriptions set up on the account, please update them with your new account details too.
Unfortunately, sometimes fraudsters try to scam you out of your hard-earned cash. Common ways they’ll try to do this are by email, text or phone call. Here’s how you can recognise genuine communications from us.
If you get a text claiming to be from MBNA, we’ll usually mention the last four digits of your account number. It’ll look a bit like this:
Your recent payment of £150 to MBNA credit card ending 1234 is now complete. Providing there are no restrictions on the account, it’s now available to spend.
To be on the safe side, you can check text messages out by calling us on the number on either our website or on the back of your card. You’ll know you’re speaking to us about your genuine account and not to a mysterious fraudster.
If we send you an email, it will always greet you by title and surname, as in Dear Mrs Smith. And we always include part of your main account number, or part of your postcode if you don't have an account number yet.
We’ll never send you an email that asks for your PIN or security details. If you get an email like this, don’t reply. Forward it to us at email@example.com then delete it. MBNA is part of Lloyds Banking Group.
Scam emails will often contain variations of our website address, such as www.mdna.co.uk, or will be full of spelling mistakes and grammatical errors. Sometimes they’ll threaten to close your account or add a charge if you don’t do what it says. If you’re unsure whether an email is really from us, please get in touch straightaway, so we can confirm it with you.
If we need you to take action on something to do with your credit card, we’ll ask you to log in to Online Services and do it from there.
If we need you to take action on something to do with your loan, we’ll ask you to write or contact us by phone.
Sometimes we’ll call you to confirm things. If this happens, we’ll call and ask you to enter 4 digits from your screen to complete what you are doing online.
If we suspect fraudulent activity on your account, we might contact you by phone. We’ll confirm that it’s you by asking you questions about your credit file or details from your passport or driving licence. We’ll never ask you for your log in details.
Contactless and mobile payments are just as secure as chip and PIN. The technology only works if you put your card or device very close to the card reader, so you won't accidentally pay for anyone else's shopping.
To find out more about how it works, read our contactless and mobile payments page.
CIFAS is a fraud prevention membership organisation. We’re CIFAS members, which means we share information with other CIFAS members to reduce instances of fraud and financial crime.
Where you think there have been any unauthorised transactions on your account, or you think your card’s been misused in anyway, you should notify us as soon as possible.
Online Services has a range of security features to keep your information secure. MBNA has technology that monitors your account for suspicious activity. To find out more, visit our online account security page.
TPPs are third party service providers who, with your permission, can access your online payment accounts to provide you with consolidated information across those accounts or give payment instructions on your behalf.
TPPs will only provide services if you give them permission to and you can always contact them if you want to withdraw permission. If you don’t want them to access your account you don’t need to do anything.
You can give permission to TPPs if you want to but, before you use a TPP, you should check that they are authorised by looking at the information you receive from them. If using a TPP you must still tell us if you think any payments might be incorrect or unauthorised.
We have the right to refuse TPPs access to your credit card account if we are concerned about fraud or unauthorised transactions.
Third party service providers (TPPs) will only provide services if you give them permission to.
You have the right to withdraw any permission given to a TPP if you no longer want them to have access to your account information or be able to initiate transactions on your behalf.
To withdraw your permission you should contact the TPP direct. Alternatively, you could change your log in details with us. You can contact us too, but if we block the TPP from our side and they attempt to access your account in the meantime, you could both end up locked out.