Frequently asked questions about security and fraud

  • If your card is lost or stolen please let us know as soon as possible by calling 0800 056 0081 (or +44 1244 757 236 from outside the UK). Standard network charges may apply.

    If your card is lost, you suspect it’s been stolen or has been used without your knowledge or consent, we’ll take steps to secure your account.

    When we issue a new card, you’ll need to update the payment details for any regular transactions you’ve got set up (e.g. subscriptions or insurance premiums) and any details you’ve stored online to make payments (e.g. Apple Pay) as soon as your replacement arrives.

    Check out our security page to find out more about keeping your card and account details safe.

  • If you notice a transaction you didn't make, call us as soon as possible on 0800 587 0997 (or +44 1244 757 236 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.

  • We've created some simple guides to clue you up on how to spot even the sneakiest of fraudsters. Find out how to recognise genuine textsemails and phone calls.

  • 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.

    Learn more about CIFASCIFAS website - opens in a new window

  • Online Card 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.