• We know how frustrating it can be to get your card declined. That’s why we’ve put together this page, so you can see all the possible reasons. 

    Your card hasn’t been activated

    If you’re using a credit card, double check that it’s been activated and follow the instructions on the sticker if it hasn’t. 

    You have a card freeze in place

    This is when you have applied a temporary card freeze on our app or by calling us

    You’ve reached your agreed credit limit

    That’s the total amount of money you can borrow on your credit card at any one time. You may have reached it, or your transaction may have taken you over it. You can learn more about your credit limit on our app, Online Services, or by calling us.

    Your card has expired

    Double check the expiry date. We’ll send you a new card before the last week of your expiry month. If you haven’t received it, please give us a call on the number below. 

    You’ve reached your daily cash machine withdrawal limit

    We set a daily withdrawal limit of £500 and you may have reached it. It’s also worth knowing that other lenders and cash machine operators can set their own limits as well. 

    If your card was declined while paying for something online or over the phone, it could be because of these reasons:

    Your name and address don’t match our records

    It’s worth checking that your name and address details match our records. If you need to update any details, you can find out how to do it on our updating your details page.

    Wrong CVV number

    This is the 3 digit number on the back of your card. You’ll always be asked for it if you pay for something online or over the phone. Double check that you’ve entered it correctly. 

    If none of those answers have helped you, please get in touch using our virtual assistant. Don’t use our app? Give us a call.

  • To view or download your statements, you will need to login to Online Services.  

    To access your statements on a desktop device:

    1. Once you've logged on, you will see a list of your credit card(s)
    2. Click on 'View statement' for the credit card you'd like to check
    3. The statement will be shown with any recent transactions. There's also an option to view your statement as a PDF 
    4. To download your statement, click on 'PDF Statement' and select the month you'd like to download. 

    To access your statement in MBNA Mobile App:

    1. Select the credit card you want to view  from your list of accounts 
    2. Select 'More' and then select 'PDF statement'
    3. Choose the month you wish to view and then press download PDF. 

    Log in to view your statement.

  • If you're between statements, you can check your recent transactions using Online Services - just log in or register to get started.

    You can also check this information when you’re out and about using our app.

  • If you don't recognise a transaction on your account, here are some basic checks you can make: 

    • Is an additional cardholder named on the account? If so, check to see if they recognise the   transaction.
    • Search the company name online, some companies trade under a different name.

    If this doesn't resolve the query you can check with our virtual assistant in the MBNA Mobile App. If you don’t use online services, please call us.

    If you suspect the transaction is fraudulent, call us right away. Call 0800 587 0997 or (+44 1244 757 236 from outside the UK). Standard network charges may apply.

  • You can't cancel a transaction after you've authorised it. If you change your mind about something you've bought with your credit card, the retailer might offer a refund. A refund will usually show in Online Services one working day after it processes, or on your next statement.

    You can cancel a subscription or regular payment, in the MBNA Mobile App or Online Services. If you don’t use online services, please call us.

    You might need to contact the merchant/service provider directly too, and arrange a different method of payment.

  • Most transactions will appear in your online account within 5 days, but it can depend on the merchant/retailer. Transactions that haven't been processed yet might show as 'Pending transactions'.

  • Transactions of the same type (e.g. card purchases) made at a promotional rate will be charged at that rate until the promotion ends.

    New card purchases that aren't eligible for that promotional rate will be charged at the standard rate, which is why multiple interest rates may show on your statement for the same transaction type.

    Your latest statement includes details of offer expiry dates and rates that currently apply to portions of your outstanding balance. You might find the ‘Breakdown of balance’ and ‘Summary box’ on the statement particularly helpful.

    If your account is set up with paperless statements, you’ll need to log in or register to view them online.

    Good to know

    Details of your promotional and standard interest rates can also be found in your credit card terms and conditions.

  • If you don’t get the goods or services you've paid for, they're not as described, or a retailer you've bought from goes into liquidation, we're here to help. Check out your options on our credit card disupte page.

  • This is a message that gives you more information on how to make a complaint. If you ever feel the need to complain about us, we'll make sure it gets resolved fairly and promptly. 

    You might find our complaints procedure useful.

  • If you'd rather receive statements by post, you can change your preferences online. 

    You can also make this change from our app - choose online or post when viewing statements.

    Visit our contact page for further information.

  • Most new accounts are set up with paperless statements as standard, but you can also manage your preferences within Online Services. 

    Reasons to go paper-free:

    • access your statements and most of your correspondence securely online.
    • search your transactions by date or payment type.
    • cut down on paper.
  • Usually within 28 days of your first transaction.

  • We have added a the minimum payments message to remind customers that we require the minimum payment to be made each month when there's a balance on the account. It's recommended that a direct Debit is set up to avoid late payment fees. Additional payments can be made at any time if you would like to. 

    You can find a more detailed description on the minimum payments page. 

  • An annual statement gives you an overview of your account activity over the last 12 months.

    Rather than being issued separately, when it’s due, your annual statement will be included with one of your monthly statements.

    If your account’s set up with paperless statements, you’ll need to log in or register to view them online.

  • You need to check we've got the right email address for you. If you need to update your details, visit our guide to find out how.

    Remember to check your junk/spam folders, just in case any emails from us end up there. You might like to add our email address to your ‘safe list’ so you’re more likely to get our messages.

    If you're still having trouble, please get in touch.

  • If you usually get your statements by post, you'll get your final statement that way too.

    If you’re planning to close an account where you receive online statements, please make sure you print any copies you need before then, as you may not be able to access them once the account’s closed.

Need more help?

If you've a credit card or loan, you can solve many questions online by messaging us in our app.

Don't use online services? Visit our help centre or give us a call.

Meet our virtual assistant More help and support