Coronavirus: help and support for customers

Your money is safe in your account. We’ll never call, text or email to tell you to move money to another account, or ask for your banking details.

Fraudsters are using coronavirus to try out new scams. They're selling items online like face masks, testing kits and hand sanitisers that are fake or don't exist. Before you buy anything online, check reviews to make sure a seller is genuine. And pay by card as it helps to protect your money if there’s a problem.

Look out for other scams by email, phone and text that offer advice, a test or a cure for the virus. The NHS Test and Trace service is now running and it’s free. The vaccine is also completely free. If the NHS get in touch, they won't ask you to pay them or for any of your banking details. The NHS will never ask for copies of personal documents to prove your identity.

You can protect yourself by using the following steps: 

• Hang up the phone – Fraudsters can pretend to be your bank or other companies you trust. We’ll never call from the number on the back of your card. If you’re not sure who is calling, hang up.
• Make sure it’s genuine – Even if you know who sent a message, be careful with one that arrives out of the blue. Check that it’s genuine before you reply. Call the sender on a number you trust, not one from an email or text.
• Click with care – Only click on a link in a message if you know it's safe and trust the sender. We’ll never send you a link to log on or ask you to give your personal or banking details.

Here are a few more tips to help you stay safe from scams:

• Protect your devices – Update all your devices as soon as updates are available. Know where your device is at all times and lock it when it’s not in use.
• Protect your passwords – Create a new, strong password for every account you use. It’s best to choose three random words and add numbers or special characters to make it hard to guess. And keep it private.
• Share with care – Take care with what you share on social media. Always keep your personal and banking details private.

 We have more support available to help protect you from fraud:

• Security and protection
• Security and fraud FAQs

Be ready for changes when you shop online

We are adding extra security checks when you're shopping online, to make sure it's really you. 

We can check by sending you a passcode to your mobile, calling your landline or you can use our card services app. Make sure you’ve given us your latest phone numbers, as if we can’t prove it’s you, your transaction will be declined. See our support page for changes to shopping and using your card online to find out more. 

We’ve teamed up with We Are Digital to help people learn how to access essential services using the internet. The Digital Helpline has been created to help people learn easy and safe ways they can get what they need online.

We Are Digital offer free training and guidance on how to use the internet. Topics include: online food shopping, booking a doctor’s appointment, staying in touch with friends and family through video calls, as well as Online Card Services and more.

To get help you can contact the Digital Helpline on 0345 222 0333 from Monday to Friday 9am – 5pm.

Those who are Deaf and use British Sign Language (BSL) can book a session using BSL SignVideo. Available on Safari, Chrome or Firefox web browsers. 

Customers who have hearing loss or a speech impairment can use the service through Relay UK.

We’ll never get in touch to ask you to move money to another account, for your banking details or to take control of a computer. We Are Digital won’t do this either.