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Frequently asked questions

Here you'll find answers to frequently asked questions - from how to make a payment, to what to do if you spot a transaction you don’t recognise.

What should I do if my card's lost or stolen?

If you think your credit card's lost, stolen, damaged, or you don't recognise a transaction, please let us know as soon as possible by calling 03456 062 062 (or 0044 1244 659005 from outside the UK). If you're calling from abroad, please place the call through the international operator.

We'll send you a new card with a new account number which you can activate online, and a new account will show in your existing Online Card Services within a few days. 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.

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

How do I change my personal details?

You can update your postal address, email address, phone number and much more using Online Card Services. If you'd rather do it the old-fashioned way, give us a call on: 03456 062 062

I'm planning on using my card abroad, what do I need to know?

Your credit card is ready to use in most countries around the world both for shopping and withdrawing cash. There's no need to let us know before you jet off, but it's a good idea to check your card won't expire while you're away. 

To get all the facts about using your card and making payments in other countries, plus an up to date list of restricted countries where you can't use your card, have a look at our travelling abroad page.

Remember: fees will apply if you use your card outside the UK, so whether you're withdrawing some euros or spending those dollars in a gift shop, you'll have to pay a bit extra. Take a look at our fact sheet for more details and check your terms and conditions for applicable fees and charges.

You’re merging my online usernames - can you tell me more?

On 10 December 2018 we’re merging all accounts in your name to a single username (only if you’ve got more than one today). This has a couple of benefits:

  • You’ll only have one username and password to remember.
  • You can keep track and switch between your accounts in one place.

We’ll send you an email once all of the changes have been completed, just to let you know the username you should use to access all of your MBNA credit card accounts in future.

If, after 10 December, you’d like to change the log in details, for example to make them easier to remember, here’s how to do it:

  • Visit the Online Card Services log in page, then select ‘Forgotten your log in details?’
  • Follow the onscreen instructions - you’ll need to confirm some account and personal details.
  • When your username is displayed, look for the option to ‘Change username’.
  • If you want to keep the same username, follow the instructions to change your password only.

When you’re online, use the ‘Cards overview’ to see a list of your accounts... it’ll be the first page you see when you log in if you’ve got more than one card to manage.

How do I get a PIN reminder?

Log in or register for Online Card Services, then select 'Manage Account'. That's where you can request a PIN reminder by post, make changes to your contact details, request a credit limit increase and more.

You can change your PIN at various ATMs, but it depends on the type of card you have.

Visa and Mastercard holders:

  • HSBC.
  • Lloyds TSB.
  • Royal Bank of Scotland.
  • NatWest.
  • Halifax.
  • Bank of Scotland.
  • Barclays.
  • Santander.

Visa cardholders:

  • Nationwide.
  • Yorkshire Bank.
  • Clydesdale Bank.

Customers in Northern Ireland: 

  • Ulster Bank.
  • AIB.
  • NIB.

How do you calculate my minimum payments?

The minimum monthly payment on your MBNA credit card is 1% or 2.25% of the amount borrowed plus interest and any late, overlimit or annual fees in most cases.

Here’s how it works:

  • The balance on your statement if it is £25 or less; or
  • The greater of £25 or a fixed percentage of your balance (either 1% or 2.25% depending on the terms of your agreement) plus the amount of any default fees, card fee and interest for that month.
  • If you’re in arrears (behind with previous payments) these will be added to the minimum payment but must be paid immediately.
  • If you would be left with a balance of £1 or less after your minimum payment amount, we’ll include it in your minimum payment.

If you only make the minimum payment each month it could take longer and cost more to pay off your balance, so it's a good idea to pay more if you can.

Our minimum payments page contains more detailed information about making your minimum payment, and what happens if you can't.

How do I make a payment?

There are lots of different ways to make payments to your account. Some are faster than others, so make sure your payment will clear in time for your due date. 

Take a look at our making payments page to find out how to pay by Faster Payments, debit card, Direct Debit and more. 

How do I activate my card?

So we know you've received your credit card safely, make sure you activate it as soon as it arrives.  

Simply log in or register for Online Card Services and select the 'Activate card(s)' link. Once you're logged in, you can also make payments, request transfers, manage your details and more.  

Alternatively you can contact us to activate your credit card by phone.  

Full information will be delivered with your credit card.  

If you have two cards in your name on a single account, activate just one and both will be ready to use. 

How can I contact you?

For the full list of ways to say hello, have a look at our contact us page.

What interest rates am I paying on my account?

To view your current interest rate or promotional rates, log in or register for Online Card Services and select 'Manage Account'. If your account has a promotional rate, you'll see it under 'Promotional monthly rates on offer'. You'll also be able to find out when it expires and if it applies to purchases, transfers or both. 

If you've already made transactions at an existing promotional rate, the details will show in the 'Your current promotional monthly rates' section. Promotional rates will end sooner if you breach your terms and conditions (e.g. by failing to make at least your minimum monthly payments or by exceeding your credit limit). From the start of any statement period in which a breach occurs, any outstanding balances on your account will be charged at the standard rate for that transaction type.

Not all accounts will have a promotional rate. Where no promotions are displayed, your interest rates will be the standard contract rates. You’ll also find details about your interest rates in your terms and conditions. 

You'll see that some transactions on your statement have rate codes next to them. These refer to the interest rate of each transaction for that statement period.

How do I make a PPI enquiry or complaint?

You'll find all the details you need about making a PPI enquiry or complaint at our dedicated page - Payment Protection Insurance (PPI) Enquiries and Complaints.

Can I change my payment due date or the date my statement is produced?

Depending on the situation, we can sometimes change your payment due date. To find out more, give us a call on: 03456 062 062

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