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Managing your account

Read answers to frequently asked questions, including how to change your address or close your account.

How do I close my credit card account?

To close your account, you’ll need to speak to us. Just call the number on the back of your credit card to get started.

Even when your account is closed, if you're registered for Online Card Services, you can view and download up to 12 months of statements online. Just log in, select 'Statements' and choose from the drop-down menu. If your statement usually comes in the post, you'll get your final statement in the same way.

Good to know
Where applicable, interest and account fees will still be charged until your balance is cleared. Once your balance is zero (if your account is in credit ask us for a refund), we'll let the credit reference agencies know that your account is closed. They'll update your credit record, which usually takes around a month to complete.

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

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. 

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 I request a credit limit increase?

It's easy to request a credit limit increase online:

  • Log in or register for Online Card Services.
  • Select 'Increase credit limit' from the menu, then follow the instructions.

We'll provide an instant response to your request and, if approved, your new limit will be available to use immediately. If we're unable to provide a decision straightaway, we'll review your request within one business day.

We'll usually contact you to confirm our decision, or you can check your current credit limit on the 'Your Account' page in Online Card Services.

Important info
If you've already increased your credit limit in the last 6 months, or you're a brand new customer, you won't be eligible for an increase.

The option to request a credit limit increase online may not always be available, e.g. if you're over your account limit or you've missed a payment. By submitting a credit limit increase request, you authorise us to search the files of any credit reference agency we require to help us make a decision.

My account is in credit. How do I get these funds returned to my current account?

You'll need to contact us so we can transfer the funds to your current account. To find out more, give us a call on: 03456 062 062

How do I change my PIN?

You can't change your PIN using Online Card Services, instead you can use the following ATMs:

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 I set up my log in details and manage my account/s online?

You can get the most up to date account info easily and securely with Online Card Services, Mobile Card Services, and in our MBNA Card Services App, which is available from the Apple App Store, or Google Play for Android.

Do it the new-fashioned way: 

  • Make payments.
  • Get online documents and paperless statements.
  • Request transfers.
  • Check your balance and interest rates.
  • Update contact details.
  • Add/remove MBNA accounts.
  • Request a PIN Reminder.
  • Reset your password.

Remember, you're the only person who should be able to access your online account. If there are other cardholders on the account, they'll have their own log in details, but they'll only be able to use certain services.

To make sure your account stays secure, and only you can log in, you'll be asked verification questions when you register and if you reset your log in details. To reset, just click 'Forgotten your log in details?' on the Online Card Services log in page and follow the steps. 

You need to register to start managing your account online - you'll need your credit card number, credit limit, and date of birth.

App downloads are subject to store terms and conditions. To use the Card Services App, you must be registered for Online Card Services and have a compatible mobile device, operating system and internet access. Service may be affected by signal availability. Use of the Card Services App is subject to the app terms of use and privacy policy [available when you download the app]. 

Can I have an additional cardholder on my account?

You can add up to 3 cardholders on your account. They'll each get their own card and PIN, and have access to your credit limit too. 

Additional cardholders need to be:  

  • Aged 18 or over.
  • Living at the same address as you.
  • A close family member (spouse, child, parent, sibling or domestic partner).

All credit card transactions made by additional cardholders will be the responsibility of the main cardholder to repay.  

To add a cardholder, log in or register for Online Card Services and pick the relevant option from the menu.

My card has expired but I haven't received a new one. What should I do?

There may be a number of reasons why you haven't received a new card from us. Call us on 03456 062 062 and we'll be able to give you some more specific details.

How do I get a copy of my terms and conditions?

New customers
When you submit an application to us, you'll have the option to read and download/print a copy of your terms and conditions. If your application is approved, you'll also get a copy through the post.

For existing customers
Your terms and conditions are included in the credit agreement we originally sent to you. If you need another copy, give us a call on: 03456 062 062

I've been declined for a credit limit increase, should I apply again?

If you've been declined, it's a good idea to wait at least 6 months before requesting another credit limit increase. If you apply straightaway, you're likely to get the same answer.

Good to know
More than one application over a short period can negatively impact your credit record. This could put lenders off and make it harder to get credit in the future.

How to improve your credit rating:

  • Keep up with existing credit repayments. 
  • Make sure you're on the electoral register.
  • Settle any defaults and CCJs.
  • Check your credit report regularly.

We use your credit record to assess the risk of offering you credit - the better your rating is, the more likely you are to be approved. We're a responsible lender, so before approving your credit limit increase, we'll take a look at what you can reasonably afford to repay - taking into account your income, total balances, and the amount of credit already available to you.

I've received a replacement credit card, what do I need to do?

If your credit card was reported lost or stolen: 
The card we've sent will have a new account number and your new PIN will arrive separately. To activate it so we know it's arrived safely, log in to Online Card Services and select 'Activate cards'. You can activate your card over the phone too.

If you log in and your new card doesn't appear in 'Cards overview', select 'Add card' and follow the instructions.

If your credit card expired:
The new card we sent is ready to use. The PIN and account number are the same as they were.

Good to know
In either case, any credit card details you've added to a mobile device, and regular payments and subscriptions, need to be updated with the new card number. 

My card is damaged, how do I replace it?

You can request a new card using Online Card Services. Select 'Manage Account', then 'Replace card', to get started. If you're over your account limit or have missed a payment, this option might not be available to you.

Can I register more than one credit card account for Online Card Services?

You can register all your MBNA credit cards with the same log in details in Online Card Services. After logging in, select 'Add card' and follow the instructions. 

You'll need:

  • The credit card you want to add. 
  • The welcome letter that came with the card.
  • To confirm some personal details.

I have closed my account, why is it still showing as active?

There could be a few reasons for this: 

  • There's an outstanding balance on your account.
  • You may need to pay interest for the period between your last statement and when your account was closed.
  • Your account's in credit.

When your balance is £0 and there's no interest left to pay, we'll let the credit reference agencies know that the account's closed, and it'll stop showing on your report  - this usually takes about a month.

If your account's in credit, let us know and we'll transfer it to your bank or building society account. You can find our details on our contact us page.

How can I check my balance and other account info?

There are a few easy and secure ways to check your account.

Check your balance, make payments, and much more by logging in or registering for Online Card Services.

You can do all the most important account stuff using the MBNA Card Services App, or for quick updates you can get info by text. Check out our mobile services page for all the details.

Your statement
You'll find lots of information on your monthly statement, which is also available online...just remember it contains information for the past statement period and may not detail your current balance and most recent transactions.

You can also find lots of information regarding your account within your Credit Card terms and conditions.

How do I remove an additional cardholder?

To remove a cardholder from your account, give us a call on: 03456 062 062

I'm moving abroad, can I still have an account with you?

You need to live in the UK to open an account with us, but you can keep using your account if you move to another country. To find out more, give us a call on: 03456 062 062

If you're using your card for purchases or withdrawals while living abroad, get all the facts on our using your card abroad page.

How current is the account info online?

The account info in Online Card Services is the latest available, and the same info you'll be provided with if you contact us.

Is Mobile Text Services free to use?

You won't be charged for messages you receive from us, but your network operator might charge for messages you send to us. To find out more, please contact them for specific tariff information.

How do you know my mobile number?

You'll have given us your mobile number when you applied, or registered for Online Card Services. Make sure you keep your contact details up to date so we can stay in touch and send you important notifications about your account. 

What are 'online documents' and how do I know if I've received one?

Instead of receiving certain updates about your credit card account through the post, you can now access them using Online Card Services. To do this log in to Online Card Services, select 'manage account', and update your contact preferences. 

Finding your online documents
When you're in Online Card Services, choose 'Communication Centre' from the menu and then 'Documents'. If you have a new document to read, there'll be a red icon next to the 'Communication Centre' link and we'll send you an email. Documents might not be available indefinitely, so you can save or print copies you might need in the future. 

Good to know
Remember to check your junk mail and spam filters in case some of our emails get lost in there. 

I want to upgrade my account for a different product - can I do that?

You can't choose to upgrade your account, but we might offer an upgrade to you.

I've been offered an account upgrade, what will change if I accept?

The letter we sent you will have all the details you need, including what the upgrade will involve, what to do next, and how to opt out. 

If you're still unsure, give us a call on: 03456 062 062

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