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Security and fraud

Read answers to frequently asked questions, including how to keep your card safe and what to do if you’re a victim of fraud.

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.

What happens if my card's used fraudulently?

If you notice a transaction you didn't make, call us as soon as possible on 03456 062 062 (or 0044 1244 659005 from outside the UK). You're not liable for any confirmed fraud on your account.

  • We'll protect your account so it can't be used.
  • We'll send you a new card with a new account number. Your PIN will arrive separately.
  • Your account will show as 'Lost/Stolen' in Online Card Services. A new account will appear within 7 days.

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.

What added features protect me when I shop online?

You can find out how MBNA protects you from fraud on our Security page.

If my card is lost or stolen do I need to re-register for Online Card Services?

No, you won't need to re-register.  

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 know the email/text/letter I've received is really from MBNA?

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 texts, emails and phone calls.

Are contactless payments safe?

Contactless and mobile payments are just as secure as chip & 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.

Sometimes you'll be asked to use chip & PIN instead of contactless for some extra security, and to limit the possibility of any fraudulent activity on your account. You're still covered for fraudulent contactless transactions, just as you would be for chip & PIN, but please let us know as soon as you see any unrecognised transactions on your statement, or spot that your card is missing.

To find out more about how it works, read our contactless and mobile payments page.

What is CIFAS?

Cifas is a not-for-profit fraud prevention membership organisation. They are the UK’s leading fraud prevention service, managing the largest confirmed fraud database in the country. CIFAS members are organisations from all sectors, sharing their data across those sectors to reduce instances of fraud and financial crime.

Throughout the UK, Cifas experts and services help protect individuals and organisations from the growing and increasingly sophisticated threat of fraud and financial crime. Since 1988, Cifas has helped its members and customers protect themselves from billions of pounds worth of fraud losses.

With every organisation that becomes a Cifas member, or with whom Cifas collaborate, a tougher environment for fraudsters is established.

For members of the public, Cifas offers increased security against identity fraud, as well as expert advice on how to protect your personal data in an increasingly tech-reliant world.

Please see the Cifas website for further infromation: https://www.cifas.org.uk/

How secure is my information in Online Card Services?

Online Card Services has a range of security features to keep your information secure. MBNA also employs industry-leading technologies to monitor your account for suspicious activity.

To find out more, visit our online account security page.

How can I keep my credit card safe?

There are a few things you can do to help keep your card and account details safe: 

  • Sign your credit card as soon as you get it.
  • Destroy all PIN notifications we send.
  • Never keep your PIN and your credit card together.
  • Never tell anyone your sensitive account or personal information, like your PIN.
  • Never write down, store online, or on your mobile phone, sensitive account or personal information.
  • Cover the keypad whenever you enter your PIN.
  • Always keep your credit card in sight when you're making a payment in store.
  • Never give your card to a third party or friend to use.
  • Check your statements regularly to ensure you recognise every transaction.

If you suspect fraud, or your card is lost/stolen, call us on 03456 062 062 (7 days a week, between 8am and 7pm).

What is identity theft?

Identity theft is when someone steals your personal details and uses them fraudulently or without authorisation for their own gain.

Find out more about how MBNA protects you and your account on our Security page.

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