Help: My Cashplus Mastercard

You can activate your card online or by phone 24 hours a day, 7 days a week.

You can also request your PIN via Online Banking or the Cashplus Bank App, or by calling our automated phone service.

For Personal Applications, your Cashplus Debit Card will take around 3-5 business days to arrive once we’ve received your payment. For Business Applications, we’ll post your card as soon as your applications approved – again it will take 3-5 working days to reach you.

If you haven’t received your card within this time-frame, please check the status of your application using our application status tracker in case there’s any further information we need from you.

Alternatively, you can get in touch with our Customer Services team they can look into this for you.  

We’ll send you an email before your card’s due to expire. Your new card will be sent to your current address and a card renewal fee will be charged to your account on, or shortly after, the date that your replacement card is issued. Your renewal card will be activated and ready for use.

We usually send out cards around about 30 days before they’re due to expire. If your new card doesn’t arrive within that time-frame, please contact our Customer Services team.

The new Cashplus Bank card will be linked to your Online Banking account and any current balance will be available to use. Occasionally, cards aren’t automatically renewed, but we’ll let you know in advance.

When shopping in-store, most contactless purchases can be made up to a £100 limit. From 15 October 2021, contactless limits increased to £100 from £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

If you can't remember your card PIN, simply log in to the Cashplus Bank app or Online Banking to request a reminder:

• In the app head to 'Cards', tap 'PIN Reminder' and choose to receive it via SMS or in the post – and we’ll send it to you.
• In Online Banking head to 'Manage My Account' and select 'Request a PIN'. Choose which card you need the PIN for and whether you want to receive via SMS or in the post – and we’ll send it to you.

Yes. You can block your card online by logging into Cashplus Online Banking or the Cashplus Bank App. Just select the ‘Block a card button’ and follow the prompts. 

Please contact us immediately. You can also block your card in Cashplus Online Banking or the Banking App.

We may need you to help us, our agents or the police, if your card is lost or stolen or we suspect that the card is being misused.

What will happen to the money on my Cashplus Bank card? Immediate action will be taken to protect the money in your Cashplus Bank card Account. We’ll cancel your card and re-issue a new one to your current address within just three to five working days.

For your security, occasionally you may be asked to insert your card and enter your PIN when you make a contactless payment, even if your purchase is under the £100 contactless limit.

From 15 October 2021, contactless payment limits increased from £45 to £100, however this will take some time to roll out across all UK retailers, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

When you get asked to enter your PIN when you go to make a contactless payment, this is for extra protection, just to make sure it’s always you that’s using your card.

When this happens, your transaction might be declined or the card reader might ask you to insert your card (it depends on the retailer). If this occurs simply insert your card into the reader and enter your PIN to continue to use contactless in future.

3D secure (also known as Mastercard Identity Check) is a service that allows you to securely make online purchases using your Cashplus Mastercard. When making purchases with participating online retailers, you’ll sometimes be asked to either confirm your purchase via the Cashplus Bank App (debit cards only) or if you don't have the app, you can enter an SMS One Time Password sent to the mobile number registered to you account. 

Download the Cashplus Bank App today.

3D Secure is quick and easy to use. You don’t need a new card or any special software. When you’re completing a debit card purchase online with a 3D Secure retailer, you'll be asked to review and confirm the purchase in the Cashplus Bank App. If you don't have the app or you're using a credit card, you can enter an SMS One Time Password sent to the mobile number registered to your account. 

To authorise 3D Secure purchases in the app, here's what to do:

1. Open the app and you'll see a pop-up screen with details of your purchase
2. Check the payment details match your purchase
3. Accept or decline the purchase and complete the security step

You can complete the security step using Face ID, Touch ID, or by answering a memorable question depending on your app settings. 

Download the Cashplus Bank App today.

You don’t need to do anything to activate 3D Secure but you do need to make sure you have downloaded and logged into your account on the Cashplus Bank App in order to approve purchases in the app. 

Download the Cashplus Bank App today. 

If you don't have the Cashplus Bank App or you're using a Cashplus credit card, please make sure your mobile details are always kept up to date so we can send you an SMS One Time Password and complete security checks related to your account.

You can update your mobile details in Online Banking, the Cashplus Bank App or by calling our Customer Services team.

You’ll only have to complete 3D Secure checks for online shops that are registered to 3D Secure/Mastercard Identity Check. You’ll be able to tell if a 3D Secure check is required for a retailer as the 3D Secure/Mastercard Identity Check logo will be displayed on the company’s website.

Learn more about 3D Secure here.

A One Time Password is a unique six or eight digit number sent to your mobile number registered at Cashplus. If you are not able to use the Cashplus Bank App to complete 3D purchases, this One Time Password is an alternative way to complete the 3D Secure process to verify the transaction you're trying to make so that we can make sure it's you. 

When making purchases with some retailers, you’ll be asked to complete the transaction securely in the Cashplus Bank App. This extra security step is called 3D Secure and it allows Cashplus to verify it’s you making the purchase.

Normally 3D Secure will show the last four digits of the mobile number that the One Time Password has been sent to. If your mobile number has changed, please log in to Online Banking or the Cashplus Bank App and update your mobile number. Alternatively, you can contact our Customer Services team. 

If you don't recognise the mobile number linked to your account, it may mean someone has changed it without your permission. Please log in to Online Banking or the Cashplus Bank App and updated your mobile number if you can, and then contact our Customer Services team to maintain the security of your account. 

Your One Time Password for 3D Secure will automatically be sent to the mobile number registered to your Cashplus account.

You'll only receive an SMS One Time Password if you don't have the Cashplus Bank App or you've never logged into the app and set a trusted device. If you have the Cashplus Bank App, you need to log in to the Cashplus Bank App and confirm the purchase there.

If you don't have the Cashplus Bank App and the SMS containing your One Time Password doesn't arrive, please double check you have the correct number registered to your Cashplus Online Banking account. Alternatively, you can select 'Resend OTP' which will resend the One Time Password. If you're still experiencing issues, please contact our Customer Services team.

If you don’t have a mobile number, please contact our Customer Services team directly.

Your one time passcode will expire after four minutes. If it does expire, you’ll need to re-enter your payment details to complete your purchase.

If you enter your One Time Password incorrectly more than three times you’ll need to re-enter your payment details to complete the transaction and receive another One Time Password.

Still need help? For further assistance about 3D Secure please contact our Customer Services team.

If you remove the app from your device and can no longer approve purchases through 3D Secure, you'll need to download the app again, or call our Customer Service team to go back to the SMS One Time Password process.