Card payment declines

If your Business Debit Card has been declined or stopped working, this page can help you understand what's happened and what to do next.

Keep your details up to date

Keep your details up to date

Keeping your mobile number and contact details up to date can help avoid interruptions when using your card. If we ever need to check a transaction with you, we'll be able to contact you quickly.

Find out how to view and update your personal details

Common queries

  • Payment declined? Try these checks first

    1. Make sure you’ve entered the correct card details and PIN. If you’ve forgotten your PIN, you can view it securely in the app. See how to view your Business Debit Card PIN
    2. Check your card has not expired and is not damaged. 
    3. Make sure there are enough funds available in the account. 
    4. If you’ve reached your contactless limit, try chip and PIN or your digital wallet. 
    5. Check your mobile number and contact details are up to date. 
    6. If you're paying online and the payment won't go through, try clearing your browser cache and cookies, or use a different browser or device.
    7. If your payment is declined when using Apple Pay or Google Pay, try using your physical card with chip and PIN instead.

    If your card still doesn't work

    If your card continues to be declined after completing these checks, it could be because your card has been blocked, cancelled, expired, damaged or replaced.

  • Your card may have been cancelled or temporarily blocked, even if it hasn't expired. 

    If we cancelled your card, we'll normally write to the business before cancelling it. If someone from your business asked us to cancel it, please speak to someone authorised to manage the account for more information.

    If you think your card has been blocked, contact us so we can check what has happened and tell you what to do next.

  • If your card has expired, you will not be able to use it to make payments or withdraw cash. Replacement cards are typically sent to the business address we hold on record before the current card expires. If you have not received your card one week before it expires, please contact us.

  • We normally send a replacement card before your existing card expires, or after a replacement is requested. It should arrive at the business address we hold on record within 7 to 10 working days.  

    If your business address has changed, you can update it on the change your business address page. This will need to be completed by someone with the appropriate authority on the account. 

    If your replacement card has not arrived within 7 to 10 working days, contact us so we can check what has happened. 

  • If you have received a replacement Business Debit Card and it is not working, check that:

    • You are using the new replacement card, not your old card.
    • You are entering the correct PIN. If you’ve forgotten your PIN, you can view it securely in the app. See how to view your Business Debit Card PIN
    • The card has not expired or been damaged.
    • If this is your first payment with the replacement card, use chip and PIN before trying contactless.

    If you have completed these checks and still cannot use your card, please contact us so we can check what has happened and tell you what to do next.

    If you use a card reader for Business Internet Banking, update it with your replacement card details when prompted. You’ll usually be asked to enter or update the last five digits of your card - use the digits from your new card. This helps you continue using the card reader and reduces the risk of locking your PIN. For step-by-step guidance, see our card reader FAQs.

     

  • If you know your PIN, you can usually unlock it at a Bank of Scotland Cash In & Out Machine in the UK.

    How to unlock your PIN:

    1. Find your nearest suitable Bank of Scotland Cash In & Out machine
    2.  Insert your card
    3. Enter your correct PIN
    4. Select ‘Unlock my PIN’ from the options on-screen.

  • You may be able to dispute a card payment if:  

    1. you were charged more than expected. 
    2. you were charged more than once. 
    3. goods or services weren't received. 
    4. goods arrived damaged. 
    5. goods or services weren't as described.

    Contact the merchant first

    Many issues can be resolved directly with the merchant, and this is often the quickest way to reach a solution.

    Keep copies of:

    1. Receipts
    2. Invoices
    3. Order confirmations
    4. Correspondence with the merchant

    Still need to raise a dispute?

    If the merchant is unable to resolve the issue, call us on 0800 500 3996 and we'll explain the information we need to review your claim. 

    Before you call, note the following:

    If you’ve returned faulty goods, please allow 15 days from the return date before raising a dispute, where possible.

    You normally need to raise a dispute within 120 days of the purchase date. If this timeframe has passed, we may not be able to resolve your claim. The cardholder will need to contact us to proceed.