My Business Internet Banking card reader isn’t working
There are two reasons why your card reader might not be working:
- Your card reader is locked.
- The batteries need replacing.
If you see a ‘Battery Low’ warning message on the card reader display, the batteries will need replacing.
To replace the batteries, you’ll need 4 x LR44 1.5v batteries and a small screwdriver. Remove the screw at the back of the reader, replace the batteries, and your card reader will be ready to use
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To order a replacement card reader, message us in the business banking app.
- In the app, go to ‘Support’ and then ‘Message us’.
- Ask the assistant to 'Order a new card reader'.
- We’ll send your new card reader in the post.
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You can unlock your card reader at any branch. You'll be taken through some security questions so that we can verify your identity.
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Any UK bank card reader should work with your card in the same way. The card reader doesn’t store any personal information about you, so you can use a colleague’s reader if they have one available.
As long as you have your unique card and PIN, you’ll be able to generate passcodes.
You can order an additional card reader for Business Internet Banking. There may be a charge for this.
How to unlock your card reader:
- Go to the Business Internet Banking login page.
- Select ‘Having trouble with your card reader?’ link.
- Follow the steps and make a note of the reference number provided.
- Call the Business Internet Banking Helpdesk on 0345 300 2924.
Once you’ve been verified the Helpdesk will unlock your card reader.
Frequently asked questions
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You may need to complete some extra steps before you can use your new Authentication card.
Still need help?
Call us on 0345 300 2924
We’re open Monday to Friday, 7am to 8pm and Saturday, 9am to 2pm. This excludes bank holidays.
If you’re outside the UK call +44 131 549 8724.