Replacement cards usually arrive within five working days of the request, while new cards should be received within five days of the account being opened. If your card has not arrived in this time you can contact our 24/7 card services department on 0330 355 0355.
Triodos Bank will not charge you for cash withdrawals from any ATM in the UK. However, some ATM providers may charge for using their machines to withdraw cash. There is a charge for withdrawing cash from abroad, please see our tariff for details.
The card is made from recycled PVC, we chose this material because it has the lowest CO2 footprint and the lowest environmental impact compared to other plastics. It doesn’t break easily and is sustainable and durable.
Using recycled PVC eliminates the use of land, plant protection products and fertilizers in comparison to the environmental impact of bioplastics.
It’s best to cut your card into pieces, making sure to cut through the chip and magnetic strip and put the card in with your normal waste, rather than your recycling. If possible, don’t put all the pieces of the card in the same bin or with any related documentation such as receipts or statements.
You can withdraw up to £300 per day in the UK per cardholder from ATMs accepting Visa.
You can use any cash machines displaying the Visa logo.
To make things easier you can find your nearest cash machine here.
Remember, you can also request cash back when shopping with participating retailers.
Yes, Confirmation of Payee (CoP) is an account name-checking service that has been introduced to combat fraud and misdirected payments. Triodos is part of the UK industry-wide scheme for incoming and outbound payments, and a CoP check will be performed every time you send money from your Triodos account. We encourage you still continue to check payment details in line with our guidance, and regularly review our website for information on how to prevent fraud.
To activate your card, use your PIN to withdraw money from an ATM or when making a payment. You will need to do this before you make any contactless or online payments.
Your PIN is viewable in the Triodos Mobile Banking App under More > Cards. If you have never used the Triodos App, your PIN will be sent in the post separately.
Don't have the Mobile App? Download via the App Store or Google Play to manage your money on the go, easily and securely. To download the app, you'll need a compatible smartphone or tablet - running Android 6.0 or higher, or Apple iOS 14 or higher.
You can place a block on your card and order a replacement in the Triodos Mobile Banking App by going to More > Cards, or in Internet Banking by going to Self-Service > Cards.
If you need more support, please call us on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) to speak to our 24/7 card services department. We do not have a facility to offer emergency cash in the instance where your card has been lost or stolen. A new debit card should arrive at your home address within five working days.
When you send money, we will check with the bank you’re sending money to that the name on the account matches the bank details you’ve provided, and let you know if they don’t.
One of the following results will appear on your screen:
The recipient account name is a match
Means the recipient account name you entered matches the payee’s account name.
The recipient name you gave us is a close match, but not exactly the same as the name held on the account
Means the recipient name you gave us is a close match to the name held on the account but not an exact match. We will show the name on the account you’re paying to help you decide whether it’s the right person. You should also double-check the details and request another CoP check before sending any payment.
The recipient name you gave us is not the same as the name held on the account
Means the recipient name you gave us is different to the name held on the account. You should double-check the details and request another CoP check, otherwise your money could be sent to the wrong account.
It is important to be aware that if you choose to go ahead anyway, and the account does not belong to the intended recipient, we may not be able to get your money back.
The recipient bank account does not exist
Means it may be that the recipient account sort code or account number has been entered incorrectly, or the account may be closed. You will need to check with the recipient if their details are correct before you are able to make a payment. If an account does not exist, the payment can't be made.
Unable to check the name, please try again later
Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.
You can continue with the payment – but always double-check yourself that the account name and details are correct.
We are unable to verify these details with the recipient bank at this time – please check the details before continuing
Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.
You can continue with the payment – but always double-check yourself that the account name and details are correct.
Please call us at the earliest opportunity on 0330 355 0355. Our card services department can be accessed by calling that number 24 hours a day, 7 days a week.
We do not offer a facility for emergency cash if you have lost your debit card or it has been stolen. However, you can still access your mobile app or internet banking to make payments from your account.
Our card department provides 24 hour transaction monitoring on the Triodos Debit Card and will block a transaction or a card if required. In this event we will send a text message asking you to call us. We will not ask for the card PIN, three-digit CVV code on the back of the card or any information regarding your digipass.
Visa Secure is only for online transactions, like shopping. It doesn’t apply when using a chip and pin or contactless payments. You can find out more in our Visa Secure Terms.
When completing online transactions a Visa Secure box will appear, where you will then need to go into the Triodos Mobile Banking App or Internet Banking to authorise the transaction request. Once authorised you can return to the website to complete your transaction.
There can be many reasons why your card payment might be declined. For example:
If these suggestions do not resolve the issue, please contact us.
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