Why did my Google Pay payment not work?

Yes, you will be able to use Google Pay with your new card as it will have been transferred at the time of issuing your replacement card.

The only time this won't be the case is if you have put a freeze on your old card (either using the toggle in the Triodos Mobile Banking App or Internet Banking, or by calling us) before requesting the new card. If you did this, you will need to set up Google Pay with your new card when you receive it.

In all cases, to use the physical card itself, you will still need to activate it when it arrives. Find out how to activate your debit card below.

Setting up a Direct Debit should be done through the company who will be claiming the Direct Debit. You can cancel a Direct Debit in the Triodos Mobile Banking App under ‘More’, ‘Account settings’ then ‘Direct Debits’, or in Internet Banking under ‘Self Service’, ‘Account settings’ then ‘Direct Debits’. You will need to contact the company who claim the Direct Debit to cancel it with them as well.

You can send money from your Personal current account via Internet Banking or the Mobile App.

There are daily limits set depending on the type of payment and how you authorise the payment. The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.

See below for the daily authorisation limits for Faster Payments and CHAPS.

Faster Payments (Free of charge)

Digipass - Up to £20,000

Mobile App passcode - Up to £250

CHAPS (£20 fee)

Digipass - Up to £3m

Mobile App passcode - Up to £250

If you opened your account through the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you are making payments above £20,000 there are new daily payment limits. Please click here for more information.

You can withdraw up to £300 per day in the UK per cardholder from ATMs accepting Visa. You can amend this to up to £500 per day in the Triodos app under More > Cards > Card daily limits > Cash withdrawals. You can amend this in Internet Banking under Self Service > Cards > Daily cash withdrawal limit.

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.

When you set up Google Pay, your card information is encrypted by Google and a unique virtual card number is created. This improves security because this number is shared during payment instead of your card number. It is the last 4 digits of your virtual card number that is shown on receipts.

Here's how to pay in-store with Google Pay:

• Hold your phone or smartwatch near the payment terminal
• Check the amount
• Confirm with your biometrics, PIN, password or pattern
• If it says 'Done', the payment was sent

When paying with Google Pay online or in-app:

• Select Google Pay from the payments options
• If asked, sign into your Google account
• Confirm with your biometrics, PIN, password or pattern
• Follow instructions on screen to complete the payment

Your Triodos Debit Card needs to be activated before you can make your first Google Pay payment. You can do this by using your PIN to withdraw cash from an ATM or when making a payment using your physical debit card and PIN. To use Google Pay you need to have contactless payments enabled for your card which can be found under More> Cards > Contactless payments.

Your card is set to Europe usage, with the option to switch Worldwide on or off in Internet Banking or the Triodos App under Card Settings.

Transactions are always subject to monitoring so your card may still be declined if we suspect your card is compromised. If a payment does get declined you can contact us 24/7 using the phone number on the back of your card. We would also advise travelling with more than one means of payment.

Use of your debit card outside the UK will incur a 2.5% foreign transaction fee and is subject to the exchange rate. You can use your card at any ATM or merchant where the Visa symbol is displayed and the transaction is made using either Chip & PIN or contactless.

Using Apple Pay or Google Pay abroad works the same way as the Triodos Debit Card and the same charges apply.

Transactions will be processed using the exchange rate set by Visa.

You can use our currency conversion calculator to see how much your transaction could cost.

See our tariff of charges for full details or the Fee Information Document for more information.

You can remove the Triodos Debit Card from your Google Wallet at any time. After that, you won't be able to pay with Google Pay.

How to remove the Triodos Debit Card from the Google Wallet (depending on your version of the Wallet app, the steps may differ slightly):

• Go to Google Wallet and tap the card you want to remove
• Tap the card
• Tap Remove payment method

Please note that the transaction history of this debit card will no longer be visible in the Google Wallet.

There can be a number of reasons why your card can't be added. Please contact us for more information.

Download the latest version of the Triodos Mobile Banking App.

Here's how to set up Google Pay:

• Open the Triodos Mobile Banking App on your phone
• Go to More
• Tap Cards and then your card
• Go to Google Pay
• Tap the Add to GPay button

If you have a smartwatch linked to your phone you will be able to set that up after.

Smartwatch

1. Open the Wallet on your Smartwatch
2. Tap the plus sign
3. Continue on your phone
4. Tap Add to smartwatch
5. Tap Add existing card

Your Triodos Debit Card must be active to be able to use Google Pay. If you have not yet activated it, you can do this by using your PIN to withdraw cash from an ATM or when making a payment using your physical debit card and PIN.

To use Google Pay you need to have contactless payments enabled for your card which can be found under More > Cards > Contactless payments.

If you remove your Triodos Debit Card from Google Pay, you can set it back up at any time by following these same steps.

The sort code for Triodos Bank is: 16-58-10

For international payments to a Triodos account the above sort code is not valid. Also mandatory information is needed to ensure a foreign payment reaches your account.

£20,000 per day for Personal current account payments

£100,000 per day for Personal savings account customers.

£100,000 per transaction for Business customers.

The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.

If you are making payments above £20,000 there are new daily payment limits. Find out more.

You can amend a standing order through Internet Banking or through the Triodos Mobile Banking App.

From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to change. Select ‘amend’.

Input new amount, reference, date, and frequency and follow on-screen instructions to authorise.

To cancel a standing order through Internet Banking or through the Triodos Mobile Banking App.

From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to cancel. Select ‘delete’.

No, if your debit card is frozen, for example due to loss or theft, Google Pay will not work until the card freeze is lifted.

There are two ways to confirm it’s you – the quickest and easiest way is using the Triodos Mobile Banking App. If you don’t have the Triodos App, you can approve the payment in Internet Banking.

Once you have entered your card details to buy a product or service online, you will be asked to approve the payment.

• To authorise a payment:
• Log into the Triodos App or Internet Banking as usual.
• Details of the payment will be shown and you will be asked to verify the payment.
• A fraud warning will be displayed, to allow you to double check the payment is genuine.
• If you’re using Internet Banking, you may also need your digipass to approve the payment if you use one.
• You will be informed of the outcome – e.g. Payment Successful.

If you would prefer to cancel the online payment, this must be done instead of approving it. If you think it’s a fraudulent payment you should cancel it and contact us immediately on 0330 355 0355 (or if abroad on +44 (0)1179 739339).

If you make a payment using Apple Pay or Google Pay the authorisation will be completed via your device depending on how it is set up (facial recognition, fingerprint, passcode or pattern).

Triodos does not offer interest on balances held in your Current Account however we do have a range of savings options such as ISAs and online savings accounts.

If your available balance is less than the monthly fee it will still be taken, this may result in an unarranged overdraft. You won't be charged any additional fees. If you are experiencing financial difficulty please contact us or seek advice from an independent support service such as the citizens advice bureau or the money advice service. For more about unarranged overdrafts, please see the terms and conditions.

You can send money from your Personal savings account via Internet Banking or the Mobile App.

The daily limit is £20,000.00 per day for Personal savings account customers.

If you opened your Online Saver/ Online Saver Plus via the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you need to make a single payment over £20,000 you can request a temporary limit change, for more details click here.

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.