Individual
FAQs
We 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.
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The debit card is made from a 'natural plastic' of compacted renewable resources such as plant leaves and corn. The card itself is now believed to have the strongest environmental credentials of any debit card in the UK market. Only the chip and strip are not recyclable.
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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. It will still biodegrade more quickly than any other debit card plastic. 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.
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You can withdraw up to £300 per day, per account holder, from ATMs accepting MasterCard globally (subject to available funds in your account) for detail regarding charges for using your card abroad please see out tariff of charges.
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To report your card lost or stolen 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. Unfortunately 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.
If you cannot find your card, you can put a temporary block on it by texting TRIODOS LOCK, followed by your six digit access code, followed by the last four digits of the sixteen digit number on the front of your card to 57887. For example, TRIODOS LOCK 123456 1234.
Your access code and the last four digits of your card number can be found in internet banking. This block can be lifted if the card is later found in a safe place
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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 they will send a text message asking you to call them. The will ask standard identity questions around your personal details and investigate the transaction with you. They will not ask for the card PIN, three-digit CVV code on the back of the card or any information regarding your digipass.
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If you have been upgraded to new Internet Banking there is a quick link in ‘Self service’ and ‘Card management’ which will take you to old Internet Banking to view your access code.
If you are in the old Internet Banking, got to ‘Account Management’ and then ‘Cards’ and you'll be provided with a six digit access code.
Send a text message to 57887 with the following message: 'TRIODOS PINACT', followed by your access code, followed by the last four digits of your card number - you need a space between sets of numbers. For example: TRIODOS PINACT 123456 1234.
You'll be sent your card PIN via text message within a couple of minutes - don't forget to delete that text message after memorising your PIN.
You're ready to use your card - remember to sign the back.
Please note that some mobile providers do not process text messages to 5 digit numbers. If you text and do not receive a response from us please call us as your request will not have been confirmed and processed.
If you need any help activating your account, please call our friendly Bristol-based Contact Team - they'll have your everyday banking working for people and planet in no time. They're available Monday to Friday, 8am to 6pm on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK.
Need to set up your digipass too? Watch our how-to video.
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Yes - you can use your card wherever you see the Mastercard logo. There are charges for using your card abroad - please see our tariff for details.
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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.
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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.
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Replacement cards usually arrive within five working days, while new cards should be received within five days of the account being opened. If you have any questions or think your card has been lost or stolen you can contact our 24/7 card services department on 0330 355 0355.
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If mobile verification is not an option, for example you don’t have a mobile phone, or you don’t have any phone reception where you are, you’ll have an alternative option that will allow you to call us on a land line. Our phone lines relating to these calls are open 24/7. We estimate that the majority of transactions will not be affected by this industry-wide change, which is designed to make your online card transactions more secure.
Mastercard® Identity Check™ is only for online transactions, like shopping online. It doesn’t apply to point of sale transactions, such as using a chip and pin or contactless payments.