Debit card

You can report your card lost or stolen 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.

Reporting your card lost or stolen will block your old card. If you had it set up on a digital wallet, your new card will automatically be updated.

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.

Secure banking is our top priority. When you set up Google Pay, your card information is encrypted by Google and a unique virtual card number is created. This is the number shared with the retailer when you buy something, instead of your actual card number. Your card number is never stored on your mobile device or on Google's servers.

You can find more information in Google's terms and privacy statement.

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.

Your card will need to be activated before you can add it to a digital wallet (e.g. Apple Wallet or Google Wallet).

Don't have the Triodos 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 7.0 or higher, or Apple iOS 15 or higher.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Yes, you will be able to use Apple 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 Apple 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.

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 also need to have contactless payments enabled for your card which can be toggled on or off in the Triodos App or Internet Banking under More > Cards > Contactless Payments.

There are other reasons why a payment with Google Pay may not work, such as a blocked debit card or insufficient funds in your account.

If you have tried all of these options and need further help, please contact us.

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.

When your debit card is added to Apple Pay, it creates a unique Device Account Number. The last 4 digits of this number are shown on receipts in place of your card number. This is part of Apple Pay's built-in security measures that help protect your data during payment transactions.

More information about why this feature is used - along with information about Apple Pay's other privacy and security features - is available here: Apple Pay security and privacy overview.

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.

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

The limit you can pay with a digital wallet (e.g Apple Pay or Google Pay) is the same as your physical debit card.

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

• Go to Apple Wallet and tap the card you want to remove
• At the top right, tap the circle with three dots
• Tap card details
• Tap remove card

If you lose an Apple Pay enabled device, you can remove your debit card from Apple Pay by placing your device in 'Lost Mode' via Find My iPhone or by 'Removing All Cards' on icloud.com.

Once you have disabled your card on your device/s following the steps above, please contact us.

Yes, some places may not accept digital wallet payments (e.g Apple Pay or Google Pay) or may require you to insert your physical card. You will also need your physical card to withdraw cash from an ATM.

It is possible that your telephone number is incorrect so the code has not been sent correctly. You can change your contact details yourself in the Triodos Mobile Banking App and Internet Banking. If your details are correct, please contact us.