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Debit card help

  • How do I report a lost, stolen or damaged card?


    You can do this in our App:

    1. Logon to our App.
    2. Go to the menu.
    3. Choose ’Cards’.
    4. Select the card that’s lost/stolen/damaged.
    5. Tap ‘Report, Lost, stolen or damaged’ from the list.
    6. Follow the instructions.

    Lost or stolen FAQS >

    If you don’t have our App, you can call us on 0800 085 2404 to report your card as lost, stolen or damaged. 

    You can do this in our App:

    1. Logon to our App.
    2. Go to the menu.
    3. Choose ’Cards’.
    4. Select the card that’s lost/stolen/damaged.
    5. Tap ‘Report, Lost, stolen or damaged’ from the list.
    6. Follow the instructions.

    Lost or stolen FAQS >

    If you don’t have our App, you can call us on 0800 085 2404 to report your card as lost, stolen or damaged. 

  • Why are you changing from Visa to Mastercard?


    We are constantly looking to do the best for you and so Mastercard has been chosen as a new scheme provider because it gives us new ways to improve the services we are able to offer you. We will be introducing the changes throughout 2021 and will be in touch nearer the time, to share the details of what this means for you.

    Find out more

    We are constantly looking to do the best for you and so Mastercard has been chosen as a new scheme provider because it gives us new ways to improve the services we are able to offer you. We will be introducing the changes throughout 2021 and will be in touch nearer the time, to share the details of what this means for you.

    Find out more

  • How do I activate a new debit card?


    Debit cards can be used as soon as you receive your card and pin. If you want to use contactless please be aware that you need to complete a chip and pin transaction first to activate for example an ATM withdrawal or a transaction via chip and pin at a retailer. 

    Debit cards can be used as soon as you receive your card and pin. If you want to use contactless please be aware that you need to complete a chip and pin transaction first to activate for example an ATM withdrawal or a transaction via chip and pin at a retailer. 

  • How do I restrict gambling transactions on my debit card?


    You can turn on or off  gambling transactions on your debit card using the App. To find out how to do this and for our FAQs see our Gambling support page 

    You can turn on or off  gambling transactions on your debit card using the App. To find out how to do this and for our FAQs see our Gambling support page 

  • I need to query dispute a transaction on my first direct debit or credit card


    It can be hard to know where to go if you haven’t received a refund or when something goes wrong so we’ve put together a guide to help you understand what you may be entitled to and how you go about getting a refund.  

    Find out more about how to claim a debit or credit card refund

    It can be hard to know where to go if you haven’t received a refund or when something goes wrong so we’ve put together a guide to help you understand what you may be entitled to and how you go about getting a refund.  

    Find out more about how to claim a debit or credit card refund
  • How do I cancel my First Directory


    To cancel your First Directory account, send us a message via the help section of our App or by using the ‘Message Us’ option in Online Banking.

    To cancel your First Directory account, send us a message via the help section of our App or by using the ‘Message Us’ option in Online Banking.