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 an Apple Wallet.

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 15 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.

Blocking your card will also block your card being used with Apple Pay.

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.

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.

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 the authorisation will be completed via your device depending on how it is set up (FaceID, TouchID or passcode).

It's not yet possible to make contactless payments with Google Pay on your Android phone. We're working hard to make Google Pay available as soon as possible.

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 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.

If you don’t recognise a debit card transaction on your account there’s a few things you can do. Research the name that appears on your statement (retailers can often come up under other names), think about any regular subscriptions you may have recently signed up for, have you come to the end of a free trial of something that is now being charged for?

If you have done this and still don’t recognise the transaction, please call us and we can raise a dispute on your behalf with the merchant.

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.

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.