Help and Support

We’ve got all the answers to your questions here in our Help and Support Centre.

Top FAQs

What do I do if my Tesco Bank Credit Card is lost or stolen?

If you think your card has been lost or stolen, you should let us know straight away using Online Banking or our Mobile Banking App.

Using Online Banking:

Log in to Online Banking, click on the arrow to expand your account and open the 'Your Card' feature by clicking the 'More' button.
From there you'll be able to report it either lost or stolen, where we’ll block and cancel your card and send you a new one within 7 days.
If you have any additional card holders, they’ll also get a new card - so be sure to let them know.

Using the Mobile Banking App:

Using our Mobile Banking App, open the 'Lost or stolen card' feature in 'Account management' on iOS or by clicking the button at the bottom of the screen on the left hand side on Android.
From there you'll be able to block your card, all transactions (except pending transactions) and any additional card holders. Unblock your credit card if you find it again.
Report it either lost or stolen and order a new card.

Alternatively, you can contact us.

What happens if I've forgotten or want to change my credit card PIN?

If you've forgotten your credit card PIN

If you've forgotten your credit card PIN, you can order a PIN reminder, and it should be with you within 7 days. Log in to Online Banking, click on the arrow to expand your account and open the 'Your Card' feature by clicking the 'More' button.

From there, you’ll be able to order a PIN reminder and we’ll pop it in the post to you. If you have any additional card holders, you can order a PIN reminder for them as well.

If your PIN is blocked, you'll need to contact us.

If you want to change your credit card PIN

Once you've received your PIN, you're able to change this to something more memorable at any ATM.

When does my 0% rate finish?

You'll be advised on the length of your introductory period when you take out your new card or a 0% rate on an existing card.

We also notify you 2 months prior to your 0% rate expiring on your monthly statement and by email or letter. As a final reminder, we’ll also send an email or letter one month before the rate ends.

You can view your statements in our Mobile Banking App or Online Banking.

From the date your 0% rate ends, your account will then revert back to your standard rate of interest. This is shown on your monthly statement.

You can contact us at any time to check this information.

What can I request a chargeback for?

If something goes wrong with something you've bought, and you cannot sort it out with the retailer, you may be able to get your money back by requesting a chargeback.

Below are some examples of situations where you may be able to request a chargeback:

You haven't received the item(s) or service (including travel/holidays, for example, airline bankruptcy, cancelled flights, or a cancelled hotel stay).
You bought something which turned out to be counterfeit, different than described, faulty, or damaged.
You returned item(s) or cancelled a service, but have not received a refund (including travel services).
You paid for a service but have been charged again by the merchant for something you don't agree with (for example, car hire, hotel, or similar).
You cancelled a subscription service but have been charged again.
You supplied your card details for goods/services, but didn't consent to the merchant enrolling you into an ongoing subscription (for example, a free trial, annual insurance, health supplements, or streaming services).
You've been charged twice for the same item(s) or service.

Please visit our chargeback page to make a claim online.

Can I settle my Tesco Bank Loan early?

You can settle and close your Tesco Bank Loan account at any time during the loan term by requesting an early settlement figure.

To request an early settlement figure, you can use our Early Settlement Form. We’ll email you the amount needed to settle your Tesco Bank Loan within an hour. Additionally, we’ll send it by post within a week.

Your settlement figure is valid for 30 days from the date of your request. There is a fee of up to 2 months’ interest, but the total amount you repay may include an interest saving. There is no charge if you choose to reduce your loan term through overpayment.