Help and Support

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

Top FAQs

How do I block or cancel my credit card if it has been lost or stolen?

If your credit card has been lost or stolen, you can block or cancel it using our Mobile Banking App or Online Banking.

In our Mobile Banking App:

From the home screen, select your credit card.
For iOS, select 'Account Management' or, for Android, select the menu button.
Select 'Lost or Stolen Card'.
Select 'Block' to block your card; you can unblock it later if you find it.
While your card is blocked, your account will still be active, but transactions and additional cardholders will be on hold.
Once your card is blocked, you can cancel it and order a replacement.

In Online Banking:

From your Online Banking Overview, select ‘Your Card’ from the drop-down list.
Select ‘Temporary Block’ to block your card; you can unblock it later if you find it.
While your card is blocked, your account will still be active, but transactions and additional cardholders will be on hold.
Select ‘Report lost or stolen’ to cancel your card and we’ll get a new card sent out to you.

You can also contact us contact us to report your card lost or stolen.

How can I view or change my PIN for my Tesco Bank credit card?

You can view your PIN instantly in our Mobile Banking App. Please ensure you're in a safe space before viewing your PIN and do not write it down.

Select your Tesco Bank credit card from the home screen
For iOS, select 'Account Management' or, for Android, select the menu button at the bottom of the screen
Select 'View Card PIN'

Alternatively, you can order a PIN reminder by post using Online Banking, which should be with you within 7 days:

Select 'Your Card' from the drop-down list, then 'Get a PIN reminder'
You can also order a PIN reminder for any additional cardholders.

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

If you know your PIN and want to change it, you can do this 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.