Frequently asked questions

If you have not opened your account within the last 14 days, you can close your account online.

We’ve got several ways for you to pay your credit card bill, so it’s easy for you to keep up to date. All of this information is contained within the 'How to Pay' section of your monthly statement.

To do this via Online Banking:

To do this via the Mobile Banking App:

Once you receive your card, the easiest way to activate it is through our Mobile Banking App. Simply download our Mobile Banking App to your phone and follow these three steps:

Alternatively, you can contact us to activate your card. You’ll need to enter your 16-digit credit card number so please have it ready. If you’re registered for Online Banking, you will also need to provide selected digits from your Security Number. This process will also activate any additional cardholders on the account.

If you’re not registered for Online Banking, please follow the instructions provided during the registration process.

Sometimes your payments might be declined, this could be because of:

If you're still experiencing further issues, then you'll need to contact us.

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

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

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 two 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.

If you're using the Mobile Banking App or Online Banking to manage your Tesco Bank Loan, you can find your loan account number and sort code on the first screen after you log in.

Alternatively, you can find these details on your annual statement or original loan agreement. If you do not have this documentation, please contact us.

If you apply online, we try to give an instant decision to confirm if you are accepted, whether we need further information (see below), or if you're declined.

If you’ve been accepted, we'll either send you a credit agreement to check and sign, or where possible you can sign your credit agreement digitally.

To find out more about signing your loan agreement digitally, please see our FAQ 'Can I sign my Tesco Bank Loan agreement digitally?'.

We’ll then use Faster Payments to send the money directly to your bank account. Faster Payments can take up to 48 hours and the money can be withdrawn as soon as the funds reach your account.

If you apply over the phone or we require some supporting documentation:

It may take between 5 to 10 days for us to check that everything is ok. As we try to do this as quickly as possible, we do not send an acknowledgement email or letter, but will inform you as soon as a decision has been made. Once your returned agreement is processed, we use Faster Payments to send the money to your account.

If you gave us your mobile number during your application, we'll send a text when the funds have been sent to your account, followed by a welcome letter. If you need more information or have any questions, please contact us.

Yes, you can do this at any time during the Tesco Bank Loan term and with no fees.

Take a look at our handy overpayment guide for everything you need to know about how to make the payments and more.

If you’re looking to pay off and close your Tesco Bank Loan account early, take a look at our early settlement guide.

At the beginning of the loan we work out the interest you'll pay over the whole length of your loan and add this to your loan amount. We calculate your interest charge by applying interest at a monthly rate based on the APR to the balance of your loan, as reduced by your monthly repayments. We add this to the loan amount and then divide this total by the number of monthly repayments.

Although your repayment amount is fixed for the duration of your loan, the way that we allocate each monthly payment between the loan capital and the interest varies throughout the term. At the start of the loan, a higher proportion of your monthly repayment is allocated to repaying interest. However, as you start to make more repayments, we allocate less of the monthly repayments to repaying interest and more towards reducing the capital until your loan is completely repaid.

You can find all the information you need on how to close your account on our account closure page.

You can make multiple deposits immediately within the first 30 days of opening your Fixed Rate Saver. Your total balance must be at least £2,000 and no more than £5 million by the end of this period. After this time, no further deposits can be made.

Please note, if this is a newly opened joint account, you may need to wait up to 48 hours before making your first deposit, unless you’re transferring from another Tesco Bank account.

Please remember to write the account number and sort code on the back of the cheque so we know where to deposit your money.

You only need to pay tax on any interest you earn above your Personal Savings Allowance. You are responsible for making sure you're paying the correct tax.

If you're unsure whether you are required to pay tax, please contact HMRC.

You can move money out of your account using:

You can move up to £10,000 a day to a non-Tesco Bank linked account in your own name and up to £100,000 a day to other internal Tesco Bank accounts in your own name.

Contact us to withdraw larger amounts.

About 2 weeks before your Fixed Rate Saver matures, we’ll get in touch to ask you what you want to do with your money. You'll have the following options:

You can visit our maturity page to learn more about these options.

Please tell us your maturity instructions up to 30 days before your maturity date. If we do not hear from you before your account matures, we’ll send the interest you’ve made to your linked account. After this, your account will begin to earn our standard variable rate.

We’re always updating our security measures for our Mobile Banking App. However, this means some of our customers using older devices, operating systems, or app versions may no longer be able to access our app.

To keep you safe, we recommend you have the latest version of our app as well as the most up-to-date operating system (OS) installed on your device. Our app and operating system requirements are:

If you launch our app using a version older than 4.51.0 for iOS or Android, you will not have access to your accounts via our app. We'll instead direct you to the App Store or Play Store to get the latest update.

Your device's OS must be iOS 16 or above or Android 10 or above to download and use our app. Please note that our app is not available on Android tablets.

You will not be able to use our app on a jailbroken or rooted device. This is because these devices are more exposed to cyber criminals and security threats.

If you cannot upgrade your device, you can still manage your Tesco Bank accounts on your phone, tablet, or desktop computer with Online Banking.

You can view and manage all of your Tesco Bank accounts in one place using our Mobile Banking App. In order to view the accounts, they must be in your name. For credit cards, only primary cardholders can view the account; additional cardholders will not be able to add the account to their Mobile Banking App or Online Banking.

If you cannot see all of your accounts, open the App settings and select 'Add Tesco Bank accounts', then tap on the button to 'Continue to Online Banking'. Log in to Online Banking and on the 'My Overview' page, scroll down to the bottom of the page until you reach the section, 'Can't see all of your Tesco Bank accounts?'. Please click 'Add your other Tesco Bank accounts'. It will then ask you to select the product you want to add, and on the next screen you'll be asked to enter account details.

If you cannot see all your accounts after following these steps, please contact us.

We work hard to keep your accounts safe and secure. We constantly monitor our systems and processes to ensure we maintain the high level of security you would expect from a bank. More information can be found on our how we protect your online purchases page.

There are different ways for you to log in to your Mobile Banking App, and you should take the following steps to protect your app for each.

If you have a supported device, you can log in to the app using Fingerprint or Touch ID. Your passcode or password will be required to enable Fingerprint or Touch ID. Once enabled, any fingerprints on your device can be used to access your account so you must not store anyone else’s fingerprint on your device. For more information about Touch ID security, you can visit the Apple support page.

Additionally, if you have a supported device, you can use Apple’s Face ID to log in and authenticate transactions with our app. Similar to Touch ID, you will need your passcode or password to enable Face ID. For more detail on Face ID, you can visit the Apple support page.

If you choose to use a passcode to log in to the app, it's important that you select one which would be hard for a fraudster to guess and which is different from your other passcodes and PINs, and that you keep it secret.

To find out more about the steps you can take to keep yourself safe in the app and also online visit our Security page.

You can find more support with logging in to our Mobile Banking App on our help page.

You should be able to access the app if you're abroad, but please remember that the app needs an internet connection and data roaming charges can be expensive. Please check with your data provider before you travel, or alternatively use a Wi-Fi connection.

Our Mobile Banking App is available on Apple and Android devices. We do not currently support any other mobile platforms. You can download it for free from the App Store or Google Play.

We’ve recently updated some of our security measures for our Mobile Banking App, which means that some of our customers using older devices, operating systems, or app versions will no longer be able to access our app. The Tesco Bank Mobile Banking App does not support Apple devices with operating systems lower than iOS 16 and Android devices with operating systems lower than Android 10. Please note that our app is not available on Android tablets.

All you need to get started with our app is to download it from one of the links above, have your account details to hand, and you'll be managing your money on-the-go in a matter of minutes.

On the Tesco Bank website, select 'Log in' in the top right-hand corner of the screen.

Enter your Username on the log in page and select 'Log in'. On the next page, enter the two digits requested from your security number and your password.

When you log in to Online Banking on a mobile device or computer we don't recognise, we'll send you a One Time Access Code by text message or by an automated call. You'll also be asked if you want us to recognise your device.

Yes, you can log in to Online Banking from more than one mobile device or computer as long as we have your up-to-date mobile phone or landline, or you've already asked us to recognise the device.

If you don't have a mobile phone or landline, you can log in from only one recognised mobile device or computer. If you need to remove a recognised device, please see our FAQ, How do I stop Tesco Bank recognising my device when I log in to Online Banking?

There may be a few reasons you’re having problems logging in to Online Banking. Below are some you can check before you contact us for help:

Your Security Number is one of three unique pieces of information that we use to identify you when you log in to Online Banking.

You'll be asked to set up a Security Number when you register for Online Banking and we'll ask you to enter your username, your password and two digits from your Security Number every time you log in.

We'll never ask you to enter all six digits of your Security Number.

If you forget any of your login details, you can reset these online. Just look for these links when logging in:

We’ll also ask you to enter your name, date of birth and postcode as we’ll need this information to identify you. Depending on the account you have with us, you can choose to enter your 16-digit credit card number or sort code and account number from your savings or loan account.

If you need to change your name with us, you need to send us your request in writing. Your letter should include:

Depending on the reason you are changing your name, we need one of the following bits of documentation:

Once we receive your letter, we'll scan your certificate and send it back. We'll also send it back via the same method you sent it, so if you send it via recorded delivery, we’ll also return it that way. This can take up to 10 working days to be processed and returned to you.​​​​​​​

The address you need to send your letter to will vary dependent on the product you have with us:

You can update your contact, address and additional details for your Credit Card, Loan, Savings or Clubcard Pay+ account via Online Banking. Once logged in:

Please note, when we update your details, we will also send you a text to let you know they have been updated successfully. Should you receive a text like this when you have not updated your details, contact us.

It's important that you keep us informed if you change your address. It is a legal requirement that we send your annual statement to your last known address, so by keeping us informed when you move home you can help ensure that this sensitive information reaches you as intended.

You can also update personal details through our Mobile Banking App. For step-by-step instructions, please see our FAQ, How do I update my address, email, and phone number in the Mobile Banking App?

To update your details for your Credit Card, Loan, Savings or Clubcard Pay+ account, simply log in to our Mobile Banking App, go to the Settings menu and then select ‘Personal details’. You can tap ‘Edit’ on any details you’d like to change.

You might not be able to buy things online using your card if we do not have the right mobile number for you. This is because we’ll send you a text with a code you can use to verify your identity and keep your account secure.

We’ll send you a text to let you know everything has been updated successfully. If you get a text about this and you have not made any updates, please get in touch as soon as possible.

You can also update your personal details through Online Banking. For step-by-step instructions, please see our FAQ, How do I update my contact, address and additional details using Online Banking?

The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there's an error in the payment of your Direct Debit, for instance, if a payment is taken on the incorrect date, or the wrong amount is collected. It cannot be used to address contractual disputes between you and the billing organisation.

The full text of the Direct Debit Guarantee is available below.

This guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.

Confirmation of Payee is an account name-checking service designed to help reduce fraud through misdirected payments. It provides greater assurance to you and us that payments are being sent, and collected from, the intended account holder. In other words, it helps make sure that payments or transfers go to the right place.

At Tesco Bank, we use this service, in conjunction with the advice from UK Finance, to help protect you.

When you’re moving money out of your account, this process now helps you to take five to stop fraud.

Take a moment to stop and think before parting with your money or information. It could keep you safe.

Ask yourself, could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.

Contact your bank immediately if you think you’ve been scammed and report it to Action Fraud or call 0330 123 2040