Security and Fraud Hub

If you think your Tesco Bank details have been compromised or you've responded to a suspicious call, email or text, contact us immediately.

Tesco Bank will never call, email or text you to ask you to do any of the following:

• Give your full passwords or security details.
• Log in to reset security.
• Share your one-time passcode - we may send you a one-time passcode to authorise a payment, but we'll never ask you to share it with us.
• Enter a one-time passcode to authorise a refund.
• Download apps or software to allow remote access to your device.

These scenarios are all examples of common scams which target your money and personal information.

If you think you've received a fraudulent email, forward it to us at phishing@tescobank.com. Please do not include any personal details in your email. Once you forward the suspicious email, delete it.

If you think you've received a fraudulent text message, report it to your network operator by forwarding it to 7726. You'll get an automated response and may be asked to send more information. Forwarding messages to 7726 will not cost you anything.

If you've been scammed, defrauded or experienced cybercrime, report it to the police.

Report Fraud is the UK's national centre for cybercrime and fraud. If you live in England, Wales or Northern Ireland, report fraud and any other financial crime on the Report Fraud website or call us on 0300 123 2040.

If you live in Scotland, report fraud and any other financial crime to Police Scotland by calling 101.

When you first spot a transaction on your statement that you do not recognise, it can be difficult to know what to do. Here are a few things to think about that might help:

• The retailer may have a different trading name. Check our list of popular retailer trading names.
• Did you sign up for any subscriptions or free trials that asked you to give your card details?
• Check your emails, including your junk folder, from the date of the transaction. You might find the details of a transaction you've made, or a subscription you signed up for.
• If you've got any additional cardholders, remember to ask them if they recognise the transaction.
• If possible, get in touch with the retailer and ask them what the payment was for.

If you believe you've been a victim of fraud, please call us immediately on 0345 300 4278*

If you're still not sure what the payment is for but do not think it was fraud, please call us on the number above. 

*This number may be included as part of any inclusive call minutes provided by your phone operator.

So we can help as quickly as possible, please have a few things to hand:

• Your credit card number or your sort code and account number.
• The date and merchant name on the transaction you do not recognise. You can find this in our Mobile Banking App, in Online Banking, or on your paper statement.

What is a chargeback?

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.

Find out more information about how to request a chargeback.

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

Insufficient funds

• If there is not enough available credit or you are over your limit, then we may decline your transaction.
• Please check you have sufficient funds available to cover the transaction.

Pending payments

• You could have pending payments which impact your available balance.

An error with the merchant bank

• If there's an error with the merchant bank, this is something which we have no control over.
• If you've checked your available balance and there are sufficient funds available, then you'll need to query this with the merchant bank.

A security measure after several Contactless payments

• If you've used your card for Contactless payments several times your card may be declined as a security measure.
• Please try using it with Chip and PIN as this should resolve the issue.
• If you need a PIN reminder, you can view your PIN instantly in our Mobile Banking App.

Incorrect card details

• If this is an online transaction, please check you have entered your card details correctly.
• If anything is entered incorrectly, then your transaction will be declined.

An incorrect One Time Access Code or not receiving a One Time Access Code

• If your One Time Access Code (OTAC) is entered incorrectly, your transaction may be declined.
• If you've not received your OTAC then please log in to Online Banking and check we have your up-to-date mobile number.
• Please refer to our existing FAQ How do I update my contact, address and additional details using Online Banking? on how to do this if you're unsure.
• If you believe your contact details are correct and you're still having issues with your OTAC, then please contact us as your Tesco Bank Secure account may be disabled.

A fraud prevention measure

• Occasionally, we can decline a transaction as a fraud prevention measure.
• If we do this, we'll send you a text asking you to reply.
• If this is a genuine transaction, you'll need to confirm this.
• We recommend allowing 5 minutes after sending your text before processing the transaction again.

Arrears

• If you're in arrears and with our Collections team (due to outstanding payment), then we may decline your transaction.

A damaged card

• Your card may not work correctly if it's damaged and you may need to order a replacement.

If you're still experiencing further issues, please contact us.

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 to report your card lost or stolen.

Whether you’re considering an investment, pension opportunity, loan or other financial service, use the Financial Conduct Authority’s Firm Checker to confirm the firm is authorised and help avoid scams.

You should also check the contact details match those listed on Firm Checker to avoid scammers pretending to be a real firm. 

Using an authorised firm brings other benefits as they must meet FCA standards and follow the FCA’s rules. It means you can take a complaint to the Financial Ombudsman Service and are more likely to benefit from protection offered by the Financial Services Compensation Scheme.

Firm Checker also highlights firms the FCA knows are operating without permission, so you know which ones to avoid.

If you think your Tesco Bank details have been compromised or you've responded to a suspicious call, email or text, contact us immediately.

Tesco Bank will never call, email or text you to ask you to do any of the following:

• Give your full passwords or security details.
• Log in to reset security.
• Share your one-time passcode - we may send you a one-time passcode to authorise a payment, but we'll never ask you to share it with us.
• Enter a one-time passcode to authorise a refund.
• Download apps or software to allow remote access to your device.

These scenarios are all examples of common scams which target your money and personal information.

If you think you've received a fraudulent email, forward it to us at phishing@tescobank.com. Please do not include any personal details in your email. Once you forward the suspicious email, delete it.

If you think you've received a fraudulent text message, report it to your network operator by forwarding it to 7726. You'll get an automated response and may be asked to send more information. Forwarding messages to 7726 will not cost you anything.

If you've been scammed, defrauded or experienced cybercrime, report it to the police.

Report Fraud is the UK's national centre for cybercrime and fraud. If you live in England, Wales or Northern Ireland, report fraud and any other financial crime on the Report Fraud website or call us on 0300 123 2040.

If you live in Scotland, report fraud and any other financial crime to Police Scotland by calling 101.