Personal
Current accounts
Manage my bank account
We're changing to Debit Mastercard®

Existing customers

Open more doors with your new Debit Mastercard®

On this page

What's changing Open in new window

What to do next Open in new window

How does it work? Open in new window

Update your card details Open in new window

Safety and Security Open in new window

Frequently asked questions Open in new window

Our Mobile App Open in new window

Digital Wallet Open in new window

Accessible features Open in new window

A new Debit Mastercard is heading your way

We’re switching to Mastercard and all our customers will soon receive a shiny new replacement debit card. Nothing is changing with your account, and your card will work in just the same way.

Now and then we rethink our relationships to keep things fresh for you and us. We’ve decided to move to Mastercard as it allows us to offer a better overall service to our customers. We'll be launching the new cards this year and will let you know closer to the time when you can expect to receive yours through your letterbox.

Your old Visa card will stop working soon so take a look at how to get your new Debit Mastercard card up and running. We won't contact you to request any personal details, so any requests you get could be a scam. We've gathered some information below so you can help protect yourself from frauds and scams.

All the information you need about our change over to Mastercard is available on this page. If you have any other queries you can chat with Cora by clicking the 'Need Help?' icon on your screen. She can support you with a number of requests such as: ‘My card isn’t working’ , ‘I want to freeze/unfreeze my card’ or ‘I want to change my address’.

A brand new look

To mark our transition from Visa to Debit Mastercard, we’ve designed a new Royal Bank card that’s fresh, modern and vertical – the way we tend to hold our card. The new design means all the usual card info is now on the back.

Through stunning, stylish photography we wanted to evoke the excitement of the great outdoors. A little taste of escapism every time you take out your card.

play button

Do these next bits when you get your new card

Watch how you can get your new Debit Mastercard up and running by following these quick and easy steps. You'll soon be ready to make contactless payments by card and mobile device. You can even manage your money on the go using our app (criteria apply).

These easy steps will help things go smoothly

1. It’s time to stop using your old Visa card so get your scissors to it and cut it up. Snip!

Open in new window

2. Pay once with your PIN or withdraw cash (don’t worry – it’s the same number as before). After this your new card should be ready to make contactless payments.

Open in new window

3. Make sure to check that your details are up-to-date on any websites that you use regularly, and don’t forget subscriptions or recurring payments. You’re not getting out of going to the gym that easily.

Open in new window

4. Add your card to your Apple Pay and Google Pay™ digital wallet. A great way to pay while you’re out and about. Retailer limits may apply. To use Apple Pay you must be 13 years of age or older. To use Google Pay™ you must be 16 years of age or older.

Open in new window

5. If you haven’t already, download our app. Its the easiest way to manage your money on the go. Our app is available to personal and business banking customers aged 11+ using compatible iOS and Android devices. You'll need a UK or international mobile number in specific countries.

Open in new window

6. Grab a pen and sign the back of your new Debit Mastercard. You're now good to go!

Open in new window

How does the new Debit Mastercard work?

Take a look at the debit card controls, new payment type and accessibility features this new card offers. And remember, any card controls on your current card will need to be reset on your new one.

Payment controls

You can use the mobile app to switch payment controls on and stop your Debit Mastercard making certain types of payments, such as:

Contactless
Chip and Pin
Digital & telephone payments
International payments
Gambling payments.

If you no longer require a control, you can instantly switch it off again in the app. Easy.

Go to the mobile app.

International purchase with cashback

Customers using our Debit Mastercard will now be able to enjoy international purchase with cash back. International Purchase with cashback means you can ask for cashback in local currency when you’re shopping abroad with your Debit Mastercard, but worth checking with the retailer beforehand.

Accessible features

We provide all customers with an accessible debit card. It is specially designed to be easier to use, especially if you’re blind or partially sighted. The card has several features:

A notch carved out of the side of the card, to help you work out which way round to insert your card into a cash machine or card reader.
A series of raised dots or lines, so you’ll know which card is your Royal Bank of Scotland card.
Telephone numbers on the back of the card are 50% larger to make reading easier.

Our cards are issued with flat print numbers. If you require a braille plastic wallet, please call us at 03457 24 24 24 (Relay UK – 18001 03457 24 24 24) for further details. If you require braille, large print, or audio fulfilment, please fill in the form below.

Request braille, large print, or audio fulfilment

Freeze your card

If you've misplaced your Debit Card, or want to stop it from being used, you can temporarily freeze your card to protect it from unauthorised use. You can freeze and unfreeze your card at any time using your mobile app or Digital Banking.

Remember to update your card details

Our top tip is to update your card details on any of your streaming services, like Amazon Prime and Netflix, as soon as you get your new Debit Mastercard.

It's not just subscriptions, check your phone plans and other services that could need updating too.

play button

Follow our safety tips

Take a look at how you can protect yourself and your money from crime and stay one step ahead of the scammers.

Can my card be used everywhere?

Your Debit Mastercard will be accepted almost anywhere that accepts card payments, either in store or online.

It's not just limited to the UK. Your Debit Mastercard is welcomed all over the world in all sorts of places. Use it in a tiny café in Paris or to book a scuba dive off the coast of Hawaii.

Remember that there could be some costs when shopping or withdrawing money while using your debit card abroad.

You can also use your contactless card abroad like you can in the UK. Just look for the contactless symbol. Limits can vary when you’re abroad.

Other frequently asked questions

I thought Mastercard was a credit card?

Whilst Mastercard is also known for credit cards, this is your replacement NatWest debit card. It works in the same way as your previous debit card, and can be used around the world wherever you see the Mastercard symbol.

My debit cards for two different accounts look almost the same. How can I easily tell them apart?

You can personalise your cards and add helpful descriptions such as ‘Bills Account’ and ‘2^nd Account’ which will sit alongside the cardholder name. Just get in touch and we would be happy to add a narrative to the card.

My debit card is about to expire. What happens now?

When your debit card is about to expire, we’ll send you a new one.

Your replacement card will arrive at least one week before the existing card is due to expire. Your card will expire on the last day of the month in the year printed on the front of your card. It’s shown as 'Expires End MM/YY'.

When you receive your new card, please destroy your old card securely.

Please note: If you haven't used your card for a period of at least 13 months prior to expiry, we don't automatically replace it. But if, at any time, you decide you want a card, just get in touch and we would be more than happy to order you one.

Will my PIN number stay the same?

Your normal PIN for your Visa Debit card will still be the same for your Debit Mastercard.

Will transaction rates and charges change?

Transaction rates and charges for your Debit Mastercard will stay the same as your Visa Debit card charges. Visit our account fees and charges page for more information.

How long will it take to get a credit on my account after a refund?

Refunds work the same way as they would do with your Visa card. How long it takes to get your refunds will usually depend on the retailer.

You are still eligible to claim a refund for any purchase you made with your old Visa card, in line with the merchant’s refund policy, using your Mastercard. If the merchant says that they cannot refund to a different card and ask for the card matching the part numbers on the receipt. You should explain that this is a replacement card you have received from the bank and that it is for the same bank account.

Will secure codes for payments work in the same way?

Mastercard SecureCode helps verify your purchases and works just the same as Verified by Visa. You could be asked to authenticate your identity via one-time passcode or biometrics and you’ll also have the same rights if you need to dispute a transaction.

To find out more about how we protect you from fraud, please visit our Security Centre.

I’ve got my new Debit Mastercard but it’s not working. What should I do?

First, check that you haven't frozen your card on the mobile app or online banking. If you have, just unfreeze the card on the app.

If the card is still frozen after this then contact the Debit Cards Customer Service team on 03457 24 24 24 from the UK or +44 131 549 8888 from overseas.

You can also chat to Cora, your digital assistant. Click on the ask Cora button below to start a chat and type "Card not working".

My Visa Debit card isn't working on Apple Pay/ Google Pay™ anymore. What should I do?

Remember to add your new card to your Apple Pay or Google Pay™ digital wallet. Your old Visa card stops working after you get your new Debit Mastercard so you need to update your details on your digital wallet and for any other subscriptions you might have.

To use Apple Pay you must be 13 years of age or older. To use Google Pay™ you must be 16 years of age or older. Google Pay™ is a trademark of Google LLC. Some retailer limits might apply.

Try our mobile app

Our app makes managing your money safe, easy and oh so speedy. You can check your balance or pay friends with just a couple of taps.

You're now able to pay in your cheques anytime, anywhere.
Use your face (and soon your voice) to keep your money even more secure.
Our new app update even allows you to use the app in dark mode to save your battery life.

You can download the app here

Our App is available to personal and business banking customers aged 11+ using compatible iOS and Android devices. You'll need a UK or international mobile number in specific countries.

Touch ID and Face ID available on selected Apple devices. Face/fingerprint unlock available on selected Android devices.

Digital wallets

Add your card to Apple Pay or Google Pay™ digital wallet. Whether you're paying online or in-store you can make safe, quick, convenient payments without needing to carry cash.

It's easy to pay online. There is no need to enter your card details again.
When Apple Pay and Google Pay™ are not available online, they could still autofill your card details - you just need your 3-digit CVV code on the back of your card.
You can make payments over the contactless limit in a shop without even needing a phone signal.
Keep your account safe with your device's biometric authentication - Face ID, Touch ID or face/fingerprint unlock.
Your payment information is encrypted and you get instant notifications when money comes out of your account.

You can find more information on Apple Pay here, and on Google Pay™ here.

Touch ID and Face ID available on selected Apple devices. Face/Fingerprint unlock available on selected Android devices.

... and it's better for the environment

New debit cards, made from 86% recycled materials, have been introduced across our Group saving around 190 tC02e in 2022 (tonnes of carbon dioxide equivalent).

And that's not all, as we are aiming to make all our operations climate positive by 2025.

Visit our Climate Change Hub to learn more about our approach to climate change and how we could help you with sustainable choices.

Terms and Conditions

OK. That’s it about cards. We’re making some changes to your current account terms and conditions. You can see the full details in the PDF below.

Your Current Account Terms (PDF, 1 MB)