Here's how Royal Bank of Scotland can help you keep moving
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Lost, misplaced or waiting for a new card?
Misplaced your debit card? Waiting for a replacement? Or simply left your wallet at home?
Don't worry. The Royal Bank of Scotland app gives you several ways to stay in control of your money and keep spending safely while you sort things out. Whether you need to temporarily freeze your card, make a payment with your phone, or access cash without your card, we've got you covered.
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
Which option is right for you?
Freeze your card while you look for it
What is Card Freeze?
Card Freeze lets you temporarily stop your debit card from being used.
When should I use it?
If you think your card is somewhere nearby but can't find it, freezing your card can give you peace of mind while you look. For example, if you've left it at home, misplaced it in your bag, or aren't sure where it is.
Why use it?
- Stops your card being used while you're searching.
- Takes just a few taps in the app.
- You can unfreeze it instantly if you find it.
Good to know: Freezing your card is often the best first step when you're unsure whether your card is lost or simply misplaced.
Where to find: Within the mobile app, simply choose your account and select the ‘Manage cards & Apple Pay/Google Pay™’ option.
Found your card? Unfreeze it in seconds
What is Card Unfreeze?
If you've frozen your card and then find it, you can quickly switch it back on in the app.
When should I use it?
As soon as you've confirmed your card is safely back with you.
Why use it?
- No need to order a replacement card.
- Start using your existing card again straight away.
- Gives you flexibility if your card turns up later.
Where to find: Within the mobile app, simply choose your account and select the ‘Manage cards & Apple Pay/Google Pay’ option.
Get a replacement card if it's lost
When should I replace my card?
If you've searched everywhere and are confident your card is lost, stolen, or won't be recovered.
Why order a replacement?
- Protects your account from potential misuse.
- Sends you a new card with new card details.
- Can be requested directly in the app.
While you wait...
You may still be able to continue spending using a virtual card or digital wallet.
Where to find:
- Log into the mobile app.
- Choose the account that you need a new card for.
- Select 'Manage Cards'.
- Then choose 'Lost, stolen or replace card'.
- To order a new card, select 'Get a new card', followed by the reason why you need a new card.
- Complete the details and submit.
Keep shopping with a Virtual Debit Card
What is a Virtual Debit Card?
Virtual debit cards are digital payment tools created and managed in the mobile app. They are not a digital copy of the physical debit card but in addition and optional. Each card has its own unique details, and they can be used to make payments in store, online or over the phone. They are free to create and linked to a current account. Payments will show just like now e.g. via Online Banking, in the mobile app and in your monthly statements.
When is it useful?
- While your physical card is frozen.
- While you're waiting for a replacement card.
- When you need to shop online but don't have your card to hand.
Why use it?
- Continue making eligible online payments.
- Available instantly in the app.
- Helps reduce disruption while your physical card isn't available.
Where to find: In the mobile app, select your account, click ‘Manage Cards’ then click on ‘Virtual Cards’
Available to customers with an eligible current account who have mobile banking and biometrics enabled. Spend limits and exclusions apply.
Pay with your phone using Apple Pay or Google Pay
What is a Digital Wallet?
With your mobile-phone, tablet or wearable, you can pay without carrying your debit card. Look for the contactless symbol, Apple Pay, or Google Pay options to make your contactless payment using your digital wallet, where you can. Criteria and Retailer limits apply.
When is it useful?
If you've left your wallet at home, misplaced your card, or are waiting for a replacement.
Why use it?
- Pay in shops using your phone.
- Quick and convenient for everyday spending.
- Accepted anywhere Apple Pay or Google Pay is accepted.
Where to find: - You can now activate your Apple Pay or Google Pay by contacting us via our digital teams. You can do this by opening Your NatWest mobile app and selecting "Help" on the bottom menu and then "Chat to Cora".
Need cash but don't have your card?
What is Get Cash?
Get Cash is a feature in our mobile banking app that allows you to withdraw money from a cash machine without using your debit card. It’s ideal for situations when you need cash but don’t have your card with you.
When is it useful?
- You've forgotten your wallet.
- Your card is temporarily unavailable.
- You need cash quickly while on the go.
Why use it?
- Access cash without your debit card.
- Fast and secure.
- Convenient if you're caught out without your wallet.
Where to find:
- Open the mobile banking app and select ‘Get Cash’. Choose the debit card you want to use for 'Get Cash', then tap the 3-dot icon at the top and select ‘Get Cash’.
- Choose the amount you want to withdraw.
- You’ll receive a secure cash code, valid for 3 hours. You can use the code yourself or send it to a friend or family member via text.
- Visit a compatible cash machine (excluding those located at Sainsbury’s stores). Use the ‘Near Me’ feature in the app to find the nearest branch. For Tesco ATMs, visit the Tesco website.
- At the ATM, press the ‘Enter’ key. Follow the on-screen instructions to complete your withdrawal.
If the code expires or is unused, the funds will be returned to your account within 3 to 24 hours.
Withdraw up to £130 every 24 hours at Royal Bank of Scotland, Natwest, Ulster Bank NI and Tesco ATMs. You must have at least £10 available in your account and have an active debit card (locked or unlocked).
Stay in control
Losing track of your card doesn't have to stop you spending, accessing cash or managing your money. The Royal Bank of Scotland app gives you a range of tools to help you stay secure, keep spending, and get back to normal as quickly as possible.
Whether your card is lost, misplaced, frozen or being replaced, help is just a few taps away.