FAQs
Triodos Bank will not charge you for cash withdrawals from any ATM in the UK. However, some ATM providers may charge for using their machines to withdraw cash. There is a charge for withdrawing cash from abroad, please see our tariff for details.
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It’s best to cut your card into pieces, making sure to cut through the chip and magnetic strip and put the card in with your normal waste, rather than your recycling. If possible, don’t put all the pieces of the card in the same bin or with any related documentation such as receipts or statements.
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You can withdraw up to £300 per day in the UK per cardholder from ATMs accepting Visa. You can amend this to up to £500 per day in the Triodos app under More > Cards > Card daily limits > Cash withdrawals. You can amend this in Internet Banking under Self Service > Cards > Daily cash withdrawal limit.
You can use any cash machines displaying the Visa logo.
To make things easier you can find your nearest cash machine here.
Remember, you can also request cash back when shopping with participating retailers.
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The card is made from recycled PVC, we chose this material because it has the lowest CO2 footprint and the lowest environmental impact compared to other plastics. It doesn’t break easily and is sustainable and durable.
Using recycled PVC eliminates the use of land, plant protection products and fertilizers in comparison to the environmental impact of bioplastics.
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To activate your card, use your PIN to withdraw money from an ATM or when making a payment. You will need to do this before you make any contactless or online payments.
Your PIN is viewable in the Triodos Mobile Banking App under More > Cards. If you have never used the Triodos App, your PIN will be sent in the post separately.
Your card will need to be activated before you can add it to an Apple Wallet.
Don't have the Mobile App? Download via the App Store or Google Play to manage your money on the go, easily and securely. To download the app, you'll need a compatible smartphone or tablet - running Android 6.0 or higher, or Apple iOS 14 or higher.
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You can place a block on your card and order a replacement in the Triodos Mobile Banking App by going to More > Cards, or in Internet Banking by going to Self-Service > Cards.
Blocking your card will also block your card being used with Apple Pay.
If you need more support, please call us on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) to speak to our 24/7 card services department. We do not have a facility to offer emergency cash in the instance where your card has been lost or stolen. A new debit card should arrive at your home address within five working days.
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Yes, Confirmation of Payee (CoP) is an account name-checking service that has been introduced to combat fraud and misdirected payments. Triodos is part of the UK industry-wide scheme for incoming and outbound payments, and a CoP check will be performed every time you send money from your Triodos account. We encourage you still continue to check payment details in line with our guidance, and regularly review our website for information on how to prevent fraud.
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We do not offer a facility for emergency cash if you have lost your debit card or it has been stolen. However, you can still access your mobile app or internet banking to make payments from your account.
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Our card department provides 24 hour transaction monitoring on the Triodos Debit Card and will block a transaction or a card if required. In this event we will send a text message asking you to call us. We will not ask for the card PIN, three-digit CVV code on the back of the card or any information regarding your digipass.
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Please call us at the earliest opportunity on 0330 355 0355. Our card services department can be accessed by calling that number 24 hours a day, 7 days a week.
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When you send money, we will check with the bank you’re sending money to that the name on the account matches the bank details you’ve provided, and let you know if they don’t.
One of the following results will appear on your screen:
The recipient account name is a match
Means the recipient account name you entered matches the payee’s account name.
The recipient name you gave us is a close match, but not exactly the same as the name held on the account
Means the recipient name you gave us is a close match to the name held on the account but not an exact match. We will show the name on the account you’re paying to help you decide whether it’s the right person. You should also double-check the details and request another CoP check before sending any payment.
The recipient name you gave us is not the same as the name held on the account
Means the recipient name you gave us is different to the name held on the account. You should double-check the details and request another CoP check, otherwise your money could be sent to the wrong account.
It is important to be aware that if you choose to go ahead anyway, and the account does not belong to the intended recipient, we may not be able to get your money back.
The recipient bank account does not exist
Means it may be that the recipient account sort code or account number has been entered incorrectly, or the account may be closed. You will need to check with the recipient if their details are correct before you are able to make a payment. If an account does not exist, the payment can't be made.
Unable to check the name, please try again later
Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.
You can continue with the payment – but always double-check yourself that the account name and details are correct.
We are unable to verify these details with the recipient bank at this time – please check the details before continuing
Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.
You can continue with the payment – but always double-check yourself that the account name and details are correct.
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Replacement cards usually arrive within five working days of the request, while new cards should be received within five days of the account being opened. If your card has not arrived in this time you can contact our 24/7 card services department on 0330 355 0355.
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If you lose an Apple Pay enabled device, you can remove your debit card from Apple Pay by placing your device in 'Lost Mode' via Find My iPhone or by 'Removing All Cards' on icloud.com.
Once you have disabled your card on your device/s following the steps above, please contact us.
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If your card is damaged and you request a replacement or is about to expire so you have a replacement on the way, you can continue to use Apple Pay. You will not need to set up Apple Pay again for your new card.
If your card is lost or stolen so has been blocked, Apple Pay will also be blocked. Apple Pay will remain blocked for the card that has been lost or stolen. Once your new card has been issued it will automatically be set up on Apple Pay for you to use. You will still need to activate your debit card once it arrives to be able to use it.
If you need more information on how to activate your debit card, please see below.
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You can remove the Triodos Debit Card from your Apple Wallet at any time. After that, you won't be able to pay with Apple Pay.
How to remove the Triodos Debit Card from the Apple Wallet:
- Go to Apple Wallet and tap the card you want to remove
- At the top right, tap the circle with three dots
- Tap card details
- Tap remove card
Please note that depending on your iOS version, the steps may differ slightly. Also, the transaction history of this debit card will no longer be visible in the Apple Wallet.
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When your debit card is added to Apple Pay, it creates a unique Device Account Number. The last 4 digits of this number are shown on receipts in place of your card number. This is part of Apple Pay's built-in security measures that help protect your data during payment transactions.
More information about why this feature is used - along with information about Apple Pay's other privacy and security features - is available here: Apple Pay security and privacy overview.
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The limit you can pay with Apple Pay is the same as your physical debit card.
You can find/change your card daily limit in the Triodos App under More > Cards > Card daily limits, or in Internet Banking under Self service > Cards > Card daily limits.
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Yes, some places may not accept Apple Pay or may require you to insert your physical card. You will also need your physical card to withdraw cash from an ATM.
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It is possible that your telephone number is incorrect so the code has not been sent correctly. You can change your contact details yourself in the Triodos Mobile Banking App and Internet Banking. If your details are correct, please contact us.
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There can be a number of reasons why your card can't be added. Please contact us for more information.
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Visa Secure is only for online transactions, like shopping. It doesn’t apply when using a chip and pin or contactless payments. You can find out more in our Visa Secure Terms.
When completing online transactions a Visa Secure box will appear, where you will then need to go into the Triodos Mobile Banking App or Internet Banking to authorise the transaction request. Once authorised you can return to the website to complete your transaction.
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Download the latest version of the Triodos Mobile Banking App.
Here's how to set up Apple Pay:
- Open the Triodos Mobile Banking App on your iPhone
- Go to More
- Tap Cards
- Tap Add to Apple Wallet
Here's how to add the Triodos Debit Card to an Apple Watch:
- Open the Apple Wallet on your Apple Watch
- Tap More options
- Tap Add card
- Choose Payment Card
- Select the Triodos Debit Card
Your Triodos Debit Card must be active to be able to use Apple Pay. If you have not yet activated it, you can do this by using your PIN to withdraw cash from an ATM or when making a payment using your physical debit card and PIN.
To use Apple Pay you need to have contactless payments enabled for your card which can be found under More > Cards > Contactless payments.
If you remove your Triodos Debit Card from Apple Pay, you can re-add it at any time by following these same steps.
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There can be many reasons why your card payment might be declined. For example:
- Your card is set by default to only allow transactions in Europe. This means that an online card payment will be declined if you are trying to pay a company that is based outside of Europe, even if you are paying in GBP. You can change your card usage to worldwide in the Triodos Mobile Banking App by going to More > Cards > Card usage abroad, or in Internet Banking by going to Self service > Cards > Card usage abroad.
- You may need to adjust your card daily limit. This can be done in the Triodos App under More > Cards > Card daily limits, or in Internet Banking under Self service > Cards > Card daily limits.
- Your address may not match with both the retailer and your Triodos account. You can check your address in the Triodos App under More > Personal information, or in Internet Banking under Self service > Personal settings.
- You may need to approve the payment. More information on this can be found here.
If these suggestions do not resolve the issue, please contact us.
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Your Triodos Debit Card must be active to be able to use Apple Pay. If you have not yet activated it, you can do this by using your PIN to withdraw cash from an ATM or when making a payment using your physical debit card and PIN. To use Apple Pay you also need to have contactless payments enabled for your card which can be toggled on or off in the Triodos App or Internet Banking under More > Cards > Contactless Payments.
There are other reasons why a payment with Apple Pay may not work, such as a blocked debit card or insufficient funds in your account.
If you have tried all of these options and need further help, please contact us.
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Here's how to pay in-store with Apple Pay:
When paying with Apple Pay online or in-app,
You can turn on/off notifications for transactions in the Wallet App which will confirm if the transaction was successful.
Your Triodos Debit Card needs to be activated before you can make your first Apple Pay payment. You can do this by using your PIN to withdraw cash from an ATM or when making a payment using your physical debit card and PIN.
To use Apple Pay you need to have contactless payments enabled for your card which can be found under More > Cards > Contactless payments.
- Hold your iPhone or Apple Watch near the payment terminal
- Check the amount
- Confirm with your Face ID, Touch ID, or passcode
- If it says 'Done', the payment was sent
When paying with Apple Pay online or in-app,
- Select Apple Pay from the payments options
- Check the amount & details before double clicking on the side button as explained on the screen
- Confirm with your Face ID, Touch ID, or passcode
- If it says 'Done', the payment was sent
You can turn on/off notifications for transactions in the Wallet App which will confirm if the transaction was successful.
Your Triodos Debit Card needs to be activated before you can make your first Apple Pay payment. You can do this by using your PIN to withdraw cash from an ATM or when making a payment using your physical debit card and PIN.
To use Apple Pay you need to have contactless payments enabled for your card which can be found under More > Cards > Contactless payments.
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If your payment is in reservation, it means it has not yet been fully claimed by the merchant and is still pending. If these charges are a mistake, you can expect the reserved amount to become available again on your account on the 8th calendar day. This can happen sooner if the merchant removes their hold on the funds.
The only exception to this is if your payment is for car hire, van hire, or some accommodation or hotel bookings. These can take 30 days for the funds to become available again in your balance.
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