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Help and Support


Read answers to common Online Card Services questions, or search our FAQs for information on other topics.

Online Card Services

Can I manage my account online?

Yes, you can manage your account online using Online Card Services to do all of this and more:

  • View an account summary.
  • Check your statement online.
  • View your PIN.
  • Make a transfer request.
  • Make debit card payments.
  • Set up or manage a Direct Debit.
  • Manage your personal and contact details.
  • Change your log in details.

Simply log in or register to get started.

Do I need to have JavaScript switched on to use Online Card Services?

Yes, to access Online Card Services and for best performance, you must have JavaScript switched on.

JavaScript is a programming language used to make web pages interactive. If it is disabled, the content or the functionality of a web page you visit may be limited or unavailable.

Most web browsers now support JavaScript. If yours doesn't, please upgrade to the latest version of your browser, or download a new one. It's worth upgrading your browser when updates are available, so that you get the best performance from any website you visit.

To find out more about other browsers/settings, please contact to your service provider.

Registration and activation

What information do I need to register for Online Card Services?

To register you’ll need to know the following information:

  • Your credit card number.
  • The credit limit on your account.
  • Your date of birth.

If you've registered before with a different card, you don't need to register again. Just log in to Online Card Services, select 'Add Card' from the 'Cards Overview' page to add a new account to your existing profile.

We may ask some additional security questions.

Can I register more than one credit card account for Online Card Services?

If you've used Online Card Services before, you can use the same profile to register all of your new credit cards. To do this:

  • Log in to Online Card Services.
  • Select 'Add Card'.
  • Enter the requested details.

Useful info
You'll need your credit card and either the welcome letter that came with it, or your latest statement. For your security, we'll also ask you to confirm some personal details.

If you haven't used Online Card Services before, you'll need to register first.

How do I activate my card?

Before you can use your credit card, you'll need to activate it. Please do this as soon as you receive your card through the post. This will help us give you a better service – and protect you against credit card fraud. If you have two cards in your name on a single account then you only need to activate one and both cards will be ready to use. Refer to the sticker on the front of your card for more details on activation.

Activating your card online
You can activate your card by logging into or registering for Online Card Services.

For your peace of mind, our 'Online Card Services' system uses the latest security encryption technology to keep your information secure.

How long it takes
It's quick, easy and secure to activate your card. It should only take a minute.

Do I have to enter my registration information each time I log in?

No. After you have completed the registration process and selected a unique username and password, using Online Card Services is easy. Simply enter your username and password to log in and access the site's services.

Forgotten log in details

How do I reset my Online Card Services log in details?

If you've forgotten your Online Card Services log in details, it's easy to reset them:

  • Visit Online Card Services.
  • Select 'Forgotten your log in details?'
  • Follow the instructions - you'll be asked to provide some information about you and your account.
  • Choose a new password and change your username if you want to.

And that's it, you're all set to log in to Online Card Services and start managing your credit card account securely and at your convenience.

Payments

How do I make a payment?

You've got a few different ways to make a payment:

Online
You can set up and manage a Direct Debit, or make a debit card payment online, plus there's information about other payment methods online.

  • Log in or register for Online Card Services.
  • Select 'Payments'.

One-off payment by debit card
You can make a one-off payment by debit card for any amount, at any time.

How long it takes
Your payment will be completed on the next Business Day.

By Direct Debit
Direct Debit is one of the quickest and most reliable ways to make a payment. Just decide if you want to pay the full or minimum amount and, whatever you choose, it'll be paid automatically each month.

Please ensure you make at least the minimum payment on your account using another method until we advise you on your statement that your monthly Direct Debit is in place.

How long it takes

Your Direct Debit payment will be added to your credit card account on your payment due date, and will leave your bank or building society account on either the same or the next Business Day.

Useful info

Once set up, your Direct Debit payment will be taken regardless of any additional payments you make.

By internet/telephone banking
Most banks now process transactions by Faster Payments. You can set one up using your bank's internet/telephone banking service, or in branch. They'll need:

  • Our account number:- 70328725
  • Our sort code:- 08-61-30
  • Your credit card number.

How long it takes
Providing there are no restrictions on your credit card account, Faster Payments made between 8am and 4pm, Monday to Friday, will be completed and available for you to use within 2 hours of us receiving cleared funds from your bank. Outside of these hours, or on a weekend/bank holiday, your payment will be completed and available for you to use by 10am on the next Business Day.

Over the counter
Giro slip
This only applies if you still get your statements by post.

You'll find a Giro slip at the bottom of your latest statement. Take it to your bank or building society and they'll process a payment for you.

How long it takes
Please allow 4 Business Days for your payment to reach your account.

Useful info
Payments made by cash or cheque over the counter will take the same time to reach your account.

By cheque
You can send a cheque to us by post, here's how:

  • Make out your cheque to MBNA Limited.
  • Write your credit card number in the top left-hand corner on the front.
  • Write your name and address on the back.
  • Use the current date when you write your cheque.
  • Post your cheque to:

Card Services
Thynne Street
Bolton
UK
BL11 1AZ

How long it takes
It'll normally take about 5 days for your payment to reach us by First Class post. But it could take longer by Second Class, or if there are delays.

Providing there are no restrictions on your credit card account, the value of any payments made will be available for you to use from the start of the Business Day on which your payment is completed.

Payments will be reflected in your 'Available to spend' and 'Current balance' totals after 9.00pm on the day they are completed.

Useful info
If you've got more than one credit card account with us, please send a separate cheque (in a separate envelope) for each payment. Please don't include correspondence or cash with your cheque.

Never post-date your cheque. If you do, we may take the payment before your next statement is produced, or send it back to you unpaid. If you miss a payment, you'll be charged a £12 late fee, plus you'll be charged an extra £12 every time we're unable to claim a payment.

By Standing Order
Yes you can set up a Standing Order to make a fixed monthly payment. Just download and fill in the Standing Order Mandate (PDF) - there are instructions on the form to help you.

'PDF' after a file name means that you'll need Adobe® Acrobat® to read or print the file. If you are unable to open PDF files, or you don't have printer access, please contact your bank to request a Standing Order mandate form.

Bear in mind that your balance will change each month, so make sure the value of your Standing Order covers at least this amount.

With your mobile
Through Mobile Text Services
Our Mobile Text Service lets you make a payment by text. If you've paid by debit card before - and the card you used is still active – then you’re good to go. Standard network charges apply.

Through Mobile Card Services
Mobile Card Services is the specially designed version of 'Online Card Services' that's just for your mobile. Log in to access your account and make a payment by debit card.

To learn more about Mobile Services:

  • Log in or register for Online Card Services
  • You'll find 'Mobile Services' in the 'Menu'.

How long it takes
Your payment will be completed on the next Business Day.

Important: providing there are no restrictions on your credit card account, the value of your payment will be available for you to use from the start of the Business Day on which your payment is completed.

It will show in your 'Available for Cash & Purchases' and 'Outstanding Balance' totals after 9.00pm on that day.

Can I pay by debit card?

Yes, it's easy to make a debit card payment online:

  • Log in or register for Online Card Services.
  • Select 'Payments'.
  • Choose 'Make a debit card payment' and follow the instructions.

How long it takes
Your payment will be completed on the next Business Day.

Providing there are no restrictions on your credit card account, the value of your payment will be available for you to use from the start of the Business Day on which your payment is completed.

It will show in your 'Available for Cash & Purchases' and 'Outstanding Balance' totals after 9.00pm on that day.

How can I find out more about paying by Direct Debit?

Direct Debit is one of the quickest and most reliable ways to make a payment. Just decide if you want to pay the full or minimum amount and, whatever you choose, it'll be paid automatically each month.

To set up a Direct Debit:

  • Log in or register for Online Card Services.
  • Select 'Payments'.
  • Choose 'Set up a Direct Debit' and follow the instructions.

You can also download a copy of the Direct Debit Instruction form in Online Card Services, or request a paper copy in the post - just choose 'Other Ways to Pay' from the 'Payments' page.

How long it takes
Your payment will be credited to your credit card account on your payment due date and will be collected from your bank or building society account on either the same or the next Business Day. Direct Debit payments will appear under the name 'MBNA Limited'.

Useful info
Once set up, your Direct Debit payment will be taken regardless of any additional payments you make.

Providing there are no restrictions on your credit card account, the value of your payment will be available for you to use from the start of the Business Day on which your payment is completed.

It will show in your 'Available for Cash & Purchases' and 'Outstanding Balance' totals after 9.00pm on that day.

To find out when your next payment will be debited from your bank or building society, check your latest credit card statement. You can view your last 12 months of statements and manage your Direct Debit payments using Online Card Services.

Manage your Direct Debit
You can keep track of your Direct Debits using Online Card Services. You'll be able to see:

  • Your account summary.
  • When your next payment due date.
  • Your minimum payment amount.
  • Whether you have a Direct Debit set up.

To make changes to your payment amount, or to cancel your Direct Debit, select 'Payments'.

Cancelling your Direct Debit
If you can't cancel your Direct Debit online please contact us.

To send us a message:

  • Log in or register for Online Card Services.
  • Select 'Communication Centre' from the menu at the top of the page.
  • Choose 'View messages'.

You can send and receive secure messages from here.

  • Select 'Compose message.
  • Choose 'Payment enquiries' as the subject line.
  • Type in your message before selecting 'Send'.

We'll let you know when you've got a response to view in Online Card Services.

Can I set up a Standing Order, as well as a Direct Debit?

Yes you can set up a Standing Order, as well as a Direct Debit, to make a fixed monthly payment. Just download and fill in the Standing Order Mandate (PDF) - there are instructions on the form to help you.

'PDF' after a file name means that you'll need Adobe® Acrobat® to read or print the file. If you are unable to open PDF files, or you don't have printer access, please contact your bank to request a Standing Order mandate form.

Remember, unless you tell us in advance, we'll continue to collect the same amount by Direct Debit - even if you're making additional payments by Standing Order.

You can set up and manage a Direct Debit using Online Card Services.

To change your Direct Debit, please contact us at least 7 days before your payment is due. But if you cancel your Direct Debit, don't forget to make sure that your Standing Order covers at least your minimum payment each month.

How do I make a payment from abroad?

If you'd like to make a payment from abroad, you have a couple of options.

Go online
This is one of the easiest ways to make a payment when you're travelling. Just log in or register for Online Card Services, then you can make a payment using your UK debit card, anytime, anywhere.

At an overseas bank
Most banks worldwide should be able to set up a payment for you. Please note you may be charged for using their services. Here are the details they'll need:

Our SWIFT/BIC code - CPBKGB 22
Our sort code - 08-00-54
Our account number - 70328725

Our IBAN A/C Number - GB42CPBK08005470328725
Our BIC Identifier - CPBKGB21MBN

Address:
The Co-operative Bank PLC
Overseas Financial Services
9 Prescot Street
London
E1 8BE

How long it takes
SWIFT payments may take up to 5 days to reach your account.

Useful info
Make sure your 16-digit credit card number is included in the payment details.

Providing there are no restrictions on your credit card account, the value of your payment will be available for you to use from the start of the Business Day on which your payment is completed.

It will show in your 'Available for Cash & Purchases' and 'Outstanding Balance' totals after 9.00pm on that day.

Where can I find out when my next payment is due?

To find out when your next payment's due, you can view your account summary in Online Card Services:

  • Log in or register.
  • Select 'Your Account'.

OR

  • Visit 'Payments'.

You'll also find your next payment due date on your latest monthly statement. You can view up to 12 months of statements online in 'Online Card Services':

  • Log in or register.
  • Select 'Statements'.

What happens if I only make the minimum payment each month?

If you only make the minimum payment each month, it'll take longer and cost you more to pay off your balance.

If I make a payment before my statement is produced will this cover my minimum payment?

No, if a payment reaches your account before the statement is produced, it'll be registered as an additional payment and won't count towards your next minimum payment.

So, if you're going away and need to make a payment early - and your statement hasn't already been produced - you'll need to sort out another way to pay.

Set up a payment in advance

Standing Order
In this scenario, a Standing Order is the quickest way to set up a fixed monthly payment. Just download and fill in the Standing Order Mandate (PDF) - there are instructions on the form to help you.

'PDF' after a file name means that you'll need Adobe® Acrobat® to read or print the file. If you are unable to open PDF files, or you don't have printer access, please contact your bank to request a Standing Order mandate form.

Bear in mind that your balance will change each month, so make sure the value of your Standing Order covers at least this amount.

Direct Debit
You can set up a Direct Debit for the full or minimum balance to come out on the payment due date:

  • Log in or register for Online Card Services.
  • Select 'Payments'.
  • Choose 'Set up a Direct Debit' and follow the instructions.

You can also download a copy of the Direct Debit Mandate form in Online Card Services, or request a paper copy in the post - just choose 'Other Ways to Pay' from the 'Payments' page.

Important info
Your Direct Debit payment won't take effect immediately. Please ensure you make at least the minimum payment on your account using another method until we advise you on your statement that your monthly Direct Debit is in place. Direct Debit payments will be taken regardless of any additional payments you make.

When will payments be credited?
Providing there are no restrictions on your credit card account, the value of your payment will be available for you to use from the start of the Business Day on which your payment is completed.
It will show in your 'Available for Cash & Purchases' and 'Outstanding Balance' totals after 9.00pm on that day.

What happens if I can’t make my minimum payment?

We can all face unexpected changes in life, which could make managing finances more difficult.

We recognise the stress that debt can cause, so we've collated some information which you can use to help get yourself back on your feet financially.

If you need to talk to us in confidence, we're here to help.

Call: 0800 028 0690
Opening hours:
9am - 8pm Mon to Thu.
9am - 6pm Fri.
9am - 1pm Sat.

What you spend each month
If you're in financial difficulty, the first step is to work out how much you spend each month on basic living costs. Don't include any debts at this stage, just all essential spending on things like food, utility bills, rent or mortgage payments. Cancelling non-essential things like gym membership or a Satellite TV subscription will give you more money to pay off your debts.

If you choose to speak to us, we'll need a list of your outgoings and details of your monthly income, e.g. your take home pay and details of any benefits you receive, including Job Seeker's allowance, Working Families Tax Credit and Child Benefit (your local Benefits Office will have this information).

How much do you owe?
It's helpful to list your outstanding debts, including credit or store cards, loans and overdrafts. It's important to know what's left to pay so you can budget correctly.

Once you have all of this information, you can contact us to discuss your financial health - our representatives will explain your options in a professional and confidential manner. We're here to help.

Our representatives are individually assessed to ensure they follow the highest regulatory standards - you can be confident our knowledgeable and professional representatives will be able to explain everything to you.

A repayment that's right for you
Everyone's circumstances are different, so we'll aim to work out a payment plan that's right for you.
If you need advice, this is also available from a range of independent organisations:

Money Advice Service
moneyadviceservice.org.uk
Call: 0300 500 5000

National Debtline
Call: 0808 808 4000
Visit: www.nationaldebtline.co.uk

Citizens Advice Bureau
Visit: www.nacab.org.uk

Stepchange Debt Charity
stepchange.org
Call free: 0800 138 1111

Pay Plan
payplan.com
Call free: 0800 280 2816

You can also find numbers and addresses in your phone book or Yellow Pages.

My payment is not showing on my account, can you help?

Payments will show up in 'Online Card Services', after 9pm on the day they're completed:

  • Log in or register for Online Card Services.
  • Select 'Payments'.

If your payment isn't showing, check with your bank/building society that it's left your account. If it has, please contact us with the following info:

  • Your bank sort code.
  • Account number.
  • Cheque number (if relevant).
  • Payment amount.
  • Payment date.
  • Date your payment was debited.

How long payments take to reach your account
Here's an idea of how long payments will take to reach your account (providing it doesn't have any restrictions):

Direct Debit
Direct Debit payments will be added to your account on your payment due date and be ready for you to use from the start of that day.

Faster Payments
Providing there are no restrictions on your credit card account, Faster Payments made between 8am and 4pm, Monday to Friday, will be completed and available for you to use within 2 hours of us receiving cleared funds from your bank. Outside of these hours, or on a weekend/bank holiday, your payment will be completed and available for you to use by 10am on the next Business Day.

Debit card
Your payment will be completed on the next Business Day.

At a bank
Please allow 4 Business Days for the payment to be received on your credit card account. Once it's cleared, your payment will be available for you to use from the start of that Business Day.

By post
Please allow 5 days for your payment to reach us by First Class post. But it could take longer by Second Class, or if there are delays for any reason.

Important: providing there are no restrictions on your credit card account, the value of your payment will be available for you to use from the start of the Business Day on which your payment is completed.

It will show in your 'Available for Cash & Purchases' and 'Outstanding Balance' totals after 9.00pm on that day.

Make a transfer

How do I request a transfer and what will I be charged?

It's easy to make a transfer online, here's how:

  • Log in or register for Online Card Services.
  • Select 'Make a Transfer'.
  • Choose 'Transfer balance' or 'Transfer to account'.

You'll need to know:

  • How much you want to transfer.
  • The card or account number you're transferring from/to.

Important info
You can transfer up to 95% of your available credit limit, including all fees. Please take in to consideration all recent transactions, transfer requests or interest and fees which may be deducted from your available credit limit before your next statement is produced.

The maximum amount that you can transfer includes the value of any payments that you've made to us – but which may not currently appear in your 'Available to spend' and 'Current balance' totals.

The 'Make a Transfer' option may not always be available, e.g. if you've missed a payment, you're within 95% of your credit limit or you've exceeded it. You can't transfer balances between cards issued by MBNA.

Transfer fees
You'll be charged a handling fee on all transfers - check your terms and conditions for more information.

The handling fee will be shown when you make your transfer in Online Card Services - the total cost of your transfer will be displayed before you submit your request.

All fees charged will also be shown on your statement when it arrives, to view yours online, visit the 'Statements' section of Online Card Services.

Interest charges
You'll be charged interest on your transfer fee at the same rate as the amount transferred, e.g. if you've got a promotional rate of 0%, you won't be charged interest on your transfer fee.

Useful info You can also view your interest rates online:

  • Log in or register for Online Card Services.
  • Choose 'View Rates' from the 'Manage Account' page.

Is there a limit on the number of transfers I can make?

You can transfer up to 95% of your available credit limit (including all fees), but for security reasons, you can only make one transfer (either by money or balance transfer) to/from an individual account in any 14 day period.

Can I transfer money to my current account?

Yes, we're one of the few credit card providers who give you the ability to make a money transfer from your credit card account to your bank or building society account.

  • Log in or Register for Online Card Services.
  • Select 'Make a Transfer'.
  • Choose 'Transfer to account' then follow the instructions.

You'll be charged a handling fee on all transfers - check your terms and conditions for more information.

What is a Money Transfer?

If you transfer money from your credit card account to your bank or building society account, that's a Money Transfer.

You'll be charged a handling fee on all transfers - check your terms and conditions for more information.

What is a Balance Transfer?

If you transfer balances from your other credit or store cards to one credit card account, that's a Balance Transfer.

You'll be charged a handling fee on all transfers - check your terms and conditions for more information.

Can I transfer money into someone else's bank account?

No, we can only process a money transfer to a bank/building society account that's in the name of the main cardholder.

Using your card abroad

Can I use my card when I'm abroad?

Yes, you can use your credit card in most countries around the world - both for shopping and withdrawing cash. Just use your credit card and PIN as you would at home.

As your account is monitored 24 hours a day 7 days a week for unusual activity, please tell us when you're travelling abroad so we know to expect international card use. To do this you can:

Send us a text message
Providing we have your mobile number on record, just send a text message* to 83838 (or +447860010010 from overseas) and tell us your destination and departure date in the following format: COUNTRY DD/MM/YY. Standard network charges apply.

If you're travelling to multiple countries, just include the name of the first country you're visiting.

Travelling for over 16 days? Once we've received your travel details, you'll have the option to supply a return date.

To check/update your mobile number or contact details, log in or register for Online Card Services then select 'Manage Account'.

Send us a secure message
Tell us your travel details by sending us a secure message in Online Card Services - simply log in or register, visit the Communication Centre, then select 'Compose message' from the 'Messages' section.

Choose 'Travelling abroad notification' as your message subject, enter your departure and return dates along with your destination, then 'Send' your message. We'll email you to let you know when you've got a response to view in Online Card Services. Remember to check your junk mail/spam filters to see if the email has been filtered there.

Please note: we only accept travel details up to 6 weeks in advance.

If you're travelling overseas for an extended period, please contact us.

Before you travel

  • Check your credit card to make sure it doesn't expire while you're abroad.
  • Consider setting up a Direct Debit or standing order to cover any payments due while you're away.

Credit card transactions made in the following countries will not be accepted: North Korea, Libya, Sierra Leone, Angola, Syria, Sudan, Afghanistan, Cuba, Iran, Iraq, Myanmar (Burma). We're sorry for any inconvenience this may cause.

Remember that fees apply when using your credit card overseas - learn more.

Can I use my credit card in all countries?

No, we don't accept credit card transactions made in the following countries:

  • North Korea.
  • Libya.
  • Sierra Leone.
  • Angola.
  • Syria.
  • Sudan.
  • Afghanistan.
  • Cuba.
  • Iran.
  • Iraq.
  • Myanmar (Burma).

We're sorry for any inconvenience this may cause.

Lost/stolen cards

What should I do if my card is lost or stolen?

From the UK
If you think that one, or both, of your credit cards has been lost or stolen, or that someone else knows your PIN, call us straight away on 0800 917 8612

From abroad
Please call us on +(44 1244) 571 345- and ask the local operator to reverse the call charges.

Useful info
It's a good idea to keep a note of these numbers in case your card is lost or stolen.

Next steps
Once you've reported your card missing, we'll block your account so it can't be used. Then we'll send you a new card.

If your card doesn't appear within the 'Cards overview' page within 7 days then, once you've received your new card, log in to 'Online Card Services', and select to 'Add card' to add your new card to your profile.

Account closure

How do I close my credit card account?

If your card has been lost or stolen, please call our Customer Services team immediately on 0800 917 8612.

If you'd like to close your credit card account please call our Customer Services team using the number on the back of your card. If your account has been dormant for more than 30 days then you can close it by using our automated telephone service.

If there is an outstanding balance on your account, we won't be able to complete your closure request until that balance is paid off in full. Where appropriate, you'll still be charged interest on your outstanding balance.

Once you've closed your account you cannot re-open it, whether you have a balance left on the account or not.

Useful info
As soon as your balance is settled, we'll inform the credit reference agencies that your credit card account is closed. Until then your account will show as active on your credit file.

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Frequently Asked Questions


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Glossary of Terms



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