Your New Debit Mastercard® | Existing Customer - NatWest

A brand-new look

We’ve designed a new Natwest debit 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.

At NatWest, we want to help you do what you want to do sooner, and hope our freshly designed debit cards help you get there – because tomorrow begins today.

These easy steps will help things go smoothly

How does the new debit card work?

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

• Contactless
• Chip and Pin
• Online & 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.

Customers using our debit card 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 card, but worth checking with the retailer beforehand.

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 NatWest 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 888 444 (Relay UK – 18001 03457 888 444) 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

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 online banking.

Don't forget to update your card details

Our top tip is to update your card details on your streaming services as soon as you get your new debit card. It’s not just subscriptions, check your phone plans and other services that could need updating too.

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.

• Double check any emails sent to you are genuine
• Be aware of emails or texts asking you to share your PIN and never disclose your PIN to anyone
• Never click links or attachments in suspicious emails or texts
• Check the details the email or text is being sent from. Are they the same ones the company always use?
• Only approve payments you recognise and have made
• Look out for prompts like `Verify your account or password` or `Update security details`
• If you think the email or text is fake send them to- email [email protected] or text 88355.
• If you think someone is trying to trick you to hand money over call us on 159

Will my card be accepted everywhere?

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

It's not just limited to the UK. Your debit card 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, it can be 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 ‘2nd 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 exisiting PIN number will still the same for your new debit card unless you have requested otherwise.

Will transaction rates and charges change?

Transaction rates and charges for your debit card are detailed within the fees and charges page to check them 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?

You are eligible to claim a refund for any purchase you made with your debit card. 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.

I have my new debit card but it`s not working. What should i do?

First, check you havent frozen your card using card controls. If you have have just unfreeze the card using the app.

If the card is still frozen after this then contact the Debit Cards Customer Service team on 03457 888 444 from the UK or +44 345 030 3605 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`.

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 (limits apply).
• 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 your Apple Pay or Google Pay™ digital wallet. Whether you’re paying online or in-store you can make safe, quick and 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.

... 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).

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

• Your Current Account Terms (PDF, 344 KB)