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Card reader FAQs

  • What is the card reader?

    The card reader is a small hand held device which works with your First Trust Bank Visa debit card to generate unique security codes when you are completing certain transactions on Online Banking. Once activated, your card reader will replace your code card (if you have one).

     

    • The card reader offers extended security which enables us to offer customers an extensive range of services through Online Banking.  Card reader security uses something you have (your First Trust Bank Visa debit card) and something only you know (your Visa debit card PIN) to generate a unique eight-digit code which allows you to authorise certain transactions on Online Banking. This is known as 3rd level authentication.
    • Fraudsters are becoming more sophisticated in attempting to get access to customer’s online banking details. Security experts recommend card readers that use your debit card and PIN as one of the best ways to protect you. As the card reader does not hold any secure information it is not unique and can be shared if required.
    • Different transactions will require different functions to be used on the card reader. Our Online Banking screens will provide a simple step-by-step guide to help you complete the required function.
  • Why do I need a card reader?

    To complete the following services on Online Banking a card reader will be required:

     

    • Adding and updating UK bank and building society accounts
    • One off transfers to UK bank and building society accounts
    • Adding and updating credit card and charge card bills
    • One off bill payments to credit card and charge card bills
    • Setting up and updating a regular payment
    • Other self service options available through 'Services & Settings'

     

    When you select one of these services we will remind you that you need a card reader to use the service.

  • Will I need my card reader to log in to Online Banking?

    No. You will NEVER be asked to enter a code generated from your card reader to log in to Online Banking.

  • How can I order a card reader?

    You can order a card reader through the ‘Services & Settings’ section within Online Banking or when you choose one of the services which need a card reader.

     

    Alternatively, you can speak to one of our Customer Service Advisers. Simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • How will I receive my card reader?

    Your card reader will be sent to you in the post within 3-4 banking days.

  • Who do I contact if I need assistance using my card reader?

    If you need help and want to speak directly to a Customer Service Adviser, simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • I have a code card, can I keep using this if I don't order a card reader?

    Yes but the card reader provides increased security. We recommend you change to the card reader.

    A code card can be used by customers who do not hold an account which is eligible for Visa debit card (e.g. Credit card only customers).

  • I received my card reader; what do I do now?

    Before you use your card reader for the first time you must select the Visa debit card that you wish to use with your card reader by following the steps below:

     

    • Log in to Online Banking
    • Click on 'Services & Settings' from the the top of the screen
    • Select 'Card Reader' from the drop down menu followed by 'Select your Visa Debit Card' and click 'Next'. If you have more than one Visa debit card you will asked to select which Visa debit card you wish to use with your card reader. Once you have made your choice click 'Next'
    • Follow the on screen instructions to activate the Visa debit card you wish to use
  • How do I use my card reader?

    Once you have selected the Visa debit card you wish to use with your card reader, you will be prompted to use your card reader when completing any of the services listed above.

    After inserting your Visa debit card into your card reader, you will be requested to select a function on your card reader. You will then be prompted to enter your Visa debit card PIN into your card reader.
    The function requested will depend on the service which you are completing within Online Banking.
    Simply follow the on screen instructions.

  • I have an urgent payment to complete but I cannot find my card reader, what should I do?

    The card reader is not unique to each user and can be shared by customers. If you have an urgent payment or transaction which requires a card reader you can borrow one from a family member or a friend to complete your transaction using your own Visa debit card.  Every branch of First Trust Bank also hold a card reader for customer use if required.

    If you do not find your card reader, you can order a subsequent card reader through the 'Services & Settings' section within Online Banking. An £8.00 fee will apply for each additional/replacement card reader.

  • My card reader has requested me to 'Enter PIN'; what is this?

    This is the PIN associated with your selected Visa debit card. This is the same PIN that you use at cash machines or when purchasing items using your Visa debit card.

     

    If you cannot remember your PIN please call Phoneline Banking on 0345 793 0000, log in and choose option 3 and follow the voiced instructions to retrieve your PIN. Please have your Debit Card at hand when making the phone call.

  • Can I use someone else's card reader?

    Yes. The card reader is a shareable device. It uses the chip on your Visa debit card to generate codes unique to you.

     

  • I have received a replacement Visa debit card; can I continue using this with my card reader?

    Yes. Your Online Banking screen will ask you to confirm you are using your new Visa debit card. Simply tick the box to confirm and complete the transaction using your new Visa debit card.  As this is a replacement card you can use your existing PIN.

  • My Visa debit card was lost/stolen, what should I do?

    Call 028 9033 0099 immediately to report your card lost or stolen. A new Visa debit card and PIN will be sent to you.

    While you are waiting for your new card, you will continue to have access to Online Banking. However any service which requires a card reader will not be available until you activate your new Visa debit card.
    When you receive your new Visa debit card you will need to re-activate your card reader though the 'Services & Settings' section within Online Banking. If you need any assistance with this process, please call our Phoneline Banking Service on 0345 793 0000, log in and choose option 0 to speak to a Customer Service Adviser. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • Do you have a card reader for visually impaired customers?

    Yes. If you would like to order a device designed for our visually impaired customers, please call our Phoneline Banking Service on 0345 793 0000, log in and choose option 0 to speak to a Customer Service Adviser. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • Is there a charge for my card reader?

    There is no charge for your first card reader.
    All additional/replacement card readers ordered will incur a fee of £8.00 which will be taken from the account you nominate when you place the order.

  • My card reader is not working, what should I do?

    If your card reader is not working please make sure you have:

     

    • Removed the plastic tab on the battery compartment
    • Inserted your Visa debit card correctly, with the chip facing downwards

     

    If you continue to have problems simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • Why does my card reader display 'Wrong PIN' after I insert my Visa debit card?

    The text ‘Wrong PIN’ is displayed after inserting your Visa debit card when the wrong Visa debit card PIN was entered the last time you attempted to use your card reader. 
    The text 'Wrong PIN' will flash on the card reader for a number of seconds before prompting you to enter your Visa debit card PIN. Please ensure that you enter the correct PIN so that you don’t lock your card reader for use with your Online Banking. 
    The text 'Wrong PIN Last Try' will appear on the card reader when you have one more attempt at entering your PIN before it is locked for use on Online Banking.

  • I have locked my Visa debit card PIN, can I still access Online Banking?

    Yes, you will be able to access Online Banking but you will be unable to complete any transactions which require a card reader. You will be able to:
     

    • Access account balances and transactions
    • Transfer money between your own existing accounts
    • Transfer money to existing payees
    • Make bill payments to existing utility companies.

     

    Please contact our Card Services team on 028 9024 1822 to order a reminder PIN. Once you receive your reminder Visa debit card PIN or if you subsequently remember your PIN, you can go to most First Trust Bank cash machines to ‘unlock’ it. Simply insert your card, select the ‘PIN Service’ option and follow the on screen instructions.


    If you have any questions about your Visa debit Card or PIN, please contact our Card Services team on 028 9024 1822 or contact your local branch.

  • What happens if I enter the wrong code from my card reader

    If you enter the wrong code six times into Online Banking, the Card Reader will lock. To unlock your Card Reader, simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • Error Message: Pin Locked Contact Bank

    This message is displayed when you have entered an incorrect Visa debit card PIN into the card reader on three or more occasions. It means your PIN has been locked and you will be unable to use your card with your PIN until your PIN is unlocked.
     

    If you cannot remember your PIN, please contact our Card Services team to order a reminder PIN. When you receive your reminder Visa debit card PIN or if you subsequently remember your PIN, you can go to most First Trust Bank cash machines to ‘unlock’ it. Simply insert your card, select the ‘PIN Service’ option and follow the on screen instructions.
     

    If you have any questions about your Visa debit card or PIN, please contact our Card Services team on 028 9024 1822 or contact your local branch.

  • Error Message: The details you have entered are incorrect Ref: CRG 400

    You have entered the wrong code into Online Banking.  Please remove the card from the card reader and start the process again, carefully following the instructions on the screen.

  • Error Message: The details you have entered are incorrect Ref: CRG 405

    The card reader has been locked due to five or more invalid attempts when entering the code into Online Banking. Simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

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Code card FAQs

  • What is a code card?

    To safeguard your peace of mind when banking online, we have an additional layer of security to our Online Banking service called the 'code card'.

    The code card is simply a card that contains a list of 100 individual code numbers. The code card is unique for every customer and each code on the code card will only ever be used once. We have combined information that only you know (your registration number and Personal Access Code) with information that you will now have in your possession (the code card). This is known as '2nd factor authentication'.

    You will be required to use your code card to complete certain transactions using Online Banking.

  • Why do I need a code card?

    To complete the following services on Online Banking, a code card is required:

     

    • Adding and updating UK bank and building society accounts
    • One off transfers to UK bank and building society accounts
    • Adding and updating credit card and charge card bills
    • One off bill payments to credit card and charge card bills
    • Adding and amending a regular payment
    • Other self service options available through 'Services & Settings'
     

    When you select one of these services, we will remind you that you need a code card.

    Note: Depending on the service selected, you will be asked to enter either one or two codes from your code card to complete the transaction/request.

  • Who do I contact if I need assistance with my code card?

    Simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • Will I need a code card to log in to Online Banking?

    No, you will NEVER be asked to enter a code from your code card to log in to Online Banking.

  • How can I order a code card?

    Simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • When will I receive my code card?

    Your code card will be sent by post within 3-4 banking days.

  • How do I use my code card?

    Once you have ordered and received your code card, you will be asked to enter random code(s) from your code card when using one of the services listed above.  E.g. The code card will have a list of numbers 1 -100 and beside each number there will be a 4 digit code.  When advised to enter a code corresponding to code card number 5 you will enter the 4 digits beside the number 5 on your code card.


    You should input the 4-digit code corresponding to the code number on your code card when trying to complete any of the transactions detailed above.  The system will advise you when you enter the codes from your code card. 

  • Can I use someone else's code card?

    No. The code card is unique to each user and cannot be shared with anyone else.

  • I have an urgent payment to complete, but I cannot find my code card. What should I do?

     

    To complete your urgent request, please drop in to your local First Trust Bank branch during opening hours* with suitable ID.

     

    *For branch opening hours use the Branch Locator at the right of screen.

     

  • What happens if my code card is lost or stolen?

     

    Simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • What happens if I enter the wrong code from my code card?

     

    If you enter the incorrect code from your code card three times, the code card will be locked. Simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • What happens when I use all the codes on my code card?

    When you have used most of the codes on your code card, you will automatically be issued a new code card.  The system will automatically prompt you as to when you should move over to the new code card.

  • How do I change from my old code card to my new one?

    When you receive your new code card you will need both your old code card and your new one to change them over.  There will be a number of codes remaining on your old code card and you will be required to enter a number of codes in order to change to your new code card. 

    Click on 'Services & Settings' from the top of the screen followed by 'Code Card' from the drop down menu.  Select the option 'Change Code Card' and follow the on screen instructions. Once you have completed this process, destroy the old code card and start using your new one.

  • How do I change from a code card to a card reader?

     

    To change from code card to card reader click on 'Services & Settings' and select 'Card Reader' from the drop down menu.  You will be provided with two choices – 'Order a Card Reader' and 'Select your Visa Debit Card'. Choose 'Order a Card Reader'.  If you do not hold an eligible account with a Visa debit card you will not be able to order a card reader.  If you have a Visa debit card you will be provided with a confirmation page advising there is no charge for your first order but any subsequent orders will be charged at £8.  To proceed select 'Confirm' and you will receive confirmation your card reader has been ordered.  Once you have placed an order for a card reader your code card will no longer be required. 

  • I have lost my code card can I use a card reader?

    You can order a card reader via the Services & Settings menu option in Online Banking. When you receive your card reader, you have to activate your card reader by pairing your debit card.

     

    To activate your card reader select ‘Card Reader’ from the ‘Services & Settings’ drop down menu. Follow the on screen instructions and once complete your card reader will be ready for use. 

     

    Alternatively, call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

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