Close up of a man taking a blue bank card from a wallet

Support with debit card purchases

Our support service after you’ve made a purchase

When you buy something using one of our payment methods, such as your Barclays debit card, we might be able to help you if something goes wrong.

Paying with your Barclays debit card

Here are some things you could be covered for when you pay with your Barclays debit card, as well as when and how to make a claim. Of course, if you see anything suspicious on your account and think you might have been a victim of fraud, please contact us straight away.

If you have a problem with a purchase, you should always try to sort it out with the retailer first. But if you can’t, you could use the chargeback service (sometimes known as the disputes service) for purchases you’ve made with your Barclays debit card. You can make a claim through this service if something goes wrong with a purchase, or if you’re charged the wrong amount by mistake. 

What sorts of things could be covered?

  • Purchases not delivered
  • Items that are damaged, or not as described
  • Goods that don’t arrive because the seller has gone into administration
  • A purchase transaction on your current account from a company or retailer that looks like fraud, because it’s a duplicate payment or you’ve already paid in a different way

Additionally, if you don’t recognise a transaction and you think it might be fraud on your account, please contact us straight away.

Could you claim?

You should always try to sort things out with the retailer or company first. If they don’t resolve your claim, you might be able to raise a claim with us. Here are some examples of the most common situations you might be able to claim for.

Faulty items?

Nadia bought a coffee machine for £99. When it broke, she paid for it to be fixed, thinking she would be able to claim back the cost.

Could Nadia claim?

No, Chargeback doesn’t cover the cost of fixing a faulty item.

Missing items?

Jane ordered a pair of lamps online, costing £35.99 each. When they were delivered, only one lamp had been sent.

Could Jane claim?

Yes, she could make a claim for the lamp that wasn’t delivered.

Services cancelled?

Nicola booked a flight for £69.99. A week before she was due to fly, the airline told her the flights would no longer be going ahead.

Could Nicola claim?

Yes, Nicola could claim as she didn’t receive the service she paid the airline for.

Delay making a claim?

Hassan bought two concert tickets for £90, 11 months before the event, but it was cancelled the week before. He sent a chargeback claim 90 days after the concert was due to take place.

Could Hassan claim?

Yes, even though he didn’t claim until 90 days after the date of the concert, Hassan was refunded. This is because the time limit for making a claim was from the date the concert was due to take place, rather than the purchase date.

How to claim

Always try to sort things out with the retailer or company first. If you can’t, then you could make a claim through Barclays. The fastest way to make a claim is by using the Barclays app1- see our help with a transaction page for more information.

To make a claim by phone, call us on 0345 734 5345 (+44 24 7684 2100 outside the UK)2.

Visa's dispute rules say that most claims need to be made within 120 days of the transaction. However, in some cases, such as booking a holiday in advance, you can make a claim up to 540 days from the transaction date. When making a claim, please include as much detail as possible, so we can let you know if it meets Visa’s criteria.

Typically, we’ll raise the claim with Visa and, if your claim is successful, we’d hope to resolve it within 6 to 8 weeks. Sometimes the process takes longer, depending on Visa’s response.  

If you book travel that’s protected by ATOL or ABTA and the travel company goes into liquidation, you need to raise a claim with the travel protection scheme. You can raise a claim through us for other travel issues, as long as it meets Visa’s dispute rules.

Support for other payment methods

Pay by Bank app

Payments you’ve made with Pay by Bank app are covered in the same way as payments with a debit card, but you don’t have as much time to make a claim – you’ll need to make your claim within 90 days of the transaction date, or 270 days (approximately nine months) if you received your purchase after the transaction date.


If you’ve linked your Barclays debit card to PayPal to make a purchase, please contact PayPal directly for details of their support service.


Visit the Barclaycard website for information on credit card payment protection.

Paying directly from your current account

There’s no chargeback service for purchases made by transferring money from your current account to a recipient’s account (using their account number and sort code). You’ll need to contact the seller directly if you have any problems with your purchase.

If you think someone’s taken an unauthorised payment from your account, please tell us as soon as possible – we may be able to help. Our customer agreement has more information on when and how we can help.

Paying by cash or cheque

There’s no chargeback service for purchases made by cash or cheque. You’ll need to contact the seller directly if you have any problems with your purchase.

Helpful links

There’s a range of legislation available to support consumers who experience problems with goods or services they’ve bought.

As a starting point, try Citizens advice bureau and Gov.uk.