My PINsentry card reader says: 'This card is not accepted' or 'Card is not responding'. What do I do?

There are several reasons why this may have happened:

Damaged card

If your card is damaged, particularly if the chip is bent out of shape, you’ll need to order a new one. You can do this by visiting a branch with your most recent photo ID (eg Passport, Driver’s License or EU National Identity Card) and a replacement card will arrive by post within five working days. You can also request a new debit card using our Telephone Banking service (if you’re registered) on 0800 400 100* (outside the UK dial +44 (0) 2476 842 099). 

Old card

If you’ve had the card for a long time, the chances are your chip may have stopped working. Old chips are often incompatible with PINsentry. You’ll need to order a new card using the details above.

Wrong card

You’ll need to use your current Barclays debit card that is Chip and PIN enabled. If your card doesn’t have a chip, you should have automatically received an Authentication card to use with PINsentry. If you don’t have one, you’ll need to call the Online Banking Helpdesk on 0345 600 2323*+ to order a replacement and we’ll send you an Authentication card to use in the PINsentry device (outside the UK dial +44 247 684 2063*+ . Lines are open 24 hours, 7 days a week).