Help & Support


How do I use my contactless Debit Card?

  • Contactless payments can be carried out where the contactless symbol is displayed on or around the payment terminal, and as long as the total value of items being purchased is £100 or less.
  • We only issue contactless debit cards, however you don’t have to use this facility. Your card will work for standard Chip and PIN payments of any value if you don’t wish to use the contactless function.
  • You will be required to enter a PIN when making your first payment at a retailer following receipt of your contactless Visa Debit card to verify the card. Occasionally, when making a contactless payment, you will be asked to enter your PIN as extra security.

Frequently asked questions

  1. Can I get cash back, receive a refund and use an ATM?

    Yes, though these requests will continue to occur as Chip and PIN transactions.

  2. What happens if my contactless payment is declined?

    The payment terminal will notify you that the payment has been declined and you should then be prompted to pay by an alternative method.

  3. Will I be able to use my contactless Visa Debit card abroad?

    Yes, you can make contactless payments wherever you see the contactless symbol, but for your security outside the UK it may not be possible to make contactless payments in some circumstances, such as on transport systems (eg. buses and trains), at road tolls or vending machines. You can also still use your card for cash withdrawals and Chip and Pin debit card payments in a foreign currency outside the UK.

    Please remember, Cumberland Visa Debit cards are unable to be used outside the UK unless you inform us of the dates and destination of your travel. You can inform us within the Other Services section in Internet Banking, selecting the Using My Card Abroad option in the mobile app, or by calling our Customer Service Team on (01228) 403 141.

  4. What happens if I walk by or stand next to a contactless terminal - could I accidentally make a payment?

    No. Your card must be held very close to the front of the payment terminal at the time that payment is requested. Always remove your card from your wallet before using it at contactless payment terminals. This avoids the payment being taken from another card in your wallet if you have more than one contactless card.