How can we help you?

This means that there is a problem with your card's chip.

Please try the below troubleshooting as this could resolve the card reader issue for you:

• Please check the card is entered the correct way - chip face up and entered first
• Please check there's no dust is in the reader

To order a new card-reader for Online Banking:

1. Log in to your Online Banking service at www.onlinebanking.natwest.com (opens in a new window)
2. Select 'Security' from the main menu.
3. In the 'Using a card-reader' section select 'Order a card-reader'.
4. Select a reason from the drop down menu.
5. Click 'Confirm'.

Your card-reader will arrive within 6 working days.