Managing Physical Cards

Learn how to activate, issue, replace, freeze, and terminate your physical Capital on Tap Business Credit Card.

Overview

This article explains how to activate, issue, replace, freeze, and terminate a physical card through your online portal or app, and how to add it to a digital wallet.

How do I activate my physical card?

Before activation, your account setup must be complete. This includes identity verification and an active Direct Debit.

To activate your card:

1. Go to the 'Cards' page in your online portal.

2. Find the card you wish to activate and click 'Activate'.

3. Enter the last 4 digits of your card number.

4. Enter the 6-digit verification code sent via text message to your registered mobile number.

Important: The main account holder must activate their physical card before employees can activate or use their cards.

How many physical cards can I have?

Accounts are limited to 1 physical card per cardholder. If your card is lost, stolen, or damaged, you'll need a replacement — the old card must be terminated before we can issue the new one.

For businesses with multiple employees, each employee cardholder can have 1 physical card.

Can I get a replacement for my Pro metal card?

Yes, if your Pro metal card is lost or stolen, we provide 1 metal card replacement a year free of charge. Further replacements may incur a fee, or you can opt to receive a standard plastic card at no cost.

Can I have multiple metal cards?

No, the metal card is an exclusive benefit for the main account holder only. You can only have 1 active metal card on an account at any time.

You can still issue an unlimited number of standard plastic cards for your employees.

Do all cards have access to ATM withdrawals?

No, not all cards have access to ATM withdrawals. This depends on the card type, account status, and the settings the main account holder has chosen for that card.

Cash withdrawals are limited to £400 per day, across a maximum of 2 withdrawals.

The main account holder can turn ATM access on or off for any card at any time:

1. Go to the 'Cards' page.

2. Select the card you want to manage.

3. Update the 'ATM Withdrawals' setting.

How do I issue a new physical card?

You can issue a new physical card directly through your app or online portal:

1. Log in to your account.

2. Go to the 'Cards' page.

3. Click 'Add new card'.

4. Select the cardholder and choose 'Physical card'.

5. Set any desired spend limits.

6. Confirm the delivery address and place the order.

Physical cards will arrive within 2–5 business days, and tracking links are usually generated within 1 to 2 days of the card being issued.

Important: Only the main account holder and administrators can issue a new card.

Where can I have my card sent?

Cards can only be issued to a UK address. Where you can send it depends on who's ordering the card and the account's status:

• Main account holder or administrator: Choose the main account holder's home address, the business trading address, or a custom address.

• Employee cardholder: Choose either the business trading address or the main account holder's home address.

• Card issued on your behalf by our team: This is sent to the main account holder's home address.

• Expiring card with no address selected: This is sent automatically to the trading address on file, 1 month before the card expires.

What name will be on my card?

Your card can display up to 21 characters. Your name and business name will normally both show — if that would take you over the limit, only your name will be displayed.

How do I terminate a physical card?

You can terminate a card through your web portal or app if it has been lost, stolen, or compromised.

1. Log in to your account and go to the 'Cards' page.

2. Select the card you wish to terminate.

3. Choose the 'Replace' option.

4. Select a reason for the replacement.

5. Confirm your delivery address.

If you select 'Damaged', the current card will remain active until you activate the new one. If you choose 'Lost or Stolen', the card will be terminated immediately.

Once you activate your replacement card, any subscriptions and recurring payments will move across to it automatically. We're unable to retrieve details, including ATM withdrawal or spend limits, for cards that have been terminated or expired.

Once your new card arrives, destroy the old one by cutting through the chip and magnetic stripe before disposing of it.

How do I unfreeze my card?

A card may be frozen if you froze it yourself, or if an incorrect PIN has been entered too many times.

To unfreeze the card, a main account holder or Admin can do this through the online portal or the app, on the 'Cards' page, by selecting the option to unfreeze it.

If the card was frozen because of too many incorrect PIN attempts, you'll also need to do a balance enquiry at an ATM to unblock the chip for payments.

Why isn't my activated card working for contactless payments?

If your card has been activated but still isn't working the first time you try contactless, go to an ATM and do a balance enquiry using your PIN. This should fully activate the card for contactless.

Can I change the details on my card?

No, it is not possible to change your security number, card number, or any other numbers on your card.