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Learn how to view or reset your Capital on Tap card PIN, and what to do if your card is blocked or won't activate.
Overview
New physical cards need to be activated at an ATM before chip and PIN payments will work. To activate your card, complete a balance enquiry at an ATM. Until you've done this, chip and PIN payments will be declined, even if you enter the correct PIN.
Virtual cards don't have a PIN, and you can only use them for online transactions.
How do I view a PIN?
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Go to the 'Cards' page.
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Select the relevant card under 'My Cards'.
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Select 'View PIN'.
If the 'View PIN' option isn't available, or identity verification is blocking your access, this is usually because the card isn't activated. It could also mean device binding is incomplete.
How do I reset a PIN?
You can reset your PIN through the app or web portal at any time, whether it's forgotten or blocked after too many incorrect attempts.
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Go to the 'Cards' page.
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Select the relevant card under 'My Cards'.
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Select 'View PIN', then 'Change PIN'.
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Choose a new PIN, confirm it, and select 'Set PIN'.
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Visit an ATM and complete a balance enquiry within 24 hours.
Your PIN reset won't take effect for chip and PIN payments until you've completed the ATM balance enquiry.
My card is blocked after entering the wrong PIN. What should I do?
Entering an incorrect PIN three or more times will block the card as a security measure. To unblock it:
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Go to the 'Cards' page.
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Select the blocked card under ‘My Cards’.
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Click ‘Unfreeze’.
If a PIN reset is also needed, follow the steps in the reset section. Remember that the ATM balance enquiry must still be completed within 24 hours for the new PIN to take effect.
How do I change my PIN?
You can change your card PIN at any time through your online portal.
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Log in and navigate to the 'Cards' page.
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Select the relevant card and follow the instructions to change your PIN.
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To activate the new PIN, you must then visit an ATM and complete a balance enquiry.
Why isn't the ATM balance enquiry working?
If the ATM balance enquiry fails, or your card is still being declined, this usually means the card's chip is damaged or faulty. You can order a replacement card directly from the app or web portal, and create a virtual card in the meantime.
Can I have my PIN sent via post?
The only way to receive your PIN is via the 'Cards' page in the app or web portal. We do not send PINs via post.