General

If I have a pending transaction and I temporarily suspend my card, will the transaction be paid?

Yes, transactions authorised before the card is suspended can still be processed by the retailer.

If I temporarily suspend my card, will this prevent a refund being processed?

No, this will not prevent any refunds being paid to the card.

I have been unable to temporarily suspend my card, what should I do?

If you have been unable to use the Suspend feature, please call Coutts Card Services on +44 (0)20 7309 0045 as there may be an issue with your card we need to discuss with you.

My card has been damaged/lost/stolen ? how can I order a new card?

To order a replacement if your card is damaged, lost or stolen, please call Coutts Card Services on 0800 092 5202.

You can also order replacement Debit and Silk Cards via Coutts Online or Coutts Mobile. Once you have logged on:

Select Services
Select Cards Management
Select Replace
Complete the on-screen instructions and click Confirm to place your order

Will all transactions be blocked if I temporarily suspend my card?

The Suspend feature will block the following transaction types:

In-store and online card payments
Cash withdrawals
Most contactless payments (exceptions are contactless payments processed ‘offline’ – see below)
Digital wallet payments, such as Apple Pay or Google Pay

Suspending your card may not stop:

Payments processed ‘offline’ by a retailer, e.g. on a plane or road toll
Recurring subscriptions (e.g. Netflix, Spotify)
Payments authorised before your card was suspended