Credit Cards Customer Support

What can I use the mobile app for?

You can view many details about your card via the app, including:

• Your credit card balance

• Your credit limit

• A monthly summary, including when your payment is due

• 6 months of transactions, including pending transactions

• View & amend Direct Debit values

• Make a payment to your credit card

• See promotional offer on your account

• Freeze your card if you can't find it

Development of the app is ongoing and other features currently available via online banking may be included in future app releases.

How do I get the mobile app access?

You can download our mobile app from either the App Store or on Google Play. We don't charge you for mobile banking but your network operator may charge for certain services (such as downloading or using the app) so please check with them.

What are the opening hours of the contact centre if I need to speak to somebody for help with the mobile app?

Our online helpdesk will be able to answer your questions about the app and credit card colleagues will be able to help you with product questions. If you're not able to answer your question using our online helpdesk, see our opening hours and contact centre information.

Will the mobile app work if I'm abroad?

The mobile app is designed to be used in the UK. It can work abroad, however different countries will have different regulations. You should always check local laws when travelling abroad in case there are restrictions in place that don't allow the app to work properly. Your mobile operator may charge you for using the mobile app abroad and roaming charges may also apply, so please check with them.

What do I do if my access has been suspended?

If your access has been suspended, please call our contact centre.

What happens if I change my mobile number or phone?

Please remember to call us if you change your number, so we have your number for security purposes.

If you're changing your mobile phone, please install the app again and follow the steps to register your new device.

Can I download the app on more than one device?

Yes, the mobile app can be used on more than one device.

Do I need to have online banking to be able to use the app?

Yes, you need to be registered for online banking before you can use the app.

Will I need a one time passcode to access the app?

We will need to send you an one time passcode (OTP) when you register for the app. The OTP will be sent to the mobile number that you have registered for online banking.

How do I change my username, password or online banking PIN?

Just log in to sainsburysbank.co.uk and follow the instructions to change your username, password or PIN.

What do I do if I’ve forgot my credit card PIN?

If you don’t know or have forgotten your credit card PIN, you can now view it securely within the Sainsbury’s Bank Credit Card app. Once you’ve downloaded and logged into the app, go to Settings and tap ‘View card PIN’ and your PIN will be displayed. Please make sure you keep it safe from the view of others.

I think someone knows my log in details. What should I do?

Please log in to online banking and change them immediately. Once you've done this, you can use your new details to access the app.

How do I enable/disable Face ID/Fingerprint ID?

You can do this at the time of registration or within the Settings section in the app.

You need to make sure Face/Touch is enabled on your device before setting it in the app.

I've lost my phone. What should I do?

We'd strongly advise you to change your log in details for online banking.

If you're worried about fraud on your account please call us on 0808 540 5060*.

If you're changing your mobile phone, you'll need to reinstall the app and follow the steps to register your new device.

What security features does the app have?

You use your online banking details to register for the app. And we'll also send a one time passcode (OTP) to your mobile.

You also have the option to use fingerprint access on Android devices or fingerprint & face recognition access on Apple devices.

Will I need a one time passcode to access the app?

We will need to send you an one time passcode (OTP) when you register for the app. The OTP will be sent to the mobile number that you have registered for online banking.

Can I report my credit card as stolen or lost via the mobile app?

If your credit card has been lost or stolen you should call us on 0800 456 1232* as soon as you can and we'll send a replacement card to you.

If you're abroad when your card is lost or stolen, you should call us on 00 44 131 549 8040*.

Will the app allow me to put a temporary freeze on my card if I think I’ve lost it?

Yes. Select the “Settings” icon and then “Freeze/Unfreeze card”.

You can change your card’s status from “Active” to “Frozen” by simply tapping the switch button – and then the same to change it back again.

Why can't I see my other Sainsbury's Bank products on the app?

You can only see credit card information on the app for now but development is ongoing and other products may be supported in future releases.

Can my additional credit cardholder also use the mobile app?

No, only primary cardholders will be able to use the app which is the same as our online banking service.

How do I switch to paperless statements?

You need to log onto sainsburysbank.co.uk to change to paper free.

How do I change my marketing preferences?

You need to log onto sainsburysbank.co.uk to change your marketing preferences.

How do I access my statements?

You can view monthly summaries on the app. If you want to view your full or previous credit card statements, please log onto sainsburysbank.co.uk and follow the instructions.

What notifications and alerts can I set up?

At the moment the mobile app doesn't support notifications or alerts but development is ongoing and this may be a feature in future releases.

Can I see the promotional offer on my account?

Yes, Select 'Current Promotional Rates' on the app main screen. You'll see them if you have a balance. Standard rates can be found on your statements. Please log onto sainsburysbank.co.uk and follow the instructions.

I don't recognise a transaction. What should I do?

Tap on a transaction to see more details. If you still don't recognise it, tap the button to report this to us.

How far back can I view transactions on the app?

You can view 6 months’ worth of transactions on the app. If you want to see more, or view your full/previous credit card statements, please log onto sainsburysbank.co.uk to and follow the instructions.

What are SMS notifications?

If you turn on transaction notifications, it’ll help you monitor spend that you make on your Sainsburys Bank Credit Card. Simply log into the Sainsburys Bank Mobile App, select Settings and SMS Notifications. You’ll then see the transaction types you can turn on to receive an SMS notification.

The notification types available are: 

Online purchases – if you switch this on we’ll send you an SMS each time you make an online purchase at merchants who are based in the UK and abroad.

Transaction Value Notifications – you get to set the minimum value in the Sainsburys Bank Mobile App and we’ll send an SMS each time you spend on your card on or above that amount. For example if you set the value at £50 you will receive an SMS each time you make a purchase of £50 or more.
Note: you won’t receive this SMS for any online shopping. If you want this then switch on Online Purchase Notifications.

International Card Purchases – if you switch this one on we will send you an SMS each time your card is used abroad at shops or to make a mail/telephone order at a non UK merchant.
Note: you won’t receive an SMS for using your card at an ATM abroad. If you are looking to be notified about this then switch on the Transaction Value Notification. Similarly if you want to receive notifications about international online purchases you will need to switch on the Online Notification.

If I have all 3 switched on will I receive a SMS for each?

No we’ll roll them up and only ever send you one SMS.

How does it work for additional card holders?

The primary cardholder will not receive SMS notifications for any spend made by an additional cardholder. Additional cardholders will not be able to receive notifications on their own device.

What will I not receive a notification for?

Refunds and payments.

Will I receive these 24/7?

Yes, we’ll send an SMS as soon as the transaction has taken place.

I only want to receive notifications about online transactions

Slide the toggle “on” for Online Purchase Notifications and you will receive an SMS when you buy anything with your Sainsburys Bank credit card online.

Do I need to switch all of them on?

No, just switch on the ones you are most interested in being notified about.

How do I switch them on/off?

Log into the mobile app, select Settings from the bottom menu bar and then SMS Notifications. Select the notification type you are interested in and toggle it either on or off.

Why have I received a notification for £0.00?

Some merchants send through a message to see if the card details they have received are valid, and this can show as a £0.00 authorisation request. An example of this would be where you save your card details with an online merchant e.g. Amazon.

If you don’t recognise this then call the Credit Card team immediately on 08085 40 50 60.

What should I do if I get a notification about a transaction I don't recognise?

Call the credit card team immediately on 08085 40 50 60.

What if I change my mobile number?

Call us on 08085 40 50 60 so we can update our records. The agent will advise you to log into the mobile app, select Settings from the bottom menu bar, and then SMS Notifications- you don’t need to do anything else. This will make sure you keep receiving the SMS notifications you have set up.

What environment is the app built in?

The app is available for both IOS and Android users.

What devices are compatible with the app?

The app requires minimum iOS 11 and Android 7.

How often will the app be updated?

If your device is set to auto-update it will be updated automatically from time to time. If not, we will prompt you when new updates are available.

Can I use the app to make a payment?

You can use the app to make a payment using your debit card, we only accept Mastercard Debit and VISA debit cards. You can choose to pay minimum, statement or other amount. Your own bank may direct you to complete some additional security. Please note the payment can take between 1 and 4 days to be processed.

You can make a payment from your current account to your credit card. Your bank will need our sort code (12-60-11) and account number (00080028) to set it up for you. Use your Sainsbury’s Bank Credit Card’s 16 digit account number as your reference.

What happens if I make a payment before my statement arrives?

If you make a payment before your statement is produced, it'll count as an additional payment towards your previous statement. If that happens, you’ll need to make another payment after your new statement has been produced to make sure that you meet your minimum payment in each payment cycle.

My payment failed - what do I do?

If your payment fails this can be for a number of reasons:

• please check the card your are using is not a credit card and is either a VISA debit or Mastercard debit

• please check the amount as the maximum amount you can pay is your current card balance

• please check the card is in your name and registered at your address

• if your bank has declined the payment - please contact them.

Can I amend the date on which my payments are due?

You can't change your payment date using the app but you can log into online banking and send us a secure message or give us a call. Please note that due to the date that your credit card statement is produced we may not be able to offer you the exact payment date you request, but we'll make it as close as possible to the date you’d like. Remember, you’ll need to be the principal cardholder to make this change.

Can I set up a Direct Debit via my mobile app?

Not in the current version of the mobile app, although this feature is planned for a future release. You can still set up Direct Debits via our online banking.

You can use the app to change the value of an existing Direct Debit.

Can I change an existing Direct Debit via the app?

Using the app, you will be able to amend the value of the Direct Debit to 1 of 3 options:

• Minimum balance: this will collect the minimum payment shown on your monthly statement. You can find out what the minimum repayment is for your Credit Card by looking at your Credit Card statement.

• Full balance: this will collect the total balance shown in your monthly statement.

• Fixed amount: this allows you to choose the fixed amount you want to pay each month. If the fixed amount is more than your statement balance we will set the payment to the statement balance. If the fixed amount is below the minimum, we will take the minimum amount due.

But you can still manage changes to other details of your Direct Debit using our online banking, for example your bank details.

How do I change an existing Direct Debit value via the app?

Changing the value to your Direct Debit is straight forward. Just go to the payment section of the app and follow the onscreen instructions.

If your Direct Debit is due within 3 working days then we will already be processing your Direct Debit collections, so the changes will come into effect from our next statement.

Other details of your Direct Debit can be managed using our online banking, for example your bank details.

How will a Direct Debit payment show on my app?

If you have an existing Direct Debit set up, then this will be shown within the 'payment section', under 'Current payment method'.

Can I cancel my existing Direct Debit via my app?

Yes you will be able to do this via the app. Just follow on the onscreen instructions.

Remember to cancel the Direct Debit with your bank as well.

What happens to my Direct Debit if I make an additional payment towards my credit card?

If you have an existing Direct Debit set up, bear in mind this will still go through on your usual payment date even if you make additional payments. If you wish to change or cancel your Direct Debit please head to the payments section within the app or visit our website.

Why is open banking being introduced?

Open Banking has been introduced as part of the Payment Services Directive (PSD2) regulations to give you greater control over your payment accounts, by allowing you to view multiple accounts held by you, with different providers, in one place. This should provide you with a more streamlined banking experience and help you manage your finances more easily. To find out more please see our website.

What is a 'Third Party Provider'?

A Third Party Provider is an organisation that can, with your consent, access your account information to allow you to manage multiple accounts on one site or app. You should check that any provider you’re thinking of using is regulated by the Financial Conduct Authority (FCA) or by an equivalent European regulator .

How do I provide consent for a Third Party Provider to access my information?

When on a Third Party Provider site or app, you can choose to give them access to your Sainsbury’s Bank Credit Card account. When you do this, you’ll be directed to the Sainsbury’s Bank secure webpage to enter your online banking log in details, or if installed, the Sainsbury’s Bank Credit Card app to log in, and provide your consent. We will always ask you to confirm your consent before providing a third party with any access to your data. You’ll only have to do this once, then you should be able to see your Sainsbury‘s Bank Credit Card data via the Third Party Provider.