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How can I contact you about my credit card?

Please use our online service, which is available 24/7 at sainsburysbank.co.uk to manage your account unless your call is essential - for example, if you’re going to miss your next payment.

You'll find the answers to common questions in our customer support area.

You can also ask us a question or make a complaint through online banking. Just log in  or register  and go to the "Message" section.
 

Credit card enquiries:

Lines are open	8am – 8pm, Monday to Friday.  8am – 6pm, Saturday to Sunday.
Phoning from inside the UK	08085 40 50 60 *
Phoning from outside the UK	+44 131 549 8040 *

 

Online banking helpdesk:

Bank holiday Opening Hours
Lines are open	8am – 8pm, Monday to Friday.  8am – 6pm, Saturday to Sunday.
Phoning from inside the UK	08085 40 50 60 *
Phoning from outside the UK	+44 131 549 8040 *

 

Lost or stolen cards:

Bank holiday Opening Hours
Lines are open	24 hours a day, 7 days a week
Phoning from inside the UK	0800 456 1232 *
Phoning from outside the UK	+44 131 549 8040 *

 

Complaints:

Online	Log in to online banking  and send a secure message
Lines are open	9am – 5pm, Monday to Friday.
Phoning from inside the UK	08085 40 50 60 *
Phoning from outside the UK	+44 131 549 8040 *
Address for written complaints	Sainsbury's Bank Customer Relations PO Box 4952 Worthing BN11 9YW



How do I use Apple Pay?

Apple Pay keeps you from having to touch physical buttons or exchange cash when you’re out getting what you need.

To pay with Face ID, just double-click the side button on your iPhone, glance at your screen, then hold it near the reader.
With Touch ID, hold your iPhone near the reader with your finger on Touch ID.

Apple Pay Terms and Conditions can be found here.



How much cash can I withdraw with my credit card in a day?

Your withdrawal limit depends on which type of credit card you have, but it’ll be at least £350 a day (subject to local restrictions). You’ll be charged a fee to take cash out with your credit card - this is detailed in your credit card conditions and on our 'Fees, Charges and Interest' page.



Will I need a passcode when I set up a recurring payment, for example to a TV streaming service?

Yes, in the future we will need to send you a passcode when you set up a new recurring payment. However this’ll only happen once, at set up, not each time the payment is made. And you’ll not need a passcode for existing recurring payments, though you may need a passcode if you are making changes to these payments.



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.



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.



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 for our online banking service.



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 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 pay with Apple Pay in apps or online?

Yes – Apple Pay is supported by many websites and apps. You’ll know if an online retailer or app supports Apple Pay as it will be a payment option at checkout.



I don’t recognise some of the transactions I’ve made via Apple Pay

Sometimes the name a company uses is different to the name of the shop or service, which can be confusing.

Searching online for this name could tell you who the money went to.

If you still don’t recognise the transactions, then get in touch with our Credit Card team on 08085 40 50 60 (00 44 131 459 8040 if calling from outside the UK).

Lines are open:
8am-7pm Mon-Fri
8am-5pm Sat-Sun

Be aware that calls may be recorded for security purposes and monitored under our quality control procedures.

Calls to 0800 numbers are free from a landline and from a mobile when calling from the UK.



How does Google Pay work?

When you use your phone to pay contactless, Google Pay doesn’t send your actual credit card number with your payment. Instead, an encrypted virtual account number is used to represent your info – so your real card details stay safe.



Can I add more than 1 card for Google Pay to my device?

Yes, there is no limit.