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Top frequently asked questions

I need some additional support with my Banking - what can I do?

We offer a range of additional support options to suit your banking needs and circumstances. To discuss how we can best support you, please call us on 0345 08 08 500, or visit your nearest store.

Where can I find my 12-digit ID?

You would have received your 12-digit customer number in your welcome letter or email.

If you've forgotten your number, you can:

- Check the mobile app: Log in to the Metro Bank app and go to the More menu to access Settings, and select My Details. Your ID should be located under your name.

-Receive it by SMS by providing a few details on the login page.

Visit a Metro Bank store.

- Personal customers can call 0345 0808 500*

- Business customers can call 0345 08 08 508. Our specialist business team is available between 8am and 6.30pm, Monday to Friday. Outside of these hours, you can contact us on 0345 08 08 500.

*We’ve temporarily changed our contact centre opening hours to:

  • Monday to Friday 8am to 10pm
  • Saturday and Sunday 10am to 6.30pm
How do I activate my card?

You can activate your card on the banking app, by visiting your nearest store or by calling us on 0345 08 08 500.

How do I activate the contactless feature on my card?

You will need to make a Chip and Pin payment before contactless can be used. Once this has been completed, the contactless feature will be activated.

How can I change my details?

If you are a personal account customer, you can change your address and email in Online Banking by going to the ‘Details’ tab in the Setting page. You can also call us on 0345 08 08 500. You may need to answer additional security questions over the phone, or visit us in store. If you’re a business customer please speak to your Relationship Manager or call 0345 08 08 508.

You can change your name by visiting your nearest store and bringing in the relevant document such as a marriage certificate, civil partnership schedule or divorce decree absolute.

How do I log in to Online Banking?

Are you having issues logging in? For in-depth information see our detailed FAQ page.

Strong Customer Authentication? From 14 March 2020, a new EU regulation (Payment Services Directive) meant that all banks needed to provide an extra layer of security for their customers – it's called 'Strong Customer Authentication'. For more in-depth information see our detailed FAQ page.

Where you log in to Online Banking depends on the type of account you have:

You can also register for Online Banking here, and update your internet and mobile banking security details here.

I’m having issues with Online Banking – what can I do?

Sometimes technical difficulties can happen, and can be resolved through troubleshooting. Follow the steps and guides on this page ( for help with Online Banking.

How do I make a payment?

You can make a payment via our mobile app, internet banking or in store.

You can also call us on 0345 08 08 500 if you are a personal customer or 0345 08 08 508 if you are a business customer.

See our more in-depth guide on making payments via our website and app. 

How do I report a lost or stolen card?

If you have lost your card or had it stolen you should cancel it immediately. You can do this through our mobile app, on online banking or in store.

You can also call us on 0345 08 08 500 if you are a personal customer or 0345 08 08 508 if you are a business customer. 

See more in-depth information and step-by-step guides for cancelling your card.

I don't recognise a card payment, what can I do?

This often happens because some companies have trading names that are different to the name you are used to seeing. Check our table of trading names for more information and advice on what to do next.

How do I open a Metro Bank personal current account?

We’ve made it really easy to open a personal current account with Metro Bank. Just come in to one of our stores  or apply online - all you’ll need is proof of your identity and up to two documents for proof of address. Your current account will be up and running straight away. If you’re in store, we’ll print your bank card and cheque book there and then. If you open your account online, your card will arrive within a few days.

Find out more about personal current accounts

I keep receiving one-time passcodes that I haven’t requested – what should I do?

This may have been requested by a third party provider (TPP). To find out why the TPP is accessing your account and to stop the OTPs being sent, you need to contact them. You can then withdraw your permission for them to access your account. You can also get in touch with us to reset your login details for additional security.

If you don’t think you’ve ever given consent for a TPP to access your account, or are receiving OTPs other than those you have not requested, it may be fraud. To protect your security, it is important to reset all of your login details as soon as you can – just give us a call on 0345 08 08 500 or visit one of our stores.

I've received a suspicious email - what do I do?

We are aware that sometimes customers receive emails from people pretending to be us. You may be able to identify a suspicious email by:

  • A spelling mistake in the email address
  • Being asked to confirm your personal/ security details
  • Being asked to login to your internet banking via a provided link to confirm a transaction

If you are suspicious of an email, please forward it to If you need more help, please call us on 0345 08 08 500.

How long does it take for a cheque to clear?

Cheques normally take 4 working days to process. If a bank holiday falls during the clearance period, the number of days will be extended accordingly. For example, a cheque paid in on Thursday before 3:30pm, when the following Monday is a bank holiday, will be available on the following Wednesday rather than Tuesday.

When paying in cheques drawn on a non-UK bank, please allow 6 - 8 weeks for clearance.

If you’d like to know how quickly you can withdraw your funds after a cheque has been paid into your account you can take a look at our cheque clearance guide.

Our products

Ways to bank


Metro Bank 24/7. Check balances, make payments, change your details and open new accounts any time - all with Online Banking.


Control your money on the move with our mobile banking app. Check balances, move money, make payments and more wherever you are.

In store

We’re doing everything we can to keep our stores open, but we’ve had to make some changes to our opening times. For the full list of stores and hours, check here.

By phone

Talk to a real person in our UK contact centre. We’ve temporarily changed our opening hours – click the button below to check when we're available.

More useful phone numbers

Lost and stolen cards

Lost and stolen cards

Call 0345 08 08 500 to report your card lost or stolen.

Opening hours:

  • 24 hours a day, 7 days a week, 365 days a year
Card security, card fraud and card disputes

Card security, card fraud and card disputes

Call 0345 08 08 509 if you are worried about fraud on your debit, credit or cash card or your card has been blocked. Opening hours: 24 hours a day, 7 days a week, 365 days a year.

If you want to query or dispute an unrecognised card transaction, call 0345 08 08 509. Opening hours: 8am to 8pm, 7 days a week, 365 days a year.

Account security and fraud

Account security and fraud

Call 0345 08 08 500 if you are worried about the security of your Metro Bank account or if you are suspicious of fraudulent activity on your account.

Opening hours:

  • 24 hours a day, 7 days a week, 365 days a year
Switching your account

Switching your account

Want to switch your personal or business current account to Metro Bank? Call us on 0345 08 08 500.

We can also help with switches that are in progress. For this, call 0345 08 08 501.

Opening hours:

  • Monday to Friday: 9am to 5.30pm


Existing customers: For questions about your existing Metro Bank mortgage, call 0345 319 1200.

Opening hours:

  • Monday to Friday: 8.30am to 6pm

New mortgage applications: If you have a question about a new mortgage application, call 0203 427 1435.

Opening hours:

  • Monday to Friday: 9am to 5.30pm

Mortgage Brokers: For enquiries on new and existing applications, please call us on 0203 427 1019.

Opening hours:

  • Monday to Wednesday, 9am to 5:30pm
  • Thursdays, 9:30am to 5:30pm
  • Fridays, 9am to 5:30pm
  • Saturdays & Sundays, closed


For help with our savings products, including ISAs, call us on 0345 0808 500. Amaze Direct would be your first point of contact and they are available 24/7.



If you want to discuss arrears on your Metro Bank Current Account, Cash Account, Personal Loan, Business Start Account, Business Bank Account, Small Business, Commercial or Community Account, or if you have a question about a collection letter you have received, call 0345 241 3075

Opening hours:

  • Monday to Thursday: 8am to 8pm
  • Friday: 8am to 5.30pm
  • Saturday: 9am to 5.30pm
St James's Place products

St James's Place products

If you have a question about a Metro Bank/St James's Place product, including intergenerational mortgages, call 0203 402 8970.

Opening hours:

  • Monday to Friday: 9am to 5.30pm

Face to face

We’re doing everything we can to keep our stores open, but we’ve had to make some changes to our opening times. For the full list of stores and hours, check here.

On Twitter

Have you had a great moment in-store with one of our colleagues? We’d love to hear about it!

Seen something fishy?

If you’ve been sent an email which looks suspicious, don’t reply to it. It might be fraudulent. Forward it to us and we’ll investigate. 

Make a complaint

We take our outstanding customer service very seriously. If you’re not happy about something, we need to know. Tell us what went wrong:

Write to us

Prefer pen and paper? Send us a letter to the following address:

Metro Bank, One Southampton Row, London, WC1B 5HA.

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