Common Questions - Non Flash Version

Each time you use the PINsentry card reader it creates a new, unique, eight-digit code that you use as you bank online. By using something you 'know' like your Barclays Bank card PIN, and something you 'have' like your bank card, it will become even harder for fraudsters to access your accounts through Online Banking.

PINsentry builds in extra levels of protection for banking transactions online.

Currently PINsentry is just for Barclays Online Banking use. This means it won't affect the way you use a debit or credit card to make purchases online. If you have a Barclays debit card, you can enjoy additional security for online purchases by registering at barclays.co.uk/verifiedbyvisa.

Every time you log-in to Online Banking if you have a card reader. Also, when you set up a payment to someone new for the first time, or where you haven't previously saved their details.

So that we can be sure the instruction is coming from you. Using your card with a card reader is a bit like giving us an electronic signature - and adds another level of security to the banking transaction.

Yes, when you pay people whose details you have saved. In addition the details of some selected companies (e.g. utility suppliers) are already set up on our system, so you won't be asked to use the card reader if you set up a payment to one of these companies.

No. But please remove the warning label from the front of the card reader before you use it. Then follow the screen-by-screen instructions the next time you log-in to Online Banking.

We recommend that you familiarise yourself with how the card reader works before you use it for the first time. If you enter your PIN incorrectly three times into the card reader, your PIN will lock and you won't be able to use your card. To unlock your card PIN, visit any Barclays ATM and follow the on-screen instructions.

No. The card reader works remotely and is battery powered. The battery should last for between five and seven years (or between two and three years for audio card readers only). When this time approaches, we will automatically send you a new card reader.

No. The card reader doesn't directly interact with your computer in any way. The card reader uses your card details to generate a unique code.

WE WILL NEVER email you asking you to enter details to synchronise the PINsentry card reader.

Insert your card Chip end first, with the Chip side facing up.

Yes, the card reader will time out and turn off after 90 seconds of inactivity. To reactivate, simply remove and reinsert your card.

Yes. You can share a card reader, but you can only use your own bank card and PIN. Only use a card reader from a trusted source. The Barclays PINsentry card reader has a label on the back. Please ensure that this label is intact for your security.

Yes, PINsentry will work in any time zone, in any country. This allows you to access Barclays UK Online Banking whenever and wherever you want. However, if you use Barclays Online Banking outside the UK you do so at your own risk, as it may constitute an offence in that country. Please note, the PINsentry card reader will not work with international accounts.

This depends. PINsentry uses the latest in Chip and PIN technology and so we may need to replace some or all of your bank cards with new ones incorporating the latest chips. We will write and tell you if any of your cards need to be upgraded.

If you haven't heard from us and are having trouble using your current cards with PINsentry, please contact our Online Banking Helpdesk on 0845 600 2323.

Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

You can use any of your current Barclays Bank debit cards both business (if held) and personal. If you do not have a debit card that is Chip and PIN enabled, we will send you a Barclays Bank Authentication Card to use in the card reader. However, please note the following:

When used with PINsentry, your bank card is only used to identify you when accessing your online banking membership and associated accounts and as such business customers will be able to use a valid personal debit card to access their business accounts online although any transactions will only be made against the account you select.

PINsentry uses the latest in Chip and PIN technology so we may need to replace some or all of your bank cards with new ones incorporating the latest chip. We will write and tell you if any of your cards need to be replaced. If we send you any new debit cards, you should use them instead of your older cards to use PINsentry for Barclays Online Banking.

PINsentry uses the latest in Chip and PIN technology and so we may need to replace some or all of your bank cards in order for you to use it.

Similarly, if you do not have a debit card which is Chip and PIN enabled, we will send you a Barclays Bank Authentication Card to use in the card reader.

You may have inserted the wrong card. Please pull the card out, check and try again.

No. You will need the PIN to use the card reader to gain access to Online Banking. To get a reminder of your PIN, contact your branch or Telephone Banking (if you're a member - the number is on your statement).

Call us on +44 (0)1604 230230^* or visit your local branch to order a replacement.

^*Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

If you are a Personal Banking or Premier customer, you can still log-in without a card reader by clicking on the "Forgotten your card reader" link on the Log-in screen. You will only be able to view your accounts - for all other actions, you must log-in using your card reader.

Business Banking customers will not be able to log-in without a card reader.

For details of alternative banking options, including Telephone Banking, please visit www.personal.barclays.co.uk/goto/pfs_contactus.

An audio PINsentry card reader is available for customers who request Braille, large print statements and audio communications. If you need further help, please contact our Online Banking Helpdesk on 0845 600 2323

Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

If the card reader appears damaged or will not switch on when a Barclays debit card or Authentication Card is inserted, please contact our Online Banking Helpdesk on 0845 600 2323

Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

If you enter your card PIN into the card reader incorrectly twice, the card reader will give you one last opportunity to enter the PIN correctly before it will lock. When the reader displays 'LAST PIN TRY', you must press ENTER before you can enter your PIN for the third time. This is your usual bank card PIN for the card you are using.

If you enter your card PIN into the card reader three times incorrectly, the PIN will lock. You won't then be able to use your card. To unlock the PIN, visit any Barclays ATM and follow the on-screen instructions.

No-one will be able to access your accounts on Online Banking using just the PINsentry card reader. If it is stolen, contact our Online Banking Helpdesk on 0845 600 2323^* to order a new one.

^*Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

The batteries in the card reader should last between five and seven years (or between two and three years for audio card readers only). When this time approaches, we will automatically send you a new one.

Contact our Online Banking Helpdesk on 0845 600 2323^* to order a replacement.

^*Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

No. Please return the old card reader to: FREEPOST, PO Box 551, PO14 9DZ.

Barclays Online Banking is a safe way to manage your money. However, as fraudsters develop more and more sophisticated methods to try to obtain customers details in order to make fraudulent payments, we need to develop new technologies to tackle the increasing security challenges. As a customer who makes payments via Online Banking, we have upgraded your online access to now use PINsentry for additional security.

Yes, you will be given the option to have PINsentry when you apply for Online Banking after opening a Barclays Bank account.

NEVER accept instructions to synchronise the PINsentry card reader - no synchronisation is necessary.

NEVER accept instructions from anyone asking you to enter an account number and amount into the PINsentry card reader unless you wish to make a payment to them.

Yes, you can request additional card readers, although a charge of £6 will be made for each one. Contact our Online Banking Helpdesk on 0845 600 2323^* to order an additional card reader.

^*Outside the UK dial +44 2476 842063. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls. Please read call charges information.

A replacement PINsentry card reader can be issued, but please note there may be a charge for it. You will be advised of any charges.

Please ensure that the headphones have been fully inserted into the socket. Remove the card and check that the volume switch is turned on, then reinsert the card.

If you already use Online Banking:

• We are in the process of distributing PINsentry card readers to online users who regularly set up payments to someone new.
• From 26 November 2007, you will be guided through the screens to upgrade to PINsentry if you try to set up a payment or standing order in Online Banking to someone new. Your card reader should arrive within 6 days of your request to upgrade.
• You can also call the Online Banking Helpdesk.

If you don't currently use Online Banking, you can register for PINsentry:

• Online (for Personal and Premier customers) by clicking the 'Register' link on our website www.barclays.co.uk.

From the end of October 2007:

• At your local branch, either by talking to a Personal Banker or by using our Kiosks (for Personal and Premier customers)
• Through your Relationship Manager if you're a Premier or Business Banking customer.

From 8^th October, if you open a Premier Account with Online Banking you will automatically be registered for PINsentry.

From the end of October 2007, if you open a Business Account with Online Banking you will automatically be registered for PINsentry.

For Personal customers, you will be given the option to have PINsentry when you apply for Online Banking after opening a Barclays current account. If this option is not taken, from 26 November 2007 it will become mandatory to have PINsentry before making payments or setting up standing orders to anyone new. Online screens will provide guidance on the upgrade process.

As online banking memberships are personal, if you have a joint account then it is likely that the other party to the account will be upgraded to PINsentry at a different time.