How to Activate Your Card
Before you can use your new debit or credit card for transactions, it must be activated. Card activation is a security measure that ensures only the rightful cardholder can begin using the card. Whether you've received a new card with your account opening, a replacement card, or a renewed card, the activation process is quick and straightforward.
When Do You Need to Activate a Card?
Card activation is required in the following situations:
- You have opened a new account and received your first debit card
- You have been approved for a new credit card
- Your existing card has been renewed and you have received a replacement with a new card number and expiry date
- You have reported a lost or stolen card and received a replacement
- You have requested a replacement for a damaged card
- A supplementary credit card has been issued to an authorised family member
Cards that have not been activated cannot be used for any transactions, including ATM withdrawals, point-of-sale purchases, online transactions, or contactless payments. Your old card, if applicable, will remain active until you activate the new one or until its expiry date, whichever comes first.
Activation Methods
We offer several convenient ways to activate your card. Choose the method that suits you best.
Via Mobile App (Recommended)
Activating your card through the mobile app is the fastest method and can be done from anywhere at any time.
- Open the mobile banking app and log in with your credentials or biometric authentication
- You will see a notification banner at the top of your dashboard prompting you to activate your new card — tap on it. Alternatively, navigate to "Card Management" from the main menu
- Select the card that requires activation — it will be marked with an "Inactive" or "Pending Activation" label
- Tap "Activate Card"
- Enter the last 4 digits of your new card number for verification
- You will be prompted to set or confirm your 6-digit PIN
- Confirm the activation — you will receive an on-screen confirmation and a push notification
Your card is active immediately and ready for use.
Via Internet Banking
- Log in to internet banking at our official website
- Navigate to "Cards" or "Card Management" from the main menu
- Select the inactive card from your list of cards
- Click "Activate Card"
- Enter the last 4 digits of the card number and the 3-digit CVV printed on the back of the card
- Verify via one-time password (OTP) sent to your registered mobile number
- Set or confirm your PIN
- Click "Confirm" to complete activation
Via ATM
You can activate your card at any of our ATMs. This method also allows you to set your PIN immediately.
- Insert your new card into any of our ATMs
- Select your preferred language
- Enter the temporary PIN provided in the separate PIN mailer sent to your registered address. If you were not issued a PIN mailer, use the last 6 digits of your identification number as the temporary PIN
- The system will prompt you to change your PIN — enter your new 6-digit PIN and confirm it
- Once the PIN change is successful, your card is automatically activated
- You may proceed to perform a transaction or retrieve your card
Via Phone Banking
- Call our 24-hour customer service hotline at 1800-XXX-XXXX
- Follow the automated voice prompts and select "Card Activation"
- Enter your full card number using the phone keypad
- Verify your identity by entering your date of birth and the last 4 digits of your identification number
- The system will confirm your card has been activated
- If you wish to set your PIN over the phone, you will be transferred to a secure automated PIN selection system
Via Branch
Visit any of our branches with your new card and a valid government-issued identification document. A customer service representative will verify your identity and activate the card on the spot. You will be asked to set your PIN using a secure PIN pad at the counter.
Activation Timeframes
| Activation Channel | Processing Time | Availability |
|---|---|---|
| Mobile App | Instant | 24/7 |
| Internet Banking | Instant | 24/7 |
| ATM | Instant | 24/7 |
| Phone Banking | Instant | 24/7 |
| Branch | Instant | During branch operating hours |
Setting Your PIN During Activation
Most activation channels will prompt you to set your PIN as part of the process. If you complete activation without setting a PIN, you will be prompted to create one on your first ATM transaction. Your PIN should be a 6-digit number that is easy for you to remember but difficult for others to guess.
Avoid using the following as your PIN:
- Your date of birth or birth year
- Sequential numbers such as 123456 or 654321
- Repeated digits such as 111111 or 888888
- Your phone number or identification number
What Happens to Your Old Card?
If you are activating a renewal or replacement card, your old card will be deactivated automatically once the new card is activated. We recommend destroying your old card by cutting through the chip and magnetic stripe with scissors. If your old card was linked to digital wallets such as Apple Pay or Google Pay, you will need to add the new card to your wallet manually and remove the old card entry.
Troubleshooting Activation Issues
If you encounter any issues during activation, here are some common causes and solutions:
- Card not appearing in mobile app or internet banking: Allow up to 24 hours after receiving the card for it to appear in your digital banking profile. If it still does not appear, contact customer service.
- Temporary PIN not working at ATM: Ensure you are entering the correct temporary PIN from your PIN mailer. If you did not receive a PIN mailer, try the last 6 digits of your identification number. After 3 failed attempts, the card will be locked and you will need to contact us.
- OTP not received during internet banking activation: Check your registered mobile number is correct and your phone has network signal. Wait 2 minutes before requesting a new OTP.
- Card activation rejected: This may occur if the card has expired before activation. Cards must be activated within 6 months of the issue date. If your card has passed this window, contact us to arrange a new card.
For any activation issues not resolved by the above steps, please contact our customer service team at 1800-XXX-XXXX or visit your nearest branch for assistance.