Below is a list of the most common questions we are asked about the Arbuthnot Latham Card App.
The App is free to download and use. However, your network operator may charge you when using your device to access the Card App and charges may vary if you use the Card App abroad. Please check with them before you get started.
You will be able to view any Arbuthnot Latham debit and charge cards registered to you within the App.
No, only you can view your own cards in the App.
Yes, you can download the App onto more than one device at any given time.
No, the App is user specific so cannot be used by anyone else.
Yes, if your device signal is weak, you have the option to select email to receive the OTP so you can activate the Card App.
Just tap on the card you wish to review and it will expand the details.
This is where your card details will be displayed to allow you to make a purchase online or via telephone. It does not require a physical plastic card to allow the details to be used.
Tap on “Card Details” and then tap on the “Show more card details” bar.
The card details will last for 40 mins or 3 transactions.
This has automatically been enabled for all our UK cardholders.
It takes effect immediately. You can remove the block instantly.
Contactless cards can be used to make payments when you tap or wave your physical card over a card reader, without the need to use the Chip authentication or enter the PIN. The ‘Contactless’ control on the card app allows you to temporarily disable the contactless functionality reducing the risk of your card being misused if it is lost or stolen.
Yes, you can still make contactless payments using payment cards in your digital wallet. Only contactless payments with your physical card will be disabled until you choose to enable them through the card app.
There will be a short delay from completing a transaction to it appearing on the listing.
No the Card App will only show transactions completed using your debit and charge card.
You will have 3 attempts to enter the PIN correctly, otherwise you will have to reactivate the App and follow the instructions on the screen.
It does not seem that you have activated the Card App. Please contact the bank on 0207 012 2900 for more information.
Spend controls allows you to select whether you want to use the card in geographical areas. These can be switched on and off. You can also manage the ability to use the card for transactions via the internet or telephone.
No, the spend controls only apply to the specific card that you make the changes to.
You can call the Client Support Team on 0207 012 2600 to discuss this. During non-business hours, the out of hours team can assist you.
When you get to the stage for approving a payment on the app you will receive a message to ‘allow push notifications’ – you will need to click on ‘allow’ to be able to use the VISA 3D Secure fast checkout option.
You can access the app and block the card immediately. During business hours you can call the Client Support Team on 0207 012 2600 and discuss this. During non-business hours, the out of hours team can assist you.
A complaint can be raised via email, your Private Banker, your online banking, by writing to us (details can be found on our Complaints page) or by calling the Client Support Team on 0207 012 2600.
Whilst we make every effort to make our Card App available at all times, on certain occasions, we may experience unplanned outages to the app or to a specific functionality within the App. On these occasions, we will work as quickly as possible to restore the service. In some cases we may need to have the issue investigated by the provider which may take some time but we will try and provide an update along the way.
Yes, the App meets various business security standards.
There is no age limit for the app, but there are age limits for the card itself.
We recommend that you do not share your devices – cardholders should only store biometric data on one device for security reasons.
Yes, all pending and settled card transactions are shown along with any declines.
Due to the way iOS works, switching off alerts also disables the 3DS service. To enable the service you must enable push notifications.
We can arrange that for you and will require a change in our systems to allow it.
We will need to register unique mobile numbers for each party to the account.