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Q:

When will a smartcard for a new user arrive and help with the process

A:

Smartcards and PINs take up to seven working days to arrive. You'll usually receive the smartcard first and the PIN a day or two later. The smartcard will be sent to you, as the administrator, and the PIN for the card will be sent directly to the new user, along with instructions on how to use it.

If it's been over seven working days and you've not received the smartcard and PIN, you can reach out to us by clicking the 'Message us' button in Bankline or on our Bankline webpages.

If you need to order a smartcard to a home address, you can find help here:

How do I order a smartcard to a home address?

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