Most of our customers should be able to upgrade easily. If you’ve had problems, please check the following:

- Pending balance: If you recently made a transaction with us you may see that some of your transactions are marked “Auth” for authorised. This means that your transaction is pending, waiting for the merchant to take the funds. It’s not possible to upgrade if you have a transaction in this state. Please wait a few days, by which time your transaction should be marked “Fin” for finalised. This means that you can now upgrade.

- You have a card that has never been activated or has PIN tries exceeded: Money on these cards will not be able to move across to the new card during the upgrade via the link. Our team would be happy to move these finds for you individually. Please sign in and contact us on live chat (the yellow button at the bottom right of this screen) to ask for this.