How to get in touch with our support team
If you’re an existing Mettle customer, the easiest way to contact us is via the Mettle app. Just tap 'Get help' on the Account tab.
Our working hours
Our support team works the following hours:
Monday – Friday 8am to 8pm
Saturday and Sunday (and Bank Holidays) 9am to 5pm
This isn’t a 24/7 live chat service, but drop us a message in-app and our support team will get back to you as soon as possible.
If you’ve lost your card or it's been stolen
You can easily lock your card on the Account tab in the app. Just tap 'Lock card'.
Once you've found your card, tap 'Unlock card' and you'll be able to use it again. If you can't find your card, go to the Account tab, tap 'Replace' and follow the instructions.
If you don’t have access to your app, you can lock your card here.
You can also message us in-app or email email@example.com.
Fraud prevention questions
What can I do to prevent fraud?
If you ever get contacted in any other way or you’re asked to provide any different information, then it’s most likely a scam.Read more
You can find out the different ways we’ll contact you and the information we ask for in this article.
If this happens, or if you’re unsure it’s us contacting you, you should hang up the call and call us back using the number on the back of your Mettle card.
To help protect your account, setting up a strong password and multi-factor authentication is important. We have a guide on cyber security and password best practices on our content hub.
What should I do if I suspect a phishing attempt?
If you think you’ve come across a fraudulent email scam, you can report it to the National Cyber Security Centre (NCSC) by forwarding it to firstname.lastname@example.org.Read more
If you’ve received a suspicious text message, you can forward it to 7726. Your provider will then be able to investigate the text message.
If you’ve been hacked or lost money because of a phishing scam, you must report it to Action Fraud. In England, Wales and Northern Ireland you can report this via the Action Fraud website or by calling 0300 123 2040. If you’re in Scotland, you need to report it to Police Scotland by calling 101.
What should I do if I suspect fraud on my Mettle account?
If you ever notice any unusual transactions on your account, contact us immediately. You can reach out to us through the in-app chat or by calling us on the number on the back of your card.