My card payment failed, why is this?

The only cards that can be used to add money to an HL account are debit cards. We do not accept credit cards or pre-paid cards.  The most common reasons for card payments not working are:  

• the card details were entered incorrectly  
• the card could not be verified through 3D Secure check   
• the amount being added is unusually high    
  
  

To help give you the best chance of your top-up being successful, make sure that:  

• the name on the card matches the name on your HL accounts  
• there is enough money in the bank account you’re adding from 
• the card is not expired and is registered in the UK

If you keep having problems trying to add money, contact us and we’ll be able to help.

For SIPPs, call us on:

0117 980 9897

Line Open

Anthropic IPO extended opening hours

Friday 13 November	8am-6pm
Saturday 14 November	Normal opening hours
Sunday 15 November	Closed
Monday 16 November	8am-6pm
Tuesday 17 November	8am-6pm
Wednesday 18 November	Normal opening hours
Thursday 19 November	8am-9pm

Resuming normal opening hours from 20 November 2026.

• Monday to Friday: 8am-5pm
• Saturday: 9:30am-12:30pm
• Sunday: Closed

For all other accounts:

0117 980 9950

Line Open

Anthropic IPO extended opening hours

Friday 13 November	8am-6pm
Saturday 14 November	Normal opening hours
Sunday 15 November	Closed
Monday 16 November	8am-6pm
Tuesday 17 November	8am-6pm
Wednesday 18 November	Normal opening hours
Thursday 19 November	8am-9pm

Resuming normal opening hours from 20 November 2026.

• Monday to Friday: 8am-5pm
• Saturday: 9:30am-12:30pm
• Sunday: Closed