We took up the option to replace our joint account cards with those with the “JOINT ACCOUNT” marker on them. When they arrived there were no instructions on how to replace the old cards with the new. On Saturday I went on chat for guidance but unfortunately there was a high demand for support so it took almost 12 hours to activate the two cards. In the end customer support had to activate the cards for us.
Though that was frustrating, the biggest issue was that two pieces of advice during the process were either missing detail or were just not possible in the current iOS app:
The first was that to replace the card I had to tap ‘Replace’ on the account screen under the image of the card, when the only three options were ‘PIN’, ‘freeze’, and ‘settings’.
The second was that I should get in contact through the app and ‘Toggle on urgent’. Maybe I’m missing something, but I couldn’t find any opportunity to mark a chat as urgent.
For those who are taking the opportunity to replace their joint account cards, it would be good to receive clear instructions on how to replace the card.