Manage your NatWest Rooster account

Managing your Rooster card

Once your Rooster Card is activated, card options and settings can be managed the following ways:

• Parent: tap on the 'Card' button on your child's tile on the Parent Dashboard
• Child: tap on the 'Card' icon on the top left of the Child Dashboard
• Both: navigate to the settings on the child's profile and you will see a 'Rooster Card' menu item

More about managing the Rooster Card

Get Apple Pay & Google Pay*

It makes paying a breeze for your child and you'll keep the same level of parental controls.

●     Pay with their smartphone- no problem if their Rooster Card is left at home

●     An easier way to pay online or in-app - skip filling out long forms

●     Secure contactless payments using biometric authentication or passcode

●     Their card details are never stored by Apple or Google or shared with merchants

*Apple Pay is available on selected Apple devices. Google Pay is available on Android 7 or higher. Child must be aged 13+ to use this service.

Get CVV

This is where a one-time CVV/3 digit security code can be created. This is required when making purchase online or over the phone. The code is created in the app and will expire if used or after 15 minutes. Parents and children will be required to enter their password or verify their account with biometrics.

View PIN

This is where the card PIN can be found. Parents and children will be required to enter their password or verify their account with biometrics before the PIN is revealed. If a child would like to change their PIN, this can be done at an ATM terminal by choosing the option 'Manage PIN'.

Freeze card

If the card is misplaced or lost, or if a parent wants to stop the card being used by the child, this option disables the card. To re-enable the card, simply tap 'Unfreeze Card'.

Card settings

Parents can enable certain settings such as where the card can be used,  limits on card spending and limits on the maximum amount which can be withdrawn from an ATM or spent in store. Children cannot enable or disable these settings, but can view what's been set up for them by clicking on this option.

View more about Managing the Rooster Card settings

Card Troubleshooting

This is where we read you through helpful articles in our FAQ's, or order a new card directly in the app

• You can pay into your account in three ways, either from card top ups directly in the NatWest Rooster Money app, by bank transfer from your bank account of choice or Top Up through the NatWest app.
• For a card top up go to your dashboard, tap on the plus sign located on the right-hand side of the Parent Account icon. From there, you will see an option titled, "Card Top-Up".
• To do so by bank transfer, from your dashboard, tap on the “+” next to your Parent Account icon, from here tap on “Bank Transfer” to view your RoosterMoney Parent Account name, sort code, and account number.
• To top up through the NatWest Top Up experience, you must first have linked your NatWest and Rooster Money account together. In doing so you will have a Rooster Money tile on your Natwest App Homepage. Select the Rooster Money tile and tap ‘Top-Up’ and complete the simplified payment journey to top up either the parent account or a child card. 

• We have an extensive Help Centre available on the NatWest Rooster Money website.
• If you can’t find the answer you need in our FAQs, reach out to Rooster Money directly, either via the ‘Contact Us’ function in the app, or by emailing us at hello@roostermoney.com.
• When you contact the customer service team, please ensure that you include in the message:
• Your name
• The email address you have used to create your account
• NatWest Rooster Money are specialists, fully equipped to handle all questions, queries and complaints.

The PIN can only be viewed once the Card has been activated - it is only available in the app, and will not be posted separately.

Parents and kids can both check the PIN in the app;

From the Parent Account:

• From the family dashboard, tap 'Card' underneath your Child's tile

• Tap 'View PIN'

• Enter your Rooster Money password or use biometrics

• The PIN for the card will be displayed on the screen

From the Child account:

• From the Child dashboard, tap the card pot

• Tap 'Card settings'

• Tap 'View PIN'

• Enter your child's Rooster Money password or use biometrics

• The PIN for the card will be displayed on the screen

Remember, don’t share the PIN with anyone outside of your family. Don’t write the PIN down - it can always be checked in the app. When you use a cash machine or a PIN pad in a shop, use your hand to shield the buttons so no one can see what you’re typing.

You can change your PIN at most ATMs.

You will need to select 'Card' or 'PIN' services (depending on the model of ATM). When you do this you will need to enter your current PIN, so make sure to look this up in the app first.

Why has my Rooster Card been declined?

Primary Parents can now order a replacement card in-app.

• From the family dashboard, tap 'Card' underneath your Child's tile

• Select 'Card Troubleshooting'

• Select the issue affecting your card

• If the card is lost or stolen, you will be prompted to freeze the card before moving on to the next screen

• On the next screen you can update the name on the new card, as well as confirm or update your postal address

• Confirm the card order

If you are replacing a card with a design that you’ve already paid for, or replacing a card but changing the design to one of our free card designs, then this won't cost you anything. If you would like to change the card design to a different design, then you’ll be able to see the price of this in the app before you confirm your choice.

Additional Parent/Guardians and children won't be able to order their own card in app, but they can reach out to the Customer Service team to arrange a replacement. Email us at hello@roostermoney.com or tap 'Contact Us' in app, and let us know:

• That you have frozen the card

• The name you want on the new card

• Your address

• Like all financial institutions we have to ensure that our customers pass Know Your Client (KYC) checks. This is not a credit check, and applying for a NatWest Rooster Card will not affect your credit score. 
• We'll check your identity and address, and if we're unable to confirm either, then we'll reach out to you to obtain proof of identity such as a passport, or proof of address e.g. a bank statement.
• To get your child’s NatWest Rooster Money account ready for Apple Pay or Google Pay you will need to confirm that they are 13 years or older. This has to be done via the Parent Account as proof of age documents will always be required.