If you encounter the Failed to retrieve PIN message when selecting the View PIN option in the Payhawk mobile app, it is likely because your card has been blocked after entering the incorrect PIN 3 times. Note that the card will be blocked after a total of 3 incorrect PIN attempts, whether or not they are consecutive.
To resolve this issue and continue using your card, you will need to reset your PIN code by using the Reset PIN option. Resetting your PIN code will unblock your card, and the next time you select the View PIN option, you will be able to see the newly generated PIN code.
After resetting the PIN, you must activate it before the card works for in-person transactions. Insert the card into a chip-and-PIN POS terminal and complete a purchase, or perform a balance inquiry at an ATM using the new PIN.
To restore contactless payments, you must complete at least one chip-and-PIN transaction after activating the new PIN. If you activated the card at an ATM, make one chip-and-PIN purchase at a POS terminal as well.
Online payments and Apple Pay do not use the physical PIN, so they continue to work even while the card is blocked for in-person use.