We've found that in most reports of this happening, the simplest reason is because you are logging in to a different account.
Some of our members renew their card on their existing account, but some create a new account and begin a card application on there.
If you've done this:
- Make sure that you are using the new email address and password to log in to your account, otherwise you'll be accessing the account that your card has expired on
- If you use biometric features (Face ID or Touch ID) to log in to your app, it might be logging you in to the old account. You'll have to fully log out of the account by selecting the card icon and scrolling to the bottom to 'Log out' (as pictured). Then you can manually enter your new login details to access the account that your new card is on.