Online Security details help

Watch our helpful demo to understand how to reset your password.

If you want to reset your password, you'll need to receive an automated call; this is so we can confirm it is you requesting to change the password.

• I've used the new automated call before to log in: you'll need your Username and Memorable Word. You can reset your password online now.
• I haven’t yet used the new automated call: you’ll need to order a Password Letter so you can set up a new password.

If you already have a Password Letter, you can use the temporary password on the letter to set up your password now.

• If you've forgotten both your Online Password and your Memorable Word, you won't be able to log in to Online Services. 
• You'll need to call our Customer Service Centre on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch. An advisor will get you set up so that you're ready to re-register for Online Services on the website where you'll create new Online Security Details. You won't be able to re-register for Online Services without speaking to us first. 

You can retrieve your Username/Web ID online.  You'll need to enter your account number and some details about yourself.

You’ll need to receive an automated call or text message when you log in and use your account so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

If you choose to receive a phone call

It won't take long and it won't be a real person. You won’t need to be able to hear the voice on the automated call.

• Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone. You won't be asked to do anything else.

If you choose to receive a text message

• This will be sent to your mobile number and will provide you with a one time passcode, which you will type into the fields shown on your Online Services screen. You will have 5 minutes to enter the passcode.

You may not have received the automated call because:

• You asked us to call you on your mobile, but you don’t have a signal. You'll need to answer the call so try again when you have a signal or select your  home landline number instead. 
• You asked us to call you on a number you didn’t intend to, for example, your home landline rather than your mobile. Choose the correct number and make your request again.
• The number we hold for you is out of date. To check that we have the right contact details for you, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

If the automated call is blocked by your service, check your 'blocked' settings. You may need to add this number - 024 7601 6451 - to the list of numbers that should always be allowed, or to your Call Guardian white list.

You won’t be able to use Online Services if you don’t have a phone, as you won't be able to receive the automated call or text message to confirm it's you. You’ll have to provide a phone number to register for Online Services, and you’ll need to be able to access that phone when you’re logging in. It can be your home landline – it doesn’t have to be a mobile.

The automated call number is 02476 016 451. It's the only number we'll ever use to confirm it's you when you log in and use your account. We'll only ever ask you to key or say the code you see on your Online Services screen into your phone.

If you have a call guardian or call minder service (e.g. Sky Shield), save it to your phone’s contacts so that the call won’t be blocked and you recognise that it’s us calling.

This number doesn’t accept incoming calls and you won’t be able to call it back. If you need to talk to us, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

• Make sure it has a minimum of 12 characters (we'll accept 8, but if it's longer, it's stronger)
• Make it a mixture of letters and numbers
• Use an acronym, for example, 'Samantha will be five on the ninth of August and she's having a party' could become SWB5OT9OAaSHaP
• Make sure it's different to all your other security information
• Stay away from obvious words and dates like your date of birth, or a pet's name
• Three well-chosen random words can be easy to remember but not easy to guess. As an example, TableTrainerFloor is random - SaturdayNightFever is not.

If you think you've been the victim of fraud, or someone has access to any of your Security Details, call us straight away on 0800 121 8899. Go to our fraud and security section for information on how to recognise common scams.

Call us straight away on 0800 121 8899. 

Trusteer Rapport is software which works with your web browser that we provided to members for some years. It offers some protection when using online banking e.g. it can help spot fraudulent websites.

We looked into Trusteer Rapport and it was only used by 0.1% of our members. We decided to stop offering this optional add-on service from 31 October 2020 and instead invest in measures beneficial to all members. The security and fraud prevention technologies we use now are built into our services, to give protection to all our members.

If you decide to keep Trusteer Rapport on your device, it will still work with web pages you've manually added and with websites from other companies using Trusteer Rapport.

Want to remove Trusteer Rapport from your device?

You can find out how to remove Trusteer Rapport from your device on IBM’s Trusteer Support website.

How to stay protected online

Make sure you’re aware of how to spot common scams. View our Fraud and Security centre for information on how to stay safe online. There’s also more information on the Government’s National Cyber Security Centre website. 

For help accessing your accounts by phone, go to Telephone Services help.