Registering for Online Services 

Your account number is eight or nine digits long. You'll find this on a statement or on your cash card (if you have one).

If you can't find your account number, call our Customer Service Centre on 0800 121 8899 with your Telephone Security Details handy or visit your nearest branch and once we've confirmed it's you we'll let you know what it is. 

• If you can’t remember your Telephone Password or need to set one up for the first time:
• You’ll need to order a Password Letter.
• If you already have a Password Letter, you can reset your password now.

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. 

To check that your contact details are correct, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

If you live overseas and you've already registered for Online Services, you can still manage your accounts online as long as you have a up to date telephone number to receive the automated call or text message on.

If you have an overseas address, you won't be able to register for Online Services. You can call us on +44 2476 555 255 to manage your accounts by phone.  Just make sure you have your Telephone Security Details to hand.

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.

Watch our helpful demo to understand how to register for Online Services without a Telephone password. 

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.

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.