How you can protect yourself against fraud
We take your security as seriously as you do.
Please note that Tesco Bank will never ask for your full security PIN over the phone, and we will never email or text you links that direct you to your account login page. If you have any concerns, please contact us.
Phishing emails and texts contain a link that directs the user's web browser to a site that, to all intents and purposes, appears authentic. Phishing emails and texts can also contain links or attachments that will download malware on to your device, compromising its security
If you receive a suspicious email or SMS, follow these precautions:
- Be wary of messages offering you free vouchers or alerting you to a notification or problem with your account or security.
- Don’t click any links in these fraudulent messages, especially if it is a link that asks you to log in to your account, as these links usually lead to a compromised site.
- Log in to your Tesco Bank account by opening your browser and manually typing in tescobank.com, or follow a saved bookmark.
We also have a helpful guide to help you tell if a Tesco Bank email you’ve received is genuine or not.
Phishing on the phone
Phishing can occur on the phone as well. Fraudsters may call pretending to be your bank or your internet/phone provider or even the police. Be vigilant when someone you don’t know calls you. Fraudsters will aim to trick you into giving them your details or transferring money into a bank account they have control over.
If someone suspicious calls you:
- Ask the caller for their name and where they are calling from, hang up, then call back on a number that you know and trust, or can verify from your card or statement.
- Always call back from another phone to the one you received the call on and if you can't access another phone, wait five minutes, or call a friend before making another call.
- Fraudsters can spoof the number they are calling and texting from - so do not trust the incoming number if you ever asked to, instead hang up and call a number you know to be authentic.
- Never give out your any of your banking or personal details to anyone who calls you unexpectedly.
- Never allow anyone who calls you unexpectedly to remotely access any of your devices. This is a trick fraudsters use to transfer money from your online account by suggesting their is a problem with your router or computer.
Get more information on how to protect your devices at Get Safe Online, which is a joint initiative between Government, law enforcement, leading businesses and the public sector.
Keep your accounts and devices secure
Keep all Tesco Bank security details secret (these details include your username, security number, password and passcode). These details keep both your Online Banking account and your Mobile Banking app secure.
Don’t let anyone else know or use your Tesco Bank security details – even a joint account holder, as they will have their own security details.
Keep your devices secure. You can use our helpful protecting your devices guide for further information.
Additional measures to prevent fraud
- Keep valuable documents such as passports and drivers licences in a safe and secure place.
- Research any websites you’ve never bought from before. Look on the Internet for any evidence of problems with other customers.
- Destroy all unwanted paperwork by shredding any documentation that includes personal information such as name, address, date of birth, passwords, PINs and financial information.
- Check your statements. If you do not recognise certain transactions, then ensure that you report it to us immediately.
- Keep an eye on your credit rating, as this will allow you to spot any instances of where your identity is being used by a fraudster to apply for financial products. Credit agencies Experian, Equifax and Callcredit all offer credit reports, some costing as little as £2.
These are some of the important questions other customers often ask us:
What if I think someone knows my Tesco Bank Online Banking or Mobile Banking App security details?
You must contact us immediately and change your Tesco Bank security details straight away.
What if I forget or lock my Tesco Bank security details?
If you've forgotten your existing details or you are locked out of Online Banking or the Mobile Banking App, you can reset them online. We may need to send you a Temporary Security Number by text message or post to make sure it's really you.
What should I do if my phone is stolen?
Call our Online Helpdesk immediately so that we can block the Tesco Bank Mobile App being accessed on your stolen phone. If you suspect that someone else knows any of your log-in details then ask us to reset them when you call.
What if I want to change my Tesco Bank security details?
If you want to change your security details, you can do so by logging in to Online Banking and choosing Manage Security Details on the Online Banking Overview or by contacting us.
What if I'm asked for my Tesco Bank Online Banking security details?
Once you've registered, we'll never ask for all of your security details when we contact you.
If you ever receive a request for all of your details at any time (by email or otherwise), don't give them out and report it to us straight away by emailing firstname.lastname@example.org. You'll never be asked for your security details or your PIN by online retailers, so you should never disclose them, even to the police or other security agency.
We would also recommend further information on how to protect yourself and how to protect your devices at Get Safe Online, which is a joint initiative between Government, law enforcement, leading businesses and the public sector.