What to do if you've forgotten your username

Recovering a forgotten username is easy.

First, click on the Forgotten your username? link on the login page. We’ll then ask you for your name, date of birth and postcode, so we can check it’s you.

We’ll also ask you to enter some bank details. You can choose your 16-digit card number or the account number and sort code for the account in question.

Once we’ve checked these details, we’ll show you your username.

Login screen with "Forgotten your username?" link

What to do if you've forgotten your security number

You can reset your security number yourself online.

Once you’ve entered your username, choose Forgotten your security number? and enter your password when prompted.

You’ll then be invited to create a new six-digit security number. Remember, it can’t be your date of birth or anything obvious, like 123456, 654321 or 112233.

Once you’ve entered and re-entered your security number, it’s reset.

If we don’t recognise your device, you won’t be able to reset your security number online – you can only reset from a device which you’ve asked us to recognise previously. You’ll need to contact us to reset this for you.

Security number entry screen with "Forgotten your security number?" link

What to do if you've forgotten your password

Password entry screen with "Forgotten your password?" link

You can find out your password in a few simple steps.

Once you’ve entered your username, click on the Forgotten your password? link and enter your security number as prompted.

If we don’t recognise your device, we’ll also ask you to enter your security number and then a One Time Access Code, which we’ll send to your phone – just check we’ve got the right number, then press send. Your code will be valid for 10 minutes. If it expires, you’ll need to request a new one.

You’ll then be invited to create a new password. Remember, this can’t be the same as your username. It must be at least seven characters long, with a mix of letters and numbers. It’s also case sensitive (so you’ll have to remember what capital and lower-case letters you use).

Once you’ve entered and re-entered your password, it’s reset.

What to do if you've forgotten both your security number and your password

Password entry screen with "Forgotten your password?" and "Forgotten both security number and password?" links

You can reset both your security number and your password online using a device you’ve asked us to recognise previously.

Once you’ve entered your username, choose Forgotten both security number and password? when prompted.

We’ll then ask you to enter your name, date of birth and postcode, so we can check it’s you.

We’ll also ask you to enter some bank details. You can choose your 16-digit card number or the account number and sort code for the account in question.

Next, we’ll send you a temporary security number. If we have an up-to-date phone number, we’ll send you a message straightaway. If we don’t have an up-to-date phone number, or you’d rather get it by post, we’ll send it First Class.

Once you have your temporary security number, you can continue with the process. After entering your temporary security number, you’ll be invited to reset both your six-digit security number, and password.

Remember, your security number can’t be your date of birth or anything obvious, like 123456, 654321 or 112233, and your password can’t be the same as your username. It must be at least seven characters long, with a mix of letters and numbers. It’s also case sensitive (so you’ll have to remember what capital and lower-case letters you use).

Once you’ve entered and re-entered your details, they’ll be reset.

If we don’t recognise your device, you won’t be able to reset your security number or password online – you can only reset from a device which you’ve asked us to recognise previously. You’ll need to contact us to reset these for you.

What to do if your device isn’t recognised and you’ve forgotten your security number

To help us keep your account safe and secure, we use cookies to track the devices and browsers you use to log in. We’ll also ask if you want us to recognise a particular device.

If you’re using a new or different device that we don’t recognise, or you’ve deleted the cookies from the device you usually use, you won’t be able to reset some of your security details online including your security number if you have forgotten this. You’ll have to contact us instead.

Why we might stop recognising a device, even though you’re using the same one

If you’re using a device that has been recognised in the past, but isn’t any more, it’s usually because you’ve deleted the cookies from your web browser. This can happen if you clear your browsing history, use a cleaner tool or if you use a new web browser.

To help us keep your account safe and secure, we use security cookies to track the browsers you use to log in. If you start using a new browser or have cleared your cookies, you’ll see an unrecognised device message when you try to log in.

To get your device recognised again, you’ll need to enter a One Time Access Code, which we’ll send to your phone. When prompted, check we’ve got the right number, then press send. You code will be valid for 10 minutes. If it expires, you’ll need to request a new one.

Once you’ve entered your code, you can ask us to recognise your device again.

I'm locked out of Online Banking and my device is not recognised

For security reasons and to protect your account, we will lock either your security number, password or both after 3 unsuccessful attempts.

If you have locked either your security number, password or both and you are on a device which is not recognised then for security purposes, you will not be able to unlock/reset any of your credentials online. You must contact us to receive a Temporary Security number to allow you to reset the locked credentials and have the option to recognise your device once again.

Get in touch on social media

Twitter

Follow us on Twitter to see our latest updates and tweet us with your questions, feedback and suggestions

Facebook

Like us on Facebook to see our latest updates and message us with your questions, feedback and suggestions

Need help with Online Banking?

If you'd rather speak to someone, that's not a problem. Call our UK-based customer service team on 0345 300 3511* or add 18001 for Typetalk. Our technical helpdesk lines are open 8am to 10pm, seven days a week.

*This number may be included as part of any inclusive call minutes provided by your phone operator.