Online Banking troubleshooting
If you’ve encountered a problem while using Online Banking, find the answers here.
Forgotten username
If you’ve forgotten your username for Online Banking:
- Select the ‘I've forgotten my username’ link on the login page
- We’ll ask for your name, postcode and date of birth so we can confirm it’s you
- We may ask you to enter your 16-digit card number or your account number and sort code
- Once we’ve checked these details, we’ll show your username
Forgotten security number
If you’ve forgotten your Online Banking security number:
- Enter your username and select ‘Forgotten your security number?’
- Enter your password when prompted
- We’ll send a One Time Access Code to the mobile or landline phone number you’ve registered with us – this code will be valid for 10 minutes
- Once you’ve entered your One Time Access Code, you’ll be able to create a new 6-digit security number
- Your security number cannot 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.
Forgotten password
If you've forgotten your password for Online Banking:
- Enter your username, select the ‘Forgotten your password?’ link and enter your security number
- We’ll send a One Time Access Code to the mobile or landline phone number you have registered with us – this code will be valid for 10 minutes
- When you’ve entered your One Time Access Code, you’ll be able to create a new password
Password guidance
Your password:
- cannot be the same as your username
- must be at least 7 characters long, with a mix of letters and numbers
- is case sensitive, so please remember what capital and lower-case letters you use
Once you’ve entered and re-entered your password, it’s reset.
Forgotten security number and password
If you’ve forgotten both your security number and your password for Online Banking, you can reset these by providing some additional information.
- Enter your username and select ‘Forgotten both security number and password?’
- Enter your name, date of birth and postcode, so we can confirm it’s you
- Enter your 16-digit card number or your account number and sort code
- We’ll send you a Temporary Security Number
- If your mobile phone number is up to date, we’ll send you a message immediately
- If we do not have an up-to-date mobile phone number, or if you’d rather get it by post, we’ll send your Temporary Security Number First Class
- Your Temporary Security Number is valid for 30 days by SMS and by post
- After entering your Temporary Security Number, you’ll be invited to reset your 6-digit security number and your password
Security number and password guidance
Your security number:
- Cannot be your date of birth or anything obvious, like 123456, 654321 or 112233
Your password:
- cannot be the same as your username
- must be at least 7 characters long, with a mix of letters and numbers
- is case sensitive, so please remember what capital and lower-case letters you use
Once you’ve entered and re-entered your details, they’ll be reset.
Device not recognised and forgotten security number
If you’re using a new device or have deleted your cookies, we’ll need to do extra checks to confirm it’s you.
- Once you’ve entered your username, select ‘Forgotten your security number or password?’
- Choose ‘I’ve forgotten my security number’
- We’ll ask for your name, postcode and date of birth so we can confirm it’s you
- We’ll ask you to enter your 16-digit card number or your account number and sort code.
- We'll send a One Time Access code to the mobile or landline phone number you have registered with us - this code will be valid for 10 minutes
- Once you've entered your One Time Access Code, you'll be asked to enter your password before being invited to reset your 6-digit security number
Your security number cannot 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.
Device not recognised and forgotten password
If you’re using a new device or have deleted your cookies, we’ll need to do extra checks to confirm it’s you before you can reset your password.
- After entering your username, security number and One Time Access Code, select ‘I’ve forgotten my Password’ on the password screen
- We’ll ask you for your name, date of birth and postcode so we can confirm it’s you
- We’ll ask you to enter your 16-digit card number or your account number and sort code
- You’ll be invited to create a new password
Password guidance
Your password:
- cannot be the same as your username
- must be at least 7 characters long, with a mix of letters and numbers
- is case sensitive, so please remember what capital and lower-case letters you use
Once you’ve entered and re-entered your password, it’s reset.
Technical support
If you have tried the guidance above and still cannot access Online Banking, it may be due to your device settings. Check the following:
- Is JavaScript enabled in your browser?
- Is your browser up to date?
- Is your security software blocking Online Banking?
If you still cannot access Online Banking, please contact us.
Online Banking troubleshooting FAQs
If a device we previously recognised is not recognised anymore, it’s usually because the cookies in your browser have been deleted. This can happen if you clear your browsing history, use a cleaner tool, or switch to a new browser.
To keep your account secure, we use security cookies to recognise the browsers you use to log in. If you start using a new browser or have cleared your cookies, you’ll see a ‘We don't think we've seen you using this browser before’ message when logging in.
To recognise your device again, when logging in, select ‘Yes - remember this device’ when asked, ‘Is this the device you normally use?’
As part of our Online Banking security, we ask to recognise your device to help us confirm it’s you. It also lets you log in faster, as you do not need to enter a One Time Access Code each time.
If we do not recognise the device or browser you're using, we'll send you a One Time Access Code by text message to allow you to log in. This helps make sure no one else can access your account from an unrecognised device.
To recognise your device, we store a small security token in your internet browser. This does not contain any personal information. It only helps us to recognise your device when you use it to log in to Online Banking.
You can set up more than one recognised device.
No, your device will not be recognised the next time you try to log in.
If you use private or incognito browsing, any cookies that are set during that session will be deleted automatically when you close your browser. This means that we'll not recognise your device the next time you use that browser. We'll send you a One Time Access Code to allow you to log in.
If you manually clear your cookies, we'll not recognise your device the next time you try to log in.
The security token we use to recognise your computer is stored in your internet browser. If you use more than one browser, for example Firefox and Chrome, you'll need to ask us to recognise each one separately.
If you change or upgrade your browser, we may send you a One Time Access Code the first time you use the new version to log in.
To protect your account, we’ll lock your security number, password or both after 3 unsuccessful attempts.
If your security number, password or both is locked, you can reset your credentials online. Before you can do this, we’ll do some additional checks to confirm it’s you.
Using Online Banking: step by step guides
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