We're developing our Online Banking and Mobile app which will change how you bank. This is in line with new regulations which affect all banks. We started making these changes last year and are continuing to put them in place.
From 14 March 2020, a new EU regulation meant that all banks needed to provide an extra level of security for their customers – it's called 'Strong Customer Authentication'.
This means more protection for you when you’re shopping and banking online, and will require extra checks to prove it is really you. This will help keep you safer from digital fraud.
In line with new regulations, you’ll see additional security checks to confirm it is you when you:
We’ve already made changes to the way you log in to online and mobile banking, and how you make payments in the mobile app.
We have started making changes to Commercial Online Banking and Business Online Plus and we’re aiming to switch all customers to the new version of Online Banking by the end of March 2021.
We're using different ways to make sure it's you trying to log in.
Online Banking and mobile app customers will need a one-time passcode (OTP) to log in. We’ll send this by SMS to the phone number registered to your account.
It’s really important that we have your up to date mobile number to make sure you get the code. To check the number we have, go to the 'personal details' section of your Online Banking, or ‘my details’ in your mobile app. If you need to change your details, you can call us anytime on 0345 0808 500 or visit your local store.
Business Online Plus and Commercial Online Banking customers will need to use their security device to generate an eight-digit security passcode – you’ll find more details in the section below.
Passwords are the usual way of proving you are who you say you are, but they can be guessed or stolen by fraudsters. So we're adding another layer of security to check it really is you.
There are different ways you can prove it’s you:
You’ll need to provide two of these to prove it’s you. This is known as 'two-factor authentication' or ‘2FA’.
These are codes which you need for login and are sometimes used to authorise some transactions or account changes made on Online Banking, or some card purchases.
Your OTP is a secure key to your account, helping to stop anyone but you authorising transactions, making changes to your account or making purchases with your card.
We’ll send an SMS OTP to the phone number registered to your account. If you use Commercial Online Banking or Business Online Plus, you’ll need to use your security device to generate an OTP. Each OTP will be unique to a single transaction, and you’ll need to enter the code into your online banking, mobile app or as part of an online purchase, so that we know it is you.
Please always review the full SMS message when you receive your OTP, and check it has the correct details for your transaction.
You will not be charged for receiving an OTP.
We will use OTPs for certain types of transactions where we need increased security, such as paying somebody new, paying or transferring large amounts, ordering a new card, changing your address or making some online card purchases.
If you receive an OTP you haven’t requested it will be due to fraud. Don't share it with anyone on the phone, in person or online, and call us immediately on 0345 0808 500.
If someone phones unexpectedly and tells you to expect an OTP and to read it to them, it will be fraud – call us immediately on 0345 0808 500.
Here are some examples that fraudsters may use to try and persuade you to give them your OTP:
Visit the Fraud and Security section of our website for more details on identifying scams.
One-time passcodes (OTPs) are sometimes used as additional security checks for logging in to Online Banking and authorising transactions or account changes. In line with new regulations, we’re using OTPs so we can make sure it’s you.
If you’ve shared your login details with somebody else in the past, for example to use Open Banking or accounting software, it may be them (who are known as Third Party Providers – TPPs) trying to log in on your behalf, which is generating the OTPs. For your security, we currently have to send you an OTP every time the TPP tries to log-in.
To find out why the TPP is accessing your account and to stop the OTPs being sent, you need to contact them. You can then withdraw your permission for them to access your account. You can also get in touch with us to reset your log in details for additional security.
If you don’t think you’ve ever given consent for a TPP to access your account, or are receiving OTPs other than logins which you have not requested, it may be fraud. To protect your security, it is important to reset all of your log in details as soon as you can – just give us a call on 0345 08 08 500 or visit one of our stores.
If you change your mobile number, you need to let us know. To do this, call us anytime on 0345 0808 500 or visit your local store.
The extra layer of security makes it harder for fraudsters to target your accounts. All banks will have to provide these extra checks.
To make sure you're ready for these extra security checks, there are a few things you should do:
To verify yourself when you log in, make payments or pay for things online. You can:
Business and Commercial customers, you will also be able to use your security device.
Check that we have your correct mobile phone number by looking at the 'personal details' section of your Online Banking. You can find this by clicking the settings icon next to your name to open the 'User Profile' section.
You’ll need to use your new security device to log in, make payments and some changes to your account. We sent new security devices to existing Online Banking customers between July and September 2020. Customers registering for Online Banking after 28 September 2020 will automatically be sent a security device.
If you don’t have a security device, please contact your Relationship Manager or email firstname.lastname@example.org or visit a store to request one.
You should start using your new device immediately for payments.
You will be prompted by your Online Banking when it’s time to start using it for login and making changes to your account.
To get your security device up and running:
When you see COMPLETE, your PIN is set up
For Business Online Plus and Commercial Online Banking customers, you will need to use your security device to generate an eight-digit security code to make a payment.
A confirmation message will show up if you’ve entered the passcode correctly.
If you have entered your PIN incorrectly too many times, you’ll need to call us on 0345 0808 508 and have your 12 digit customer number to hand.
If you’ve entered OTPs too many times without using them, Online Banking will no longer accept any OTPs your device generates. You’ll need to call us on 0345 0808 508 and have your 12 digital customer number to hand.