DDA compliant security token instructions

A large security token with clear display and easy-to-use buttons, our desktop device has all the functionality of our smaller pocket security token with the added benefit of audio commands.

Welcome to safer internet banking

As online fraud becomes increasingly sophisticated our security measures need to advance to combat these crimes. The security token is part of our ongoing commitment to making your online banking experience as secure as possible.

It is easy to use and you will be prompted by the online banking system when you need to use it.

Your security token holds no personal or financial information about you and does not need to be connected to your computer. It simply generates codes that you will use to identify yourself at logon and to complete some online transactions – such as setting up a new beneficiary.

Security token functions

The security token has a display screen and keypad and is supplied with in-ear headphones which connect through a socket at the top of the device on the right-hand side above the display screen.

The keypad consists of numeric buttons – 1 to 9 and 0 (standard telephone keypad design). There is a single raised dot on the number one button and two raised dots on the number five button.

The bottom row of the keypad has two additional buttons with raised edges:

  • On the left-hand side is the menu / back button
  • On the right is the ON / Enter button

Audio commands, through the in-ear headphones, are automatically activated when the device is switched on.

Getting started

You need to activate your security token, by calling our dedicated Customer Services team, before you can use it to log into online banking.

Activation takes just a few minutes. Please make sure you have your account details to hand. If you are at a PC when you call we will also help you log in for the first time.

Activating your security token

  • Call Business Online Banking support on 0345 601 9938 - lines are open 8am–8pm Monday to Friday and 9am–12pm Saturday.
    You will need to answer a couple of security questions to confirm your identity. You will then be asked for the Serial Number (S/N) of your security token (this is located on the back of your device).
  • The Customer Services advisor will ask you to turn on your security token by pressing the ON/Enter button – the bottom right-hand button.
  • Now enter the PIN (four-digit number) provided by the Customer Services advisor.
  • Your device will prompt you to enter New PIN.
  • Enter a New PIN (four-digit number) of your choice and click ON/Enter. You will need this number each time you use your security token. Do not share your PIN with anyone – including the Customer Services advisor.
  • Confirm your PIN by entering your new four-digit number again. Click ON/Enter.
  • The activation process is now complete and your security token is ready for you to use.

Important advice – choosing a new PIN

  • Do not choose a PIN with sequential numbers or one that has a constant value between each digit. For example, 0000 and 1234 are considered to be weak codes.
  • Do not share your PIN with anyone – including the Customer Services advisor.

Security tip: keep your PIN number secret. We will never ask you to reveal your security token PIN number.

Using your security token

You are required to use your security token to log into online banking and when carrying out certain transactions such as:

  • Managing beneficiaries – including:
    • Create new beneficiary
    • Edit beneficiary
    • Delete beneficiary.
  • Managing and approving payments– including:
    • Create / edit single payment to new beneficiary
    • Approve / reject payment (on accounts where approvals are relevant).

You do not need your security token to authenticate transfers and payments between linked accounts or to existing beneficiaries.

Logging in

login screenshot

Step 1
(At the login screen – web page)

  • Enter your Customer ID and your unique User ID in the boxes provided.

Please note: The Customer ID and User ID fields are NOT case-sensitive.

Step 2 (Security token)

  • Press the ON/Enter button to switch on your security token.
  • Enter your four-digit PIN and press ON/Enter.

Step 3 (Security token to web page)

  • Enter the 10-digit passcode provided by your security token into the Secure token passcode box on the web page.
  • Click Login. You are now logged in to online banking.

Audio tip: Press the number 5 button to repeat an audio command.

Completing transactions

Once you are logged in to online banking the system will prompt you whenever you need to use your security token to complete a transaction.

By requesting an eight-digit code, generated on your security token, the system is able to re-confirm your identity and authenticate the transaction request.

The instructions below set-out the steps you need to take to authenticate and complete a transaction using your security token, when requested by the system:

Step 1 (Security Token)

  • Press the ON/Enter button to switch on your security token.
  • Enter your four-digit PIN (Note: Do not press the ON/Enter button after you have entered your PIN).

Step 2 (Transaction web page to Security Token)

  • Enter the eight-digit number (displayed in the Confirmation Details section of the online banking web page) into your security token and press ON/Enter.
  • Your security token will now display a new eight-digit number.

Step 3 (Security Token to Transaction web page)

  • Enter this eight-digit number into the Security Device Passcode field provided in the Confirmation Details section of the web page
  • Complete the transaction.

Audio tip: Press the number 5 button to repeat an audio command.

Frequently asked questions

When do I need to use my security token?

You will need to use your security token each time you log into your online banking account. You will also be prompted to use the security token to authenticate some of your online transactions, such as:

  • Managing beneficiaries – including:
    • Create new beneficiary
    • Edit beneficiary
    • Delete beneficiary.
  • Managing and approving payments– including:
    • Create / edit single payment to new beneficiary
    • Approve / reject payment (on accounts where approvals are relevant).

You do not need your security token to authenticate transfers and payments between linked accounts or to existing beneficiaries.

I am unable to log in to Business Online Banking – what should I do?

You may have entered incorrect details:

  • Check you have entered the correct Customer ID and User ID.
  • Try to log in again using a new 10-digit passcode generated by your security token.

If you continue to have difficulty please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am–8pm Monday to Friday and 9am–12pm Saturday).

Will it be obvious when I need to use my security token?

Yes – you will be prompted to use your security token when required.

If I get my PIN wrong will it block my security token?

Yes. If you enter the wrong PIN in error three times the security token will display Locked.

If your security token says Locked you will need to call Business Online Banking support on 0345 601 9938^ (lines are open 8am–8pm Monday to Friday and 9am–12pm Saturday) who will help you reset your PIN and unlock the device.

Hint: Use the Menu/back button (bottom left-hand button) on your security token to delete a wrongly entered digit.

My security token will not switch on – what do I do?

Your desktop security token uses two types of battery:

2 x AAA – these batteries power the audio commands and should be replaced if this functionality stops working.
1 x CR2430 – this battery powers the display screen and should be replaced if your device will not switch on.

If you continue to have difficulty with the device after you have replaced the required battery(ies) please call Business Online Banking support on 0345 601 9938^ (lines are open 8am–8pm Monday to Friday and 9am–12pm Saturday).

How do I switch the security token off?
Press the ON/Enter button to switch the security token off. Alternatively the device will automatically switch off after approximately 60 seconds of inactivity.

Online banking will not accept the eight-digit passcode, displayed on my security token, when I attempt to complete an online transaction - what should I do?

  • Try to complete the transaction again using a new eight-digit code generated by your security token.

If you continue to have difficulty please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am–8pm Monday to Friday and 9am–12pm Saturday).

Can I change my four-digit PIN?

Yes, you can change your security token PIN:

  • Turn on your security token by pressing the ON/Enter (bottom right-hand) button.
  • Enter your four-digit PIN and press ON/Enter.
  • Press the MENU (bottom left-hand) button until CHANGE PIN is displayed.
  • Press ON/Enter.
  • Enter a new four-digit PIN and press ON/Enter.
  • Enter your new PIN again to confirm and press ON/Enter.
  • Your PIN has now been changed. You will use the new number the next time you use your security token.