Changing how we send verification codes

We’re moving to using text messages only for sending verification codes.

What's changing and why

We're switching to sending verification codes by text message because it's more secure. Fraudsters are more likely to gain access to your email account than your phone, and you're more likely to notice if something's wrong with your phone.

Will this affect you?

You do not need to do anything. As you receive your online banking codes by email we'll continue to send them that way. You can keep your email account safer by choosing strong passwords and staying safe online.

Should you switch to text codes?

We recommend receiving codes by text message as they're more secure. If you have a UK mobile number it's easy to start receiving text codes by providing your mobile number.

You can read about when you would need to use text codes.

How to receive your codes by text message

You just need to provide a UK mobile number. You can check, add or update your number in our mobile app and online banking.

How to update your number in our mobile app

Log into the app, and:

Tap 'More' in the bottom right corner while you're on the main accounts screen.
Tap 'My settings and details'.
Tap 'Personal details'
Tap 'Edit' on the mobile phone number you'd like to update.
Once updated, tap 'Save'.
Verify the change by using your fingerprint, passnumber or facial recognition.

How to update your number in online banking

Log into online banking, and:

Click 'My details' from the main menu.
Click 'Phone numbers' and follow the on-screen instructions.
Enter your password.
Select whether you'd prefer to receive a verification code via text message or email - if you select the text message option and you already have a number registered, we'll send the code to the current number (not your new number).
Verify the change by entering your verification code.

Other ways to update your number

Alternatively you can contact us on 03457 212 212 or visit us in branch.

Our phone lines are open Monday to Friday, 8am to 6pm and Saturday and Sunday, 9am to 5pm. Call charges apply.

When would you need to use text codes?

Email verification codes only work for online banking, not our mobile app. You can use online banking on your mobile device - just go to our homepage and click 'Login'.

If you're already registered for the app you can continue to use it without a UK mobile phone number. If you're not registered for the app, or if you ever need to re-register (if you need to log in on a new device) you'll need a UK mobile number so you can receive text codes.

Fraudsters are calling you

Fraudsters are posing as The Co-operative Bank. And they take advantage of changes like this to try and trick you into providing personal information. Never give your verification code to anyone. If anyone asks - stop, it's a scam. Call 159.

Financial Services Compensation Scheme

Your eligible deposits held by a UK establishment of The Co-operative Bank p.l.c. are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme. This limit is applied to the total of any deposits you have with The Co-operative Bank and smile. Any total deposits you hold above the limit between these brands are unlikely to be covered.

Please read further information on the FSCS scheme here or visit their website.