Text message verification codes
We send you verification codes when we need to check it's really you trying to do something with your account. We send them by text message unless you're unable to receive them.
This is more secure as fraudsters are more likely to gain access to your emails than your phone, and you're more likely to notice if something's wrong with your phone.
Here you can read about:
If you've already registered for the app you can continue to use it without a UK mobile number. If you've not registered for the app, or ever need to re-register (such as to set up on a new device), you'll need a UK mobile number so you can receive a text message verification code.
If you're using email codes, it's even more important to know how to keep your email account secure by using stronger passwords and staying safe online.
How to receive verification codes by text message instead
Here's what to do if you want to start receive codes by text.
- Make sure we have your UK mobile number. You can check, add or update your contact details in the mobile app and online banking.
- Let us know you want to receive codes by text by calling us on 03457 212 212, or visiting us in branch. Our phone links are open Monday to Friday, 8am to 6pm and Saturday and Sunday, 9am to 5pm. Call charges apply.
Get help if you cannot receive text message verification codes
If you cannot receive text message verification codes, please contact us by calling us on 03457 212 212, or visiting us in branch. Our phone lines are open Monday to Friday, 8am to 6pm and Saturday and Sunday, 9am to 5pm. Call charges apply.
How to add or update your number in our mobile app
Log into the mobile 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 check or update your number in online banking
Log in to online banking, and:
- Click 'My details' from the main menu.
- Click 'Phone numbers' and follow the on-screen instructions.
- Enter your password
- Verify the change using the verification code we send you.
We'll send text messages to the number that's currently registered (not your new number). So if you cannot receive verification codes to the number that's currently registered, you'll need to contact us.
Remember, you can use our online banking services on your mobile device - you just need to go to our homepage and click 'Login'.
Fraudsters are calling you
Fraudsters are posing as The Co-operative Bank over the phone. And they take advantage of changes like this to try to 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.
Not found what you're looking for?
Contact our support team