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 text message verification codes only. They're more secure – for example, 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.

What you need to do

You've already told us you cannot receive verification codes by text when you use your card online. Therefore you will continue to receive your codes for online banking by email. You do not need to do anything.

You can keep your email account safer by using strong passwords. Find out more about strong passwords and how to stay safe online here.

What to do if you want to receive your codes by text

First, you need to provide a mobile number. You can do this using the mobile app or in online banking.

How to add or update your mobile number

Then, contact us on 03457 212 212 to let us know you want to receive your codes by text.

Alternatively, you can visit us in a branch.

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

Important – email verification codes will only work for online banking, not the mobile app. If you are already registered for the app you can continue to use it without a UK mobile phone number.

If you aren't registered for the app, or if you ever need to re-register, for example if you need to set up the app on a new device, you will need a UK mobile number to receive a verification code.

How to add or update your mobile number

You can add or update your mobile number in our mobile app or online banking.

Log into the app, and:

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

Log into online banking, and:

  1. Click 'My details' from the main menu
  2. Click 'Phone numbers' and follow the on-screen instructions
  3. Enter your password
  4. Select whether you'd prefer to receive a verification code via text message or email – if you select the text message option, we'll send the code to the number that's currently registered (not your new number).

Rememeber, 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. 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.

Not found what you're looking for?

Contact our support team