Amend Details

How do I change my contact and login information?

On the Profile page you can review and manage your contact information and login details, including:

  • Address
  • Email address
  • Contact number(s)
  • Password
  • Security code.

Change address

How do I update my address?

To change your address, go to your Profile and select ‘Change address’. Enter your current postcode (or manually type in your current address), and you’ll be directed to a screen where you can enter a new address. You'll need to enter your password, 6-digit security code and a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code.

If your address is a non standard address e.g non UK, please contact us on +44(0)3457 212 212 (call charges) to make these changes. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

My postcode isn’t recognised in the postcode lookup, what should I do?

There are a few reasons your postcode may not be recognised by the lookup, especially if the building address is fairly new. If your postcode isn’t recognised by the lookup, you can enter the full address manually.

My new address hasn't been permitted

We can’t automatically change your address to a non-standard address. Non-standard addresses include:

  • Non-UK address
  • BFPO (British Forces Post Office) address
  • Mailbox/PO Box address
  • ‘Care of’ address.

Please contact us on +44(0)3457 212 212 (call charges) if you need to change your address to a non-standard address. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

Will changing my address online affect my telephone or in-branch banking?

Yes, your new details will be the updated contact details across all of your Co-operative Bank activity – in branch, online, and telephone banking.

How long will it take to change my address?

We aim to update our records by the end of the next working day.

Change email address

To receive paperless statements and secure message notifications, it’s really important that we have an up-to-date unique email address for you that no-one else can access.

How do I change my email address?

To change your email address, please visit your Profile page and select 'Change your contact details'. where you can amend your email address in the field provided. Please note, you’ll need to enter your password, 6-digit security code and a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code. When changing your contact details, we will send a verification code to the mobile number or email address we currently have for you, not your updated details.

You can change your contact number and email address using our mobile app. Log in and choose “My settings and details” from the main menu. At the bottom of the page select “Update number or email”. You can then update the details you need to. We will ask you to verify the change by using your fingerprint, passnumber or Face ID (only available on iOS devices).

My new email address isn’t being accepted, what should I do?

Ensure that you have entered exactly the same address for both ‘Enter new email address’ and ‘Confirm new email address’. If you are still experiencing problems, contact us on +44(0)3457 212 212 (call charges) to change your email address. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad. To change your email address online, you’ll need to enter your password, 6-digit security code and a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code. When changing your contact details, we will send a verification code to the mobile number or email address we currently have for you, not your updated details.

How long will it take to change my email address?

Your email address will be changed instantly.

Change contact numbers

How do I update my contact number?

To change your contact number in online banking, please visit your Profile page and select 'Change your contact details' where you can amend your contact number in the field provided. Please note, you’ll need to enter your password, 6-digit security code and a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code. When changing your contact details, we will send a verification code to the mobile number or email address we currently have for you, not your updated details.

You can also change your contact number and email address using our mobile app. Simply log in and choose “My settings and details” from the main menu. At the bottom of the page select “Update number or email”. You can then update the details you need to.We will ask you to verify the change by using your fingerprint, passnumber or Face ID (only available on iOS devices).

My new contact number is over 12 digits in length – why can’t I enter it?

Our site doesn’t accept phone numbers of over 12 digits, but if you contact us on +44(0)3457 212 212 (call charges) to change your phone number we will be able to help. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

Will changing my contact number online affect my telephone or in-branch banking?

Yes, your new details will be the updated contact details across all of your Co-operative Bank activity – in branch, online and telephone banking.

How long will it take to change my contact number?

We aim to update our records by the end of the next working day.

Change your log in details

How do I change my password?

To change your password, simply go to your Profile page and select ‘Change your password’. If you update your password and/or security code, inform the TPPs you use so they can continue to provide their Open Banking services to you.

Your password must be at least 8 characters, no more than 20 characters and contain no spaces.

They must consist of at least 3 of the following 4 character types - uppercase and lowercase letters, numerals and special characters.

The characters that aren’t allowed are < > ; `

Example of a weak password: barney
Example of a strong password: B@rn3yBlu3

You’ll need to enter your old password, 6-digit security code and a verification code we will send to you by text message or email to make this change. It's important that you never tell anyone your verification code. If you're having problems changing your password, please call us on +44(0)3457 212 212 (call charges). Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

My new password isn’t being accepted, what should I do?

Ensure that you’ve entered exactly the same password for both ‘Enter new password’ and ‘Confirm new password’. If you are still experiencing problems, contact us on +44(0)3457 212 212 (call charges) to change your password. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

How do I change my security code?

To change your security code, simply go to your profile page and select ‘Change your security code’. If you update your password and/or security code, inform the TPPs you use so they can continue to provide their Open Banking services to you.

Your security code must be 6 digits in length.

For your security, we can’t accept security codes that are easy to guess (e.g. codes containing several repeated numbers or numbers in sequence).

You’ll need to enter your password, the old 6-digit security code and a verification code we will send to you by text message or email to make this change. It's important that you never tell anyone your verification code. If you're having problems changing your security code, please call us on +44(0)3457 212 212 (call charges). Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

Why isn’t my new security code being accepted?

For safety reasons, we can’t accept security codes that are easy to guess (e.g codes containing several repeated numbers, numbers in sequence). If you’re confident your new security code is suitable, but are still experiencing problems, contact us on +44(0)3457 212 212 (call charges) to change it. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. Call us from the UK and abroad.

Manage my recipients

How do I manage my recipients?

You can remove a recipient by following these simple steps:

  1. Log into your online banking.
  2. From your home page, select the 'Profile tab' from the top right corner.
  3. Scroll down the page until you see 'View or delete your recipients'.
  4. Select the recipient you wish to delete by selecting the tick box on the right hand side.
  5. Once you have selected all recipients that you wish to delete, click 'Delete'.
  6. A message will appear asking you to confirm that you wish to delete these recipients from your account. Select 'Confirm' you wish to complete this action.

Please note that deleting a recipient will not stop a future dated, planned payment or standing order from leaving your account. You can cancel or edit these by clicking into your account and then selecting Planned Payments.

Manage your marketing preferences

To manage your marketing preferences, select Profile then select 'Manage Marketing Preferences' at the bottom. To manage how you receive marketing messages from us, there are four tick box options; by post, by phone, by email and by text message. To opt out of receiving marketing messages from us through a particular channel, select the relevant box. For example, if you don’t want to receive marketing messages by post or by phone, select the ‘by post’ and ‘by phone’ box to opt out and leave the others blank. You can opt out of receiving marketing messages completely by selecting all boxes.

If you don’t want to receive marketing messages from other companies carefully selected by us, opt out by selecting the tick box at the bottom. If you’re happy to receive messages from other companies, leave this box blank and we’ll contact you using the channels you’ve selected.

Once you have clicked 'Next' your marketing preferences will be saved. You can change your marketing preferences at any time. Changing your marketing preferences does not affect your ability to receive important account information, such as secure messages and paperless statements.

FSCS logo

Financial Services Compensation Scheme

Your eligible deposits held by a UK establishment of The Co-operative Bank plc 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 following: The Co-operative Bank, Britannia and smile. Any total deposits you hold above the limit between these brands are unlikely to be covered.

Please click here for further information or visit www.fscs.org.uk