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Help & info

Just type in your query, or have a look at the list of popular questions below.

Ways to bank

  • How do I register for online banking?

    You can register for online banking on our website.
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  • How do I cancel a Direct Debit?

    Yes, you can cancel Direct Debits inusing online banking or our mobile banking app.
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  • Can I cancel a payment due on that day?

    You can cancel the payment on its due date, but this won’t stop the funds from leaving your account.
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  • Can I set up my bill payment to come out on a future date?

    Yes, make sure you have enough money in your account to make this payment.
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  • How do I change the font size on my web browser?

    You can change the settings on your browser in order to increase or reduce the font size. This will depend upon your browser.
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  • Do I need to update my browser to access online banking?

    We recommend that you use the most up-to-date internet browser and operating system for your desktop, mobile and tablet.
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  • How do I reset my online banking password or security code?

    You can reset either your password or security code online yourself, but if you need to reset both your password and security code, you'll need to call us.
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  • Can I change my PIN?

    If you've entered your PIN incorrectly in a card reader 3 times you can reset it at a cash machine.
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  • How long does it take for my new/replacement debit card to arrive?

    It takes 2-3 working days for your new/replacement card to arrive.
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  • How soon is it, before a debit or credit card is due to expire, that the new one is sent out?

    Your replacement card will be sent out to you 14 days before your existing card expires.
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  • I've blocked my card, what do I do?

    If you've entered your PIN incorrectly three times you can reset it at a cash machine.
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  • How do I change my contact and login details?

    Log into your online banking and go to your Profile Page.
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  • How do I change my online banking password?

    Log into online banking, go to your Profile page and select ‘Change your password’.
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  • As an EU resident residing outside the UK will I ever need to visit a Cooperative Bank Branch to access a service or provide information?

    There is no requirement for you to visit a branch for everyday banking.
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  • Where is my nearest branch and when is it open?

    Use our branch locator to see the opening hours of your nearest Co-operative Bank branch.
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  • I’ve forgotten my username to access online banking

    If you've forgotten your username, go to the forgotten username page where you will be asked to enter and confirm your email address.
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  • How long does it take for a pin re-issue to arrive?

    After a PIN has been issued it takes 2-5 working days to arrive from the date of order.
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  • I've forgotten my PIN, what do I do?

    You can request a PIN reminder by sending us a secure message.
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  • What should I do if the cash machine doesn’t give me money, even though I have available funds?

    Contact your bank and they'll check whether the funds have left your account. If they have and you didn't receive the money, your bank can submit an ATM claim for you.
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  • What should I do if the cash machine swallowed my card?

    Contact your bank and let them know immediately. They will cancel the card and reissue you a new one.
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