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How you shop and bank online is changing

Your contact details need to be up to date

We use two-factor authentication to verify it's you when you use online banking (making a payment to someone new for example) or make purchases with your card online. It's the banking industry's way of double-checking it's really you.

Later this year, to help protect you against fraud, we are strengthening how we use two-factor authentication. Because of this, how you use online banking and complete purchases online will change. This is also supported by regulatory changes taking place called Strong Customer Authentication (SCA).

So you can continue to use online banking and make purchases with your card online, your contact details need to be up-to-date.

customer shopping online


How it affects you

online banking icon

When you use online banking

We are replacing card readers with a different way to verify yourself. We're also increasing security when you view statements, transactions and scheduled payments and sometimes when you log in.

Don't worry though; you won't need to change your existing log in details.

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When you use your card online

To complete your purchase, you'll verify yourself in a different way and probably more often.

This is so we know it's really you making the payment.


How you can verify it's you

You can receive a verification code by text message or email

We will send you a verification code to the UK mobile number or email address you have registered with us. You'll need to input your code when banking or shopping online to confirm it's you.

What do I need to do?

Make sure we have the correct contact details for you; or you won't be able to bank or shop online.


How you can check/update your details

mobile banking icon Using our mobile app

Download our mobile app and select "My settings and details".

Use your fingerprint, Face ID or a passnumber to update your contact details.

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online banking icon In online banking

Visit 'Profile'. For now, you'll still need a card reader and your debit card to update your contact details.

If you're not registered for online banking, you can register here.

Login to online banking


phone icon  Call us

Call us on +44(0)345 600 6000. You'll be asked to confirm the security details you have registered with us. Lines are open 8am to 8pm, 7 days a week (call charges may apply).

mortgage icon  In branch

You'll be asked to confirm the security details you have registered with us.

Find your nearest branch


Do you have a joint account?
If you have a joint account, you will both need to check and update your personal contact details.

Do you have an additional credit card holder?
An additional credit card holder can only verify themselves by text message when making online card purchases. With their permission, we need you to provide their UK mobile phone number.

As the main card holder, you can:

1) Log in to online banking and talk to us via Live Chat or send a secure message

or

2) Call us on +44(0)345 600 6000. Lines are open 8am to 8pm, 7 days a week. Call charges apply.

Do you have a question?


How we keep your banking secure

We're committed to making your banking experience as safe and secure as possible.

  • We use advanced encryption technology to stop unauthorised users from reading secure information
  • We have a range of fraud detection systems and regularly monitor your accounts for suspicious activity
  • Your card reader provides you with an additional layer of protection when you bank online that helps us to protect your accounts
  • We will never call you out of the blue and ask you for your security information to assist you with registration for Online or Mobile banking
  • Never share your PIN, Card Reader or verification codes with anyone. We will never contact you and ask you for these
  • Never allow anyone to access your device remotely
  • Our fraud guarantee helps you recover money taken in fraudulent activity in the unlikely event you fall victim to fraud

More about how we protect you