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.
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.
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.
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.
Make sure we have the correct contact details for you; or you won't be able to bank or shop online.
Download our mobile app and select "My settings and details".
Use your fingerprint, Face ID or a passnumber to update your contact details.
You'll be asked to confirm the security details you have registered with us.
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
We're committed to making your banking experience as safe and secure as possible.
If you’re calling from the UK, calls to 0800 and 0808 numbers are free from landlines and mobiles; calls to 03 numbers cost the same as calls to numbers starting with 01 and 02; calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge; calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Charges for calls made outside of the UK will be determined by your local provider.
Calls may be monitored or recorded for security and training purposes.