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These changes are part of an industry wide security improvement to make online purchases safer. We’re moving away from entering characters from your Verified by VISA / Mastercard SecureCode password to a one-time passcode (OTP) sent by text message which is designed to be more effective at preventing fraud. It means you won’t need to remember your password and also ensures we’re in line with the Payment Services Regulations. Read more here

We use one-time passcodes (OTP) to check it’s you when you make some online purchases. This is an important part of keeping you safe when you use your card online and has replaced the Verified by VISA / Mastercard SecureCode password you may have used in the past. When you make a purchase online, we may send a one-time passcode to the mobile number we hold for you so it’s important you let us know if it changes. To complete your purchase, just confirm your passcode when prompted. Read more here.

You can replace your Secure Key by contacting us or calling into a UK branch. If your secure key no longer works or it has been lost, we will deactivate it. You can still log on to Online Banking by selecting the ‘without secure key’ log on method. However you will be unable to complete certain transactions without a Secure Key – such as setting up a new payee.

Please take action as soon you realise that your cards have been lost or stolen. If you report your card lost or stolen, we will cancel your card immediately and issue you with a replacement. You will receive a new card within 7 working days in the UK by post and within 10 working days overseas.

Visit our Lost and Stolen cards page for more information. 

When your new card arrives, you'll need to activate it before you can use it. The quickest way to do this is by phone. You can activate your card in under 60 seconds by calling our automated line, available 24/7!

All you'll need is your card number and your date of birth.

For debit cards call 0800 783 5263.  

For credit cards call 0800 3281 370.  

For more frequently asked questions, please select “Need help?” on the right hand side of this page.