Table of contents
- Lost your username?
- Lost your secure key?
- Forgotten memorable answer?
- What if I forget all of my log on details?
- What happens if the mobile with my Digital Secure Key is lost or stolen?
- What if I get a new mobile?
- What if I forget my Digital Secure Key password?
- What if I forget my Physical Secure Key PIN?
Lost your username?
If you can't remember your username, or it is not recognised at log on, you can retrieve it by following the 'Forgot your Username' link. You will be asked a set of questions and the username will be shown on the screen. You can change your username once you have logged onto online banking.
Lost your Physical Secure Key?
If you have lost or not received your Physical Secure Key, please contact us on the Online Banking Helpdesk and we'll send a replacement within approximately five working days.
You will still be able to access limited online banking using your memorable answer and password or you can use alternative channels such as telephone banking, a branch or an ATM.
Forgotten your memorable answer?
If you've forgotten your memorable answer, you can reset this by clicking on the 'forgot your memorable answer' from the log on screen and follow the instructions. You will need to answer your security questions to do this.
What if I forget all my log on details?
You can reset your log on details by following the guidance on screen and setting up new security details. You will then be asked to call an automated system to identify yourself and activate your new online security details.
What if I lose the mobile with my Digital Secure Key?
Call us and we'll immediately deactivate it from your accounts to prevent another person trying to use it. We can arrange to set up a new one as soon as you have a new device. If you subsequently find your old phone, you will need to activate a new Digital Secure Key.
What if I get a new mobile?
You can transfer the Digital Secure Key from your old mobile device by downloading the mobile app on your new mobile and following the instructions.
What if I forget my Digital Secure Key password?
From the mobile banking app, select 'generate a security code' then 'help' and then 'forgotten your Digital Secure Key password'.
What if I forget my Physical Secure Key PIN?
Select 'Forgot your Secure Key PIN' and follow the on screen instructions.
Online Banking Helpdesk
For online banking help call 0345 600 2290
+44 1226 261 226 from outside the UK
Lines are open 8am to 10pm everyday (except for Christmas Day, Boxing Day and New Years Day).
If you have lost your secure key and lines are closed, please call 03456 007 010
+44 1442 422 929 from outside the UK.
03457 125 563
+44 207 088 2077 from outside the UK