We have changed how we verify your identity when accessing and managing your accounts online
What is multi-factor authentication?
Multi-factor authentication confirms your identity in more than one way. It provides you with an enhanced level of security when logging in and making transactions online.
When you bank online, you will need to undertake extra steps to confirm it’s really you. We will verify it is you making the transaction by either sending a code via text message or automating a phonecall. This extra security makes managing your account online even more secure.
Why have we made these changes?
New regulations came into force in 2019 to make online payments safer. Multi-factor authentication has been introduced to help provide extra protection for you and your money when accessing and managing your account online. It is something that all banks and building societies will be introducing and will help to reduce fraud.
What does this mean for you?
You will have to undertake extra steps to confirm it’s really you when:
Logging into your account
Managing your account online
We will sometimes send you an access code via text message to the mobile number we have for you, or will generate an automated call asking you to confirm a code displayed on your screen. These codes, as well as your password will enable us to confirm it’s really you logging in or doing the transaction.
What do I need to do?
Make sure we have your up to date contact details. If you are unable to login please contact us to update your details.
If you receive a text message or call that you did not initiate, please do not respond or provide any information, instead contact us directly on 0345 1200 872.
More of your questions answered
I did not receive my code - what do I do?
Occasionally there can be delays with the telephony network and/or service provider. If the code hasn’t arrived within a couple of minutes please request a new one by clicking ‘Code not received’.
What will happen if I don’t have a telephone number registered against my account, or my listed number is incorrect?
If you have at least one correct telephone number on your account, you can log in online and amend the telephone numbers that are incorrect.
When you do this you will need to be able to receive an automated call to the correct number to verify the changes. If the telephone number registered against your account isn't accessible, or if all of your telephone numbers are wrong you will need to contact our Customer Contact Centre on 0333 414 1105.
I don’t live in the UK - can I still receive a text message on an international number?
Yes. There are no restrictions as long as the mobile phone number is logged against your account. However, you must have network signal rather than WIFI to be able to receive the message
Will I be asked to authenticate every time I make a transaction?
Some payments do not always require multi-factor authentication. However, if you have made multiple payments within a short period of time, you may be asked to authenticate.
I am hard of hearing, how will I authenticate payments?
Customers who are hard of hearing will be able to select to receive a text message to their mobile phone rather than receive a phone call.
How will I know that the text message is genuine?
We will only send you a text message if you trigger this through a transaction or login. We will never send you a link to click through or ask you to reply to a text message. If you are concerned about a text message you have received you should contact us immediately.
Does this affect all savings accounts that are managed online
Yes, when you log in to the website you will be asked to authenticate. We will contact you via your mobile phone or landline depending on your preferences.
I do not have a mobile number and my landline has call privacy screening setup - how will I authenticate?
Please add 0333 414 1105 to your list of safe callers with your call protection provider. This will prevent the authentication call being blocked.