What do I do if I have forgotten my password and my security number?

Our forgotten security number and password process will allow you to reset both at the same time. Just enter your username and select 'Forgotten both security number and password' to start the process.

If you have also forgotten your username, simply select 'Forgotten username’.

If you are using a recognised device, enter your name, date of birth and postcode as we’ll need this information to identify you. Depending on the account you have with us, you can choose to enter your 16-digit credit card number or sort code and account number from your current, savings or loan account.

You’ll be asked if you’d like to receive your temporary security number by text message. If we have an up-to-date mobile number then you can receive your temporary security number straight away. This code is valid for 10 minutes.

If we don’t have your mobile number, we’ll send your temporary security number by post. Once you have your temporary security number you can then continue with the reset. This code is valid for 30 days.

Once you’ve successfully entered your temporary security number, you’ll be asked to reset your six-digit security number and password.

Remember, your security number can’t be your date of birth or a simple pattern eg. 123456, 112233. Your password must be at least seven characters with a mix of letters and numbers, is case sensitive and can’t be the same as your username.
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