If you get locked out from Online Banking or need a temporary security number, it is possible to reset your access yourself online.
Recognised device
If you have locked either your password or security number and using a recognised device, simply click on ‘Forgotten your password or security number’. You will then be asked for your personal information and to answer some security questions.
Once completed, we will text a One Time Access Code (OTAC) to your mobile. Please enter this when prompted and you will then be able to reset your security information and access your Online Banking.
Unrecognised device
If you have locked either your password or security number but are using an unrecognised device, in most instances you can still reset them online. Before you can do this we will need to do some additional checks to confirm it’s you before we send you a temporary security number.
If you are unable to reset your security information online you can:
- call the Online Helpdesk on 0345 300 3511 (open 24 hours a day) who will be able to assist you
- send a private message via The Community to our private @Tesco-Bank account and we can arrange for a temporary security number to be posted to you within 3 - 5 working days
- message us via our social media channels Facebook Messenger or Twitter and we can arrange for a temporary security number to be posted to you within 3 – 5 working days
If you are using a device that was previously recognised by us and are unsure why this has changed, this is usually because you have deleted your browsing history. We recognise a customer’s device from the cookies in your web browser and when these are cleared we are unable to do this, so you would need to log in and select to recognise the device again.
For information on how to message our Tesco-Bank account, please click here.
Locked out from Online Banking - here's what to do
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24-10-16, 13:12JamieJLocked out from Online Banking - here's what to do
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31-07-19, 17:05Insured_personRe: Locked out from Online Banking - here's what to do
Yes all the information you have regarding being locked out of online banking is very comprehensive.The omission of what to do if user name is not recognised is my question.i can load on to my insurance account via a otpc but even after completing that task and the site displaying my user name the next attempt ends in rejection any help would be appreciated
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31-07-19, 17:30Tesco-BankRe: Locked out from Online Banking - here's what to do
Hi there, so we can discuss this further, can you please privately message us here Tesco-Bank - Keigan
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30-12-19, 13:21POSHIERe: Locked out from Online Banking - here's what to do
Locked out again despite using Temporary Security Number you posted to me. Still says does not recognise my device.
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30-12-19, 13:24Tesco-BankRe: Locked out from Online Banking - here's what to do
Hi , I'm sorry to hear about this. So that I can look into this, could you message me at confirming your full name, DOB and postcode please? - Ainsley
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02-03-20, 17:41AnyoneAJRe: Locked out from Online Banking - here's what to do
Hello.
I've recently realised that my Tesco CC registered to an old address and I'd like to change. However, when I tried to log into my Online Banking, it said my device wasn't recognised. Like many others, I don't have access to my old number... So I need to change that also, but I can't login.
I now live in abroad, but I'd like to change the address to where my Mother lives. What is the easiest way to do this?
Seems like such an unnecessary hassle considering I already had to put my security number in. Not to mention I can easily use the app to transfer money in and out of my account with no issues!! -
02-03-20, 18:22RossMRe: Locked out from Online Banking - here's what to do
Hi , can you follow the instructions on the post above and contact us so we can arrange for a Temporary Security Number to be sent to you? - Ross
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01-04-20, 17:12Scat390Re: Locked out from Online Banking - here's what to do
Disgusted to see that your customer service line is charged at approximately 10p/minute. After trying for 20 mins. on hold and then giving up, I have been billed £2.06 by my phone provider (I believe most providers charge for this number).I am not much more impressed by your forum support. Having raised the ticket about resetting my password two days ago I was messaged to say I would get a temporary password by text within 2 hours. A day later I still don't have it.This doesn't bode well for my chances of opening any further Tesco accounts!
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02-04-20, 16:39Tesco-BankRe: Locked out from Online Banking - here's what to do
Hi , I'm sorry to hear this. Calls to 01 or 02 numbers and may count towards any inclusive minutes in the same way as 01 and 02 calls. You can check this with your network provider. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.
I can see that we've now replied to your private message. Have you now received this Temporary Security Number? - Thomas -
06-04-20, 22:23HobohoboRe: Locked out from Online Banking - here's what to do
Useful tip in chain of messages. Do not delete browser history!
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24-06-20, 10:22Martin65150Re: Locked out from Online Banking - here's what to do
Hi,
I have all my login details, but as I cleared my cookies, my device isn't recognised. No problem, the system says it will send me an OTAC. The problem is, every time I try to log in, it says there was a problem sending the OTAC, and to try again later. I've tried repeatedly, but the same problem each time. Can you help please? Thanks -
24-06-20, 10:40RossMRe: Locked out from Online Banking - here's what to do
Hi , so we can see what we can do to help, can you please send a private message to the account with your full name, DOB and postcode?
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21-07-20, 23:59WAGHAZ25Re: Locked out from Online Banking - here's what to do
I can't go my insurance account
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22-07-20, 05:4625HRe: Locked out from Online Banking - here's what to do
Good morning
I'm really sorry to hear that.
Do you mean your car insurance?
The Car Insurance team are available on 0345 246 2895 (Mon - Fri: 9am - 6pm, Sat 9am - 2pm Sun: Closed).
Please send Tesco Bank a 'Private Message' for someone to check this out for you.
Click on this link and it will take you to a page, 'About Tesco Bank'.
In the top right of the page click onto 'Send a Message'.
A new page will open up, 'Create New Message'.
Complete it and send your message securely.
Please include your full name, date of birth and postcode.
Hope this helps.
Warm wishes.
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22-07-20, 06:57ChristopherPRe: Locked out from Online Banking - here's what to do
Hi , sorry to hear this. If you send a private message to Tesco-Bank, we'll help you get logged back in.
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23-07-20, 00:50WAGHAZ25Re: Locked out from Online Banking - here's what to do
Hi can you please lock me back to online banking
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23-07-20, 00:53WAGHAZ25Re: Locked out from Online Banking - here's what to do
Lock me in
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23-07-20, 05:35ChristopherPRe: Locked out from Online Banking - here's what to do
If you send us a private message, we'll get that arranged for you.
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23-07-20, 05:5425HRe: Locked out from Online Banking - here's what to do
Good morning
I'm so sorry to hear you're locked out of online banking.
I see has replied to your message and as an option has asked for you to confirm your full name, DOB, postcode and mobile number.
Please send Tesco Bank a 'Private Message' to confirm your full name, date of birth, postcode and mobile number.
Click on this link and it will take you to a page, 'About Tesco Bank'.
In the top right of the page click onto 'Send a Message'.
A new page will open up, 'Create New Message'.
Complete it and send your message securely.
Please remember to include your full name, DOB, postcode and mobile number.
Hope this helps to get you back online.
Warm wishes,
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23-07-20, 07:54CSKBramblesRe: Locked out from Online Banking - here's what to do
Hi That's easily taken care of ! Please send Tesco Bank a 'Private Message' to request " Unlock Online Insurance Account"
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1. Click on this link @Tesco-Bank and it will take you to a page, 'About Tesco Bank'.
2. In the top right of the page click onto 'Send a Message'.
3. A new page will open up, 'Create New Message'.
4, Complete it and send your message securely.
5. Please include your email address, full name, date of birth and postcode.
6. You will receive a reply to confirm that your Insurance Account is unlocked !
Problem Solved
, Best Wishes, @CSKBrambles
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24-07-20, 18:2525HRe: Locked out from Online Banking - here's what to do
Good evening Are you able to get into your online banking now?Have you been unlocked?If so and all is good please 'Accept as Solution' for me to close down.Have alovely weekend.Caz,
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20-09-20, 17:31CSKBramblesRe: Locked out from Online Banking - here's what to do
Hi
Here’s a copy of my response to your request in July, if you’re all sorted now please advise, regards, Chris
That's easily taken care of !
Please send Tesco Bank a 'Private Message' to request " Unlock Online Insurance Account".
1. Click on this link and it will take you to a page, 'About Tesco Bank'.
2. In the top right of the page click onto 'Send a Message'.
3. A new page will open up, 'Create New Message'.
4, Complete it and send your message securely.
5. Please include your email address, full name, date of birth and postcode.
6. You will receive a reply to confirm that your Insurance Account is unlocked !
Problem Solved, Best Wishes, -
22-02-22, 22:06Dwr3420
Totally locked out.
I tried to register but fail to get past the security I can't complete registration as I don't have a security number. They say sending me a text, but I never receive it, so I'm stuffed. My mobile account doesn't block text/sms messages, so I can only guess it is being sent to a wrong number.
So yet again I went through the hassle of trying to contact telephone support USELESS, Hanging on for ages, gave up many times having hung on for 20 minutes on occasions, this is totally unacceptable.
I eventually got through and explained the problem of not having a temp security code. The said they would send one it should take 2-6 days. Well 12 days after the date on the reply I received it with the 6 digit code (valid for 30 days).
So I tried to register again and guess what, unrecognised security code so that failed.
Months after all of this I'm seriously considering just cutting up the card and abandoning the whole process. I'm sick and tired of the our operators are very busy and will get to you as soon as possible message.
This has been going on for months (when I applied for a credit card) so why haven't you done something about these unacceptable delays or introduced some other communication method.
Very Disappointed, I could have walked to Glasgow in less time! -
23-02-22, 09:03JoeC
@Dwr3420 I'm sorry that this is the experience you've had. My colleague was correct to send you a TSN in the post and this should have worked unless another TSN was requested by text or post after this was sent to you. Please click here to send us a private message to @Tesco-Bank and we can send you another TSN to try this again. Apologies again for the inconvenience this has caused.
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27-04-22, 12:43Ameross
Hi, after several calls and being transferred from department to department all morning.
I have a loan account, all details checked with representatives over the phone.
basically i cannot register >> my details are not recognised
On the Tesco bank app, my name , DOB, postcode recognised to show me the username so i am registered
Looping non stop as soon as i enter my username , next step to verify myself, simple information , still not being recognised .
i have worked in IT security 16years, its not user issue, there is something in the background on the system which will not allow me to move forward.
Tried so many browsers , reset and 5 different computers.
My details are not being recognised at all.
lady on the phone set they unlocked the account given temporary security number, told will last 30 days. revived SMS.
As soon as i enter my username , got to enter all details (First and last names, DOB. postcode, sort code and account number after choosing 'loan 'from the drop down list) again to verify myself. just keeps looping.
I need my account fully reset or something to remove the loop.
Even if try to request an early settlement figure simple details required, on a different link , my details are not being recognised .All details triple checked over the phone with the lady.
I am not making the 10th call back to customer services. Spend half a day.
the mobile app keeps directing me to update my details one the website.
nothing is working - need help -
28-04-22, 09:40KellyT
Hi @Ameross, I've replied to your private message now :)
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24-08-22, 13:20Junehem
@JamieJ I have found card can you unblock me?
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25-08-22, 10:54ChristopherP
@Junehem Hey, how can I help?
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30-11-22, 17:20Rustynail
nope, ive been trying to get into my account from September and still cannot get in, keeps coming back with error check numbers, the numbers are fine changed each time for new one's the error is always check numbers.
It's doing my head in now -
01-12-22, 16:31KellyT
Hi @Rustynail, please send us over a private message to @Tesco-Bank and we'll be able to investigate this.
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27-12-22, 13:39tommyirvine
@JamieJThank you