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Locked out from Online Banking - here's what to do

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Former Community Manager

Locked out from Online Banking - here's what to do

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 blocked either your password or security number and are using a recognised device, simply click on ‘forgotten password or security number’. You will then be asked for your personal information and to answer some security questions.

Once completed, a One Time Access Code (OTAC) will be text 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 blocked either your password or security number but are using an unrecognised device, then you will need to contact us to request a temporary security number. 

You can:

  • call the Online Helpdesk on 0345 300 3511 (open 24 hours a day) who will be able to text this to you
  • send a private message via Your Community to our private @Tesco-Bank account and we can arrange for a temporary security number to 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 register the device again.

For information on how to message our Tesco-Bank account, please click here

20 REPLIES 20
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Little helper

Re: 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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Your Community Expert

Re: 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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Little helper

Re: 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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Your Community Expert

Re: Locked out from Online Banking - here's what to do

Hi @POSHIE, I'm sorry to hear about this. So that I can look into this, could you message me at @Tesco-Bank confirming your full name, DOB and postcode please? - Ainsley

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Little helper

Re: 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!!
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Your Community Expert

Re: Locked out from Online Banking - here's what to do

Hi @AnyoneAJ, 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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Little helper

Re: 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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Your Community Expert

Re: Locked out from Online Banking - here's what to do

Hi @Scat390, 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

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Pitching in

Re: Locked out from Online Banking - here's what to do

Useful tip in chain of messages.  Do not delete browser history!