I have forgotten all of my log in details. How do I get new ones?

[#1]

If you’ve forgotten your password or passcode you can reset this using our mobile banking app. Simply open our app and select the ‘Forgotten password’ link and we’ll take you through some simple steps to get you back online. To be able to reset your password or passcode you’ll need to make sure we have the right mobile phone number for you so we can send you a one time access code.

If you need to update your mobile number, please call us on 0345 300 351*.

If you have forgotten your security number you’ll have to reset this using Online Banking. You can log into online banking here.

Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.

[Andyjord]

Can’t remember any of my login details and can’t get a one time access code because it doesn’t recognise my devices , can anyone help ,phoned the help line wasn’t much help.

[KeiganM]

Hi @Andyjord, I'm sorry to hear your having trouble logging in. If you’re locked out of online banking please see here for more information on how we can help!

Also, please note you will receive a message on screen advising your computer is unrecognised from time to time and this is due to the cookies being cleared from your web browser; this is how we recognise customer's devices. Normally when this message pops up you should be able to continue your log in by requesting a One Time Access Code to your mobile phone or landline. What would prevent you from completing this process would be part of your security being locked. I hope this helps!