Our forgotten security number and password process will allow you to reset both of these at the same time. Just enter your username and select Forgotten both security number and password to start the process.
If using a recognised device, enter your name, date of birth and postcode as we’ll need this information to identify you.
You can choose to enter your 16-digit card number or account number and sort code from your current account, credit card, savings or loan account. Once your details are verified your username will appear on screen.
You’ll be asked if you’d like to receive your temporary security number by text message or by post. If we have an up-to-date mobile or landline number then you can receive your temporary password straight away. If you choose to receive your temporary security number by post or we don’t have your mobile or landline number, we’ll send it first class. Once you have your security code we can then continue with the process.
Once you’ve successfully entered your temporary security number, you’ll be asked to reset your six-digit security number and password.
If you are using an unrecognised device, you will need to call us on 0345 678 5678*.
Remember, your security number can’t be your date of birth or a simple pattern, for example 123456, 654321, 112233 and your password must be at least seven characters with a mix of letters and numbers. It’s case sensitive and can’t be the same as your username.
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone