Hi , 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 a customer’s device. 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.
If this is the case, we can send you a Temporary Security Number (TSN) through the post which will reset your online banking and allow you to get logged in again. This can take between 3-5 business days to arrive and will be valid for 30 days – if you would like me to arrange this for you, please send a message to with your full name, DOB and postcode. Alternatively, you can call our Online Helpdesk anytime on 0345 300 3511 and request a TSN to be sent by text immediately once security is completed.