Former Community Manager
-
Join Date: Jun 2015
Posts: 443
Thumbs Up
- Received:
- 239
- Given:
- 239
Locked out from Online Banking - here's what to do
24-10-16, 13:12
- Views: 6939
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:
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.
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 Your 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.
Last edited by JorjaRose_W; 14-01-21 at 13:39.
Tesco-Bank
