Answers to your questions
Find quick answers to common questions about logging in, verification codes, security and more. If you can't find what you're looking for, our team is happy to help.
For help with internet banking, click the links above. For more support or to report a scam, call us on +44 (0) 20 7946 0878.
Frequently asked questions
How do I log in to internet banking?
Enter your Member Number and Password, then press 'Login'. If you have email two-factor authentication enabled, we'll send a 6-digit verification code to your email — enter it on the next screen to finish signing in.
I didn't receive my verification code.
First check your spam or junk folder. If it still hasn't arrived, use the Resend Code link on the verification page (available after a short wait). Codes expire after 10 minutes, so you can request a fresh one at any time.
I've forgotten my password.
Use the Forgot your Password? link on the login page and follow the prompts. You'll receive instructions to reset it securely.
Why do I need a 6-digit verification code?
It's an extra layer of security called two-factor authentication. Even if someone learns your password, they can't sign in without the code that only you receive. We recommend keeping it enabled.
Why is my account locked?
For your protection, your access is temporarily locked after several failed sign-in attempts. Wait a short time and try again, or call us on +44 (0) 20 7946 0878 and we'll help you regain access.
Is internet banking safe?
Yes. Your connection is encrypted and your information is protected by industry-leading security. Remember: we will never call, text or email you asking for your password or verification codes.