If you are asked for a password character or security question that you do not have, you have entered your customer number incorrectly. To resolve this issue, exit and then log in again.

If you don’t know your customer number, you can select the option that says or enter your personal details instead. You’ll be prompted to identify yourself by providing personal information. If you need a copy of your customer number, get in touch through authenticated chat when you are logged into internet banking or by phone on 0800 345 7365.

If you have forgotten all of your log in details you can go through the registration again and reset your details. Alternatively each step of log in has an option to confirm you don't know the details being requested and you can select an alternative option that you do know to continue with log in.

This is a code that will help us to confirm your identity. We’ll send a one-time (OTP) passcode to your mobile by text to complete your registration. The OTP is only used once and for security reasons it is only valid for a limited time. Please contact us if you experience any issues in receiving your passcode as we may need to check your mobile number is up to date on our records. We're here 24hrs a day.

If you’ve forgotten your security question answer, you can select the option at the bottom of the screen that says I don't know the answer to this question. This will allow you to choose another verification method.If you have made multiple failed attempts and not received a message advising your account is locked please contact us on 0800 345 7365 for further support.