If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. To help find the right solution for your needs you can use our coronavirus support tools for credit cards and loans and for Halifax mortgages. If you have a Bank of Scotland mortgage, find out more here.

Changes to shopping and banking online

Make sure you’re ready

Like all other UK banks, we’ve added extra security checks when you use Internet Banking. You will soon notice these changes when you shop online. 

These checks will happen when you:

  • Shop online
  • Log in to Internet Banking
  • Add a new payee

If you do any of these things, you may notice an extra step in security. This is because you’ll need to use two different ways of proving who you are. Your password and memorable information count as one way. The other way could be using your Mobile Banking app, getting a passcode sent to your mobile, or us calling your landline.

It's important that you're ready for these extra steps, otherwise you might not be able to make your purchase or log in.

How do I prepare?

To make sure you're able to complete these extra security checks, there are a few things you can do:

  1. Check and update your phone number so we’re able to text a passcode to your mobile or call your landline.
  2. When prompted, you can trust your device. Trusting your private and secure computer, laptop, tablet or mobile means we’ll know it’s you logging in.
  3. Download our Mobile Banking app to be able to quickly and securely confirm it’s you.

It's very important that we have your up-to-date telephone number. Find out how to update your telephone number online. Alternatively, you can visit your local branch or call us.

Changes to shopping online

When checking out purchases over a certain amount, you’ll notice the extra security during payment. The payment screen will ask you to verify yourself. You can do this through your:

  • App: Use the app to verify your purchase.
  • Mobile: We’ll text a passcode to your mobile phone, which you then enter on the payment screen.
  • Landline: This will be an automated call to your landline, asking you to say a code which comes up on the payment screen.

Changes to banking online

When using Internet Banking, you’ll notice the extra security during log in. The screen will ask you to verify yourself. You can do this through your:

  • Device: If you regularly use your computer, laptop, tablet or mobile for Internet Banking, you can trust it. This helps us know it’s you logging in and not someone else.
  • App: Use the app to verify your log in.
  • Mobile: We’ll text a passcode to your mobile phone, which you then enter on the log in screen.
  • Landline: This will be an automated call to your landline, asking you to say a code which comes up on the log in screen.