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:
- Check and update your phone number so we’re able to text a passcode to your mobile or call your landline.
- 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.
- Download our Mobile Banking app to be able to quickly and securely confirm it’s you.
From 14 September 2019, a new EU regulation means that all banks need to provide an extra layer of security for their customers. It’s called ‘Strong Customer Authentication’. For you, it means more protection when you’re shopping and banking online. It will involve extra checks to prove it’s really you. This will help keep you safer from online fraud.
An extra layer of security makes it harder for fraudsters to target your online accounts. All banks will have to provide these extra checks.
Most people use passwords as way of proving it’s them. Sadly, passwords can be guessed or stolen by fraudsters. So we’re adding a second layer of security to check it’s really you, and make it harder for anyone else to. There are three ways you can verify yourself:
1. “Something you know” – this is a piece of secret information that only you know, like your password.
2. “Something you have” – this is a device you own, like your mobile phone or card reader.
3. “Something you are” – this is something that is unique to you, like your fingerprint.
You’ll need to provide two of these three ways to verify it’s you. This is called ‘two-factor authentication’.