Changes to shopping and banking online

Download our Mobile Banking app – there’s no safer way to bank

For security reasons, you won’t be able to use your iOS or Android device if we think it’s been jailbroken or rooted. You can still access Internet Banking through your mobile browser.

Make sure you’re ready

Soon all banks will be adding extra security checks. If you shop online or use Internet Banking, this will affect you.

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. You might not be able to make your purchase or log in if you’re not prepared.

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.

How do I prepare?

To make sure you’re ready for the 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 telephone number. Find out how to update your telephone number online. Alternatively, you can visit your local branch or call us.

  • 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’.
     

  • To make sure you’re ready for the extra security checks, there are a few things you can do:

    1.    Check and update your phone number. We need your number to text a passcode to your mobile, or call your landline. You can do this through your Internet Banking, by coming to see us in branch or by calling us.

    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 who’s logging in.

    3.    Download our Mobile Banking app. This already uses extra security checks and is one of the fastest and most secure ways you can confirm it’s really you.
     

  • No. Apart from texting passcodes to your mobile or calling your landline to verify yourself, we’ll only ever use your number for what you’ve already given us permission to. This includes things like your marketing preferences and mobile alerts.
     

What makes our app so secure?

Our Mobile Banking app has extra security technology built in. It keeps your details safe and private and means there are fewer ways for things to go wrong:

  • Express login - Log in securely and quickly with your fingerprint on compatible iPhone and Android devices, and with Face ID from iPhone X. If you prefer, you can also log on with just 3 characters from your memorable information.
  • Time-out - Set how long the app waits before logging off for security, so you can flip between apps when you need to.
  • Encryption - The app keeps your banking and personal details safe on your phone, at the bank and everywhere in between.

What do I need to use the app?

  • Device running a recent version of iOS or Android
  • Wi-Fi or 3G/4G data on your phone
  • Apple App Store or Google Play account
  • Internet Banking User ID and password
  • Up-to-date phone number registered with us

More about how you can add or update your phone number