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By law all banks need to have an extra layer of security for their customers. This is called 'Strong Customer Authentication'. For you, it means more protection when you’re shopping and banking online. It involves extra checks to prove it’s really you and help keep you safer from online fraud.
An extra layer of security makes it harder for fraudsters to target your online accounts. All banks have to do 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’ve added 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:
You need to provide two of these three ways to verify it’s you. This is called 'two-factor authentication'.
No. Apart from texting passcodes to your mobile or calling you 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.
There’s no way to opt out of SCA. Strong Customer Authentication has been introduced across all banks in the UK. The extra checks are here to protect you and keep your money safe when you're shopping online.
There are a few ways you can verify yourself when logging in or paying for things online. You can:
If you choose to trust the device you use to log in, it means we won’t need to do the extra security checks the next time you log in. Only trust devices that are secure and are only used by people you know. These include computers, tablets and mobile phones.
The additional card holder can ask us to send a code to their registered phone number, if they have one.
If you’re in an area with bad signal or network coverage, you can verify yourself in other ways.
If you’ve trusted your device, but have cleared your browser data, you’ll be prompted to trust your device again. This is because the saved information will have been deleted. This also happens if you switch to a new browser.
If you haven’t registered a phone number, or your number is incorrect, you’ll need to call us or visit your local branch to update it. We’ll need to text a passcode to your mobile or call your landline, so it’s important you keep this up to date.
You can use our app on a tablet device to verify a payment if you can’t receive a text or a phone call. You’ll need to download our app before making the payment. You can also call us for help on the number on your card.
Yes, you can receive a text while outside of the UK, as long as you have registered a UK phone number with us.
We can call you if you have a non-UK number. You’ll need to say or key in the four digit code on your screen. We can’t send a code by text to a foreign phone number.
First, check that you’ve entered the code correctly. If it still doesn't work, you’ll need to ask for a new code.
Codes can take a few minutes to arrive. If you don't receive a code, please check your phone number is right. You can do this online or by calling us.
Mobile Banking: Mobile Banking is available to Internet Banking customers. We don’t charge you for Internet Banking but your mobile phone provider may charge for some services. Please check with them. Phone signal and functionality may affect services. Terms and conditions apply.
Mobile Banking app: Our app is available to Internet Banking customers with a UK personal account and valid registered phone number. It’s only available to iPhone and Android users. Minimum operating systems apply, so check the App Store or Google Play for details. Our app does not work on jailbroken or rooted devices. You must register your device.
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