Our guide will help you to resolve any issues you may have with our online share dealing service. Here are the most common problems our customers report, and how to fix them.
If you use Internet Banking and Online Share Dealing at the same time – in two separate browser windows – this can occasionally cause problems. It helps if you log out of your Internet Banking profile before going to the share dealing site.
Often, if you press 'return' or ‘enter’ after putting in your details or navigating through the site, rather than clicking with the mouse, this can cause errors. Make sure you always click with the mouse.
When you set up your own password and security questions, remember that these are all case sensitive. When logging on, you will need to enter them exactly as you did when you set them up. Make sure to use standard characters and numbers, and avoid using commas, hyphens, full stops and other punctuation. Passwords have a limit of 20 characters.
Usually it’s fine to access the site using a shortcut in your ‘favourites’ menu. However, if it’s not working then try entering the web address manually. Although do make sure you’re not entering the address into any toolbars that you may have added, such as Google or Yahoo. If it still doesn’t work then try logging on with a different computer, if you can. If that’s not possible, then you can go to your nearest branch and try to log on at our 'Click & Call' desk. This sometimes resolves the issue.
Certain types of web browser, and the options you choose for your browser settings, can limit access to our site. This can include log on issues, and not being able to view/use all parts of the site. If you are consistently having problems, try using a different web browser.
It could be that your internet browser is out of date. The best way to update your browser is to visit the browser provider’s website and follow the instructions.
You should also do the following:
You may need to speak to your Internet Service Provider for assistance.
If you have tried all our suggestions above and find you are still having problems, you can call our online helpdesk on: 0345 606 0560Call telephone number 0345 606 0560 (Monday to Friday, 8am-6pm excluding Bank Holidays). If you need to call us from abroad, or prefer not to use the 0345 number, you can call us on +44 (0) 113 279 7518.
Alternatively, you can email us directly at: firstname.lastname@example.org
If you email, please could you include the following information:
Once we have logged your problem, our Customer Support Team will do its best to help quickly and efficiently. We will contact you with an update as soon as possible.