Log in support

We understand that sometimes you may have issues logging in.

Two common problems are:

  • Multiple Sessions: make sure you only have one active session open to avoid conflicts.
  • Cache and cookies: clearing your browser's cache and cookies can help. Find out how to do this. If you clear these, we’ll ask if you want to trust your device the next time you log in.

If you still need support, here are some common questions and answers to help you get back into Online for Business.

User login details support

  • Password managers can help you create strong passwords, but sometimes they don’t meet our criteria. For example, they may include a special character that we don’t allow.

    If this happens, we’ll show an on-screen error message to help you correct it.

    Keep in mind, you’ll need to save the final password in your password manager when prompted for future logins.

  • Username

    You can find out your username in the banking app under ‘Profile and settings’ then ‘Business Profile’. Your username is sometimes referred to as “User ID”.

    Password

    You can reset your password in the banking app under ‘Profile and settings’ then ‘Settings’.

    Keep in mind, if you have a personal account with us too, your password will reset on both accounts.

    Memorable information

    If you’ve forgotten your memorable information, go to the Online for Business logon screen and select ‘Forgotten your login details?’.  Make sure you have your account details, card and card reader with you. Keep in mind, if you have a personal account with us too, your memorable information will reset on both accounts.
     

    You can change or reset any of your login details, you will need your account details and card reader:

    1. Go to Online for Business logon screen and select ‘Forgotten your login details?'.
    2. Follow the on-screen steps.

     

  • Call us on 0345 072 5555, or (+44) 1733 232 030 from abroad. Lines are open Monday to Friday, 8am to 6pm, and Saturday, 9am to 2pm. This excludes bank holidays.

PIN support

  • If you have already set up access via our mobile app, you can view your debit card PIN in the app. If not, call us and we'll order you a new PIN. Call us on 0345 072 5555, or (+44) 1733 347 338 from abroad. Lines are open Monday to Friday, 8am to 6pm, and Saturday 9am to 2pm. This excludes bank holidays.

  • If you know your PIN, you can unlock it at a Lloyds Bank or Bank of Scotland Cashpoint© in the UK. 

    1. Find your nearest branch. Please note customers cannot use Lloyds Market Street, Manchester or BOS Argyle Street, Glasgow as these branch ATM’s do not have PIN services.
    2. Insert your card.
    3. Enter the correct PIN and select ‘Unlock my PIN’ from the options on screen.

    If you can’t remember your PIN, call us and we’ll order you a new one. Call us on 0345 072 5555, or (+44) 1733 347 338 from abroad. Lines are open Monday to Friday, 8am to 6pm, and Saturday 9am to 2pm. This excludes bank holidays.

How to clear browser cache and cookies 

    1. Open Chrome and click the 3-dot menu in the top-right corner.
    2. Select ‘More tools’ then ‘Clear browsing data’.
    3. Check the boxes for ‘Cookies and other site data’ and ‘Cached images and files’.
    4. Choose a time range (e.g., ‘All time’ to delete everything).
    5. Click ‘Clear data’.

    1. Open Edge and click the 3-dot menu in the top-right corner.
    2. Select ‘Settings’.
    3. Go to ‘Privacy, search, and services’.
    4. Under ‘Clear browsing data’, click ‘Choose what to clear’.
    5. Select a time range (e.g. ‘All time’).
    6. Check the boxes for ‘Cookies and other site data’ and ‘Cached images and files’.
    7. Click ‘Clear now’.

    1. Open Safari and click ‘Safari’ in the top menu bar.
    2. Select ‘Preferences’.
    3. Got to the ‘Privacy’ tab
    4. Click ‘Manage Website Data’.
    5. Click ‘Remove All’ to delete all cookies and cache.
    6. Confirm by clicking ‘Remove Now’.

    1. Open Firefox and click the 3-line menu in the top right corner
    2. Select ‘Options’ (or ‘Preferences’ on Mac).
    3. Go to ‘Privacy & Security’.
    4. Under ‘Cookies and Site Data’, click ‘Clear Data’.
    5. Check the boxes for ‘Cookies and Site Data’ and ‘Cached Web Content’.
    6. Click ‘Clear’.

Card and reader support

  • If you have a new PIN, it needs to be activated. That can be done at a Lloyds Bank or Bank of Scotland Cashpoint© in the UK.

    1. Find your nearest branch. Please note customers cannot use Lloyds Market Street, Manchester or BOS Argyle Street, Glasgow as these branch ATM’s do not have PIN services.
    2. Put your card in and enter your new PIN.
    3. Select ‘PIN services’, then ‘Unlock PIN’.

    Your card and PIN will now be ready to use.

    If you are using the same PIN as before you don’t need to activate your replacement authentication card, you can use it with the same PIN as before.

  • Need to use the card reader right now? Any other UK bank card reader should work with your card in the same way. The card reader holds no personal information about you, so if a colleague has one you should be able to use theirs. As long as you have your unique card and PIN, you will still be able to generate passcodes.

    If you see a ‘Battery low’ warning message on the card reader display, the batteries will need replacing.

    To replace the batteries, you’ll need 4 x LR44 1.5v batteries and a small screwdriver. Remove the screen at the back of the reader, replace the batteries, and your card reader will be ready to use. 

    If you have registered for the Business banking app you can message us in the app to order a replacement card reader. 

    1. In the app, go to ‘Support’ and then ‘Message us’
    2. Ask the assistant to ‘Order a new card reader’
    3. We’ll send your new card reader in the post. 

    You can order a replacement card reader by calling us on 0345 072 5555. We’re open Monday to Friday, 8am to 6pm and Saturday, 9am to 2pm. This excludes bank holidays.

    You can order an additional card reader for Online for Business. There may be a charge for this.

  • Until you've trusted the browser on your chosen device, you'll need to use your card and reader as an additional security step.

Trusted browser support

Passkeys support

  • Passkey is a modern, password-less authentication method. It is an encrypted digital key created on your device. Passkeys are faster, simpler and more secure way to log in to websites.

    A passkey is made of two unique keys. One half of the Passkey is stored on your device, and the other half is stored with website owner (Lloyds).

    To unlock your passkey, you’ll need your face, fingerprint, or device PIN.

  • You can use your passkey to securely log in to Online for Business on the web. It does not affect how you log in to the mobile app.

  • If you see the message “We couldn’t complete your request”, it means we weren’t able to set up your passkey this time. 

    What to do next:

    • Try again and make sure you save your passkey to your Windows device when prompted.
    • Avoid selecting other save options, as this can prevent the set-up from completing.

    If you’re still having trouble, you can continue to log in using your current login method (card reader or memorable information).

  • Passkeys will be available on Windows devices first (e.g. a laptop running Windows). You’ll be able to use passkeys in the future on different operating systems as we expand our service.

  • In some organisations, devices may be shared, but each user has their own unique username and login details (rather than a shared account).

    Before creating a passkey on a shared device, we recommend checking your organisation’s IT policies to make sure this is allowed.

    When you create a passkey for Online for Business, you confirm that only you will have access to your account.

    A passkey should not be created on a public device. 

  • You’ll need to set up a passkey on each device you use (e.g. a laptop and a tablet), as passkeys are specific to the device.

    We’re working on enabling passkey syncing across devices in the future, but this feature isn’t currently available.

  • Yes. Some older browsers and devices may not support passkeys.

  • Yes. A passkey is made of two unique keys. One half of the passkey is stored on your device, called the private key. The other half is stored with Lloyds, called the public key.

    To authenticate with passkey, both the public and private keys are required at the same time. 

    If you lose your device, call us and we’ll delete the public key. Once the public key is deleted, the private key (on your device) will no longer work. 

  • Passkey enrolment can fail for a couple of reasons:

    • Saved to the wrong place
      When prompted, make sure you select ‘This Windows device’. 

    Saving your passkey to another device or a security key may stop enrolment from completing.

    • Device settings not enabled
      Check your device settings and make sure ‘Save passkey to this Windows device’ is turned on.

    You can usually find this under Settings > Accounts > Passkeys > Advanced options.

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