Passcode scams
Passcodes help us to protect your account.
We explain how they work and why you need to keep them safe.
How passcodes work
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Passcodes are sent by text or an automated call when you do things such as:
- Log on to Internet Banking.
- Use your card to buy something online.
- Change your details, like a password, phone number or address.
Please make sure we have your latest phone number.
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Once a passcode arrives, you need to enter it on our app or your Internet Banking screen.
If you enter it incorrectly, you may need to call us before starting again.
How to protect your passcode
Other ways we protect you online
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One Time Password
If you can’t receive a passcode by text or call, we’ll send you a One Time Password by post.
This kind of password has letters and numbers, and you only use it once.
Never share a One Time Password with anyone.
Activation code
When you first register for Internet Banking, we’ll send you an activation code through the post.
This code contains letters and numbers and you only use it once, just like a passcode.
Never share an activation code with anyone.
How to pay safely online
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Sometimes, when you make a card payment online, you’ll need to use our Mobile Banking app to confirm it was you.
Just log on to our app and follow the instructions to approve a payment.
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Before you use a passcode or our app to make a card payment online, make sure you’re buying:
- the item you want
- at the right price
- from a genuine seller.
Learn about other scams and how to protect yourself
Scam calls
Find out how fraudsters can use your details to win your trust.
Scam emails and texts
Find out how fraudsters try to steal your details.
Protect your devices
Do you know how to keep your devices safe?
Protect your identity
Fraudsters want to steal your personal and banking details.
Protect your passwords
Fraudsters will try to guess passwords to your online accounts.
Investment scams
Fraudsters pretend to be genuine companies and advisers.
