Extra security when you shop and bank online

An extra layer of security

Like all other UK banks, we’ve added extra security checks when you use Internet Banking or shop online. 

These checks happen when you:

  • Shop online
  • Log on to Internet Banking
  • Make a payment to someone new

If you do any of these things, you may notice an extra security step. This is because you 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 our Mobile Banking app, getting a passcode sent to your mobile, or us calling you.

This means if you don't use our app, or we don't have your phone number, you might not be able to continue.

Extra online security explained

Getting started in our app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about our app

What do I need to do?

To make sure you're able to complete the extra security checks, there are a few things you can do:

  1. Download our Mobile Banking app so we can quickly and securely confirm it’s you.
  2. Check and update your phone number so we’re able to text a passcode to your mobile or call you.
  3. When prompted, you can trust your device. Trusting your private and secure computer, tablet or mobile means we’ll know it’s you logging on.

It’s very important that we have your up-to-date phone number. Find out how to update your phone number online

When you shop online

You’ll notice the extra security during payment.

  • App: Use the app to verify your purchase.
  • Text: We’ll text a passcode to your mobile phone, which you then enter on the payment screen.
  • Call: We'll call you and ask you to say a code that comes up on the payment screen.

When you bank online

When using Internet Banking, you’ll notice the extra security during logon. 

  • Device: If you regularly use your computer, tablet or mobile for Internet Banking, you can trust it. This helps us know it’s you logging on and not someone else.
  • Text: We’ll text a passcode to your mobile phone, which you then enter on the logon screen.
  • Call: We'll call you and ask you to say a code that comes up on the logon screen.

Let’s look at the details

  • 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:

    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.
    3. “Something you are” - this is something that is unique to you, like your fingerprint.

    You need to provide two of these three ways to verify it’s you. This is called 'two-factor authentication'.

Want to know more?

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