Amend Details

How do I change my contact and login information?

In 'My details' you can review and manage your contact information and login details, including:

• Address
• Email address
• Contact number(s)
• Password
• Security code.

Change address

How do I update my address?

To change your address, go to my details' and select 'home address' then click on 'Change address' Enter your new address. You'll need to enter your password, 6-digit security code and a verification code we will send to you. It's important that you never tell anyone your verification code.

If your address is a non-standard address e.g outside of the UK, please contact us on +44(0)3457 212 212 Call charges to make these changes. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. Call us from the UK and abroad.

My postcode isn't recognised in the postcode lookup, what should I do?

There are a few reasons your postcode may not be recognised by the lookup, especially if the building address is fairly new. If your postcode isn't recognised by the lookup, you can enter the full address manually.

My new address hasn't been permitted

We can't automatically change your address to a non-standard address. Non-standard addresses include:

• Non-UK address
• BFPO (British Forces Post Office) address
• Mailbox/PO Box address
• 'Care of' address.

Please contact us on +44(0)3457 212 212 Call charges if you need to change your address to a non-standard address. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.

Will changing my address online affect my telephone or in-branch banking?

Yes, your new details will be the updated contact details across all of your Co-operative Bank activity – in branch, online, and telephone banking.

How long will it take to change my address?

We aim to update our records by the end of the next working day.

Change email address

How do I change my email address?

To change your email address, click 'my details' and select 'Email address'. Enter the new email and click savee

You can also update your email address in the mobile app. Log in and from 'My settings and details', choose 'Update number or email' at the bottom of the page. We will ask you to verify the change by using your fingerprint, passnumber or Face ID.

My new email address isn't being accepted, what should I do?

Ensure that you have entered exactly the same address for both 'Enter new email address' and 'Confirm new email address'. You'll need to enter your password, 6-digit security code and a verification code we will send to you. It's important that you never tell anyone your verification code. If you are still experiencing problems, contact us on +44(0)3457 212 212 Call charges to change your email address. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.

How long will it take to change my email address?

Your email address will be changed instantly.

Change contact numbers

How do I update my contact number?

To change your contact number in online banking, click on 'my details' then click on 'Phone numbers' Click on 'Change' next to the number you want to update and click save.

You can also change your contact number using the mobile app. Log in and from 'My settings and details', choose 'Update number or email' at the bottom of the page. We will ask you to verify the change by using your fingerprint, passnumber or Face ID.

My new contact number is over 12 digits in length – why can't I enter it?

Our site doesn't accept phone numbers of over 12 digits, but if you contact us on +44(0)3457 212 212 Call charges to change your phone number we will be able to help. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. Call us from the UK and abroad.

Will changing my contact number online affect my telephone or in-branch banking?

Yes, your new details will be the updated contact details across all of your Co-operative Bank activity – in branch, online and telephone banking.

How long will it take to change my contact number?

We aim to update our records by the end of the next working day.

Change your log in details

How do I change my password?

To change your password, click on 'Security'. then 'Change password' 

Your password must be at least 12 characters, no more than 20 characters and contain no spaces.

It must contain at least one uppercase letter, one lowercase letter and one number. Your password can include special characters (such as £ $ ! ? @) but the characters that aren’t allowed are < > ; ` €

You'll need to enter your current password, 6-digit security code and a verification code we will send to you. It's important that you never tell anyone your verification code.

My new password isn't being accepted, what should I do?

Ensure that you've entered exactly the same password for both 'Enter new password' and 'Confirm new password'. If you are still experiencing problems, contact us on +44(0)3457 212 212 Call charges to change your password. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. Call us from the UK and abroad.

How do I change my security code?

To change your security code, click on 'Security' then 'Change security code'

Your security code must be 6 digits in length.

For your security, we can't accept security codes that are easy to guess (e.g. codes containing several repeated numbers or numbers in sequence).

You'll need to enter your password, your current 6-digit security code and a verification code we will send to you. It's important that you never tell anyone your verification code.

Why isn't my new security code being accepted?

For safety reasons, we can't accept security codes that are easy to guess (such as, codes containing several repeated numbers, numbers in sequence).

If you're confident your new security code is suitable, but are still experiencing problems, contact us on +44(0)3457 212 212 Call charges to change it. Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. Call us from the UK and abroad.

Manage my recipients

How do I manage my recipients?

You can remove a recipient by following these simple steps:

1. Log into your online banking
2. Click on 'Pay & Transfers'
3. Click on 'Manage payees'
4. Select the recipient you wish to delete by selecting the tick box on the left hand side.
5. Once you have selected all recipients that you wish to delete, click 'Delete selected'.
6. A message will appear asking you to confirm that you wish to delete these recipients from your account. Select 'Confirm' you wish to complete this action.

Please note that deleting a recipient will not stop a future dated, planned payment or standing order from leaving your account. You can cancel or edit these by clicking into your account and then selecting Planned Payments.

Manage your marketing preferences

To manage your marketing preferences, select Profile then select 'Manage Marketing Preferences' at the bottom. To manage how you receive marketing messages from us, there are four tick box options; by post, by phone, by email and by text message. To opt out of receiving marketing messages from us through a particular channel, select the relevant box. For example, if you don't want to receive marketing messages by post or by phone, select the 'by post' and 'by phone' box to opt out and leave the others blank. You can opt out of receiving marketing messages completely by selecting all boxes.

If you don't want to receive marketing messages from other companies carefully selected by us, opt out by selecting the tick box at the bottom. If you're happy to receive messages from other companies, leave this box blank and we'll contact you using the channels you've selected.

Once you have clicked 'Next' your marketing preferences will be saved. You can change your marketing preferences at any time. Changing your marketing preferences does not affect your ability to receive important account information, such as secure messages and paperless statements.