Logging into online banking

If you've forgotten your password or security code, you can reset them by visiting the online banking login page.

You'll firstly need to click “Forgotten your login details?” and then select “Reset password”, “Reset security code” or “Reset both password and security code” on the next screen.

Follow the on-screen instructions to reset your security details. You will need to enter a verification code we will send to you by text message or email to reset your security details. It's important that you never tell anyone your verification code.

If you update your password and/or security code, inform any third-party providers (TPPs) you use so they can continue to provide their Open Banking services to you.

If you've forgotten your username, you can get a reminder in mobile app or through online banking.

Get a username reminder on the mobile app

If you can still access your mobile app using your passcode, face or touch ID, you can find your username by following the instructions below.

1. From the top right hand side of your screen select 'Menu'
2. Next, choose 'My settings and details'

Here you'll see your username displayed.

Get a username reminder on online banking

1. Head to the Log into online banking.
2. From here, select “Forgotten your login details?”
3. Then choose “Username reminder”
4. Follow the on-screen instructions to get a username reminder.

If you have been locked out of your online banking account, you need to call us on +44(0)3457 212 212. Call charges apply and lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. You can call us from the UK and abroad.

See our helpful information above if you’ve forgotten:

• your password or security code (anchor up link to You’ve forgotten your password or security code info)

your username (anchor up link to You've forgotten your username info)

Your one time password can only be used for 24 hours from when you requested it. If you haven't received it, check your junk email folder.

If your one time password has expired please call us on +44(0)3457 212 212. Call charges apply and lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. You can call us from the UK and abroad.

To review and manage your login details as well as your contact information, log into your online banking and go to the 'Profile' section. Details you can change include:

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

You'll need to enter a verification code we will send to you by text message or email to reset your security details. It's important that you never tell anyone your verification code.

Please note that you cannot change the username that you use to log in with. See our helpful information if you've forgotten your username.

If you update your password and/or security code, inform any third-party providers (TPPs) you use so they can continue to provide their Open Banking services to you.

For your security, we can't accept security codes that are easy to guess (e.g. codes containing several repeated numbers, such as ‘000’ or numbers in sequence, such as ‘123’).

When accessing the smile website, we recommend that customers use the most up-to-date internet browser and operating system for their desktop, mobile and tablet.

Our website has been designed to work on the most popular browsers used by our customers, which include:

• Chrome 110 and 111
• Firefox 110 and 111
• Microsoft Edge 109 and 110
• Safari 15 and 16
• Samsung 19 and 20

If you’re using a desktop or laptop, we recommend you use:

• Windows 7
• Windows 8.1
• Windows 10
• OS 10.11 (El Capitan or higher)

We also strongly suggest you have up to date anti-virus software installed on your computer to help protect your information while online.

If for some reason you can’t log in to online banking, call us on +44(0)3457 212 212. Call charges apply and lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. You can call us from the UK and abroad.

We ask our customers to be vigilant when it comes to 'fake sites' and scams, so we understand that any unexpected changes to our website can cause worry.

Make sure to always look out for the padlock symbol within the address bar whenever you log in to online banking.

If you‘re still having problems with logging in or registering for online banking, please call us on +44(0)3457 212 212. Call charges apply and lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday. You can call us from the UK and abroad.

Financial Services Compensation Scheme

Your eligible deposits held by a UK establishment of The Co-operative Bank plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme (FSCS), the UK's deposit guarantee scheme. This limit is applied to the total of any deposits you have with the following: The Co-operative Bank, Britannia and smile. Any total deposits you hold above the limit between these brands are unlikely to be covered.

You can read further information on the FSCS or visit www.fscs.org.uk