Registering or logging into online banking

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).

If you ever lose or forget your login information, we'll be able to send you a username reminder to this email address, allowing you to reset your security information. It's important that your preferred email address is not a shared account that other people can login to e.g. a family account.

If you've forgotten your username, please go to the online banking login page From here, select have forgotten my username' and then 'I can't remember my username'. Enter your email address, and then check and confirm it. We'll send a username reminder to your specified email address within a couple of hours.

If you've forgotten which email address you registered with us, and can't remember your username, you'll need to call us on +44(0)3457 212 212 ^Call charges apply, lines are open 8am to 8pm, 7 days a week. You can call us from the UK and abroad.

If you have been locked out of online banking, you need to call us on +44(0)3457 212 212 ^Call charges apply. Lines are open 8am to 8pm, 7 days a week .

If you have forgotten your username, select 'I have forgotten my username' and then 'I can't remember my username'. Enter and confirm your email address, and we will send a username reminder if the email address provided matches our records.

If you've forgotten your password or security code, you need to enter your username on the online banking log in page and on the next screen, please select 'I've forgotten my password' or 'I've forgotten my security code'.

We will send you a verification code by text message or email to complete this.

If you've forgotten both your password AND security code, please contact us on +44(0)3457 212 212 ^Call charges apply. Lines are open 8am to 8pm, 7 days a week.

If you update your password and/or security code, inform the TPPs you use so they can continue to provide their Open Banking services to you.

You can only reset EITHER your password OR security code online. We will send you a verification code by text message or email to complete this.

If you've forgotten both your password AND security code, please contact us on +44(0)3457 212 212 ^Call charges apply. Lines are open 8am to 8pm, 7 days a week.

If you update your password and/or security code, inform the TPPs you use so they can continue to provide their Open Banking services to you.

Your one time password is valid for 24 hours. If you haven't received it, check your junk email folder.

If your one time passcode has expired please call us on +44(0)3457 212 212 ^Call charges apply, lines are open 8am to 8pm, 7 days a week. You can call us from the UK and abroad.

If your username confirmation hasn't arrived at the specified email account you have registered with us within a couple of hours, please call us on +44(0)3457 212 212 ^Call charges apply, lines are open 8am to 8pm, 7 days a week. You can call us from the UK and abroad.

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

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

You’ll need to enter your current password, 6-digit security code and a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code. When changing your contact details, we will send a verification code to the mobile number or email address we currently have for you, not your updated details.

Note: You cannot change your username that you use to log in with. If you've forgotten your username, please go to the online banking log in page. From here, select 'I have forgotten my username' and then 'I can't remember my username'. Enter your email address, and then check and confirm it. We'll send a username reminder to your specified email address you have registered with us within a couple of hours.

If you update your password and/or security code, inform the TPPs you use so they can continue to provide their Open Banking services to you.

You are only able to reset EITHER your password OR security code online. If you've forgotten both your password AND security code, please contact us on 03457 212 212. Lines are open 8am - 8pm, 7 days a week. For more information on how you can do this, please see the question titled 'How do I reset my password or security code?'

If you update your password and/or security code, inform the TPPs you use so they can continue to provide their Open Banking services to you.

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 49, 68, 71, 72, 73
• Firefox 38, 65, 66
• Internet Explorer 11
• Microsoft Edge 16, 17, 18
• Safari 10, 11, 12

If you are 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.

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 are still having problems with logging in or registering for online banking, please call us on +44(0)3457 212 212 ^Call charges apply, lines are open 8am to 8pm, 7 days a week. You can call us from the UK and abroad.