I have locked myself out of online banking

If you have been locked out of your online banking account, 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.

If you have forgotten your username, select ‘I have forgotten my username’ and then 'I can't remember my username'. You’ll then need to enter and confirm your email address. A username reminder will be sent to the email provided if it matches our records.

If you've forgotten your password OR security code, go to the online banking log in page and enter your username . You then need to select 'I've forgotten my password' or 'I've forgotten my security code'.

Follow the on-screen instructions to reset your security details. You'll be sent a verification code by text message or email to confirm the change. It's important that you never tell anyone your verification code.

If you've forgotten your password AND your security code, you'll need to call our Customer Services team on +44(0)3457 212 212 (call charges apply). They're available 8am to 8pm, 7 days a week.