I have locked myself out of online banking
If you have been locked out of your online banking account, you can reset your details on our online banking login page.
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 will need your card reader and a valid debit card and PIN.
You do not have to use a smile card reader, any card reader can be used. If your card reader has run out of power then you can replace the batteries by opening the battery drawer with a pen.
If you do not have a card reader, please call us on 03457 212 212 (8am - 8pm, 7 days a week) (Call Charges).