What should I do if I'm having problems logging in to Online Banking?
If you're having problems logging in, consider the following:
- If you're using the numbers on the right-hand side of your keyboard to enter your passcode, make sure your Num Lock is on.
- Don't copy your details from a file and paste them into the log-in fields. Our system will not be able to recognise what you've entered.
- If you're outside the UK, your log-in problems may be caused by local rules. Some countries have restrictions on encrypted data being transmitted down telephone lines. Check with the British Embassy or consulate in the country you're visiting – you can find a list on the Foreign Office website.
- If you're asked to select letters from your memorable word and you haven't yet set one up, call the helpdesk. Staff will be able to take you through the log-in procedure.
- Make sure that cookies are turned on in your browser. Like many websites, Online Banking cannot be used unless cookies are enabled.
If you've been locked out of Online Banking after incorrectly entering your security details several times, you'll have to request new security details before you can use the full service again. You can do this online by going to the Online Banking login page and following the appropriate prompts.
Error messages such as 'Internet Explorer cannot open site', 'cannot connect to the server' or 'the web site is unavailable' indicate that we're having temporary service problems. Try logging in later in the day. If you get other error messages, it may be that you have input your log-in details incorrectly.
If you still need help or have any questions, call the helpdesk on 0845 600 2323 (outside the UK dial +44 2476 842063)*. Read call charges info. To maintain a quality service, we may monitor or record phone calls.