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Frequently asked questions
Here you can quickly find answers to our customers’ most common questions.
- Like to know more about managing one of your accounts?
- Need additional information about a product or service?
- You can call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls).
- Go to top navigation on the page.
- Click on the login tab relevant to your product
- Type in your user ID – this is either a nine-digit number, or a ten-digit number if you registered with us before October 2006. Make sure there are no spaces before, after or between the digits.
- Enter your password into the password field – this is either the password you chose during your application process, or the password we sent to you.
- Submit: Click the ‘Submit’ button.
The first time you log in you will see the rules and regulations for online banking. Please read them and, if you accept them, click on the ‘Agree’ button at the bottom of the screen. Please DO NOT close the page at this stage without selecting one of the options.
You will now be prompted to change your password to something more personal. Please complete each step BEFORE you log out or close the page. If not, you may not be able to log in next time.
Below is a list of common error messages, reasons for the message and solutions to remedy the problem.
Message 1: Invalid log in ID and password
There could be 2 reasons for this message:
- You have provided the wrong user ID / password.
- Your user ID has been disabled.
Action in the case of reason 1:
Please re-check your user ID and provide the correct user ID.
Action in the case of Reason 2:
Call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls). We will identify you and you can request your user ID. Your user ID will be enabled during the call and you can start logging in.
Message 2: Invalid password - you are left with 2 more attempts.
Action:
- Please re-check your user ID / password.
- Please note that the password is case-sensitive.
- If you have forgotten your password, please submit a request for the reset of password through the Online Form. We will authenticate you on the basis of the details submitted.
- Alternatively, call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) to request a new password. The new password will be generated at the end of the same day of the request and sent to the address you registered with us within seven working days.
Message 3: This is your last chance to log in.
Action:
- Please re-check your user ID / password.
- Please note that the password is case-sensitive.
- If you have forgotten your password, please submit a request for the reset of password through the Online Form. We will authenticate you on the basis of the details submitted.
- Alternatively, call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) to request a new password. The new password will be generated at the end of the same day of the request and sent to the address you registered with us within seven working days.
Message 4: You have exceeded the maximum number of attempts. Login is disabled.
Action:
- Your user ID has been disabled.
- You need to call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls), authenticate yourself and ask us to enable your user ID. Your user ID will be enabled during the call and you can start logging in.
We recommend the following:
- A computer with 500MHz processor or higher
- 64 MB RAM or higher
- Internet connection of 28.8 kbps or higher
- The following operating systems: Windows 98, NT, 2000, XP, Vista
- The following browsers: Microsoft® Internet Explorer 5.5+ and above
We currently support Microsoft® Internet Explorer 7.0+ and above. Our website also supports Google Chrome, Mozilla Firefox and Safari. However, we recommend that you use Microsoft® Internet Explorer. Also, your browser must support 128-bit encryption.
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