The easiest way to reset your password is through our Mobile Banking App.
First, click on the 'forgotten your details' link from the log on page.
We will need your user ID, along with some personal information to identify you.
If you don't know your user ID, don't worry, we can ask for some account information instead!
When you have been successfully identified you will be asked to create a new password.
You will then be asked to confirm the password by entering it for a second time, then select 'continue’.
If you also need to change your memorable information, then you can do this here.
If you selected 'Yes', create your new memorable information.
If you need help, click on the help icon for more about the rules for creating this.
As before, we will ask you to confirm this information by entering it a second time.
We will send you a one-time passcode text to your preferred mobile number.
It is important that your contact details are correct.
If they're not, you should use the ‘can't do this' button at the bottom of this screen.
Once you receive the passcode, you will have five minutes to enter it into the app.
If you are unable to do this, we will need to call you to complete the change.
Please make sure your preferred number is selected and be prepared for our call.
When you receive the call, you will be prompted to enter the four-digit code displayed in your app into your phone.
That's it! You have successfully changed your password and memorable information and will now be prompted to log-on using your new details.
