Extra online security explained

Strong Customer Authentication

What is 'Strong Customer Authentication'? expandable section

Strong Customer Authentication

By law all banks need to have an extra layer of security for their customers. This is called 'Strong Customer Authentication'. For you, it means more protection when you’re shopping and banking online. It involves extra checks to prove it’s really you and help keep you safer from online fraud.
Why do you do these extra checks? expandable section

Extra checks

An extra layer of security makes it harder for fraudsters to target your online accounts. All banks have to do these extra checks.
How does this make online shopping and banking more secure? expandable section
More secure shopping and banking online

Most people use passwords as way of proving it’s them. Sadly, passwords can be guessed or stolen by fraudsters. So we’ve added a second layer of security to check it’s really you, and make it harder for anyone else to. There are three ways you can verify yourself:

“Something you know” - this is a piece of secret information that only you know, like your password.

“Something you have” - this is a device you own, like your mobile phone.

“Something you are” - this is something that is unique to you, like your fingerprint.

You need to provide two of these three ways to verify it’s you. This is called 'two-factor authentication'.
Will you use my phone number for any other purpose? expandable section

Your phone number

No. Apart from texting passcodes to your mobile or calling you to verify yourself, we’ll only ever use your number for what you’ve already given us permission to. This includes things like your marketing preferences and mobile alerts.

It’s very important that we have your phone number. Find out how to update your phone number online. Or you can visit your local branch or call us.
I’d like to opt out of SCA. How do I do this? expandable section

Opting out

There’s no way to opt out of SCA. Strong Customer Authentication has been introduced across all banks in the UK. The extra checks are here to protect you and keep your money safe when you're shopping online.

How the checks work

How can I verify myself? expandable section
Verifying yourself

There are a few ways you can verify yourself when logging on or paying for things online. You can:

use our app.

get a text message with a passcode sent to your mobile.

get an automated call to your landline or mobile.

use a trusted device (when logging on).

To use any of these methods, please make sure you have our app and any phone numbers registered with us, first.
Will I be able to make a payment if I don’t have a mobile phone? expandable section

Verifying without a mobile

There are other ways to verify your payment. If you don’t have access to a mobile phone, you can use a landline number instead. Or if you have a tablet, you can use our app.

Just make sure you have our app and any phone numbers registered with us.
When I logged on, I was asked to 'trust this device'. What does this mean? expandable section

Trust this device

If you choose to trust the device you use to log on, it means we won’t need to do the extra security checks the next time you log on. Only trust devices that are secure and are only used by people you know. These include computers, tablets and mobile phones.
How can my additional card holder authorise transactions? expandable section

Additional card holder authorisation

The additional card holder can ask us to send a code to their registered phone number, if they have one.

Problems with the extra checks

What happens if I don’t have signal or network coverage? expandable section
Verifying with no signal

If you’re in an area with bad signal or network coverage, you can verify yourself in other ways.

You can wait until you have signal and try again.

If you have a landline number, we can call that instead.

If your phone or tablet has WiFi, you can use our app to verify yourself.

Just make sure you have our app and any phone numbers registered with us, first.
Why can’t I log on to Internet Banking? expandable section

Can’t log on

You need a phone number and a trusted device, such as one you own, to use Internet Banking. Without these, you’ll need to visit your local branch or call us for your account information.
I had already trusted my device, why is it asking me to trust it again? expandable section

Trusted device

If you’ve trusted your device, but have cleared your browser data, you’ll be prompted to trust your device again. This is because the saved information will have been deleted. This also happens if you switch to a new browser.
My contact details are missing or incorrect expandable section

Missing or incorrect contact details

If you haven’t registered a phone number, or your number is incorrect, you’ll need to call us or visit your local branch to update it. We’ll need to text a passcode to your mobile or call your landline, so it’s important you keep this up to date.
What if I don’t have either a mobile phone or a landline? expandable section

Verifying without a phone

You can use our app on a tablet device to verify a payment if you can’t receive a text or a phone call. You’ll need to download our app before making the payment. You can also call us for help on the number on your card.
Can I receive a code by text if I am not in the UK? expandable section

Receiving a code outside the UK

Yes, you can receive a text while outside of the UK, as long as you have registered a UK phone number with us.
What happens if I don't have a UK phone number? expandable section

Verification without a UK phone number

We can call you if you have a non-UK number. You’ll need to say or key in the four digit code on your screen. We can’t send a code by text to a foreign phone number.
I’ve received a code but it doesn’t work. What can I do? expandable section

Code doesn’t work

First, check that you’ve entered the code correctly. If it still doesn't work, you’ll need to ask for a new code.
What if I haven't received a passcode? expandable section

Passcode not received

Codes can take a few minutes to arrive. If you don't receive a code, please check your phone number is right. You can do this online or by calling us.

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