Changes to shopping and banking online

Make sure you're ready

Soon all banks will be adding extra security checks. If you shop online or use Internet Banking, this will affect you.

These checks will happen when you:

  • shop online
  • log on to Internet Banking
  • add a new payee

If you do any of these things, you may notice an extra step in security. This is because you’ll need to use two different ways of proving who you are. Your password and memorable information count as one way. The other way could be using your Mobile Banking app, getting a passcode sent to your mobile, or us calling your landline.

It’s important that you’re ready for these extra steps. You might not be able to make your purchase or log on if you’re not prepared:

How do I prepare?

To make sure you’re ready for the extra security checks, there are a few things you can do:

  1. Check and update your phone number so we’re able to text a passcode to your mobile or call your landline.
  2. When prompted, you can trust your device. Trusting your private and secure computer, laptop, tablet or mobile means we’ll know it’s you logging on.
  3. Download our Mobile Banking app to be able to quickly and securely confirm it’s you.

It’s very important that we have your telephone number. Find out how to update your telephone number online. Alternatively, you can visit your local branch or call us.

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Changes to shopping online

When checking out purchases over a certain amount, you’ll notice the extra security during payment. The payment screen will ask you to verify yourself. You can do this through your:

  • App: Use the app to verify your purchase.
  • Mobile: We’ll text a passcode to your mobile phone, which you then enter on the payment screen.
  • Landline: This will be an automated call to your landline, asking you to say a code which comes up on the payment screen.

Changes to banking online

When using Internet Banking, you’ll notice the extra security during log on. The screen will ask you to verify yourself. You can do this through your:

  • Device: If you regularly use your computer, laptop, tablet or mobile for Internet Banking, you can trust it. This helps us know it’s you logging on and not someone else.
  • App: Use the app to verify your log on.
  • Mobile: We’ll text a passcode to your mobile phone, which you then enter on the log on screen.
  • Landline: This will be an automated call to your landline, asking you to say a code which comes up on the log on screen.

Changes to Internet Banking - frequently asked questions

  • From 14 September 2019, a new EU regulation means that all banks need to provide an extra layer of security for their customers.It’s called 'Strong Customer Authentication'. For you, it means more protection when you’re shopping and banking online. It will involve extra checks to prove it’s really you. This will help keep you safer from online fraud.

  • An extra layer of security makes it harder for fraudsters to target your online accounts. All banks will have to provide these extra checks.

  • Most people use passwords as way of proving it’s them. Sadly, passwords can be guessed or stolen by fraudsters. So we’re adding 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:

    1. “Something you know” - this is a piece of secret information that only you know, like your password.
    2. “Something you have” - this is a device you own, like your mobile phone or card reader.
    3. “Something you are” - this is something that is unique to you, like your fingerprint.

    You’ll need to provide two of these three ways to verify it’s you. This is called 'two-factor authentication'.

    Want to know more?

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