Go paper-free
Amend paper-free preferences for your statements and correspondence.
Getting started in our app
Help and support for customers logging on
We know there are occasions where our customers have issues trying to log on online. See our step-by-step instructions for resolving potential issues with logging on.
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Here are some helpful things you can do if you're having problems logging on.
Step 1 - Have you registered for Internet Banking?
If you haven't used Internet Banking before you will need to register your account to get started.
You can register if your hold one of the following accounts:
- Current or savings account
- Credit card
- Loan
- Mortgage
- Share dealing account
If your account is not available, and you can't register for Internet Banking, please call us.
Step 2 - Close down all open browsing sessions
Only have one active session open to avoid any potential issues.
Step 3 - Clearing Cache and Cookies
This will vary depending on what browser you are using. When you use a browser, it saves some information from websites in its cache and cookies.
Clearing them can fix certain problems, like loading or formatting issues on sites.
Use your browser to search 'how to clear cache and cookies'.
Here are some of the most common browsers used by our customers:
You can read more about cookies and how we use them in our cookie policy.
Step 4 - Reset your logon details
Sometimes if you haven't logged on for a while it can be easy to forget what your logon details are.
It is possible to reset your:
- User id
- password
- memorable information.
We'll ask you for your account details and your personal information.
If you're not sure what your bank details are, you can find them on a statement, debit, or credit card.
Reset your internet banking account
If these steps do not work or you need further help, please call us.
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Here are some helpful things you can do if you're having problems logging on.
Step 1 - Close your mobile app fully and reopen, re-attempt to log on.
Step 2 - Update your personal mobile software through your device's general settings.
Step 3 - Make sure that you have the latest version of the app. You may need to switch on the background refresh setting for your device to get the latest version.
Step 4 - Uninstall and reinstalling the app on your device through AppStore (Apple) – Google Play Store (Android).
Step 5 - Reset your Password and memorable information.
If these steps do not work or you need further help, please call us.
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Banking near you
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We can support you with your everyday banking in one of our high street branches. Find a branch, check the opening hours, services available and accessibility options, before you visit.
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You can do your everyday banking at a Post Office branch. Learn what services they offer and where your nearest branch is.
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Banking Hubs are owned by Cash Access UK and run by the Post Office. They give easy access to face-to-face services in the communities across the UK, supporting customers to manage their everyday banking needs. You can pay in cash and cheques and withdraw money.
One day a week, in some locations, we may have a Community Banker available to give extra support.
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Our Community Bankers give banking services and account support for customers who may not have a local branch. They have dedicated space in a community venue or Banking Hub where you can pop in for a chat and get help with your banking needs.
