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Extra security when you shop or bank online
Keeping you safe
When you use your card online or sign in to Online Banking, you might notice an extra security step. You need to use two different ways of proving who you are. These could be:
- Entering your password and memorable information
- Using our Mobile Banking app
- Getting a passcode sent to your mobile phone
- A phone call from us.
If you don't use our app, or we don't have your phone number, you might not be able to continue.
Update your phone number
Make sure we can call you or send a passcode by text.
What do I need to do?
To make sure you're able to complete the extra security checks, there are a few things you can do:
- Download our Mobile Banking app so we can quickly and securely confirm it’s you.
- Check and update your phone number so we’re able to text a passcode to your mobile or call you.
- When prompted, you can trust your device. Trusting your private and secure computer, tablet or mobile means we’ll know it’s you signing in.
When you shop online
You’ll notice the extra security during payment.
- App: Use the app to verify your purchase.
- Text: We’ll text a passcode to your mobile phone, which you then enter on the payment screen.
- Call: We'll call you and ask you to say a code that comes up on the payment screen.
When you bank online
When using Online Banking, you’ll notice the extra security during sign in.
- Device: If you regularly use your computer, tablet or mobile for Online Banking, you can trust it. This helps us know it’s you signing in and not someone else.
- Text: We’ll text a passcode to your mobile phone, which you then enter on the sign in screen.
- Call: We'll call you and ask you to say a code that comes up on the sign in screen.
Let’s take a closer look
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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.
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An extra layer of security makes it harder for fraudsters to target your online accounts. All banks have to do these extra checks.
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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'.