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Extra online security explained
Strong Customer Authentication
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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'.
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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.
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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
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There are a few ways you can verify yourself when signing in 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 signing in).
To use any of these methods, please make sure you have our app and any phone numbers registered with us, first.
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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.
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If you choose to trust the device you use to sign in, it means we won’t need to do the extra security checks the next time you sign in. Only trust devices that are secure and are only used by people you know. These include computers, tablets and mobile phones.
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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
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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.
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You need a phone number and a trusted device, such as one you own, to use Online Banking. Without these, you’ll need to visit your local branch or call us for your account information.
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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.
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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.
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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.
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Yes, you can receive a text while outside of the UK, as long as you have registered a UK phone number with us.
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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.
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First, check that you’ve entered the code correctly. If it still doesn't work, you’ll need to ask for a new code.
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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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