How we're protecting you

Your online safety and security matter. And this is where you can find out exactly what we’re doing to keep you and all your Online Banking information safe.

For example, we have the latest anti-fraud systems to make sure your Online Banking experience is as safe as possible and to protect your personal information and privacy.

Plus you have the full support of our online fraud guarantee, so whatever little surprises life throws your way – we’ve got you covered.

Protecting you

Your online safety and security matter. And this is where you can find out exactly what we’re doing to keep you and all your Online Banking information safe.

Even if you only spend five minutes looking at your account every now and then, we have some seriously clever widgets to keep you safe:

  • Secure sign in
    You will always have to enter your User ID, password and three characters from your memorable information to access your account(s).

  • Automatic sign out
    We will automatically sign you out after several minutes of inactivity in case you forget to sign out or leave your device unattended.

  • Fraud detection systems
    We monitor your account(s) for any unusual behaviour.

  • Suspend account
    We will temporarily disable your account(s) after a number of incorrect sign in attempts in case fraudsters are trying to guess your details.

  • Telephone masking
    To provide additional security, we have partially hidden your telephone numbers to help protect you against online fraud.

Anti fraud system

Here’s how we’re protecting your accounts online

We're regularly improving our security to prevent online fraud, using cutting edge security technology and anti-fraud systems to protect your personal information and your online privacy.

Enhanced Internet

Authentication is another measure we’re using to make your banking even safer online. It works by using your phone as an additional security hurdle when making important transactions or requests related to your Halifax account.

Phone security checks

We’re committed to making sure your Online Banking experience is as safe as possible. We use a cutting edge security and anti-fraud system called Enhanced Internet Authentication (EIA) to protect your personal information and online privacy.

Contacting you

Criminals may use email, text or phone to lure you into handing over valuable information such as credit card and bank account numbers, passwords and sign in details. These can then be used to commit fraud.

We will always:

  • Quote your Online Banking user ID and part of your postcode. By default this will be your main account.
  • Greet you personally using your title and surname. For text alerts check they begin Halifax A/C and quote part of your postcode.
  • Use links in our emails that will only ever go to a page on www.halifax.co.uk. We will never link directly through to our Online Banking sign in page or ask for your personal details.

For the phone security check to be effective we need you to provide us with up to three phone numbers, for example work, mobile and home. It’s important that you provide as many different phone numbers as you can to make it easier for us to contact you and that you keep them up-to-date. You can do this by signing in to Online Banking to update or confirm them.

Find out more about how phone security checks work.

Discover tips on surfing safely and staying secure online and get some great advice on how to avoid phishing and scam emails as well as keeping yourself virus free.

Phone security check

Our phone security check is called Enhanced Internet Authentication (EIA).
When you set up a new payee, standing order or credit card payment, we need to make sure you are who you say you are. To do this, we’ll give you a call to ensure that the instruction is coming from you.

How it works: 

  1. All you need is a telephone near you. You’ll be able to choose which number we call you on, provided it’s a number we already have on your records.
  2. You’ll receive an automated call asking you to confirm details about your transaction.
  3. You’ll need to enter the four digit number that will appear on your device screen into your telephone keypad.

The whole process takes around a minute. You can see this security check in our Online Banking demo.

Frequently asked questions

Why do Halifax use EIA?
Is there a charge for this service?
What happens if I don’t give you my numbers?
Will I need to have my phone with me every time I want to make a payment?
If I update my phone number online can I use it immediately?
What happens if I can’t answer my phone?
What should I do if my access is suspended?
I received a call asking me to confirm an instruction I didn’t set up, what should I do?
Do I need to have my phone with me every time I want to make a payment?
You don’t hold any numbers for me so how can I use the service?
What type of telephone numbers can you call me on?
I have a disability that may prevent me from using this service, what can I do?

Why do Halifax use EIA?
We’re always working to improve the security of Online and Mobile Banking to prevent fraud. This is another measure to protect your personal and financial information online. If a fraudster gets hold of your sign in details and gains access to your account(s), they’re unlikely to have access to your phone as well. Without your phone, they won’t be able to transfer money away from your account(s).

Is there a charge for this service?
Not a penny. Although your mobile provider might charge you if you take the call while you’re abroad.

What happens if I don’t give you my numbers?
Without a phone number to reach you on, EIA will not work, and you will not be able to use Online Banking to set up any new payees , standing order or credit card payment.

Will I need to have my phone with me every time I want to make a payment?
No, you’ll only receive a phone call when you set up a new payee, standing order or credit card payment.

If I update my phone number online can I use it immediately?
New numbers take a few days to become active, so in the meantime you’ll be directed to our phone support team who’ll help you.

What happens if I can’t answer my phone?
We’ll try three times but if we can’t get hold of you we won’t be able to carry out your request.

What should I do if my access is suspended?
Our security team will try to contact you within the next three hours during the working day (8am – 9pm Mon to Fri, 8am – 8pm at weekends). If they can’t reach you within 24 hours they’ll send you a letter with further instructions.

I received a call asking me to confirm an instruction I didn’t set up, what should I do?
Please report it to our fraud prevention team on 0800 917 7017
(+44 207 481 2614 from overseas) who are available 24/7.
Calls may be recorded.

Do I need to have my phone with me every time I want to make a payment?
No, you’ll only get a call when creating a new payee, setting up a standing order or resetting your security details.

You don’t hold any numbers for me so how can I use the service?
If we don’t have a number for you you’ll have to call us on 08457 21 31 41 or pop into your local branch so we can set up the instruction for you. Please make sure your contact details are up to date: Sign in to Online Banking, then select Personal Details from the left-hand menu.

What type of telephone numbers can you call me on?
We can call you on any UK number as long as its not a premium rate number ( e.g. starting with 09). To use this service you need to be able to receive a call from us, confirm the details given to you and using the telephone key pad, enter a four digit number that will be displayed on your Online Banking screen.

I have a disability that may prevent me from using this service, what can I do?
To use this service you need to be able to receive a call from us, confirm the details relayed to you and enter a four digit number that will be displayed on your device screen using your telephone keypad. Customers with a hearing impairment can follow the on screen instructions while the security check is in progress. If you use a mobile phone, we recommend you include this number in the mobile section of your phone details. You can then use this number for a phone security check. If you're unable to do this, please visit your local branch or contact us by text phone or SignVideo and we'll arrange the payment for you.

Your contact details

Please make sure your contact details are up to date:
Sign in to Online Banking, then select Personal Details from the left-hand menu.

Online Guarantee

You’re safe online with us

We do all we can to protect you online. Even in the unlikely event of fraud, we promise you won't lose out.

As a Halifax Online Banking customer, you automatically benefit from our online fraud guarantee:
If you use our online service and become a victim of online fraud, we guarantee you won't lose any money from your account and will always be reimbursed in full.

For the vast majority of our customers, this situation will never arise, especially if you take a few simple steps to protect yourself online.

There are also some practical steps you can take to protect yourself online but if you’re already concerned that your online personal or security details might be at risk give us a call on 08456 02 00 00. If you’re calling from a mobile or overseas, the number is +44 1132 789 302.

Security certificates

How do security certificates work?

We've added a new feature to our Online Banking service to boost your confidence in the security. It’s a bit of a mouthful but Extended Validation Secure Socket Layer, or EVSSL for short, means that our site has undergone lots of rigorous checks to confirm it’s genuine and safe. This also means it’s been provided with a ‘certificate of authenticity’, which your browser recognises.

How will you know?

If you’re running Internet Explorer 9, Mozilla Firefox 3, Opera 9.5, Safari 3.2 or Google Chrome you’ll see the following ‘traffic light’ in your address bar:

Green for authentic, with a padlock and a reference to the certificate and website provider
Amber for suspicious sites and no padlock in the address bar
Red for an unsafe site, so avoid these at all costs

Other browsers not mentioned above will continue to see their standard address bar with no traffic light symbol.

Updating your browser

We recommend that you make sure you have the latest browser version, so it’s compatible with EVSSL.

*Links to external sites are provided as part of our commitment to making Online Banking safe and secure. However, we cannot accept responsibility or liability for the content or availability of external sites. We cannot guarantee that any software downloaded from these sites will work, or be free from viruses or malicious code.

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