Manage your details

Your sign in details

Your username, password and memorable information are collectively referred to as your 'sign in' details. You'll use these whenever you sign into your accounts, so never tell them to anybody else.

You can change your password and memorable information at any time. The 'Updating your sign in details' section below tells you how to do this. If you suspect anybody else knows them, change them immediately!

Our online demo shows you how to sign in.

Don't fall foul of the latest 'Phishing scam' emails – these claim to be from your bank, and may look very convincing, asking you to supply your sign in details. We would NEVER email you asking for your sign in details, so don't respond to them. Read more about phishing scam emails here.

If you ever suspect your sign in details have been compromised, call our helpdesk immediately on 08456 02 00 00 (24 hours).

Remember my username

You can make signing in even easier by ticking the 'Remember my username' box on the sign in page.

If you choose this, when you sign in your computer will automatically show your username, and you only need to enter your password and memorable information. This feature does not make your online access any less secure, but it should only be used on your own personal computer. For more information, read our 'How we remember your username' page.

What should I do if I’ve forgotten my password?

If you're an existing Online Banking customer, you can reset your password online. Simply go to the sign in page and click on 'Forgotten your password?' and follow the on-screen instructions which explain the steps to follow.

You'll be taken through some security questions as we need to confirm your identity before your password can be reset. As soon as we've confirmed your identity, your password reset will be completed and you'll be able to continue with your online banking.

Need further help? Call our Online Banking Helpdesk on 08456 020 000 (or +44 1132 798 302 if you're calling from abroad).

What if I have forgotten my memorable information?

If you're an existing Online Banking customer, go to the sign in page and click on 'Having problems signing in?' You'll then be taken through some security questions so that we can confirm your identity.

Once we've confirmed your identity, you can either reset your password only or reset both your password and memorable information.

If you choose to reset your memorable information, you’ll need to change your password at the same time. Before you reset both your password and memorable information, we’ll need to ask you a few more security questions.

Need further help? Call our Online Banking Helpdesk on 08456 020 000 (or +44 1132 798 302 if you're calling from abroad).

Can't sign in to Online Banking?

At certain times the Online Banking service may not be available due to essential system maintenance.

During such times when you cannot access the online service you can call our Online Banking Helpdesk 08456 020 000 - they’ll be happy to assist you with any urgent queries.

Changing your password

You can change your password at any time from within the online service. From 'My accounts' select 'Change details' then under the heading 'Log in details' select the 'Change password' link.

Choose something memorable known only to you. Don't share it with anyone else or write it down.  It's good practice to change your password regularly, even if you think nobody else knows it.

Changing your memorable information

You can change your memorable information at any time from within the online service. From 'My accounts' select 'Change details' then under the heading 'Log in details' select 'Change memorable information'.

Choose something memorable known only to you. Don't share it with anyone else or write it down. It's good practice to change your memorable information regularly, even if you think nobody else knows it.

Updating your email address

To update your email address, from 'My accounts' select 'Change details' then under the heading 'Your email address' select the 'Change email address' link.

Our demo shows you how to change your details.

Updating your marketing preferences

You can change your marketing preferences at any time from within the online service.  From ‘My accounts’ select ‘Change details’ then under the heading ‘My marketing preferences’ click on the ‘Change preferences’ link. Choose how you would like to be contacted with information about our products and services.

Updating your address

To update your address, complete the Change of address form and post it back to us.

If you’re an online user, a link to this form is also available online by selecting ‘Change details’ from the ‘My accounts’ page and then ‘Change address’.

Updating your name

To update your name, complete the Change of name form and post it back to us. You will need to provide your original name-change documentation (Marriage Certificate, Deed Poll, etc).

You can also take the completed form and change-name documentation to your nearest branch.

Once you've completed the form, please post back (stamp required) to:

Halifax
PO Box 548
Leeds
LS1 1WU

It's important that you keep your phone details up-to-date.

To protect your online security, we may call you to confirm your account activity is genuine.

If we can’t get in touch with you, we might not be able to process your requests.

It’s therefore essential that we have your most up-to-date phone numbers.

Please take a few seconds to check that your phone numbers are correct.

To check your phone number: Simply sign in, select ‘Change details’ and then ‘Change your telephone numbers’.

Please provide as many numbers as possible as it is important that we are able to contact you.

Find out more about how we protect your online security.

• What happens if I don’t supply my phone numbers?
• How do I update my details?
• If I update my phone number online will I be able to use this number immediately?
• Can I provide an international number?
• What do I do if my number changes?

What happens if I don't supply my phone numbers?

If you do not supply us with a number you may be unable to use parts of the online service such as setting up new recipients.

How do I update my details?

Sign-in to our Online Banking service and select 'Change details' from the 'My accounts' page. Under the heading 'Contact details' select the 'Change telephone details' link. You will then be able to give us up to three different phone numbers.
If you have provided a mobile number, a confirmation text message will be sent to you after you have updated them.

If I update my phone number online will I be able to use this number immediately?

For security reasons, we're only able to call you on numbers we already hold.  New phone numbers entered will take seven days to become active.  If we don't hold any other numbers for you that you can use, you'll be directed to our phone support team who'll be able to assist you.

Can I provide an international number?

If you have an international phone, you'll need to:

• Give the International access code for the UK - this is '00'
• Give the country code for the country you live or work in e.g. for Spain this is '34'
• Give the area code for a landline (if there is one)
• Finally, give your phone number (a mobile in Spain would look like '00 34 123456789')

If you have a UK mobile, please check with your service provider that your phone will work and that your network can receive calls overseas.

What do I do if my number changes?

You can update your telephone numbers, and add new ones online, by selecting 'Change details' from the 'My accounts' page. If you have provided a mobile number, a confirmation text message will be sent to you after you have updated them.