Updating your telephone contact details online

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

We've introduced some additional security measures to our Online Banking service to help keep you secure. We need you to provide us with up to 3 telephone numbers as we may need to contact you to verify your activity whilst you are signed-on to our online service. It's important that you provide as many different telephone numbers as you can should we need to contact you.

What happens if I don't supply my phone numbers?
How do I update my details?
Can I provide an international number?
What do I do if my number changes?
I have a dial up internet connection; can I give my landline number?
How will the security call work for dial up users?
How does additional security by telephone work?
Will there be a charge for this service?
What if I receive a call and my phone has no battery/ the battery is dead/ broken/ has no signal?
What will happen if I get the code wrong?
What should I do if my access is suspended?
Why are you using telephone challenges rather than card readers or one-time password tokens?
Can I use a text phone to receive the telephone challenge?
Can I use VoIP (Voice over Internet Protocol) to receive the telephone challenge?

What happens if I don't supply my phone numbers?
It's important you do give us as many numbers as possible because if we're unable to contact you, we may need to suspend your online access to protect your accounts.

How do I update my details?
Sign-in to our Online Banking service and select "My preferences" and then select "Change my telephone details". You will then be able to give us up to three different phone numbers.
A confirmation email will be sent to you after you have updated them.

Can I provide an international number?
If you are travelling abroad it is important that you have an available number we can contact you on.  You can register an international number (landline or mobile) with us.  If you have a UK mobile, please enter the number as normal and check with your service provider that your phone will work and that your network can receive calls overseas.  If you have an international phone, you’ll need to:

• Give the International access code of 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

So a mobile in Spain would look like ’00 34 123456789’

What do I do if my number changes?
You can update your telephone numbers, and add new ones online, from ‘My Preferences’ in online banking (see "How do I update my details" above).  A confirmation email will be sent to you after you have updated them.

I have a dial up internet connection; can I give my landline number?
If we verify your activity we'll need to be able to contact you whilst you are online.  You can provide up to 3 numbers - mobile, work and home - which should mean you are contactable wherever you are.

How will the security call work for dial up users?
If the number we call you on is engaged, we will enable you to select again from the set of numbers you gave us.

How does additional security by telephone work?
In the event of any unusual activity, you will be contacted by telephone and asked to enter a code into the phone to proceed with your activity. In most instances however, you will see no interruption to accessing your accounts online, though you will still benefit from our improved fraud protection measures.

Will there be a charge for this service?
No, we make no charge, however your mobile service provider may charge you if you are abroad.

What if I receive a call and my phone has no battery/ the battery is dead/ broken/ has no signal?
Our system will recognise when we’ve been unable to contact you.  The screen that allows you to choose a different contact number will be presented enabling you to select again from the numbers that you gave us.

What will happen if I get the code wrong?
If you enter the code wrong 3 times, your access will be suspended. We will then contact you within 24 hours.

What should I do if my access is suspended?
We will complete additional security checks within the next 24 hours and we will email you to let you know when your access has been reinstated.
If we need additional information we will try to contact you by phone. If we are unable to contact you by phone we will write to you instead.'

Why are you using telephone challenges rather than card readers or one-time password tokens?
Some banks are using card readers or password tokens to generate unique passwords when customers undertake specific transactions. This involves sending customers a particular gadget that they will need to keep with them when using online banking. We believe this extra gadget is unnecessary and so have chosen a common item, such as your phone, to communicate with you during your online banking session.

In a situation where you are unlucky to have a fraudster acquire your login details and gain access to your accounts, unusual activity will trigger a telephone challenge. Fraudsters are very unlikely to have acquired your phone as well, and this process will protect your accounts by stopping these fraudulent transactions.

We recommend you read and follow instructions about staying safe online by looking at our security help centre. There is advice about the dangers of 'phishing' emails, and about keeping anti-virus and anti-spyware software up-to-date.  Click here for more information.

Can I use a text phone to receive the telephone challenge?
Unfortunately, the telephone security challenge is not compatible with a text phone. However, deaf or hard of hearing customers can still receive a challenge on another phone and follow on screen instructions. If you are a deaf or hard of hearing customer that uses a mobile to text friends and family, we recommend you include this number in the mobile section of your telephone details. If challenged, you can then select your mobile number and follow onscreen instructions. You can update your telephone numbers in the 'My preferences' section of online.

Can I use VoIP (Voice over Internet Protocol) to receive the telephone challenge?
We are sorry but VoIP technology is not compatible with our telephone security challenge process. You will need to use a standard phone or mobile to receive the automated call. However, internet enabled phones (such as the iPhone) will simultaneously accept challenges while your online account is accessed from your phone.

Examples of VoIP providers include Skype and Vonage, although Halifax is not in any way affiliated with these companies.