Protecting you online
We're making some changes to the way new recipients are set up
When you set up a new recipient we may call you to check it’s you making the request. It’s essential we have your up-to-date phone numbers so we can contact you. If you haven't done so recently, please update your phone details by selecting ‘Change details’ at the top right of the ‘My accounts’ page.
To find out more, please take a moment to watch our demo (Flash required).
You can also find out more in the frequently asked questions section below.
A step by step guide to how new recipients will be set up
Step 1 – Click on the 'Make a payment' button on your 'My Accounts' page
Step 2 - On the 'Make a payment' page click on the 'A new recipient' link
Step 3 - On the 'Add a new recipient' page you'll need to choose whether to pay a bill or a person and enter the details accordingly.
Step 4 - Once you have entered your details you may be asked to confirm the number you'd like us to call from a selection of the numbers you've previously provided.
Step 5 - Once you have confirmed the number for us to call you on an automated call will be made to the number you have chosen. You'll then have to confirm the details of the payment and enter a four digit code that will appear on your computer screen into the phone keypad to authorise the recipient.
Step 6 - Once you have entered the four digit code you will receive confirmation of this on the call. Your recipient will be authorised upon termination of the call, and you will receive another message on your online banking screen confirming this.
Why is the process for setting up a recipient changing?
We’re constantly improving our security to prevent online fraud and Enhanced Internet Authentication is another way to make you even safer online. If a fraudster were to acquire your sign in details and gain access to your accounts, they are unlikely to also have access to your phone as well.
What is Enhanced Internet Authentication and how will it prevent fraud?
When you set up a new recipient, new standing order or reset your online security details, we may call you to make sure the request is genuine. All you need is a phone nearby. You'll be able to choose which number we call you on, provided it's a number we already hold for you. You'll receive an automated call asking you to confirm the details about your transaction and then to enter a four digit number that will appear on your computer screen into your phone keypad.
Unfortunately, the phone security check isn't compatible with a Textphone. Customers with a hearing impairment can follow the onscreen instructions while the security check is in progress. If you use a mobile to text friends and family, we recommend you include this number in the mobile section of your phone details. If a security check is required , you can then select your mobile number and follow on screen instructions. If you are unable to do this, please visit your local branch or contact us by Textphone 08457 323 436 open 24 hours we will arrange the payment for you.
Why have you introduced phone security checks?
Some banks are using card readers or password tokens to generate unique passwords when customers carry out online 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.
If a fraudster acquires your sign in details and gains access to your accounts, they are unlikely to have access to your phone as well.
We recommend you read and follow instructions about staying safe online by looking at our security centre. There is advice about the dangers of 'phishing' emails, and about keeping anti-virus and anti-spyware up-to-date.
You don’t hold any numbers for me, so how will I be able set up a new recipient?
Unfortunately, if we don't hold any numbers for you, you'll need to call us on 08457 20 30 40 (from abroad +44 113 242 2229) so we can set up the new recipient for you. You must be registered for telephone banking to use this service. Alternatively, you'll need to call into your local branch. Please make sure that you update your phone numbers in future.
If you want to make sure that your details are up to date for future use, you can do this in online banking by simply clicking on the 'Change Details' link at top right of your 'My Accounts' page.
How do I update my details?
Sign in to our online banking service and select 'Change details' from '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 I update my phone number online, will I be able to use this number immediately?
No, 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 will be directed to our telephone support team who’ll be able to assist you.
Will I need to have my phone with me every time I want to make a payment?
No, you will only receive a phone call when you create new recipients, set up a standing order or reset your security details. You are not required to do a security check when paying someone you have already paid before.
What happens if I enter the four digit code incorrectly?
You'll have three attempts to enter the four digit code that will appear on your computer screen. If all three attempts are incorrect, your new recipient won't be set up.
What happens if I do not answer the call?
If you don't answer the call or a connection can't be established, you'll have two further attempts to choose one of the phone numbers we have for you so we can contact you. If we can't reach you after three attempts we won't be able to set up your new recipient.
What type of phone numbers can I be called on?
We can call you on any number in the UK as long as it's not a premium number (e.g. starting with 09). We can also call you on any international number.
Is there a charge for the service?
No, however your mobile service provider may charge you for receiving the call if you are abroad.
If I receive a call asking me to confirm a new recipient which I did not set up, what do I do?
You simply let us know during the automatic phone security check. You will have two opportunities to let us know that you were not expecting the call and it’s not you trying to set up the payment. As a safeguard, once you’ve notified us we will then suspend your online access and our security team will contact you.
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 (Monday to Friday, 8am - 9pm weekends 8am - 8pm). If they can't reach you within 24 hours they'll send you a letter with further instructions.
Can I use VoIP (Voice over Internet Protocol) to receive the phone call?
Unfortunately, VoIP technology is not compatible with our phone security check process. You'll need to use a standard phone or mobile to receive the automated call. However, most internet-enabled phones (such as the iPhone) will accept security checks while you're on online banking on your phone.
You may want to make sure that your phone will allow you to continue using the internet at the same time as receiving a call.
Examples of VoIP providers include Skype and Vonage. Please note that Halifax is not in any way affiliated with these companies.
Can I use a text phone to receive the phone security check?
Unfortunately, the phone security check isn't compatible with a Textphone. Customers with a hearing impairment can follow the onscreen instructions while the security check is in progress. If you use a mobile to text friends and family, we recommend you include this number in the mobile section of your phone details. If a security check is required, you can then select your mobile number and follow on screen instructions. If you are unable to do this, please visit your local branch or contact us by Textphone 08457 323 436 open 24 hours and we will arrange the payment for you.