Changes to Online Banking - frequently asked questions

What is 'Strong Customer Authentication'?

From 14 September 2019, a new EU regulation means that all banks need to provide an extra layer of security for their customers. It's called 'Strong Customer Authentication'. For you, it means more protection when you're shopping and banking online. It will involve extra checks to prove it's really you. This will help keep you safer from online fraud.

Why are you adding these extra checks?

An extra layer of security makes it harder for fraudsters to target your online accounts. All banks will have to provide these extra checks.

How will this make online shopping and banking more secure?

Most people use passwords as way of proving it's them. Sadly, passwords can be guessed or stolen by fraudsters. So we're adding 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 or card reader.
• “Something you are” - this is something that is unique to you, like your fingerprint.

You’ll need to provide two of these three ways to verify it’s you. This is called 'two-factor authentication'.

How do I prepare?

To make sure you're ready for the extra security checks, there are a few things you can do:

1. Check and update your phone number. We need your number to text a passcode to your mobile, or call your landline. You can do this through your Online Banking, by coming to see us in branch or by calling us.
2. When prompted, you can trust your device. Trusting your private and secure computer, laptop, tablet or mobile means we’ll know it’s you who’s signing in.
3. Download our Mobile Banking app. This already uses extra security checks and is one of the fastest and most secure ways you can confirm it’s really you.

Will my phone number be used for any other purpose?

No. Apart from texting passcodes to your mobile or calling your landline 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 telephone number. Find out how to update your telephone number online. Alternatively, you can visit your  local branch or call us.

Will I be able to make a payment if I don’t have a mobile phone?

There are other options to verify your payment. If you don’t have access to a mobile phone, you can use a landline number instead. If you have a tablet, you can use the app.

Just make sure you have the app and any phone numbers registered with us, first.

What happens if I don’t have signal or network coverage?

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 the app to verify yourself.

Just make sure you have the app and any phone numbers registered with us, first.

What ways can I verify myself?

There are a few ways you can verify yourself when signing in or paying for things online. You can:

• use the 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 the app and any phone numbers registered with us, first.

When I signed in, I was asked to ‘trust this device’. What does this mean?

If you choose to trust the device you use to sign in (like your home computer, laptop, tablet, or mobile), it means we won’t need you to go through the extra security checks the next time you sign in. You should only trust devices that are secure and aren’t used by people you don’t know.

Why can’t I sign in to Online Banking?

If you don’t have a mobile phone or landline number, and you usually access your Internet Banking account through a public or friend’s computer, so you’re unable to trust the device you’re using, you won’t be able to sign in to Online Banking. You will need to visit your local branch or call us for your account information. 

I had already trusted my device, why is it asking me to trust it again?

If you’ve trusted your device, but have cleared your browser data, for example you’ve cleared your cookies, cache or browser history. Or, you’re using a new browser you will be prompted to trust your device again.

My contact details are missing or incorrect.

If you haven’t registered a mobile or landline number, or your number is incorrect, you will need to call us or visit your local branch to update them. We’ll need to text a passcode to your mobile or call your landline, so it’s important that these are kept up-to-date.