Registering for Online Services 

Your account number is eight or nine digits long. You'll find this on a statement or on your cash card (if you have one).

If you can't find your account number, you can call us on 0800 121 8899 with your Telephone Security Details handy or visit your nearest branch and once we've confirmed it's you we'll let you know what it is. 

• If you can’t remember your Telephone Password or need to set one up for the first time:
• You’ll need to order a Password Letter.
• If you already have a Password Letter, you can reset your password now.

If you live overseas and you've already registered for Online Services, you can still manage your accounts online as long as you have an up to date telephone number to receive the automated call or text message on.

If you have an overseas address, you won't be able to register for Online Services. You can call us on +44 2476 555 255 to manage your accounts by phone. Just make sure you have your Telephone Security Details to hand.

We use a trusted third party to carry out our online identity checks. This is to protect you from identity fraud and also allows us to comply with money laundering regulations.

We ask for one of the following documents to prove your identity and use your selfie to compare with your ID:

• Valid passport (UK or foreign)
• Valid photocard driving licence (UK)  - full or provisional

To be able to login or register for Online Services, you’ll need to receive an automated call or text message so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

If you choose to receive a phone call

It won't take long and it won't be a real person. You won’t need to be able to hear the voice on the automated call.

• Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone. You won't be asked to do anything else.

If you choose to receive a text message

• This will be sent to your mobile number and will provide you with a one time passcode, which you will type into the fields shown on your Online Services screen. You will have 5 minutes to enter the passcode.

You may not have received the automated call because:

• You asked us to call you on your mobile, but you don’t have a signal. You'll need to answer the call so try again when you have a signal or select your home landline number instead. 
• You asked us to call you on a number you didn’t intend to, for example, your home landline rather than your mobile. Choose the correct number and make your request again.
• The number we hold for you is out of date. To check that we have the right contact details for you, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

If the automated call is blocked by your service, check your 'blocked' settings. You may need to add this number - 024 7601 6451 - to the list of numbers that should always be allowed, or to your Call Guardian approved list.

You won't be able to use Online Services if you don't have a phone. As part of our online security measures, we use an automated call or text message to confirm it's you registering, logging in, and completing certain actions within Online Services. If you don’t have a mobile, you can use your home landline.

The automated call number is 02476 016 451. It's the only number we'll ever use to confirm it's you when you log in and use your account. We'll only ever ask you to key or say the code you see on your Online Services screen into your phone.

If you have a call guardian or call minder service (e.g. Sky Shield), save it to your phone’s contacts so that the call won’t be blocked and you recognise that it’s us calling.

This number doesn’t accept incoming calls and you won’t be able to call it back. If you need to talk to us, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.