Multi-factor authentication

We have made some changes to ​how we verify your identity when accessing and managing your accounts online​.

What is multi-factor authentication?

Multi-factor authentication provides you with an enhanced level of security when logging in and making transactions online, by confirming your identity in more than one way.

When you bank online, you may need to undertake extra steps to confirm it’s really you. We will verify that it is you making the transaction by either sending you a code via text message or automating a call to your landline. You might be familiar with our transaction confirmation service already or use similar services with other financial providers.

Why are we making these changes?

As part of new regulations that are coming into force soon, multi-factor authentication is being introduced to help provide extra protection for you and your money when accessing and managing your account online. This is something that all banks and building societies are introducing or extending where they don’t do this already, and will help to further reduce fraud.

What does this mean for you?

You will have to undertake extra steps to confirm it’s really you when:

  • Logging into your account
  • Making a payment
  • Managing your account online

We will send you a code via text message to the mobile telephone associated with your account or an automated call to confirm a code displayed on your screen. These codes, in addition to your account password and personal details, will allow us to confirm the login or transaction has been made by you. Making managing your account online even more secure.

What do I need to do?

Your contact details with us need to be up to date so that we are able to successfully authenticate your actions.

If you are unable to login please contact us to update your details either in branch or agency or call us.

If you receive a text message or a call that you did not initiate, please do not respond or provide any information, instead contact us directly on 0345 1200 100.

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Further information to help you to protect yourself

Find out more

More of your questions answered

What will happen if I don’t have a telephone number registered against my account, or my listed number is incorrect?

If you have at least one correct telephone number on your account, you can log in online and amend the telephone numbers that are incorrect.

When you do this you will need to receive an automated call to the telephone number which is correct to verify the changes.

If the telephone number registered against your account isn't accessible, or if all of your telephone numbers are wrong you will need to contact the Customer Contact Centre or visit your local branch to get your telephone number updated.

I don’t live in the UK - can I still receive a text message on an international number?

Yes. There are no restrictions as long as the mobile phone number is logged against your account. However, you must have network signal rather than WIFI to be able to receive the message.

Will I be asked to authenticate every time?

Some payments do not always require multi-factor authentication. However, if you have made multiple payments within a short period of time, you may be asked to authenticate.

I am hard of hearing, how will I authenticate payments?

Customers who are hard of hearing will be able to select to receive a text message to their mobile phone rather than receive a phone call.

How will I know that the text message is genuine?

We will only send you a text message if you trigger this through a transaction or login. We will never send you a link to click through or ask you to reply to a text message. If you are concerned about a text message you have received you should contact us immediately.

I don’t have a payment account but I do have accounts that I manage online. Does this affect me?

Yes, from 8th September when you login to the website you will be asked to authenticate. We will contact you via your mobile phone or landline depending on your preferences.

I do not have a mobile number and my landline has call privacy screening setup - how will I authenticate?

Please add one or more of the below relevant numbers to your list of safe callers with your call protection provider. This will prevent the authentification call being blocked once multi-factor authentication is in place from 8th September. ​

YBS – 03451200805
CBS – 03458504041
Accord – 03334141105