Changes to how you shop online and use Online Banking Services

Don't get locked out

Regulation has changed how we bank online. These changes help fight fraud and make your online transactions more secure. There is an extra layer of security if you use Online Banking. This is known as Strong Customer Authentication (SCA) and was introduced on 14 March 2020.



What’s happening in 2020/2021?

Over the coming months, to keep your Credit and Debit cards safe and secure, we’re going add an additional layer of security to how you use your cards when shopping online. This is the next phase of SCA.  We will write to you about these changes to explain more.



Do I need to do anything to prepare?

Please make sure we have the correct mobile number for you. 

This means we can quickly and easily make sure it’s you using your cards or accessing your accounts online.


If you’re not yet set up for SCA and use a Credit or Debit card to make purchases online OR you currently access your Online Banking with a card reader you’ll need to make sure we have your correct mobile number.

You can update your mobile number by:


  • logging into your Online Banking, clicking on ‘Services & Settings’ and selecting ‘My Details


  • simply call our Customer Services team on 0345 601 6262 (Mon-Fri 9:00am - 5:00pm excluding Bank Holidays)


You can set up SCA for Online Banking services by:

Logging into your Online Banking and following the on screen instructions. You can set up SCA for Online Banking with a Card Reader. You can order a Card Reader free of charge through the 'Services & Settings' section on Online Banking or simply call our Customer Services team on 0345 601 6262 (Mon-Fri 9:00am - 5:00pm excluding Bank Holidays).

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FAQs about Strong Customer Authentication (SCA)

  • Does SCA affect me?

    Yes.  If you use our Online Banking services you will already use SCA for Online Banking.

    If you use a Debit or Credit card, you will be affected by this next phase of SCA. This will be reflected in new T&Cs to be issued to you over the coming months.

  • When do I need to sign up for SCA?

    Since 14 March 2020, everyone in the EU needs to have set up SCA in order to use our Online Banking services. Over the coming months, it will also be required for online shopping. We will write to you about this.


  • Do I have to use SCA?

    Yes, over the coming months, Strong Customer Authentication (SCA) will apply to credit and debit card holders as well as Online Banking users.


    Details about what you need to do if you use a Credit or Debit card will be issued to you over the coming months.


    You’ll need to follow the onscreen instructions to be able to access and use your Online Banking services. Every bank in Europe must implement these changes for customers.

  • What do I need to do?

    When you log in to your Online Banking services, we’ll guide you through the simple steps you need to take on your Online Banking screens.


    Right now, we’re asking some customers to update their mobile phone numbers. We will contact you directly if we don’t already have this information.


  • Why are you making these changes?

    These changes help fight fraud and make your online transactions even more secure. 

    We want to protect what’s important to you, so helping you keep your personal details and banking information safe is our number one priority.

  • What happens if I don’t set up SCA?

    If you do not set up SCA at your next log in when requested, you could be locked out of your online accounts at a future login.

  • I live outside the UK, do I still have to do this?

    Yes, SCA applies to all customers who use our online services. 

  • What is Limited Access?

    Limited Access provides you with the option to log in without two factor authentication (provided you have already set up and logged in with SCA in the previous 90 days). With limited access you can make payments between your accounts, to your saved beneficiaries or pay your existing bills, access ‘My Messages’, see your account list and view a limited number of transactions. If you need to access other services you will need to log in with your chosen SCA method.

  • Can you tell me more about PSD2?

    The Payment Services Regulations 2017 (PSRs 2017) came in to force on 13 January 2018. It sets out rules for banks and Third Party Providers (TPPs), which are licensed external parties that can offer certain financial services. As well as promoting innovation, PSRs 2017 aims to make payments safer and more secure.

  • If I only have a Deposit account / Credit card (and no Debit card) and don’t wish to use my mobile phone - what are my options for login?

    You can choose the SMS Text message option to set up SCA and will be guided through the on-screen instructions on how to do so. Each time you log in to your Online Banking an SMS Text message containing a code will be sent to your UK or Irish mobile phone.

    In the meantime you can use Phoneline Banking by calling 0345 793 0000 to do some basic banking, and can select an option to talk to one of our customer service advisers for further assistance to enquire about setting up SCA via SMS Text message. Our Customer Services team are available from Mon-Fri 9:00am - 5:00pm, excluding Bank Holidays).

  • I have an International phone number

    If you do not have a UK or Irish mobile number you will need to setup SCA using a Card Reader for accessing your Online Banking profile.

  • Can I opt out of this

    No. Under Payment Services Directive (PSD2) regulations it is mandatory for the bank to apply Strong Customer Authentication for certain online transactions.

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