Security Device

The Security Device generates a Security Code every few seconds, which you will use to log on to the Online Banking Service, together with your chosen Username and Password.

Once you have entered a code during logon, it cannot be accepted again. Because of this, the Security Device offers increased protection against risks such as phishing and spyware.

The Security Device allows you to log on and access your Entities from any internet connected computer with the same Username and Password.

Read on to learn more about your Security Device.

How does my Security Device work?

Your Security Device generates Security Codes that you can use for Online Banking. After entering your Username and Password, we will ask you to type in a Security Code from your Security Device to log on to Online Banking. Your Security Code is matched with a Security Code that we generate at the same time. We use your Security Code along with your Username and Password to confirm your identity and give you access to Online Banking.

How it works:

Your Security Device uses a mathematical formula to create your Security Codes. We will check these Security Codes against a set of Codes that we create at the same time, using the same formula.
Your Security Device does not send any signals directly to us. We check your Security Code when you log on to Online Banking or when you make certain requests online.
Your Security Device is unique to you. It will not work with anyone else’s accounts and you cannot use anyone else’s Security Device to access your accounts online.
You will need your Security Device every time you use Online banking and you can use it wherever you would normally bank online.
Using your Security Device will help you stay secure while banking online. By using something you know, like your Username and Password, and something you have, like your Security Device, you will stay one step ahead of fraud. If you lose your Security Device, anyone who finds it will be unable to access your accounts online because they do not know your Username or Password.

If someone has access to your Username and Password, either through a phishing attack or because harmful spyware or malware is operating on your computer, the fraudster will be unable to access your accounts online because they don't have your Security Device. Your Security Device will generate a new Security Code every time you use Online Banking, so without your Security Device, no one can access your accounts online.

Using what you know along with your Security Device, you can bank online with confidence.

To learn more about phishing and other threats, and about keeping your details and your computer secure, visit our security pages on our global website.

How to use the Security Device

Using your Security Device is straightforward:

1. Enter your Username into Online Banking, then click ‘Continue’.

2. You will see a new screen asking you to type in your Password and Security Code. Press the button on your Security Device to generate a Security Code.

3. Type the Access Code displayed on your Security Device into the space provided on the screen, then click ‘Continue’.

4. You will then see your Welcome page and can continue to use Online Banking.

If your Security Device is lost, stolen or damaged, you can order a new one through the Helpdesk on 0845 587 3301 (+44 1226 26 1013 if calling from outside the UK). If your Security Code has been entered incorrectly too many times, your Security Codes may have been temporarily barred. If this is the case, your Security Device will enable again after a period of time.

Frequently asked questions

When do I need To use my Security Device?
You will be asked to enter a Security Code each time you log on to Online Banking, so keep your Security Device handy.

I have ordered a Security Device but it hasn’t arrived yet. What should I do?
Your Security Device should arrive within 4 working days. If you call the Helpdesk, they will automatically order a new one for you. If you live outside the UK wait 21 days before ordering a new Security Device because it will take longer for your Security Device to arrive.

I have ordered several Security Devices for my Business Users and none have arrived. What should I do?
Please contact the Helpdesk on 0845 587 3301 (+44 1226 26 1013 if calling from outside the UK). We will be able to investigate, confirm your address and find out what has happened.

What happens if my Security Device battery runs out?
It is unlikely that your Security Device battery will run out before your Security Device expires in about 5 years. If your Security Device ever stops working, you can order a new Device by calling the Helpdesk. When your Security Device is due to expire, we will automatically send you a new Security Device.

I use Online Banking for both my personal and business accounts. Do I need two Security Devices?
If you use the same User ID for both services, you can use one Security Device to access them all. If you have more than one User ID we will send you a Security Device for each.

Can I use it abroad?
Yes, your Security Device will work everywhere you normally access Online Banking.

What if the button is accidentally pressed and a number is created without my knowledge?
Your Security Device can generate an almost unlimited number of different security codes without any security issues. You do not need to use every security code that is generated. When you want to log on to Online Banking, we will ask you to type in the current Security Code from your Device.

I have been using your previous Internet Banking Service which has no Security Device. Is this more secure than my current security?
The Security Device is a tool to help protect you against the increased threat of phishing and other fraud. It is another way we are working to help ensure your personal information stays secure. To learn more about phishing and other threats, visit our security pages on our global website.

Is it affected by time zones when I travel abroad?
No, your Security Device is unaffected by crossing time zones. You can use it anywhere you would normally use Online Banking.

What if I am unable to use the Security Device due to a disability?
Please call the Online Banking Helpdesk on 0845 587 3301 (+44 1226 26 1013 if calling from outside), and we can discuss the alternatives that are available to you.

Do I need to activate my Security Device before using it?
Once you have received the Security Device and first time you log on to Online Banking, you will be asked if you are a new User and asked to enter some details. After this page you will be asked to enter a Password, the serial number from the back of the Security Device and a security code. Once this is complete, you will be logged in and you can use can use your Security Device from then on.

Does the Security Device send any electronic signals that could be intercepted?
No, your Security Device cannot send or receive electronic signals. For more information about how it works, visit how does my Security Device work?

What do I do if I think someone else has access to my Security Device?
You should order a new Security Device by calling the Helpdesk on 0845 587 3301 (+44 1226 26 1013 if calling from outside the UK) as soon as possible. They will permanently bar the Security Codes from your existing Security Device. We will then suspend your Security Device and order you a new one.

For my joint account, can both of us use the same Security Device?
No, just like your Username and Password, your Security Device is unique to you.

What happens if I don’t have my Security Device with me when I want to use Online Banking?
You need to use your Security Device every time you log on and use Online Banking, so it’s important that you keep it handy. If you don’t have your Security Device with you and need to do something urgently, please call your Relationship Manager.

When I press the button on the Security Device, it takes several seconds for the Security Code to be displayed. Is something wrong with my Security Device?
A small pause is normal. Every time you press the button, the Security Device runs a programme to generate your Code and this causes a short delay.

My Security Device has been lost or stolen. What should I do?
The best thing to do is to call our Online Banking Helpdesk on 0845 587 3301 (+44 1226 26 1013 if calling from outside the UK), to suspend your Security Device and order a new Security Device. This will permanently bar your existing Security Device.

I want to order a new Security Device but I’ve moved address. What should I do?
If want to order a new Security Device and we do not have your up to date address, you must contact the Online Banking Helpdesk on 0845 587 3301 (+44 1226 26 1013 if calling from outside the UK), to suspend your current Security Device. You can then update your address by writing to us. Once your address has been updated, call the Helpdesk to order a new Security Device.

Will there be a charge for a replacement Security Device?
We will not charge you for a replacement Security Device.

Why did I receive an error message after entering the Security Code from my Security Device?
There are a few things you could check:

Make sure you are using your own Security Device
Have you already used this Security Code in the last few seconds? If you generate two Security Codes very close together, you may regenerate the same one. Wait 30 seconds and press the button to get a new Security Code.
If you are still having problems, you may need to order a new Security Device. Call the Helpdesk on 0845 587 3301* or +44 1226 26 1013 if calling from outside the UK to order a new one.