What do I do if I’ve lost or forgotten my Online Banking log-in details?
It depends on which part of your log-in details you’ve forgotten:
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You can retrieve this online by selecting ‘Forgotten your membership number?’ on the log-in page and then following the instructions.
![Forgotten your membership number]()
You’ll be asked to enter your surname, date of birth and the following details based on the account you’re logging in to.
- Current or savings account – your debit card number and the 3-digit security code on the back
- Mortgage account – your mortgage account number
- Investment account – your account number and country of nationality
Your membership number will appear on the screen.
![Membership number]()
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You can re-order your passcode online by clicking the 'Forgotten your passcode?' link (by the passcode field) on the log-in page, but for security reasons we have to send this to you in the post. You can also request a new passcode in branch, but this will also be posted out to you. Please note that you can only order a passcode once in 7 days.
A new passcode will be sent to you in the post. This can take 5 business days. Please note that you can only order a passcode once in 7 days.
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You'll have 3 chances to select the letters from your memorable word. If you enter it incorrectly 3 times, you'll need to log in using Mobile PINsentry or a PINsentry card reader instead.
If you’ve forgotten your memorable word, you’ll first need to re-order a passcode in order to reset it. You can see how to do this above.
If you have a PINsentry card reader or Mobile PINsentry, you won't need your memorable word to log In.
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When you save your login details, you won't need to type in your details on the device you’re using when you next log in. This won't save your passcode or memorable word. For security reasons, however, we don’t recommend that you tick this option on any public or shared devices. You need to make sure you’ve switched on cookies in your browser in order for this to work.
