What to do if...

Please call our call centre on 08457 30 20 10 for advice on how to re-register.

When you log in to our Internet Bank you'll be asked for your customer number, an item of your memorable data and 3 random digits of your passnumber. We're aware some of our customers are being asked to provide their full passnumber, mothers maiden name, date of birth or address details when they're logging in. Nationwide will never ask you for this, if you've been asked for this information it's likely your PC has been infected with a Trojan which could alter the log in page.

These are examples of what the log in page may look like if you've been infected with a Trojan:

There's an extra field asking you for the full six digits of your passnumber (highlighted in the red circle above). Entering this information means a fraudster has all the information needed to log in to the Internet Bank as you, and carry out fraudulent transactions.

If this has happened to you, you must take the following steps immediately:

• Run one of the anti-virus scans. Choose a different scan to your normal anti-virus software to make sure the Trojan is found (if you have the Trojan it's likely it has not been found by your existing anti-virus software)
• Once you have removed the Trojan you must log in to the Internet Bank again and change all three items of memorable data and your six digit passnumber

Once you've completed these steps, if you are still concerned about the security of your accounts you should contact us on 08457 30 20 10.

Log in to the Internet Bank and click on the 'Manage my details and settings' tab, then choose 'My security settings'. This will give you the option to change your memorable data and your passnumber securely. Alternatively you can phone our Call Centre on 08457 30 20 10.

If you were using your own computer at home, please log back in and click 'log out' to end your banking session. Always ensure you remember to click 'log out'.

If you were using any computer other than your own, please log in as soon as you can and check the balances of your accounts. You may also want to change your log in details. You can do this using the following procedure:

• After logging in and reaching the 'Overview of accounts' page, select the ‘Manage my details and settings’ tab
• Then select 'My security settings'
• You can change your memorable data and your passnumber. Your customer number will always stay the same
• Once you save your changes, they will take effect immediately.

We do not recommend you use an Internet Café or any other public terminal to carry out Internet Banking or shopping. Public PCs can easily be infected with viruses and Trojans which could capture your log in details.

If you have to use a public PC, please change your log in details as soon as possible on your own computer. Do not change your log in details on the public PC.

If you have used an Internet Café and are unable to change your log in details within a reasonable amount of time, i.e. you are going to be away for a considerable length of time, please contact us on 08457 30 20 10. We can block your access to Internet Banking to prevent your log in details being used should they have been compromised.

When using a wireless hot spot (an unsecured wireless network in a café, restaurant or on a train for example) there are certain precautions you should take to protect your personal information.

Ensure you have a firewall and up to date anti virus installed, make sure your browser is up to date with the latest security patches, turn off automatic logging in to websites, make sure any sites you visit have up to date certificates and consider using a VPN (virtual private network).

If you’re concerned about any of the above, visit the site of the hot spot provider you’re intending to use and check their security page for detailed advice.

You should contact your PC supplier for advice.

If you have a virus or Trojan present on your PC and it has been detected by your anti-virus software, you should follow the instructions to successfully remove it and run a full anti-virus scan afterwards to ensure your machine is clean.

If you think you may have a virus or Trojan and do not have anti-virus software, use a specialist tool (like Windows Malicious Software Removal Tool) to detect it and remove it. Then be sure to install and use anti-virus software. If after following the advice above you still have problems then contact your PC supplier.

Visit our useful links page for the websites of various anti-virus software and firewall providers.

Visit the protect yourself safe area of this website for advice on how to keep your PC up to date. For further information you can also visit our guide to Setting up your computer.

You should let us know immediately by calling us on 08457 30 20 10 and giving us details of the incorrect transactions. This will enable us to monitor your account and put a stop to anything fraudulent. You should also run a complete anti-virus check of your PC to ensure you have no viruses or Trojans present.

We take Internet security very seriously, and it's our responsibility to ensure our customers are aware of the importance of keeping personal banking information secure. Although you're protected with our Internet Banking promise, it's important you do your bit to keep yourself safe online.

As an additional security measure, we've introduced a message facility so we can keep you up to date with important service announcements.

Every time you log in to Internet Banking the date and time is automatically logged*.

If you are concerned that the last log in date and time is wrong, you should follow steps 1 and 2 in order:

1. Run a full anti-virus scan and follow the instructions if anything is found.
2. Change your log in details. When you are logged in to Internet Banking, select 'Manage my details and settings'. From here you must change all 3 items of memorable data and your passnumber.

You should monitor your account activity for any suspicious transactions and contact us immediately on 08457 30 20 10 if you are concerned in any way about your account details. We can also block your account from any fraudulent transactions and provide you with new log in information if required.

If you're just not sure if this was the last time you logged in, send us a secure message letting us know what your concerns are and we'll check your recent account activity for you.

Nationwide will never ask you for your personal banking information in an e-mail. If you have responded to an e-mail you now think may be suspicious in some way let us know immediately on 08457 30 20 10.

* Please note that if you access Internet Banking using a PDA or Microsoft Money, this will be recorded as the last time you logged in. Access using Nationwide's Telephone Banking will NOT be shown here.

You may have been infected with spyware or adware. You should run a scan like Ad-Aware or Windows Defender scan to detect and to remove it. Also, if you run Windows XP Service Pack 2 or newer, you can enable the pop-up blocker in Internet Explorer by going to Tools - Internet Options - Privacy tab and checking the pop-up blocker box.

You should let us know immediately on 08457 30 20 10 so we can block your account from any fraudulent transactions and provide you with new log in information. You should also run a full anti-virus scan of your PC to check for the presence of any viruses or Trojans.

If you have clicked on an unknown attachment, you should run an anti-virus scan immediately to check you have not infected your machine with a virus or Trojan. If something is discovered you should follow the instructions given to you by the anti-virus supplier. You should also delete the attachment immediately.

If you have responded to an e-mail you now think may be suspicious in some way you should run a full anti-virus scan and follow the instructions if anything is found. You should also monitor your account activity for any suspicious transactions and let us know immediately on 08457 30 20 10 if you are concerned in any way about your account details.

If you receive a suspicious email saying it’s come from Nationwide Building Society, you can forward it to us at phishing@nationwide.co.uk. This will ensure we can investigate it and make sure any fraudulent websites are closed down. When you forward an email to this address it goes into an automated process that unfortunately prevents us from responding to individual emails.

Many anti-virus software suppliers and Internet Service Providers (ISPs) offer a 'spam' filter that enables you to filter out unwanted e-mails. Doing this will help to keep junk e-mail to a minimum. See our Useful links page for more information.