Frequently asked questions about our sign on process
Our sign on process helps to keep your financial information secure. However, if you have a problem or a query about it, we just might be able to help you here.
What can I do to help me remember my 6 digit passnumber?
Why are parts of my passnumber visible when I use the drop down lists?
I have difficulty using a mouse. How can I sign on?
I am visually impaired and use a screen reader. Can I still sign on?
What does Nationwide do for members who lose money fraudulently?
What should I do if I suspect one of my accounts has been used fraudulently?
What can I do to protect myself from online fraud?
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What can I do to help me remember my 6 digit passnumber?
Try breaking the number down into three smaller numbers e.g. 715963 becomes 71, 59 & 63. It is easier to visualise these three small numbers than one larger 6 digit number. You can also change your passnumber to something you find easier to remember. To do this, sign onto the Internet Bank, go to "Preferences" and select "Change Sign On Details".
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Why are parts of my passnumber visible when I use the drop down lists?
The passnumber is only part of the sign on process. Anyone attempting to access your accounts would have to know the 10 digit customer number, one of your memorable data items (which still remains asterisked out) and would have to recall which three of the six digits were requested and the corresponding numbers selected. Given that your memorable data remains "hidden" and that only three random digits are requested, we feel that members are adequately protected from the casual observer. Wherever possible, we encourage members to ensure that they are not being observed when signing on. If at anytime you feel that any of your details have become known, you can change them within the Internet Bank, by selecting "Preferences", "Change Sign On Details".
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I have difficulty using a mouse. How can I sign on?
You can use the Tab key to navigate between the fields and the up/down arrows to select the appropriate digits from the lists.
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I am visually impaired and use a screen reader. Can I still sign on?
Yes, pages should be readable on all major screen reader software, although for the purposes of testing, Nationwide checks web pages using Jaws 6. You can navigate through the fields using the Tab key and up/down arrows. Full help is provided from a screen reader link on the sign on page.
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What does Nationwide do for members who lose money fraudulently?
With our Internet Banking Promise, we cover members' losses where fraud is proven and the member has taken steps to keep passwords and security information secure.
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What should I do if I suspect one of my accounts has been used fraudulently?
You should contact Nationwide immediately on 08457 30 20 10.
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What can I do to protect myself from online fraud?
We would advise anyone using Internet Banking to keep their memorable data and passnumber confidential. We also encourage customers to install and maintain up-to-date anti-virus software. In addition, personal firewalls and up-to-date browsers can reduce the likelihood of online fraud. Where possible, we would advise members against using Internet Cafés to manage finances online. While most such establishments are reputable, there have been documented instances of key logging software being installed on shared computers.
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