FAQ
Why do I need to enrol for Security Questions?
If I don't enrol will it stop me from using Internet Banking?
Can I change the answers to my Security Questions?
Why must the answers to my Security Questions be different from my memorable data and passnumber?
Why have Nationwide chosen these types of questions?
When will I be asked these questions?
I have enrolled, so why haven't I been asked a question yet?
How do I know my answers are secure?
How long can my answer be?
Can I use symbols in the answer?
I have forgotten the answers to my Security Questions what do I do?
What do I do if I think somebody else knows the answers to my Security Questions?
Why do I need to enrol for Security Questions?
There's no change to the way you sign on to Internet Banking, but you will need to enrol once. If you haven't enrolled already, the first time you sign on we'll ask you to answer 5 from a list of 20 questions.
These Security Questions offer additional peace of mind when you carry out transactions on our Internet Bank as only you will know the answers.
Please remember that Nationwide will NEVER ask you for your Security Questions or answers.
If I don't enrol will it stop me from using Internet Banking?
Yes, in order to use our Internet Banking service you must enrol your for Security Questions.
Can I change the answers to my Security Questions?
No, unlike the memorable data and passnumber you are not able to change the answers to your Security Questions once you have enrolled. However, if you think that someone else knows the answer to your questions or you have forgotten the answers you should contact us on 08457 30 20 10.
Why must the answers to my Security Questions be different from my memorable data and passnumber?
To ensure that you are able to securely transact online you must ensure that your passnumber and memorable data are different from your Security Questions. You should not disclose any of your answers to anyone including a Nationwide staff member.
Why have Nationwide chosen these types of questions?
The questions were chosen to meet the needs of our diverse membership. We have listened to the views of people across a variety of age ranges and lifestyles. We have also taken into account industry standards.
Questions should not be taken too literally, if you feel you're unable to answer a question, either choose a different one, or provide an answer that means something to you. E.g. If you don't have a favourite song, you could answer with a song that is memorable to you, such as the song played at your wedding.
You can type what ever answer you like, it's not a test, as long as you give an answer that you will remember.
Please remember you only have to answer 5 from a list of questions. You won't be asked to answer a Security Question every time you use the Internet Bank. You will only be asked to answer a question if you're carrying out an activity you wouldn't normally do, so it could be some time before you have to do this.
When will I be asked these questions?
You could be asked a Security Question at any point whilst using our Internet Banking service.
I have enrolled, so why haven't I been asked a question yet?
You won't be asked to answer a Security Question every time you use the Internet Bank. You will only be asked to answer a question if you're carrying out an activity you wouldn't normally do, so it could be some time before you have to do this.
How do I know my answers are secure?
All the questions and answers are fully encrypted, which means no-one will have access to the answers, and they are not retrievable by anyone.
You must not disclose your answers to anyone, this includes Nationwide employees. If you do this could expose you to phishing and Trojan attacks.
Your answer must be at least 1 character long (a number or a letter), up to a maximum of 100 characters (numbers, letters or a combination of the 2).
Can I use symbols in the answer?
No, answers must be either letters or numbers or a combination of the two. No punctuation or symbols can be used. Answers are not case sensitive.
I have forgotten the answers to my Security Questions what do I do?
To continue using our Internet Banking service you will need to contact us on 08457 30 20 10.
What do I do if I think somebody else knows the answers to my Security Questions?
You should contact us immediately on 08457 30 20 10.