What to do if...
If you have a problem or a query, we might just have the solution here for you.
I didn't log off
I have a virus or Trojan
I clicked on an unknown attachment
I keep getting pop-up windows
I have used an Internet Café PC
My last sign-on date and time is incorrect
I responded to a suspicious e-mail
I am getting a lot of junk e-mail
I have noticed odd transactions on my account
My PC keeps crashing
I think my security details may have been compromised
I don't know how to keep my PC up to date
I have lost my sign on details
I want to change my sign on details
I didn't log off
If you were using your own computer at home, please sign back on and click 'Sign Off' to end your banking session. Always ensure you remember to click 'Sign Off'.
If you were using any computer other than your own, please sign on as soon as you can and check the balances of your accounts. You may also want to change your sign on details. You can do this using the following procedure:
- after signing on and reaching the 'My Accounts' page, click 'Preferences' in the blue bar at the top
- then select 'Change Sign On Details' from the menu on the left
- you can change your memorable data and your passnumber. Your customer number will always stay the same
- save your changes by clicking the blue button on the bottom right
- the changes take effect immediately
back to topI have a virus or Trojan
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.
I clicked on an unknown attachment
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.
I keep getting pop-up windows all over my screen
You may have been infected with spyware or adware. You should run a scan like Ad-Aware or Windows Anti-spyware scan to detect and to remove it. Also, if you run Windows XP Service Pack 2, you can enable the pop-up blocker by going to Tools – Internet Options – Privacy tab and checking the pop-up blocker box.
I have used an Internet Café PC
We do not recommend you use an Internet Café or any other public terminal to carry out online banking or shopping. Public PCs can easily be infected with viruses and Trojans which could capture your sign on details.
If you have to use a public PC, please change your sign on details as soon as possible on your own computer. Do not change your sign on details on the public PC.
If you have used an Internet Café and are unable to change your sign on 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 and we can block your access to online banking to prevent your sign on details being used should they have been compromised.
If you do not have your own computer and would like to use online banking, most of our branches have a terminal dedicated for this purpose. Please ensure you always click 'Sign Off' to end your session.
My last sign-on date and time is incorrect
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 this new message facility so we can keep you up to date with important service announcements.
Every time you sign on to Internet Banking the date and time is automatically logged*.
If you are concerned that the last sign on date and time is wrong, you should follow steps 1 and 2 in order:
- Run a full anti-virus scan and follow the instructions if anything is found.
- Change your sign on details. When you are signed on to Internet Banking, select 'Preferences' from the top menu. 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 sign-on information if required.
If you're just not sure if this was the last time you signed on, 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, WAP phone or Microsoft Money, this will be recorded as the last time you signed on. Access using Nationwide's Telephone Self-Service will NOT be shown here.
I responded to a suspicious e-mail
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.
I am getting a lot of junk e-mail
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.
I have noticed odd transactions on my account (e.g. bill payments)
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.
My PC keeps crashing
You should contact your PC supplier for advice.
I think my security details may have been compromised
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 sign-on information. You should also run a full anti-virus scan of your PC to check for the presence of any viruses or Trojans.
I don't know how to keep my PC up to date
Visit the security essentials area of this website for advice on how to keep your PC up to date. For further information you can also visit our your security section.
I have lost my sign on details
Please call our call centre on 08457 30 20 10 for advice on how to re-register.
I want to change my sign on details
Sign on to the Internet Bank and click on the 'Preferences' tab, then choose the 'change my sign on details' from the list on the left hand side. 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.