If you have any questions about logging in and out of your account, check the frequently asked questions below to see if we can help (just click the question and the answer will appear underneath):

Card readers have been issued to most Internet Bank registered customers with FlexAccounts to use when performing certain transactions on the Internet Bank. If you are one of these customers you will be able to log in using your card reader.

You have the option to use your memorable data and passnumber, however, you will still need a card reader to carry out certain transactions.

If you have not been issued with a card reader, when you log in to Internet Banking you will be asked to type in your customer number. This is the number we posted to you when you registered (you cannot choose this number).

Secondly, you are asked to enter an item of memorable data. This can be any one of the three items (date, place or name) that you provided us with when you registered.

Finally you will be asked for three digits from the passnumber - we also posted this to you after you registered. Using the mouse, select the requested digits using the drop down lists.

The log in link is situated at the top of each page above the search box or alternatively on our homepage on the left side of the screen next to the padlock.

View our card reader FAQs to find out about card readers and how you can use them to log in.

When you open an account online for the first time we issue you with a temporary customer number which allows you to track the progress of your application. Once your account is opened, we'll automatically send a new customer number and passnumber to your home address.

When you log in to use Internet Banking you'll need to use your new customer number and passnumber, along with the memorable data you chose when you first registered. You can change your memorable data and passnumber to something more memorable if you prefer.

We will post an individual customer and passnumber to your registered address within 5-7 working days.

If you haven't received your customer or passnumber within 7 days please call 01793 556811 for further information. In order for us to track the progress of your application we will need your registration reference number.

Log in to the Internet Bank and select 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.

Your Memorable Data (Memorable Date, Place and Name)
For security reasons, we may ask you for three items of memorable data when you register.

These should be easy to remember pieces of information that you will recall straight away when you are logging in.

Again for security reasons, we advise you not to use anything too obvious such as your date of birth, or your partner's date of birth. Don't use the name of the place you are living in and don't use your first name or your partner's first names.

If you register in a branch or on the phone, and have a current account with a Visa debit card, you will not have been asked to set memorable data when you registered. You will be asked to set your own memorable data once you have logged in with your Card Reader.

Memorable Date
This must be 8 numeric digits long. Do not use any spaces, slashes, dashes, or any other form of punctuation.

For example, if you chose the 25 December 1990, you would type two numbers for the day, 25, then two for the month, 12, and finally the four digits for the year 1990. You would end up with 25121990. The 3rd of December 1990 would be 03121990.

Do not use a string of repeated numbers like 11111111. Finally, do not use any dates on or before 31st December 1500 your last four digits cannot be in a year up to and including 1500.

Memorable Place and Name
Your memorable place/name can be between 6 and 12 characters long.

You can only use letters. Don't use any spaces, slashes, dashes, or any other form of punctuation.

Do not use a pattern of one character over and over again.

Finally, the place/name cannot start with the letters XQZ.

If you'd like to change your memorable data, please see question 'I want to change my memorable data and or passnumber'.

Your passnumber
We send you a 6 digit passnumber when we complete your registration. If you are not Card Reader enabled, you will be asked to enter 3 of those digits along with your memorable data when you login.

Your passnumber can be any 6 digit number but should not be something obvious that others may guess.

You will also need to use your passnumber to login the mobile banking app.

If you'd like to change your passnumber, please see question 'I want to change my memorable data and or passnumber'.

I'm sure I'm entering my details correctly, so why can't I log in to Internet Banking?

The message, "your details have been entered incorrectly", only appears when the log in details entered do not match the log in details you gave us when you registered. See How do I choose my Log in details for advice on how to check your log in details and memorable data format.

Check the passnumber box is not highlighted (i.e. dark blue in colour) before using the scroll wheel on your mouse as this could change the digit you've selected.

You may need to check your browser settings are correct.

If you have forgotten your:

Customer number:
If you have a Card Reader and a Current Account Visa debit card, you can look up your customer number using the customer number look up tool.

If not call us on 08457 30 20 10 for a reminder.

Memorable data:
If you have forgotten one piece of your memorable data, you can still use either of the two remaining pieces of data. If you can't remember any of your memorable data you can:

Please note; if you did not set your memorable data as part of registration, you will need to wait to receive your Card Reader before you can log in. Once you have logged in with your Card Reader, you can set memorable data on the 'My security' page within the Internet Bank.

Passnumber:
If you have forgotten your passnumber you can:

This means you have entered your log in details incorrectly and have been locked out from using your passnumber and memorable data to log in. You can still log in using your card and Card Reader. Once logged in you can set new memorable information.

If you don’t have a card and Card Reader you will need to re-register.

Check you're typing the address into the address bar and not the search engine.

Also, try deleting your Temporary Internet Files as follows:

Choose 'Tools', then 'Internet Options'. Choose the General Tab. Under 'Temporary Internet Files', select 'Delete Files'. Under the sub heading 'History', select 'Clear History'. Click 'OK'.

We also recommend you check your browser settings.

If you are running a firewall we also recommend you check the settings (for example, to check it allows you to access secure sites). Your firewall manual will give you further information.

If you are receiving the following message 'session has expired' prior to logging in, then you will need to delete your temporary Internet Files as follows:

Choose 'Tools', then 'Internet Options'. Choose the General Tab. Under 'Temporary Internet Files', select 'Delete Files'. Under the sub heading 'History', select 'Clear History'. Click 'OK'

We also recommend you check your browser settings.

If you are using Netscape, or you experience further difficulties, please do not hesitate to contact us.

You should receive your log in details in the post within 3-5 working days. If you haven't received these after seven working days, please re-register. Alternatively, you can contact Nationwide Direct on 08457 30 20 10 for help.

This isn't the same as your account number and would have been sent to you when you registered for the Internet Banking service. If you've forgotten the number, and have a card reader and a FlexAccount Visa debit card, you can look up your customer number using this. Simply click, I've forgotten my Customer Number, on the login page. If not call Nationwide Direct on 08457 30 20 10 for a reminder.

If you enter your passnumber incorrectly three times you will be locked out from using your memorable data and passnumber to log in. You can still log in using your card and Card Reader and set a new passnumber.

If you don’t have a card and Card Reader you will need to re-register.

If you close your browser, but don't choose 'log out', then the Internet Banking session is still valid but will expire after 15 minutes of inactivity.

As the session ID is randomly generated and encrypted nobody else would be able to access your session.