Signing on & off FAQs
How do I sign on?
My customer number starts with a 'T', what does this mean?
I want to change my sign on details
How do I choose my sign on details?
I'm sure I'm entering my details correctly, so why can't I sign on to Internet Banking?
I have forgotten all or part of my sign on details, what do I do now?
It says my account is locked out – what do I do?
I can't view the sign on page
When I click on the sign on page it says 'session has expired'
I haven't received my sign on details
What is my Customer number?
What happens if I enter my passnumber incorrectly?
How do I sign off?
I could not sign off and close the browser
When you sign on 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 Sign On link is situated at the top of each page above the Search box or alternatively on our homepage on the left-hand side of the screen next to the padlock.
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My customer number starts with a 'T', what does this mean?
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 sign on 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.
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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.
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How do I choose my sign on details?
Your Memorable Data (Memorable Date, Place and Name)
For security reasons, we 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 signing on.
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.
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 century 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.
Your Passnumber
We send you a 6 digit passnumber when we complete your registration. When you sign on you will be asked to enter 3 of those digits.
Your passnumber can be any 6 digit number but should not be something obvious that others may guess.
I'm sure I'm entering my details correctly, so why can't I sign on to Internet Banking?
The message, "your details have been entered incorrectly", only appears when the sign on details entered do not match the sign on details you gave us when you registered. See How do I choose my Sign on details for advice on how to check your sign on 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.
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I have forgotten all or part of my sign on details, what do I do now?
If you have forgotten your:
Customer number:
Call Nationwide Direct on 08457 30 20 10 for a reminder.
Memorable data:
If you have forgotten one piece of your memorable data, you may use either of the two remaining pieces of data. If you can't remember any of the memorable data you supplied, you will need to re-register to use the service.
Pass number:
For security reasons we can't tell you what your passnumber is or issue you with a reminder. You'll need to re-register to use the service.
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It says my account is locked out – what do I do?
This means you have entered your sign on details incorrectly. Your passnumber has been cancelled for security reasons. You'll need to re-register to use the service.
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Check you're typing the address into the address bar and not the search engine.
Also, try deleting you 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.
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When I click on the sign on page it says 'session has expired'
If you are receiving the following message 'Session has expired' prior to signing on, 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.
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I haven't received my sign on details
You should receive your sign on details in the post within 7 days. If this isn't the case, call Nationwide Direct on 08457 30 20 10 for help.
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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, please call Nationwide Direct on 08457 302010. We're available 24 hours a day, seven days a week and will be happy to remind you of the number.
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What happens if I enter my passnumber incorrectly?
If your passnumber is entered incorrectly three times you'll have to re-register as we're unable to find out your existing passnumber due to it being encrypted for security reasons. To re-register please view our Register page. You'll receive a reminder of your customer number and a new passnumber in the post within seven working days.
Once re-registered, please do not attempt to sign on until you've received your new sign on details, even if you recall your old details. Doing so will invalidate the new details.
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I could not sign off and close the browser
If you close your browser, but don't choose 'Sign off', 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.
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The sign off button is in the top right corner of the Internet Banking screen. Clicking on this will ensure your Internet Banking session is closed securely.
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