Locked out of online banking
Here's how to get back in to the banking app or internet bank if you're locked out.
Use your card reader
You can log in with a Visa debit card and card reader if you got locked out for using the wrong passnumber 3 times.
To reset your passnumber on the banking app:
- Open the banking app.
- Click the Forgotten passnumber link.
- Follow the on-screen instructions.
If you have set-up biometrics, we will ask you for a photo to double-check it’s you. Otherwise, you will need to have your Visa debit card and card reader to hand.
To reset your passnumber on the internet bank:
- Log into our internet bank.
- Choose Manage my details and settings.
- Find My security and choose View or change my security settings.
- Find My Passnumber.
- Choose Change, then follow the steps given to you.
Register again
If you still can't log in after trying your card reader, or don’t have access to a card reader, you'll need to register for online banking again.