Locked out of online banking
Here's how to get back in to the 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 app:
- Open the 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 in to our internet bank.
- Choose Settings.
- Under My security, choose View or change my security settings.
- Under My passnumber, choose Change.
- Follow the instructions.
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.