Online Banking might seem a little complicated at first. So we've put together these answers to some questions you might have. Just select the heading to access the FAQs you're interested in.
One Time Passcode (OTP)
One Time Passcode (OTP)
What is OTP?
What is OTP?
One Time Passcode (referred to as 'OTP') is one of our security measures. It's only used for setting up new payment instructions (for the first time only), or changing important information (like your contact details). It's great, because you only need to register a mobile phone number with us to use it - and you don't need to remember any new passwords.
How does OTP work?
For certain high security procedures, like paying a new recipient, we'll send you a text message when you reach the 'Confirm details' stage of the transaction. This text will contain a 'One Time Passcode'. Simply enter the code in the on-screen box to complete the transaction. Essentially, it's an additional security level because it's unlikely a fraudster will have both your internet log on details and your mobile phone.
Can I see an OTP demo?
Watch our demo to see how One Time Passcode (OTP) works.
Do I need to register for OTP?
No. It is not compulsory to register for One Time Passcode.
However, it is necessary if you want to carry out a number of online high security transactions including payments and changes to your personal details. Once registered you will be protected by leading security technology providing you with peace of mind.
Which transactions require OTP?
You don't need OTP for the majority of transactions. You don't need it to log on, make a payment to someone you've paid before or view your balances or transactions. But you will need it for high security transactions, such as paying a new recipient, changing your address or ordering a new debit card PIN.
How quickly will I receive an OTP text message?
Ask for a transaction that requires an OTP and, when you reach the 'Confirm details' screen, you should receive an OTP on your mobile in seconds. In exceptional circumstances, it could take a couple of minutes. Importantly, the OTP code is only valid for that transaction, so you don't need to memorise it.
What happens if I change my mobile number?
You can change the mobile number we send OTPs to in Online Banking via the 'My Details & Settings' tab. As a precaution, we'll send an OTP to your old mobile to authorise the change.
If you no longer have access to this phone number you can call our Online Banking Helpdesk and one of our advisors can help you do this over the phone.
NOTE: If you need us to do this over the phone, you must know what your old mobile phone number was to pass the necessary security questions.
Why do you use OTPs instead of card readers?
Some UK financial companies use card readers to generate passcodes for customers performing high-risk transactions. For your convenience, we use your mobile phone instead, so you don't need to carry around an additional device.
How do I use One Time Passcode if I do not have mobile phone coverage?
OTP can only be used in conjunction with a registered mobile phone with network coverage. However, don't forget that the majority of commonly used online banking transactions do not require OTP. You can still make a payment to a new recipient using our branch or telephone banking service. Once a new recipient is set up, subsequent payments can be made online without the need for OTP.
Will it cost me anything to receive a text message containing a One Time Passcode (OTP)
Santander will not charge you for sending an OTP message. At the time of writing, most UK mobile providers do not charge you to receive text messages, even when abroad. However, you should check with your mobile phone provider to confirm whether or not you would be charged
Will One Time Passcode (OTP) work if I'm overseas?
You can receive OTP overseas if your handset and SIM card allow global roaming and the country you are in operates a compatible network. Please check with your mobile phone service provider before you leave for further information about global roaming.
What will happen if I enter a One Time Passcode incorrectly?
If you enter the code wrong 3 times, you will need to start the payment again
Will my OTP code expire?
Yes. Your OTP code is only valid for that particular transaction or once you have logged out of the Online Banking session you requested it in.
This includes sessions that you have automatically been logged out due to a period of inactivity.
If your session has timed out before you have been able to enter your OTP code, you will need to log on and request the OTP code again to complete the transaction.
I have received an OTP message which I did not request. What should I do?
In such circumstances you should contact us immediately on 08459 724 724* and provide them with the details we can verify whether the transaction is fraudulent. Lines are open 24 hours a day 7 days a week.
How do I use One Time Passcode if I do not have a mobile phone?
Unfortunately without registering a mobile phone for OTP you will be not be able to use One Time Passcode. This means that you won't be able to carry out certain high security transactions, such as paying a new recipient, changing your address or ordering a new debit card PIN within Online Banking.
You will still be able to check your balances, transfer money between your accounts, pay people you've already paid before and set up email alerts.
If you need to set up a new payee or amend a Standing Order then you can still complete these types of transactions using our Telephone Banking service or going into your nearest branch.
OTP is one of the security measures we use as part of the Santander Online Banking Service.