One time passcodes (OTPs)

We use a One Time Passcode (OTP) to authorise some transactions. Your OTP acts as a secure key, helping stop anyone but you authorising transactions or making changes to your account.

We send an OTP to the mobile phone registered to your account. Each OTP is unique to the transaction, and you enter it in your Online Banking, Mobile Banking or as part of an online card purchase so that we know it's you.

You're not charged for receiving an OTP.

Always review the full OTP message, checking it accurately describes your transaction. Never share your OTP with another person, not even a Santander employee.

OTPs usually reach your phone within seconds (or a little longer if your network coverage is weak). You can still get OTPs abroad if your mobile allows global roaming. Please check with your network provider to confirm availability and charges.

It's fraud if anyone asks you to tell them your OTP. If anyone asks, stop immediately and contact us

You can update your mobile number in Online Banking if you have access to your old number.

  • Log on to your account.
  • Click ‘My details & settings’.
  • Choose ‘Change OTP service phone number’.
  • Add your new number.

If you don’t have access to the mobile number that’s currently registered for OTP, we can update it for you. Call us on 0330 123 9860.

If you get a One Time Passcode when you’re not making a transaction, it’s likely to be fraud. Contact us immediately and don’t share this OTP with anyone on the phone, in person, or online.

If someone phones and tells you to expect an OTP and to read it to them, it will be fraud. Never share your OTP with another person, not even a Santander employee.

Some reasons criminals may use to try and persuade you to give them your OTP: 

  • they need to refund your account 
  • they need to secure your account
  • they need to stop a payment. 

Visit our  fraud and security page for more information on how to spot a scam. 

Was this helpful?

Do your banking online

Ways for you to manage your money without leaving home

Trouble logging on

You can reset your details if you already have Online Business Banking