To increase your security online and help fight fraud, we use a One Time Passcode (OTP) to authorise particular transactions. Your OTP acts as a secure key to your account, helping to 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 will be 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. For certain transactions we may ask you to enter your security details in addition to the OTP. 

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

You're not charged for receiving an OTP.

 

 

It's fraud if anyone asks you to tell them your OTP

Never share your OTP with another person, not even a Santander employee. 

If anyone asks, stop immediately and call us anytime on 0800 7 316 666.

For certain transactions, we provide an additional layer of security by asking you to enter your security details and/or by sending an OTP so that we can check its you. Read more about our online security here

OTPs usually reach your phone within seconds (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. 

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

If you enter the wrong OTP three times, you'll need to start your transaction again.

If you receive an OTP when you're not making a transaction, it's likely to be fraud. Don't share it with anyone on the phone, in person or online and call us immediately on 0800 7 316 666.

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

Here are some examples 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 the Fraud and Security section of our website for more details on identifying scams. 

As soon as you know you'll be changing your mobile number, update your details using Online Banking. Visit the My Details area and enter your new mobile number. You will need to access your old mobile number to access an OTP to authorise the change. 

If you don't have access to your old mobile number, call us anytime on 0800 7 316 666.

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