One Time Passcodes (OTPs)
To increase your security online and help fight fraud, we use a One Time Passcode (OTP) to authorise certain transactions. Your OTP acts as a secure key to your account, helping to stop anyone but you authorising transactions on your account.
When we need you to authenticate a transaction, we’ll send an OTP to the mobile phone number you’ve registered with us. Each OTP is unique to the transaction you've made. You’ll enter it on screen as part of an online card purchase, or, for example, when you’re registering for our Mobile Banking app, so that we know it’s you.
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.
It's fraud if anyone asks you to tell them your OTP
If you think your Santander accounts have been compromised, or you may have given out your security details, please call us immediately on: 0800 085 0937
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.
You're not charged for receiving an OTP.
Update your registered OTP number to your new number
You can call us on 0800 085 0937 to update your mobile number. As OTPs are individual to each user, the person who’s contact details have changed will need to contact us themselves.
What to do if you receive an unexpected OTP
If you get a One Time Passcode when you’re not making a transaction, it’s likely to be fraud. Call us straight away on 0800 085 0937 and don’t share the code with anyone, either 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.
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 our fraud pages for more information on how to spot a scam.