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. 

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

If anyone asks, stop immediately and contact us

Most transactions won’t need you to enter a One Time Passcode. We use this level of increased security for transactions such as:

  • paying somebody new
  • paying or transferring large amounts
  • ordering a new card
  • changing your address
  • buying something online with your card.

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.

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

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. Simply log on to Online Banking or Mobile Banking and follow the steps below. 

For Mobile Banking: 

  • click 'More’ in the bottom-right corner 
  • choose 'Help and contact us’
  • choose 'Chat with us’
  • ask to change your mobile number
  • follow the on-screen instructions. 

For Online Banking: 

  • click the red ‘Chat with us’ box on the right-hand side of the screen 
  • ask to change your mobile number
  • follow the on-screen instructions. 
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