To help fight fraud and to keep you safe when you bank online, we use One Time Passcodes (OTP). This helps stop anyone but you making changes or transacting on your account online. Find out more about how to change your OTP below.
We send an OTP to the mobile phone registered to your account. Each OTP will be unique to the transaction. 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.
Take a minute to read the message in full and check the details match what you’re trying to do.
If anyone asks you to share an OTP with them, don't do this. It will be fraud. Contact us straight away so we can help you.
OTPs reach your phone within seconds (or a little longer if your network coverage is weak). We can only guarantee delivery to customers who are in the UK with a UK registered number (+44).
It's fraud if anyone asks you to tell them your OTP
If anyone asks, stop immediately and contact us
You can change your mobile number in our Mobile Banking app.
- Tap ‘Menu’.
- Choose ‘Settings’.
- Tap on ‘My details’.
- Follow the steps on the screen.
You can also 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 get a One Time Passcode for something that you've not tried to do, it’s likely to be fraud. Contact us straight away and don’t share this OTP with anyone on the phone, in person, or online.
If someone calls and tells you to read out your OTP to them, it will be fraud. Never share your OTP with anyone, not even Santander staff.
Here are some examples that 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.
If you’re expecting a One Time Passcode (OTP) but you don’t get one, there are a few things you can check.
- Make sure your phone has signal.
- Chat with Sandi to check we have your correct mobile number.
- Make sure you’re using a UK registered number and you're in the UK.
- Check you haven’t hidden our alerts in your text messages.
- Check you haven’t blocked our push message number (ending 6337).
You should be able to unblock the phone number in your device’s message settings. Once you’ve unblocked the number and reattempted the transaction, the OTP should come through.
You can also check out our first time log on guide to see how to get a one time passcode sent to you.