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. 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, 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.
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.
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
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:
- log on to the Mobile Banking app
- tap ‘More’ in the bottom-right corner
- choose ‘My details and settings’
- tap ‘Review details using chat’
- a new chat window will open and you’ll be asked what you’d like to change
- follow the on-screen instructions to change your details.
For Online Banking:
- log on to Online Banking
- click ‘Chat with us’ on the right-hand side of the screen
- ask to change your OTP
- follow the on-screen instructions.
You’ll need to authorise the change using our Mobile Banking app
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 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.