Changes to Online Banking

We’ve made some changes to how you bank and shop online as a result of new regulation which affects the whole banking sector.

1. Online Banking has a new look

When you log on, you'll notice that the Online Banking log on screens look different to before. We've got a new design and we've made it easier for you to log on.

You'll now only need your Security Number and Personal ID to log on. You won't need Image and Phrase anymore. 

New Online Banking log on screenshot


2. Extra security when you shop online and for some transactions

You may be asked to take an extra step to verify that it's you when logging on to Online Banking and when making a transaction, or when you use your card online. You can do it in the following ways.

With our Mobile Banking app

You may be referred to the mobile app, which will simply ask you to use your fingerprint, face or Security Number as the additional check that it's you.

With One Time Passcodes

If you don't have our Mobile Banking app, we'll send you an OTP to your mobile phone number to check that it's you. 

Once we’ve confirmed it’s you, you can continue as normal.



If you haven’t already, download our mobile banking app and follow the instructions to get started.

  • If you have an Apple device go to the App Store and search ‘Santander Mobile Banking’.
  • If you have an Android device go to Google Play and search ‘Santander Mobile Banking’.
  • Or click the links below.

You can download our app on your mobile phone or device from the iOS App Store or the Google Play Store. Just click on one of the logos below to get started. We don’t ever recommend downloading apps from other third-party sites.

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Once you have the app, you may find that Mobile Banking is another convenient way for you to bank. Lots of our customers use both Mobile and Online Banking.

What you should do if you can't download the app?

To download our app, your device needs to be running iOS 13 or above for Apple and Android 8 (Oreo) or above. 

If you don't know what your device is running, you can find out on our mobile banking page in the 'Is your device supported?' section.

Don't worry if you can't download the mobile banking app as you can still continue to use Online Banking as normal. We'll send you an OTP as the additional check to confirm it's you. Make sure we have the right number for you

How does Mobile Banking compare to Online Banking? 

You have more options to take care of your cards and accounts in our mobile app. You can also sign up for My Money Manager, which looks at what you do in your Santander accounts and sends you helpful 'insights' to help you be smarter about your spend.  

FeaturesMobile Banking Online Banking
Make payments and transfers
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View, cancel or set up standing orders
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View or cancel Direct Debits
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View statements
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Pay your credit card
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Link external accounts with Open Banking
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Report your card as lost or stolen
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View your PIN
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Mastercard card controls (freeze/unfreeze, gambling, international, contactless and online blocks)
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My Money Manager spending and insights tool
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Update your personal details
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We're committed to helping you understand the importance of these changes and how they impact you. Here are some of the questions customers are asking us about the new banking regulation. 

Will I be able to use Online Banking without using a mobile device?

Using a mobile phone to authenticate certain things you do in online banking is an option, you can find out more about our mobile banking app here. If mobile phone is not an option for you then talk to us about alternatives.

Why do I need to enter my full Security Number rather than a few numbers?

We've listened to your feedback and made the decision to revert back to full entry of Security Number coupled with the mobile app or OTP to make it easier to log on going forward. 

What happens if I'm also a Business Banking customer?

The changes will affect both personal and business customers.

If you’re having problems logging on, please see our trouble logging on page. You can also reset your details if you’ve forgotten them.

Alternatively, you can contact us

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