Changes to how you log on to Online Banking

We’re making some changes to how you log on to Online Banking as a result of new regulation which affects the whole banking sector.

We’re continually improving Online Banking and these changes, called Strong Customer Authentication (SCA), affect how we check it’s you when you use Online Banking.

We’re starting work on this now and the main thing you’ll need to do is download our mobile banking app to be able to use Online Banking.


What’s changing?

As well as seeing a new look to Online Banking when you log on, you’ll need 3 things:

  • Your Personal ID
  • Your full Security Number, also known as Registration Number or PIN (5 digits)
  • Your phone or device with the Santander mobile banking app installed

You won’t need anything else you previously used to log on to Online Banking (such as image and phrase or password).

We may refer you to the mobile banking app when you log on to Online Banking or to verify some transactions. Your Mobile Banking device is registered to you, so this helps us to check it’s you.

What you need to do

  • 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.

app store badge google play badge

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

To download our app, your device need to be running iOS10 or above for Apple and Lollipop 5.0 or above for Android.

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.

If you can’t download the mobile banking app, for now we’ll still be able to send you a One Time Passcode (OTP) to check it’s you, so make sure the mobile number we have for you is up-to-date. We’ll also still use OTP for some transactions.

If you don’t already have the mobile banking app or a valid OTP mobile number, you won’t be able to use Online Banking once these changes come into place.

Here to help

If you have any questions about the changes you can:

Log on to Online Banking and send us a secure message.

Call us on 0800 917 9170.

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