Changes to how you log on to Online Banking

To help with a smooth transition some of the changes will be phased over the coming months. We’ll be making some of the changes soon, such as a new look and feel as well as some changes to the security details such as removal of password, image/phrase and full entry of security number (for those who haven’t already).

We’ll be in touch to let you know when to expect to see changes to how you log on to Online Banking or you can check back here for updates. 

Padlock

What’s changing?

You already enter your security details to gain access to Online Banking, for example your Personal ID and Security Number, Registration Number or 5-digit PIN.

The new regulation asks us to add an additional check to confirm it’s you. You can do this one of the following two ways:

1. By having our personal mobile banking app. 
When you log on to Online Banking you’ll 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. You can then continue to use Online Banking as you normally do.  

2. By using One Time Passcode (OTP). 
If you don’t have our mobile banking app, we’ll send an OTP to your mobile phone as the additional check that it’s you. 

Whichever way you choose, we’re only using the mobile banking app or the OTP to help confirm it’s you. You can continue to use your personal Online Banking as normal once the check has been completed.

Changes to how you authorise online card purchases

When you shop online, you may sometimes be asked to take an extra step to verify that it's you making your purchase using the mobile app or via an OTP.

 

If you use our mobile app, you'll be directed to the app to authorise purchases using Face ID, Touch ID, Fingerprint or if you're not set up for biometrics you can use your Security Number.

 

If you don't have our mobile app, you'll still be able to authorise purchases via the OTP that we'll send to your registered mobile phone number.

Why not try our mobile banking app?

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.

app store badge google play badge

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 Online and Mobile Banking. 

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

To download our app, your device needs 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.

Don’t worry if you can’t download the mobile banking app – you can still continue to use Online Banking as normal, we’ll send you a OTP as the additional check to confirm its you. Please make sure we have the correct mobile number for you for the OTP. 

Here to help

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. 

Why do we need a second way to authenticate? 
The new regulation asks Santander to complete an additional check to confirm it’s you when you log on to Online Banking or perform certain transactions.
 
Do I need to have the mobile banking app to continue banking online? 
No, you’ll still have the option to use One Time Passcode (OTP).
 
I don’t want to download the mobile banking app, will I need to move my account to another company?
No, you will be able to use OTP as a way to confirm it’s you. 
 
Will I be able to continue using Online Banking without a mobile? 
We require you to have a mobile phone because for some transactions we need to text you a One Time Passcode for authorisation. This is highlighted in our terms and conditions.
 
Will I still need to enter a password or check my Image & Phrase? 
No, we’re removing these steps with the introduction of the mobile banking app or OTP check. You’ll still need to use your password for certain transactions if you call us.
 
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 be affecting both personal and business customers.  You’ll need to use the personal mobile app for personal Online Banking and the business mobile app for Online Business Banking.   
 
If you need to get in touch with us

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

Or call us on 0800 917 9170.

Send us a tweet

Please don’t tweet your personal

  or banking details

Visit us in branch