Strong Customer Authentication

Follow the steps below to set up your password or watch our video guide.

1. Go to the Card Management Portal
   
   
2. Select ‘log on with Temporary PIN/Password’
   
   
3. Enter your customer number
   
   
   
4. Enter the temporary PIN (from the text message we sent to your mobile phone) and click 'continue'
   
   
5. Enter the one-time passcode sent to you by text message
   
   
   
6. Enter the password you want to use from now on to authorise online purchases and repeat to confirm your password
   
   
   
7. Click 'Continue' and your password is created. This will be your personal password which you will use to approve online purchases along with the one-time passcode which we will text you.
   
   

If you have an eSafeID you can log on to the Card Management Portal to create a password using the same user id and passcode you use to log on to eBanking.

To set up your password:

• Go to the Card Management Portal
• Select ‘Log on with eSafeID’
• Enter your user id and passcode which you use to log on to eBanking
• Enter the six-digit one-time password displayed on your eSafeID device and click ‘continue’
• Enter the password you want to use from now on to authorise online purchases and repeat to confirm
• Click 'Continue' and your password is created. This will now be your personal password which you will use to approve online purchases along with the one-time passcode which we will text you

If you cannot remember your user id or passcode, contact our Customer Support team on 0345 600 2882*.

If you have forgotten your passcode, we’ll issue you with a temporary passcode which you’ll need in order to set up a new passcode on eBanking. Learn more about setting a new passcode.

Your password must contain:

1. 8 – 40 characters
2. A mixture of both uppercase and lowercase letters
3. A mixture of letters and numbers

The following special characters cannot be used: > <

It is important to make your password strong and hard to guess therefore we would recommend not using any sequential numbers i.e. 1234, characters i.e. abc or spaces.

You can change your password at any time.

To change your password if you initially created your password using a temporary PIN:

1. Visit the Card Management Portal
2. Enter your customer number (you can find this on our Mobile Banking app or by contacting us) and your existing password and click ‘Continue’.
3. Enter the one-time passcode sent to the mobile number we have registered to you and click ‘Continue’.
4. Create your new password and repeat the new password.
5. Click ‘Continue’ to save your new password.

To change your password if you initially created your password using an eSafeID device:

• Go to the Card Management Portal Card Management Portal
• Select ‘Log on with eSafeID’
• Enter your user id and passcode which you use to log on to eBanking
• Enter the six-digit one-time password displayed on your eSafeID device and click ‘continue’
• Create your new password and repeat the new password.
• Click 'Continue' and your password is updated.

If you created your password initially using the temporary PIN:

If you forget your password you will have 5 attempts to enter your password correctly on the merchant site before it is blocked and will need to be reset. Remember that your password will be a mixture of letters and numbers, set by you.

If you believe you may remember your password, you can check by attempting to log into our Card Management Portal - To do so you will need your customer number to log in.

If you cannot remember your customer number or your password after 5 attempts, you can contact us on our dedicated Strong Customer Authentication Line 0345 600 2882*. Where an advisor will be able to assist you

If you created your password initially using an eSafeID device:

If you forget your password, and created it initially using an eSafeID device, you can log on to the Card Management Portal using the steps set out in the ‘How do I log on with an eSafeID and register a password?’ FAQ.

After you enter your card details, you'll be asked to enter the one-time passcode sent to you by text message, followed by your password.

You'll have 5 attempts to enter your password correctly before it's blocked and needs to be reset. If this happens, please contact our Customer Support Team on 0345 600 2882*.

The One-Time passcode needs to be sent by text, the alternative solution is to use the Danske ID option.

If you don’t have a mobile phone, you may be able to receive one-time passcodes by voice message to a landline (please check with your service provider), or instead download and use the Danske ID security app on a tablet.

Your one-time passcode will remain valid for 3 minutes from the time you make your purchase on the merchant site.

If you weren’t asked to verify your payment, check you balance to ensure the payment has not left your account. If it has, you will need to contact the retailer they may be having an issue.

If you were asked to verify your payment, and you entered the details correctly, contact us on 0345 600 2882* Where an advisor will be able to assist you.