Secure Key - Help
Having trouble with your Secure Key? Well, you’re in the right place. This page will give you all the information you need, from how to activate your Secure Key to how to get it replaced. If you’re locked out right now or if you need to reset your details, please check out our interactive guide before going any further.
Fraud advice: Never give out your security codes to anyone. Fraudsters pretend to be people you’d trust, like a company you may pay bills to, a bank or even the police.
Activating your Secure Key
Once registered for online banking you will need to activate your Secure Key. To do this simply follow the instructions online or on your mobile. If you need any help check out the FAQs below.
How do I activate a new Secure Key?
How do I get an activation code?
What happens if my activation code expires?
How do I activate a replacement physical Secure Key?
What do I do if I’m not home when my physical Secure Key arrives?
Resetting your log on details
We know it’s not always easy to remember your log on details. So we’ve made it easy for you to reset them if you’ve forgotten them or you have locked yourself out of online banking.
If you can remember the 2 security questions you created when registering for online banking and have access to your Secure Key, you can reset your log on details online.
If you’ve forgotten these details, you can ask for new log on details online and activate them via our automated telephone system.
What if I've forgotten or locked my Secure Key password?
What if I've forgotten my memorable question or password?
What if I've forgotten all my log on details?
What if I've forgotten my username?
What if I'm locked out of online banking?
What if I've locked my physical Secure Key PIN?
Can I change my log on details?
Get help with your Digital Secure Key
What happens to my Digital Secure Key if I upgrade my phone or iPad?
What happens if the phone with my Digital Secure Key is lost or stolen?
If I have no internet or phone signal on my mobile phone, can I still generate a security code and / or use the app?
Will I need roaming on or off on my phone if I'm using my Digital Secure Key abroad?
What is a QR code and how do I use it to switch a Digital Secure Key to a new device?
Replacing a physical Secure Key
What happens if I lose or break my physical Secure Key?
How long will it take for a replacement Secure Key to arrive?
How long does the battery last on a physical Secure Key?
My physical Secure Key isn’t working. What should I do?
Why does my physical Secure Key keep switching off?
If I report my physical Secure Key as lost but then find it again, can I use it?
Can I recycle my old physical Secure Key?
Physical Secure Key troubleshooting
If you have a physical Secure Key, it'll tell you when something isn't right - the information below should help to troubleshoot the problem.
- This button is used after creating a new PIN
- Press to generate a transaction code for authorising new payments
- Press and hold for 2 seconds to turn on the device
- Press once to delete one character
- Press and hold to clear all input
- After you've entered your PIN, press to generate a log on security code
The Secure Key does not have an off button. After 30 seconds of inactivity, the device will automatically switch off.