We've made your account even more secure by introducing multi-factor authentication for certain transactions.

This means that we will verify a unique code sent to your mobile number or email before any significant changes can be made to your account.

Why are we doing this?

Adding an additional layer of security protects your account and mobile number. By sending a verification code to a mobile number or email address we can ensure that the person accessing the account has more than just the username and password, meaning it is far less likely that your account can be compromised.

What if I can't access my mobile number or email?

If you can't access the Primary Mobile Contact Number or Email Address stored on your account then either change these to services that you do have access to, or contact us and we'll go through additional security checks to help you do so.

Please note that additional security checks take extra time as the request will be referred to an escalation team for manual processing which can take several days. Where possible it is best you obtain access to the mobile or email address already stored on the account.

What if I am managing an account on someone else's behalf?

We have escalation options if you have power of attorney or are in a vulnerable position. To discuss these please contact us and we can talk you through the options available.

What do I do if my account has been compromised?

Please contact us as soon as possible so that we can assist in securing your account.