Unlocking Online Banking

If you enter your password incorrectly three times in a row, you will see a message saying:

'Account locked. Please call the Member Enquiry Line for assistance (0203 773 1751).'

What this means

Unfortunately, your account has been locked to protect your security. Once this happens, signing in again or resetting your password without contacting us first is impossible.

What you need to do

To unlock your online banking account, you'll need to call us on 0203 773 1751 (option 4). Our team will verify your identity using security questions and can unlock your account immediately.

Why this happens

This security feature protects your account from unauthorised access attempts. While it may be inconvenient if you've simply forgotten your password, it's an important safeguard for your financial security.

Prevention tips

To avoid future lockouts:

• Make sure you're using the correct password
• Consider using your browser's password manager
• Contact us if you're unsure about your login details before attempting multiple times

Once we've unlocked your account, you'll be able to access your online banking normally again.

Resetting your password

After we confirm that your online banking has been unlocked, you may still be unsure of your login details. To avoid being locked out again, we suggest following the steps below to reset them:

How To Reset Your Online Login Details