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, it is not possible to log in again or reset your password without contacting us first.
To regain access, you'll need to contact us to unlock your account manually. You can do this by completing our contact form, and during working hours, you'll receive a reply within 3 hours.
If you urgently need to regain access to your account, you can also phone us on 020 3773 1751.
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: