If you've forgotten your online banking password or membership number, the steps below will help you reset it yourself.
You can't use these instructions if you have already entered your password incorrectly three times and your account is blocked. If this happens, you'll need to contact us to ask you to unblock it.
How to Reset Your Password
Before You Begin
As long as your account isn't already blocked, you can follow the steps below to regain access to your account. To do this, you'll need:
- Your Membership Number (how to find this)
- To be able to receive an SMS text message to the phone number registered on your account
- Your National Insurance Number.
On the welcome screen, click the 'Lost your login details?' link at the bottom of the screen:
Confirming Your Personal Details
On the next screen, we'll ask you to confirm some personal details:
- Your Membership Number
This is the unique number we gave you when we opened your account. If your mobile number is up-to-date, you can request a reminder by texting memnum to 60060. You'll receive an instant reply containing your membership number.
- Your Date of Birth
You'll need to select this from the calendar or enter it in the correct format. For example, if you were born on the 6th of January 1986, the format would be 06/01/1986.
- Your Mobile Phone Number
This needs to include the international dialling code for the UK, with +44 at the start instead of a zero. For example, if your phone number is '07911123456' in the international format, it would be '+447911123456.' You can also use this tool to help you convert it.
- The National Insurance Number
You can find your national insurance number (NI number) on your payslip, P60, letters about your tax, pension, or benefits. Your National Insurance number needs to be entered without spaces and with capital letters. For example, AB123456C.
Confirming the Six-digit Number Sent To Your Mobile
Once you put all four information required, you will be able to 'Proceed.' Once you click on 'Proceed', we'll send a six-digit code to the mobile phone number registered on your account.
Didn't receive the SMS?
Confirm Which Details You Want to Update
Now we've confirmed your identity, you can choose whether you'd like to reset your password, your memorable question, or both. Tick which items you would like to update, then click 'Proceed'.
Please enter a new password. Password cannot be the same as previous passwords. Once you enter and re-enter the information you wish to change, please press 'Proceed' again.
You're all set!
You should get a Success message from us, and you will be redirected to the login page soon after. Enter your member number and the password you chose, then click 'Login.' On the next screen, we will ask you to provide the answer to your Security Question, and that's it. You're logged in!