Resetting your online banking details

Before You Start

You can reset your login details on any device, such as a laptop, iPad or smart mobile phone.

If you've entered your details incorrectly three times and your account is locked, call us first on 0203 773 1751 (option 4) to unblock your account. This line is open from 9:00 am till 5:00 pm from Monday to Friday. Once you are unlocked, you will then be able to reset your Password and Memorable Information.

How to Register: Step-by-Step

1. Visit our official website or download the London Mutual Credit Union mobile app from your device’s app store.

2. Select 'Lost your login details?'.

2. Confirm Your Identity

You'll be asked to confirm:

• Membership number - Your unique number given when the membership opened
• Date of birth - Use calendar or enter as DD/MM/YYYY (e.g., 06/01/1986)
• Mobile number - Enter in international format: +447911123456 (not 07911123456)
• National Insurance Number - No spaces, capital letters (e.g., AB123456C)

3. Verify with SMS

Tap 'Proceed' and wait for a six-digit code sent to your registered mobile. Enter the code and press 'Confirm'.

4. Update Login Details

Choose to update your Password, Memorable Q&A, or both.

5. Create New Password

Password must be 9-16 characters with at least 1 uppercase letter, 1 number, and 1 special character. Must be different from previous passwords.

6. Complete Reset

Tap 'Proceed' to finish. You can now log in with your new details.

Troubleshooting & extra support

If you experience issues during resetting—such as not receiving the verification email or trouble entering your details—contact our Member Support Team on 0203 773 1751 (option 4) or email details at help@creditunion.co.uk. They’ll guide you through the steps to get set up and ensure your digital banking is ready to use.

Getting Your Digital Banking Journey Started

With online and mobile banking, you’re in control of your London Mutual Credit Union accounts 24/7. Resetting only takes a few minutes and offers instant access to your balances, savings, loans, and more. If you have any questions, our team is always here to support you on your digital journey.