Fraud and security

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Why do I need a Secure Key?

With digital fraud and hacking at a record high, new regulations came into effect in mid-September that were designed to help everyone's accounts be even safer.

This means that you’re no longer able to log on to Online or Mobile Banking using just your Online banking password and answer to your memorable question.

Instead, you’ll need to use a Secure Key.

A secure key is a type of two-factor authentication that generates a one-time security code each time you log on or authorise a payment. 

A password is one level of security (or – one factor). But fraudsters can try and guess passwords, making them vulnerable. Two-factor authentication means there’s another layer of security (on top of your password) to keep you even more secure. 

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Setting up a Digital Secure Key on a new device

You can access our App on up to 3 devices. If you want to set up an additional device or switch device, you'll need to:

1. open the first direct App on your new device
2. enter your username
3. select an option to verify it's you, either using your full password and a one-time passcode sent by text, or via a QR code from one of your other devices (if you have one)
4. follow the on-screen instructions to complete the set up
5. create and confirm your new Digital Secure Key PIN.

If you've got a new device but no longer have access to the old one that you used to log on to our App, you should remove that device. To do this:

1. open the first direct App
2. go to 'Security Settings'
3. select 'Manage Devices'
4. remove selected device.

If you're using Online Banking, log on and select 'Manage Security' in the left-hand menu.

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How do I report fraud?

If you think you've been the victim of any scam, feel you've been tricked into giving your security details or notice anything suspicious on your account, please call us as soon as possible.

Call 03 456 100 100 (lines are open 24/7, 365 days a year)

Text phone: 03 456 100 147


Calling from abroad: +44 113 234 5678

Text relay: +44 151 494 1260

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