Icon expand What is a One Time Passcode "OTP" Service?
When you log in to your account, we'll occasionally text a code to your mobile phone. This is called a One Time Passcode (OTP) and is an extra level of security for when you use some of the services within Online Banking.
In addition to online transactions, you may find that we also need to send you an OTP when you log in to ClearSpend.
Icon expand Do I need to register for OTP Service?
No. Registration is not required. We'll send the OTP to your registered mobile phone number. So please make sure we have your current mobile number.
Icon expand Are there any service charges for using OTP Service?
The OTP service by text is free within the UK. If you’re overseas or using an overseas service provider, you may be charged. Ask your network provider for details.
Icon expand What should I do if I lost my mobile phone?
Please report it to your mobile service provider immediately. If your commercial or business card information is stolen, they won't be able to receive your OTP and use it for online transactions.
Icon expand I don’t want to use the OTP service; can I refuse to use it?
No. As a part of the Payment Services Directive 2 (PSD2), we must introduce Strong Customer Authentication. Using an OTP will be the only way to authenticate online transactions. So, it's important to make sure we have your up to date mobile phone number.