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Help with registration

Here to help

How do I input my One Time Password?

Your One Time Password is a 16-digit password made up of alphabetic and numeric characters. It will be sent to you on your Internet Banking welcome letter. To reveal the password, peel back the password strip at the bottom right hand side of the letter.

Letters must be input as UPPERCASE, numbers are identified by an underscore.

The one time password is only used once. When the password has been entered correctly, you will be invited to change it to a password of your choice.

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Why am I getting the error "Page cannot be displayed"?

If you get one of the following messages, it means your connection to the Internet isn’t working properly. You should contact your ISP or office network administrator:

  • Page cannot be displayed
  • Cannot open site
  • Cannot connect to server
  • The website is unavailable - always check that the URL (or simply, the address of a website) you have entered is correct

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What is my Customer Number?

Your customer number is a ten digit number beginning '10', which will be shown in your Internet Banking welcome letter. This number is unique to you. You will need this number when you register for Internet Banking, and then every time you log on to Internet Banking.

If you have not received this number, or simply forgotten it, please contact our Internet Banking Helpdesk on 08447 368 368*.


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Why do I get an error when I enter my registration details?

It’s likely that you have accidentally entered your details incorrectly. Please check that you are entering the correct information:

  • Full ten-digit customer number contained in your Internet Banking welcome letter
  • Four-digit Access Code number. You would have chosen this number, when you initially registered for Internet Banking
  • Six digit Sort Code with no spaces or dashes (e.g. 822000)
  • Full eight-digit Account Number. You can find this on your chequebook or autobank card

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My One Time Password has expired - how do I get another one?

Once you complete the first stage of registration, we’ll post you a One Time Password which allows you to continue to the second stage of registration.

For security reasons, the password is only valid for 45 days. If you are outwith this period, call the Internet Banking helpdesk on 08447 368 368* who will help you.


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* For security, telephone calls may be recorded and monitored


Security is a crucial part of online banking. Read more about our security measures and how you can help too.

More about security

Sending a Secure Message?

Are you logging in to Internet Banking to send a Secure Message?

Before you do why not click on the button below to have a look at our Most Frequent Enquiries to see if this would help?

Sending a Secure Message?

Download Rapport

Trusteer - Building trust between business and consumers

Increase your protection when banking online - download industry leading security software Rapport for free.

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