What do I need to do if I forget my memorable word?
You have 3 attempts to select the letters from your memorable word before you're locked out.
If you have forgotten your memorable word, you will need to order a new passcode in order to reset this. You can apply for a new 5-digit passcode online through the desktop site if you have a debit card. It'll be sent by post within 5 days of ordering.
Alternatively you can call the Online Banking Helpdesk on 0345 600 2323*+ (outside the UK dial +44 247 684 2063*+). It will still take five working days for you to receive your new passcode if you order it from the Helpdesk.
If your passcode has not arrived after five working days please call the Online Banking Helpdesk.