Sign-on FAQs

How do I sign on?

When you sign on to Internet Banking you will be asked to type in your customer number. This is the number we posted to you when you registered (you cannot choose this number).

Secondly, you are asked to enter an item of memorable data. This is the item that you provided us with when you registered.

Finally you will be asked for three digits from the Passnumber - we also posted this to you after you registered. Using the mouse, select the requested digits using the drop down lists.

The Sign On link is situated at the top of each page above the Search box or alternatively on our homepage on the left-hand side of the screen next to the padlock.

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I want to change my sign on details

Sign on to the Internet Bank and click on the 'Preferences' tab, then choose the 'change my sign on details' from the list on the left hand side. This will give you the option to change your memorable data and your passnumber securely.

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How do I choose my sign on details?

Your Memorable Data

For security reasons, we ask you for an item of memorable data when you register.

These should be an easy to remember piece of information that you will recall straight away when you are signing on.

Your memorable data must be between 6 and 20 characters long.

It is wise not to use anything too obvious e.g. Don’t use the place you are living in and don’t use your first name or your family member’s first names. Additionally don’t use your date of birth or family member’s date of birth.

Don’t use a string of repeated numbers of characters like 1113334444 or AAABBBCCC.

Your Passnumber

We send you a 6 digit passnumber when we complete your registration. When you sign on you will be asked to enter 3 of those digits.

Your passnumber can be any 6 digit number but should not be something obvious that others may guess.

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I'm sure I'm entering my details correctly, so why can't I sign on to Internet Banking?

The message, "your details have been entered incorrectly", only appears when the sign on details entered do not match the sign on details you gave us when you registered. See How do I choose my Sign on details for advice on how to check your sign on details and memorable data format.

Check the passnumber box is not highlighted (i.e. dark blue in colour) before using the scroll wheel on your mouse as this could change the digit you've selected.

You may need to check your browser settings are correct.

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I have forgotten all or part of my sign on details, what do I do now?

If you have forgotten your:

Customer number:

Call Nationwide UK Ireland on 1800 800 310 for a reminder. Our office is open between 9.00 am and 5.00 pm Monday to Friday, with the exception of Republic of Ireland Bank Holidays.

Memorable data:

If you can't remember the memorable data you supplied, you will need to re-register to use the service.

Passnumber:

For security reasons, we can't tell you what your passnumber is or issue you with a reminder and you will need to re-register to use the service.

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It says my account is locked out – what do I do?

This means you have entered your sign on details incorrectly. Your passnumber has been cancelled for security reasons. You'll need to re-register to use the service.

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I can't view the sign on page

Check you're typing the address into the address bar and not the search engine.
Also, try deleting your Temporary Internet Files as follows:

  • Choose 'Tools', then 'Internet Options'.
  • Choose the General Tab.
  • Under 'Temporary Internet Files', select 'Delete Files'.
  • Under the sub heading 'History', select 'Clear History'.
  • Click 'OK'.

We also recommend you check your browser settings

If you are running a firewall we also recommend you check the settings (for example, to check it allows you to access secure sites). Your firewall manual will give you further information.

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When I click on the sign on page it says 'session has expired'

If you are receiving the following message 'Session has expired' prior to signing on, then you will need to delete your temporary Internet Files as follows:

  • Choose 'Tools', then 'Internet Options'.
  • Choose the General Tab.
  • Under 'Temporary Internet Files', select 'Delete Files'.
  • Under the sub heading 'History', select 'Clear History'.
  • Click 'OK'.

We also recommend you check your browser settings.

If you are using Netscape, or you experience further difficulties, please do not hesitate to contact us

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I haven't received my sign on details

You should receive your sign on details in the post within 7 days. If this isn't the case, call Nationwide UK Ireland on 1800 800 130 for help.

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What is my Customer number?

You will find your customer number in the letter we sent you which confirmed your registration to the Internet Banking service. It is the 10 digit number shown in that letter.

If you have forgotten your customer number please call us on 1800 800 310 Monday to Friday 9am-5pm (excluding Republic Of Ireland Bank Holidays).

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What happens if I enter my passnumber incorrectly?

If your passnumber is entered incorrectly three times you'll have to re-register as we're unable to find out your existing passnumber due to it being encrypted for security reasons. To re-register please view our Register page. You'll receive a reminder of your customer number and a new passnumber in the post within seven working days.

Once re-registered, please do not attempt to sign on until you've received your new sign on details, even if you recall your old details. Doing so will invalidate the new details.

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I could not sign off and close the browser

If you close your browser, but don't choose 'Sign off', then the Internet Banking session is still valid but will expire after 15 minutes of inactivity.

As the session ID is randomly generated and encrypted nobody else would be able to access your session.

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How do I sign off?

The sign off button is in the top right corner of the Internet Banking screen. Clicking on this will ensure your Internet Banking session is closed securely

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