Can I use a UK mobile or international mobile number?
You can use a UK mobile number or an international mobile number for two-factor authentication. If you enter an international mobile number, please remember to enter the relevant country code.
What should I do if I change my mobile number, or I lose my device?
If you want to change the mobile number you use for two-factor authentication, and you still have access to the number we currently hold, you can update this yourself. Log in to your account and select Account. Then scroll down to Account security and select Change mobile number in the Authentication mobile number section. You need to be able to access the number we currently hold as well as your new number. This is because we’ll ask you to prove your identity by sending a code to your old number before you can use your new number.
If you don’t have access to the old number or you’ve lost your device, you can contact us and we’ll be happy to help.
Can I add or trust more than one device?
You’ll be given the option to trust the device you’re using when you log in. You can trust up to five devices, if you try to trust additional devices, we’ll remove the oldest device automatically. If you’re using a trusted device, each time you log in within a seven day period, you won’t have to use two-factor authentication each time you log in. The next time you log in after seven days, you’ll be asked to authenticate using two-factor authentication, but you won’t be asked if you want to trust the device as it’s already on the list.
What should I do if I’ve don’t receive a code?
The one-time passcode should come through quickly. If you don’t receive one, you can select Send me another code to request a new one. You can check to see if you’re having connection issues or don’t have a good mobile signal. Check it’s not being sent to a different number; you can see the last three digits of the number on screen. On rare occasions it could be because the service is currently down. If you continue to have problems and aren’t receiving the code, contact us.