To log in to your account, you need to have three separate bits of information to hand:
- Your username
- Your password
- The answer to the security question you’ve chosen
We’ll only ask you to enter three characters from your password and the answer to the security question you’ve chosen.
If you need to check what you’ve typed into the password or security answer boxes, you can click the ‘eye’ icon. But when clicking this icon, you should be aware of the following security considerations:
- Be wary of anyone looking over your shoulder
- Don’t leave your computer unattended with the password box filled in (but not submitted)
- Avoid using it if your computer is being accessed remotely (for example by a tech support person)
If you notice anything different on the log in page, or you’re asked to enter your full password, don’t log in – instead, contact us.
For your safety, we’ll never link you directly to the log in page from an email.
If your password and/or the answer to your security question are entered incorrectly three times, your account will be locked. This is to stop a fraudster attempting multiple combinations until they successfully access your account. If you lock your account by mistake, don’t worry – just call us on 0345 54 32 600 and we’ll unlock it for you after we've verified your identity.
You should always log out when you’ve finished using your account, and close your session.
If you are logged in to your account but don’t make any keystrokes for 15 minutes, we’ll automatically log you out. This is to prevent someone else misusing your account if you forget to log out.
Find out more about how to protect yourself and your account.