If you enter your password incorrectly 3 times in a row on our Mobile or Web Apps, your account will be locked, and you will be unable to login. This helps to protect your account from attempts by others to guess your password.

If this happens, you will see a message notifying you that your account is locked:

Regaining access to your account

  • Using the Lost your login details? link on the log in page of your app (if you use Touch ID, you may need to tap on the 'Sign in using Login ID' link first). You can then follow the instructions to reset your password.

    This is the fastest way to regain access to your account, and involves providing some information to confirm your identity, before setting a new password.

  • You can also call our Member Support team on 020 3773 1751. You will be asked some security questions to confirm that you are the account owner. If successful, our team will be able to unlock your account and you will be able to log in again using your existing password.

    Please be aware that phone support is only available during opening hours, however, and it may take up to 15 minutes to connect your call if things are busy.