If you have previously registered on either this or a previous version of the app, you can follow the steps below to reset your password and security question. You can then log in immediately using the new details.
If you have entered the incorrect password 3 times and your account is locked, you can also use these details to change your password and regain access to your account.
Just need your member number?
If you just need a reminder of your membership number, you can find this printed on the welcome letter we sent you when you joined. Or, you can follow these instructions to get an instant reminder by SMS text.
Registered on a previous version of the app?
If you registered on a previous version, your log in details have been carried over and you won't be able to register again. Instead, use the details below to reset your password and regain access to your account.
How to reset your login details
1. Finding the 'lost your login details' function
From the log in screen on the Mobile or Web App, tap 'Lost your login details?' at the bottom of the screen.
If you usually use Touch ID to log in, you may need to tap 'Sign in using Login ID' before this link is visible to you.
2. Confirm your details
On the next screen, you will be asked to enter some details to confirm your identity.
When entering your mobile phone number, please enter it in the International format. For UK numbers, this means your number should start with +447 instead of 07.
Once the required information has been entered click 'Proceed'.
Getting an error message?
Some users at this step may encounter the error message below. If this happens, you will need to call us on 020 3773 1751 before you can continue. We apologise for the inconvenience. More info
3. SMS Security check
On the next step, we will carry out a security check. To do this, we will send a text to the mobile number on your account containing a six digit code. Enter the six-digit code when asked for it, click confirm, and then you are ready to move onto the next step.
Didn't receive a text? Here's what to do.
4. Choosing a new password and/or security question
Now that we have checked all your details, we can help you choose a new password and/or security question so that you can log in. On this screen, you can choose to reset only your password, only your security question, or to update both.
Tick the boxes for the items you'd like to update. Then, enter the required information to set your new password and/or security question.
Once you have chosen your new password and/or security question, click 'Proceed', to confirm.
You are now ready to log in using your new details.