We strongly encourage you to set up a recovery mobile number on your online account(s) as this can be used to help retrieve/reset forgotten login details quickly and securely. Our additional security will allow you to get back online quickly, easily and securely in the future if you ever forget your login details.

If you need to reset your details and have set up a recovery mobile number we will send you an SMS with a 6 digit code by default. If not, we will ask you to answer one of your pre-set security questions.

You should keep this information up to date and if you ever need to make any changes you can visit the ‘Security Settings’ tab within the ‘My Details’ section of our secure online servicing.

Please note that the phone recover option is not available for our Elevate or Self Investor customers. If you have trouble logging in please speak to your adviser or contact us on 0345 600 2399 we will use additional security measures to help you get back online.

You will never be asked your personal security questions over the phone.

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