Back

My account is locked. What should I do?

We may lock your account for 30 minutes if we notice several failed attempts to sign in. This is only temporary, and you'll still be able to retrieve your username or reset your password if you need to.

If it's been more than 30 minutes and you can't sign in, give us a call on 0345 528 88 88 and we'll unlock your account.

If you opened your account before 1 January 2023

We moved your account to our new Online Service on 8 January 2024. When you sign in to Online Service for the first time, you'll need to set up new sign in and security details. If you need help with this, give us a call on 0345 528 88 88 and we'll be happy to help.