Trouble logging in?

If you can’t log in with your Customer Reference Number and PIN

Have you created a username and password?

  • If you have created a username and password then you can no longer use your Customer Reference Number or personal details to log in. Try again, this time with your username and password.
  • If you’re not sure then call us on 0333 300 3351.

Have you forgotten your PIN?

No problem. We’ll you can register your choice of username and password to log in with from now on. This is a faster and safer way to log in, and most people find it easier too. Here’s what you’ll need to register:

  • Your Customer Reference Number (you can find this on your Valuation and Statement letter).
  • Your Account Number (you can find this on any Transaction Confirmation letter)
  • Access to your email address (so we can verify it for when we need to contact you about the management or security of your account).

If you can’t log in with your username and password

Have you forgotten your username?

  • Call us on 0333 300 3351 (and remember that we allow you to use your email address as your username – have you tried entering that?)

Have you forgotten your password?

  • If you entered your username correctly but cannot remember your password then you can reset it yourself if we recognise your device. Click on the ‘Forgotten password’ link and we’ll provide a one-time code to for you to unlock it.
  • If we don’t recognise your device then you’ll need to call us on 0800 414161 for a one-time code. So we can ensure your security, we’ll ask you to confirm your Customer Reference Number. You can find this on your Valuation and Statement letter.
  • If you are trying to log in using our mobile app, and you’ve forgotten your password, please call us on 0800 414161 with your Customer Reference Number.

If you can’t log in with your personal details

Have you created a username and password?

  • If you have created a username and password then you can no longer use your personal details to log in. Try again, this time with your username and password.
  • If you’re not sure then call us on 0333 300 3351.

Have you entered all your details correctly?

  • When logging in with your personal details you need to enter everything correctly; we cannot allow a login to continue if anything here is not correct, and of course we can’t tell you which fields we think you got wrong, because that would compromise your security.

Have you forgotten your PIN?

  • Yes > No problem. We’ll upgrade you to our new login with username and password… This is a faster and safer way to log in, and most people find it easier too.
  • No > Call us on 0333 300 3351

If you’ve tried all the above, and still can’t log in

If you have tried everything above and still cannot log in, try the following steps:

  • Use an alternate web browser
  • Try accessing the website directly, do not use a ‘favourite’ link
  • Delete existing cookies from your web browser and restart your computer
  • If you’re still experiencing problems, please call us on 0333 300 3351.

When to select ‘Remember me’ – and when not to

If you check ‘Remember me’ when using your own computer, tablet or phone then next time you login in you’ll just need to enter your password or PIN.

Never check ‘Remember me’ when using a computer that doesn’t belong to you, as your details will be stored and may be accessible to the next user.

Still need help?

Talk to our team

Give one of our UK-based associates a call on

0333 300 3351

Contact us

Send us your question online or visit us at our Investor Centre in London.