Online Services FAQs

Our app contains our main form of two factor authentication, Secure Passcode, which is designed to keep your accounts safe.

Whilst we do encourage as many customers as possible to install this, we do understand not everyone has the means or desire to use our app.

As such, we have an alternative called One-Time Code which sends a text message or an automated telephone call to verify any withdrawals or changes to your account.

To find out more about how this works, visit our One-Time Code page.

You can use the app on up to two devices. For security reasons, the Secure Passcode feature will only be available on one of them. To find out more about Secure Passcode please visit our Secure Passcode page. You can manage your devices by logging into Skipton Online and going into the "Mobile App" section in the left hand menu.

You will need to log in to Skipton Online and remove the device you no longer use. You can see your registered devices in the “Mobile App” menu option.

Once you have removed your device you can download and re-install the app on a new device. The app will guide you through registration.

Yes - you can download and use the app on your phone or tablet and still use Skipton Online in the usual way on any device.

You can reset the PIN within the app by following the instructions on screen.

If you'd like to set up or remove login using biometrics, you can go to the PIN & Login preferences of the ‘More’ section in the app to change your preferences.

The app will let you know how you'll receive your registration code, as you register.

• If you're new to Skipton Online or you've never fully completed online registration for security purposes, you'll receive your app registration code in the post. Please allow up to 5 days for this to arrive.
• If you've previously set up your extra layer of security (Secure Passcode or Grid Card), you'll receive a text message with your registration code.

If you forget your password you can reset it. Simply enter your Login ID and click on the 'Forgotten your password?' link on the login screen and follow the instructions.

If you forget your Login ID select the 'forgotten your Login ID?' link on the login screen and then follow the instructions on screen for a reminder.

If you forget the answers to your security questions you can reset them. Simply complete the first step of login by entering your Login ID and password. You can then select on the 'Forgotten your security questions' link and follow the instructions on screen.

To change your password, go to the Personal Details page, the link for which can be found in the 'My Account' menu at the left hand side of the page. Then select 'edit' on the password section of this page. You will need a One Time Code or our app (the app contains your Secure Passcode) in order to make the changes. You will need to enter your current password (note your password is case sensitive) before you enter a new password. Remember to select 'Save' once you have changed your password.

There are a couple of ways you might have locked your account.

If you’ve entered your login details incorrectly in Skipton Online:

You will then get the option to unlock your account using your Secure Passcode in our app, or the One-Time Code feature.

If neither of these security methods are available to you, you’ll need to call 0345 266 0978, or web chat with our team so we can unlock your account.

If you’ve entered your six-digit PIN incorrectly in our app:

You can unlock within the app using your login details for Skipton Online.

If you are locked out of the app and Skipton Online at the same time:

You will need to call us on 0345 266 0978, or you can speak to us on web chat so we can help you get back online.

We take online security very seriously and use two-factor authentication to provide an extra layer of security, which means we rely on more than passwords and memorable information for some activities. Your extra layer of security can be either your Secure Passcode within our app or your One-Time Code.

You don’t need to use this when logging into Skipton Online or our app, or making a payment into your account(s). You only need to use it for certain activities including:

• Withdrawing money
• Transferring money
• Changing your personal details
• Setting up a new nominated account to withdraw to

When you sign up for our online services, you'll be asked to choose between a Secure Passcode (for our app users only) or a One-Time Code as your extra layer of security.

An extra layer of security is something you'll need to use when you carry out certain activities online e.g. making a withdrawal or changing your address.

You'll have three attempts to enter both the One-Time Code and the Secure Passcode before you're locked out of Skipton Online

One-Time Code

A One-Time Code is a code which we send to you via text message, to your nominated phone number (this can be a landline number). It will expire after 3 minutes. If you put in the wrong five-digit code in, or if it has expired, you can request another.

Secure Passcode

The Secure Passcode is a six-digit code generated within the app, which lasts for 30 seconds. If you put in the wrong six-digit Secure Passcode, you can generate another.

You will be asked to use your Secure Passcode or One Time Code when performing certain tasks that require more security, including withdrawing money from your account, changing details of nominated accounts and changing stored personal and security details. However you do not need your Secure Passcode or One Time Code to pay into your account.

Once you've requested your One-Time Code, it will expire after 3 minutes.

If you input the wrong five-digit code, or it has expired, you can request another. You'll have three attempts to enter the code before you're locked out of Skipton Online.

If you haven't received your code after 3 minutes, you can request another code to be sent. You may also want to check to make sure that your nominated phone number is correct. If it's not, please call us on 0345 702 5026.

If you have access to your One-Time Code number you can change your nominated number by logging into Skipton Online.

If you do not have access to your One-Time Code number please call us on 0345 702 5026.

If you already have the Skipton app

Log into your Skipton Online account, select the 'Mobile App' menu option and follow the instructions on screen.

If you are not registered for the Skipton app

Log into Skipton Online and you will be prompted to register either Skipton app or One-Time Code, follow the instructions to complete the set-up.

We have an alternative to One-Time Code which is in our app. The app contains Secure Passcode which acts as you extra layer of security.

If you are interested in switching to Secure Passcode, please go to the App Store (on your Apple/iOS device) or Play Store (on your Android device), search for our app and download. The app will guide you through registration which you can access your Secure Passcode after.

No, for your security we allow your Secure Passcode to be registered to only one device at a time. While you can use the app on two devices, the Secure Passcode feature will only be available on one of them.

You can manage your registered devices by logging into Skipton Online.

To move your Secure Passcode you will need to first remove the device that it is currently activated on by logging into your account on Skipton Online and choosing "Mobile App" from the main menu. You can then register the app on a new device and your Secure Passcode will automatically be assigned to that device.

Alternatively, if you already have the app installed on another device, you can activate Secure Passcode on that device after you have removed your first device. Simply log into the app, navigate to the Secure Passcode menu option, and follow the instructions on screen.

You don't need to use this when making payments to your account(s), or for logging into Skipton Online or our app.

You won't need it for any activities within the app, but you will need to use it for certain activities in Skipton Online, including:

• Updating your personal details
• Adding new nominated accounts for savings accounts
• Withdrawing money to your nominated account(s)

We have an alternative to the Secure Passcode which is a One-Time Code. This acts as your extra layer of security.

Download the Skipton app from the App Store or Play Store. You'll need your Skipton Online login details to register the app. If you've previously registered a Grid Card or One-Time Code you'll receive a registration code by text. Otherwise we'll send it by post. Once you've registered the app, log in to the app and go to the 'More' section on the navigation bar where you will find the Secure Passcode option.