What common app errors might I see, and how can I fix them?

Overview

You may occasionally see an error message when logging in or accessing your account. These are usually caused by incorrect details or security protections on the account.

Follow the steps below for the message you are seeing before contacting us.

“Details entered are invalid, please enter valid details”

This means the information entered does not match the details we hold for your account.

Please carefully check the following:

Membership number must be 9 digits with no spaces
NI number must be in capital letters with no spaces
Date of birth must be entered as DD/MM/YYYY and include the forward slashes

After correcting the details, try logging in again.

Still seeing this message?

If the details are correct but the error continues, your personal details may not match our records. You will need to request a change of details.

Please contact us so we can arrange this.

“Account locked”

Your account is automatically locked after multiple unsuccessful login attempts. This is a security protection.

To unlock your account

Go to the login screen
Select Account locked or lost your login details
Follow the on-screen steps to reset access

Most accounts can be unlocked immediately using this option.

If you cannot unlock your account

When to contact us

Please contact us if:

You cannot unlock your account using the login screen
Your personal details have changed
You need a change of details form
You cannot log in after following the steps above

How to contact us

Secure message (recommended)
Send us a secure message in the app if you can still log in.

Phone
Call 0131 225 9901 if you cannot access your account.

Helpful tips

Enter details exactly as registered
Do not include spaces unless shown in the format
Repeated incorrect attempts will lock the account temporarily

Still need help?

If you are unsure which error you are seeing, contact us and we will guide you through restoring access.