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I can't log in. What do I do?

Forgotten password or membership number, locked account and error messages

Find the problem below. Most can be fixed from the login screen in a few minutes.

I've forgotten my password

  1. On the login screen, select Account locked or lost your login details.
  2. Choose the password option and follow the steps. You may need to complete a verification check.

I've forgotten my membership number

  1. On the login screen, select Account locked or lost your login details.
  2. Select Forgot your membership number? Click here to retrieve.
  3. Enter the details asked for. We'll text your membership number to the phone number we hold for you.

If your phone number has changed, call us on 0131 225 9901 to update it.

My account is locked

Your account locks after several unsuccessful login attempts, to protect it. To unlock it, select Account locked or lost your login details on the login screen and follow the steps. Most accounts can be unlocked straight away.

It says "Details entered are invalid"

The details you entered don't match the ones we hold. Check that:

  • your membership number is 9 digits, with no spaces
  • your National Insurance number is in capital letters, with no spaces
  • your date of birth is DD/MM/YYYY, including the slashes

If your details are right but you still see the message, the details we hold may be out of date. Call us on 0131 225 9901 and we'll help you update them.

Still can't log in?

Call us on 0131 225 9901. If you can still log in on another device, you can send us a secure message instead.