What are the security questions?

• For the additional security of your account we ask you to provide answers to three secret questions as well as a password as part of your initial log in.
• For help with logging into your account for the first time visit How do I log into my account for the first time?

What should I consider while selecting answers to the security questions?

• The answers will need to be at least four characters long and can’t contain any of your account details such as your:
  • username
  • password
  • first or last name
• Please ensure that the answers are easy for you to remember, but are unique to you and confidential.
• The answers should be difficult to guess for anyone else and not available on the web or social media.
• The answers are case sensitive. For example, if you enter ‘England’ as an answer to one of your secret questions, you’ll have to enter it in the same way with ‘E’ in upper case and rest of the letters in lower case the next time you’re asked for the secret answer.

When will I need to select my security questions?

Once you’ve created your username and password, you’ll need to choose three secret questions from the options provided. You’ll also need to provide the answer to each of these questions.

What if I forget my login details?

Call our contact centre on 0300 020 0090 and we’ll provide you with a temporary password so you can log in. Once you’ve logged in with the temporary password, you’ll need to reset your secret questions. You should do this before resetting your password. You’ll need to make sure you’ve changed both your secret questions and your password before you log out.

If you need help with changing your secret questions then click the ‘Question mark’ icon next to Choose a secret question field.