Make sure you have your Client Reference and Policy Number handy - both appear on your statement.
You can use the “Forgotten your details?” link in My Plans to reset your username, password and memorable word.
If your account becomes locked, you can follow the unlock steps on the login page or use the password reset tools.
This can happen if details were typed incorrectly or haven’t been used for a while. Resetting your username, password or memorable word usually resolves it.
Memorable word entry is case sensitive and uses a drop-down to help you select the right character. You’ll need to scroll down to select your correct character noting that it is also case sensitive. In the mobile app you enter the letters rather than scroll and select and these too are case sensitive.
Case sensitivity
Your Username, Password and Memorable word are case sensitive. This includes the password reset journey where you may be asked for your username, or email address and/or memorable word.
Locked out – you can re-set in the mobile app
The mobile app works slightly differently than the desktop and automatically issues you an 'Unlock my account' email if you’ve input your details incorrectly too many times.
Postcode formatting
The postcode needs to match what we have on your account, this includes spaces. It might be the case that we won’t recognise it if the format is different to what we hold on your account.
At the point you enter your personal security details if you enter them incorrectly 3 times you will be locked out. You can manually re-set your details by clicking on the 'Unlock my account' link.
You will be sent an email to the email address we have on your account and you can unlock the account from that email.
You may wish to reset your password at this point by clicking on the forgotten your log in details link.
If you input incorrect details 3 times in our mobile app you will automatically be sent an 'Unlock my account' email.
If you’ve forgotten your username, password or memorable word you will need the email address, date of birth, and postcode from your account (this must match what we have on account for you.) When you enter your details you will be prompted by email to reset your details.
Your userename, password and memorable word are all case sensitive. That means you'll need to enter them exactly as you did when you first set them up using the same combination of uppercase and lowercase letters. If anything doesn't match, the system won't recognise your login details.