Strong Customer Authentication | Security Centre | NatWest International


Improved online security

We're introducing smarter, stronger and safer ways to keep you protected online

What's changing?

We now sometimes ask you to confirm your identity when using online banking or when you buy something online with your card. It provides extra protection against fraud and scams by ensuring it's you who is using your details, and not someone pretending to be you.

You’ll notice that when you buy something online we’ll sometimes send a code to your mobile phone or email address if we don’t have your mobile number. This code is called a One Time Passcode (OTP) and you’ll need it to authorise your card transaction.

When you use online banking, we may occasionally send a One Time Passcode to your mobile phone to verify it’s really you (alternatively you will have the option to use your card reader instead of the code).

So it’s really important that we have the correct mobile number for you.

Why is it changing?

Fraudsters and scammers are becoming more clever and sophisticated. It's our job to keep one step ahead, and to keep your money safe.

We're continually investing in new technology for extra security - and that's why we're introducing a number of new changes to keep you secure.

It's really important that we have the correct mobile number for your account. If we don't, we won’t be able to send you a passcode and you might not be able to access your account or use your card online. We also won't be able to alert you if we see any suspicious activity on your account.

How to update your mobile number

Updating your mobile number is simple - you can do it quickly and easily online or by getting in touch with us:

Online banking

If you’re registered for Online banking, log in and select ‘Your details’ in the left hand menu. You will need your card reader to update your details. If you don’t have a card reader, please contact us via web chat.

Web chat

Log into online banking and select ‘Chat now’ on the right hand side of your screen, say you want to update your mobile number or email address and then follow the instructions.

Mobile app

If you use our mobile app, log into the app, select ‘Help’ in the bottom navigation bar, then ‘Message Us’ and ask to update your details.

Call us

If you’re registered for Telephone Banking, visit our Support Centre for our Telephone Banking phone numbers.

In branch

Pop into a branch with your debit card and ask to update your mobile number and/or email address. Locate your nearest branch.

By post

Write to us or download the change of personal details form.

Top tips for staying safe online

It helps to know how fraudsters work, so that you can avoid their tricks. Here are some tips to help:

  • Never share your full Online Banking PIN or password with anyone over the phone, by text, or by email - even if they claim to be from the bank or the police
  • Never share your card reader codes, One Time Passcode, app passcode or activation codes with anyone
  • Never take an instruction from a stranger asking you to transfer money from your account
  • If someone calls you unexpectedly, never let them to access your computer remotely
  • Always keep your contact details up to date - that's so we can get in touch with you immediately if we spot suspicious activity on your account.
Add your signposting title here… Frequently asked questions
Set Tab for lightbox