Security devices

Welcome to a more secure online banking experience. To get started please choose your security device.

Your make/model number can be found on the back of your device.

Digipass 275 - Overview

Our security device is easy to use and provides additional protection when transacting online. To find more information on setting up and using your security device, as well as troubleshooting please select the relevant tabs above. You'll also find the answers to some frequently asked questions.

If you have any questions about using the Security Device, please call our dedicated support team on 0800 085 1580.

We're available Monday to Friday 8am to 6pm and Saturday 8am to 2pm. For information on call charges please see call charge information.

Digipass 310 - Overview

Our security device is easy to use and provides additional protection when transacting online. To find more information on setting up and using your security device, as well as troubleshooting please select the relevant tabs above. You'll also find the answers to some frequently asked questions.

If you have any questions about using the Security Device, please call our dedicated support team on 0800 085 1580.

We're available Monday to Friday 8am to 6pm and Saturday 8am to 2pm. For information on call charges please see call charge information.

Digipass 301 - Overview

Our security device is easy to use and provides additional protection when transacting online. To find more information on setting up and using your security device, as well as troubleshooting please select the relevant tabs above. You'll also find the answers to some frequently asked questions.

If you have any questions about using the Security Device, please call our dedicated support team on 0800 085 1580.

We're available Monday to Friday 8am to 6pm. For information on call charges please see call charge information.

Getting started

Before you can use your security device you will need to activate it. To activate your security device please follow the instructions below.

Step 1

Remove the security device from the packaging and hold the 'OK' button for 2 seconds to turn it on.

Step 2

You'll now see a screen titled 'NEW PIN'. Choose and carefully enter a unique PIN, it must be 5 digits long.

Step 3

Once you've entered a PIN, you'll see a screen titled 'PIN CONF'. Enter your PIN again.

Step 4

The screen 'NEW PIN CONF' will flash and then disappear. This means that you’ve successfully confirmed your unique PIN. The 'SELECT' screen will then appear.

Step 5

Your security device is now ready to use. Please remember that the device must only be used by you. So please keep it in a safe place.

Using your device

You will need to use your security device to authorise any payments or administration changes you make online. When the authorisation screen is displayed in Santander Connect you will need to follow the instructions below to authorise the transaction.

Step 1

Turn on your device by holding down the 'OK' button for 2 seconds.

Step 2

Enter your PIN and then press 'OK' to continue.

Step 3

When you see the 'SELECT' screen, press button 1 (sign) to enter the challenge code shown on the authorisation screen in Santander Connect.

Step 4

Enter this 10 digit challenge authorisation code into your security device and press "OK". You'll now get an 8 digit response code on your security device.

Step 5

Enter this 8 digit response code in the Santander Connect transaction authentication box and press continue. This will authorise your transaction.

Troubleshooting

If you experience problems using your security device online, please use this guide to help you resolve any issues.

This shows you need to enter your PIN to start using your device.

This shows that you need to enter a new PIN (this screen is normally shown when you use the device for the first time). Please enter a new PIN.

This shows that you'll need to confirm your new PIN.

This message tells you that your new PIN has been confirmed successfully.

This tells you that the new PIN you've chosen isn't safe. Please remember certain combinations of digits such as the same numbers or sequential numbers aren't allowed. For example 12345, 99999 are not safe.

This shows that the confirmation (second entry) of your new PIN did not match the first entry. You will be asked to enter your new PIN again.

Please call the Online Banking Helpdesk. This shows that you’ve entered your PIN incorrectly 3 times and your device has now been locked.

Please call the Online Banking Helpdesk. This shows that your device is locked.

This is the home screen on your security device. Press button 1 to enter a challenge code to authorise a transaction in Santander Connect.

The dashes show how many digits need to be entered into your device. The arrow shows that there are more digits to the right of the screen and the screen will scroll right when you type into the device.

Please call the Online Banking Helpdesk. This shows that the battery on your device is low. The number tells you many weeks battery life is left. The battery level will count down from 5 weeks until it’s completely out of battery.

Please call the Online Banking Helpdesk. This shows that a button has been held down for longer than 60 seconds or is stuck. If this happens, your security device will automatically switch off.

Please call the Online Banking Help. For security your token device has been locked because it has been inactive for a period of time. Your security device will need to be reset in order for you to continue using it.

FAQs

We have prepared a number of Frequently Asked Questions (FAQs) to help answer any initial queries you may have regarding Santander Connect security device.

We hope this will give you greater peace of mind to bank safely and confidently online.

Your security device protects you in the following ways;

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Security devices offer a higher level of security than passwords, which will help protect you from fraud when transacting online.

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The device is uniquely linked to you, adding an extra layer of security when transacting online.

This is dependent on your company's online banking preferences but by default all of the transactions below need to be authorised by using your security device.

Authorising all payments
Setting up a new Standing Order
Importing a payment file
Creating or editing a payment beneficiary
Creating or editing a User
Creating or editing a user Role
Setting or editing your Customer Details
Setting or editing your Account Preferences

For any queries or support, please call our Online Banking Helpdesk on 0800 085 0937