Our phones provide a quick and easy way to bank on the go. But lost, stolen and unsecure devices can put your accounts at risk. That’s why we have security features that protect you. But there are things you can do to further protect your phone and your accounts in case of loss or theft. We recommend reading through these tips and applying them to your device as soon as you can.
How we protect you
- Second layer authentication - We add this to your log-in journey to make it more secure.
- Device identity - We link your devices to you through your operating systems (iOS, Android, etc). When a new device is registered, this helps us make sure it’s you and not someone else trying to log into your account.
- In-app security - If your card is lost or stolen, you can block or freeze it. You can set transaction limits to restrict contactless and digital wallet (e.g. Apple Pay) transactions.
- Detection - If your device has been modified, we can detect it and stop the device from accessing the app. This helps keep your details and accounts safe from being hacked.
- Safer details – Your account and card details can be found in the app. This keeps your details behind your log-in and extra checks, so only you can access them. This means there's no need to write them down.
How you can protect your device
How you can protect your accounts
- Remotely wipe data – You can turn on settings that let you wipe your phone using a different device, such as a laptop. This lets you remove sensitive details, such as log-in details, before someone gets hold of them. Your device manufacturer will have guidance on how to do this.
- Look out for scams – When a device is stolen, you're more likely to get messages asking you to give access to your accounts. Look out for suspicious emails, texts, or calls that appear to be from Santander, or that ask you to share your details.
- Don’t click on links or attachments you are unsure about – This could lead to malware or viruses downloading on your device.
- If you suspect it, report it – If you believe a lost or stolen device is being used to make payments on your account, contact us immediately. Report any unusual calls, texts or emails from Santander to us. We’ll never contact you and ask for account details or personal information.
- Take five before you click or share – We'll never call you and ask you to share your bank details, one-time passcode (OTP), or ask you to click on links or attachments. Spotting fraud and scams
Follow the manufacturer guidance on disabling your device if it's lost or stolen. Contact us straight away online or by phone (0330 9 123 123 or 0800 313 4321) to block payments from your mobile app or digital wallet.