Our new multi-factor authentication process

We’ve put together some questions and answers about our new multi-factor authentication process. We hope this answers any questions you may have.

Why have you sent me a verification code for my transaction? I haven’t had to enter one before.
Why have I not received a code on my registered mobile number?
I received a message saying the service was unavailable - how do I complete my transaction?
I’ve entered my OTP, but it doesn’t work. I get an error which says ‘That code is incorrect - please try again’

Why have you sent me a verification code for my transaction? I haven’t had to enter one before.

To improve the security of your account, we are implementing some new steps to verify your identity.

Why have I not received a code on my registered mobile number?

I received a message saying the service was unavailable - how do I complete my transaction?

This error suggests there is a temporary technical problem with the service.

If your transaction is not urgent, please log into the service in an hour, or you can visit our contact us page to get in touch.

I’ve entered my OTP, but it doesn’t work. I get an error which says ‘That code is incorrect - please try again’

Please check the code sent to your mobile before re-entering.
Ensure you enter the code within 15 minutes of receiving it, or it will no longer work. Please use the link on the screen to request a new code.