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.

Q: What is a security device?

A: A security device is a small, portable electronic security device which generates unique code that can be used to authenticate transactions within Santander Connect.

Q: Why do you need me to use a security device to confirm online transactions?

A: 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;

  • Security devices offer a higher level of security than passwords, which will help protect you from fraud when transacting online.
  • The device is uniquely linked to you, adding an extra layer of security when transacting online.
Q: How secure is my device?

A: Our security devices use complex algorithms to generate random response codes. This second level of authentication is much more secure than standard password authorisation.

Q: Where can I find the model of my security device?

A: The model of your security device can be found on the back of the device itself.

Q: How do I activate my security device?

A: Instructions on how to activate your security device can be found here.

Q: What is a secure PIN?

A: A secure PIN is your unique code that you will use to operate the device. It ensures no one else can use the device, except you. Always remember to never let anyone else know your PIN or use this device.

Q: How many digits can I choose for my PIN?

A: A PIN must be 5-7 digits long. When choosing your PIN, avoid obvious numbers like 1234 or 1111, 2222, 3333 and so on.

Q: How do I set up a new PIN?

A: Instructions on how to set a new PIN on your security device can be found here.

Q: What do I do if I've forgotten my PIN?

A: Please call our Online Banking Helpdesk on 0800 085 1580. Our opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: How long after receiving my device can I active it?

A: You need to activate your device within 21 days of receiving it or the device will be automatically locked. If this happens please call the Online Banking Helpdesk on 0800 085 1580. Opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: What transactions need to be authorised by my security device.

A: 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
  • Setting or editing your Payment Preferences
Q: How long does the battery last?

A: The average battery life is 5 years. If you receive a "Batt" message then the battery on your device is low and you should call our Online Banking Helpdesk on 0800 085 1580.
Opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: Can I have more than 1 security device?

A: Yes, a security device will be needed for each user at your company who can authorise transactions in Santander Connect. Each user can only have 1 security device registered.

Q: What should I do if my security device is lost or stolen?

A: Please call our Online Banking Helpdesk immediately on 0800 085 1580 so the device can be blocked and a new one can be sent. Opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: What should I do if I have entered my PIN incorrectly?

A: You can enter your PIN incorrectly up to 3 times before your security device is locked. After the second incorrect PIN entry the Token will display “Time Penalty” This will lock out the tokens use for exactly 5 minutes. If the PIN is entered incorrectly for a third time your security device is locked. If this happens please call our Online Banking Helpdesk on 0800 085 1580. Our opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: What happens if I enter an incorrect Challenge Code?

A: The device will show an invalid response code. You will need to start the authorisation process again. Instructions on the signature process can be found here. For help please call our Online Banking Helpdesk on 0800 085 1580. Our opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: What should I do if my security device is broken or has stopped working?

A: Please call our Online Banking Helpdesk on 0800 085 1580. Opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: How do I request a new security device?

A: Please call our Online Banking Helpdesk on 0800 085 1580. Opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: I have requested a new security device. When will I receive it?

A: In most cases new security devices will be received within 7 -10 working days. Please make sure there’s someone available to sign for the new device. If you don’t receive your new device within 10 working days please contact our Online Banking Helpdesk on 0800 085 1580. Our opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: Are there any arrangements specifically designed for the visually impaired or blind?

A: Yes, we have security tokens specifically designed for the visually impaired or blind. Please speak to your Relationship Director or Contact our Online Banking Helpdesk to find out more. Our opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Q: Where can I go to get more information?

A: For more information on how you can protect yourself online please click on the links below;

More help

If you have any questions about using the Security Device, please call out 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.

Contact us about fraud

If you think your Santander accounts have been compromised, or you may have given out your security details, please call us immediately on:

0800 085 2090

Useful links

The websites below provide a wealth of information and support to help you protect your business from fraud.

Santander Security
Action Fraud
Get Safe Online
Financial Fraud Action UK
Crimestoppers
CIFAS
Financial Conduct Authority