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

Pin Messages

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.

After entering the incorrect PIN twice when switching on the device, the token will show “Time Penalty”. It will sit in this state for exactly 5 minutes at which point it will change to “Last Try”.

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

General Usage Messages

This is the home screen on your security device. To enter a challenge code press the right arrow key until the words ''1 Sign. 1 Field'' is shown on screen. Then press the ''OK'' button.

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.

Battery messages

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.

Button messages

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.

Inactivity Messages

Inactivity Messages

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.


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
Financial Conduct Authority