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
  • Digipass 310
  • Digipass 301
Digipass 275

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.

Digipass 275

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.

Troubleshooting

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

Pin messages
Digipass 275 -Troubleshooting 1

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

Digipass 275 - Troubleshooting 2

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.

Digipass 275 - Troubleshooting 3

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

Digipass 275 - Troubleshooting 4

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

Digipass 275 - Troubleshooting 5

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.

Digipass 275 - Troubleshooting 6

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.

Digipass 275 - Troubleshooting 7

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

Digipass 275 - Troubleshooting 8

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

General usage messages
Digipass 275 - Troubleshooting 9

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

Digipass 275 - Troubleshooting 10

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
Digipass 275 - Troubleshooting 11

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
Digipass 275 - Troubleshooting 12

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
Digipass 275 - Troubleshooting 13

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.

What is a security device?

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

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

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.
How secure is my device?

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

Where can I find the model of my security device?

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

How do I activate my security device?

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

What is a secure PIN?

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.

How many digits can I choose for my PIN?

A PIN must be 5 digits long. Avoid obvious numbers.

How do I set up a new PIN?

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

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

Please call our Online Banking Helpdesk (see details below).

What transactions need to be authorised by my security device.

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
How long does the battery last?

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 (see details below).

Can I have more than 1 security device?

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.

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

Please call our Online Banking Helpdesk (see details below) so the device can be blocked and a new one can be sent.

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

You can enter your PIN incorrectly up to 3 times before your security device is locked. If this happens please call our Online Banking Helpdesk (see details below).

What happens if I enter an incorrect Challenge Code?

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 (see details below).

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

Please call our Online Banking Helpdesk (see details below).

How do I request a new security device?

Please call our Online Banking Helpdesk (see details below).

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

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 (see details below).

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

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 (see details below).

Digipass 310

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.

Digipass 310

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.

Troubleshooting

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

Pin messages
Digipass 310 - Troubleshooting 1

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

Digipass 310 - Troubleshooting 2

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.

Digipass 310 - Troubleshooting 3

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

Digipass 310 - Troubleshooting 4

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

Digipass 310 - Troubleshooting 5

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.

Digipass 310 - Troubleshooting 6

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.

Digipass 310 - Troubleshooting 7

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”.

Digipass 310 - Troubleshooting 8

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

General usage messages
Digipass 310 - Troubleshooting 9

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.

Digipass 310 - Troubleshooting 10

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
Digipass 310 - Troubleshooting 11

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
Digipas 310 - Troubleshooting 12

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
Digipass 310 - Troubleshooting 13

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.

What is a security device?

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

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

 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.
How secure is my device?

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

Where can I find the model of my security device?

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

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

How do I activate my security device?

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

What is a secure PIN?

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.

How many digits can I choose for my PIN?

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

How do I set up a new PIN?

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

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

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.

How long after receiving my device can I active it?

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.

What transactions need to be authorised by my security device?

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
How long does the battery last?

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.

Can I have more than 1 security device?

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.

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

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.

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

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.

What happens if I enter an incorrect Challenge Code?

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.

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

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

How do I request a new security device?

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

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

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.

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

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.

Where can I go to get more information?

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

Digipass 301

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.

Digipass 301

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.

Troubleshooting

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

Pin messages
Digipass 301 - Troubleshooting 1

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.

Digipass 301 - Troubleshooting 2

This shows that you need to enter your PIN to use your device.

Digipass 301 - Troubleshooting 3

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

Digipass 301 - Troubleshooting 4

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

Digipass 301 - Troubleshooting 5

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.

Digipass 301 - Troubleshooting 6

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.

Digipass 301 - Troubleshooting 7

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

Digipass 301 - Troubleshooting 8

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

General usage messages
Digipass 301 - Troubleshooting 9

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
Digipass 301 - Troubleshooting 10

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.

Button messages
Digipass 301 - Troubleshooting 11

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.

Inactivity messages
Digipass 301 - Troubleshooting 12

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.

What is a security device?

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

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

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.
How secure is my device?

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

Where can I find the model of my security device?

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

How do I activate my security device?

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

What is a secure PIN?

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.

How many digits can I choose for my PIN?

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

How do I set up a new PIN?

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

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

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.

How long after receiving my device can I active it?

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.

What transactions need to be authorised by my security device.

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
How long does the battery last?

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.

Can I have more than 1 security device?

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.

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

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.

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

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.

What happens if I enter an incorrect Challenge Code?

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.

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

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

How do I request a new security device?

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

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

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.

Which headphones are compatible?

Most standard headphones are compatible with these Santander security devices.

How does the voice playback to work?

Voice playback should work whenever headphones are plugged into the security device. If this would not happen please contact the Online Banking Helpdesk on 0800 085 1580. Opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Where can I go to get more information?

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