The way you shop and use your card online is changing

Make sure you’re ready

What’s changing?

Over the next few months, we'll be adding an extra layer of security to help prevent fraud and scams. This is because of changes to the payment services regulations.

This means you'll be asked to confirm online card payments more often. That way we know it's really you. This makes it harder for fraudsters to make payments without your knowledge.

How will it work?

If you’re a regular user of our banking app, you’ll soon be asked to quickly and easily confirm your purchases within the app. In the meantime, we’ll continue to send a one-time passcode via text message.

If you don’t have the app, we’ll continue to send a one time passcode to your mobile phone number to confirm your purchase. We’re introducing additional changes to supplement the use of one-time passcodes later in the year.

If you’re unable to confirm your purchases using the app or via text message, we’ll be introducing an alternative solution later in the year.

Check you’re prepared

To make sure you’re able to complete these extra security checks, can you answer the following?

Is your mobile phone number up-to-date on your account?

Are you already registered for Internet Banking? You need to do this before downloading the app

Do you already use the M&S Banking App? If so, you’ll be ready for the changes!

If you have recently updated your mobile number, we need to make sure that it's been changed by you. We’ll place a delay between the change being made and allowing the number to be used for certain things, like setting up the M&S Banking App.

Frequently Asked Questions

Why are you adding in these extra checks and how will they benefit me?

Changes to online card payments are being introduced due to new Payment Services Regulations. This additional level of verification has been designed to help protect you from card fraud, and make it harder for fraudsters to make payments without your knowledge.

I already use the banking app, what do I need to do?

Great news, regular users of the app will be able to confirm payments quickly and with ease when the feature is launched. We’ll let you know when this is available. It’s worth checking that we hold your up-to-date mobile phone number.

I don’t use the M&S Banking App or Internet Banking at the moment, how do I register?

First, register for Internet Banking to set up a digital username and password. You’ll then use this information to sign in to the M&S Banking App.

I use Internet Banking but not the M&S Banking App, how do I download and start using it?

Start by downloading the banking app via the App Store or Google Play and have your Internet Banking username and password handy.

Once you’ve set up the app, you’ll use it to generate a unique security code to sign in to Internet Banking. This will replace your physical M&S PASS if you have one. Visit our Banking App page to find out how to set up the app.

I’m not able or don’t want to use the M&S Banking App

No problem, but you will need to ensure that we hold your up-to-date mobile phone number. Visit our update contact details page to find out how. If you’re unable to use the banking app or receive a text message, we’ll be introducing an alternative solution later in the year. There'll be more on that here soon.

How do I review and update my contact details?

Simply sign in to Internet banking and select “My Details and Preferences” on the left hand side. Choose what you wish to update and follow the instructions. You can also update your contact details by calling us on 0345 600 5860.

What happens if I don’t have a mobile phone, or it’s lost/broken when I need to make a payment?

If you can’t use a mobile phone to confirm payments please contact us on 0345 600 5860. We’ll be introducing an alternative solution to allow you to confirm payments later in the year. There’ll be more on that here soon.

Lines are open 8am-8pm. Calls are recorded for our mutual security, training and monitoring purposes.

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