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We've made some changes to our digital banking services

What's changed?

We have made some important industry changes to our digital banking services which are designed to make accessing and managing your money online even more secure.

We are rolling out the changes and you’ll soon be asked to enter a unique security code every time you sign in to Internet Banking, and to verify certain transactions within Internet Banking. This provides another level of security to keep your money and accounts extra safe.

You will be able to generate a security code in one of the following ways:

  1. Using the M&S Banking App

    You can now generate a security code using the M&S Banking App on your smartphone or tablet. Our app has been updated with a new feature called a Digital M&S PASS, and it’s this new functionality that generates the unique, single-use security code which is specific to you and the device you use for your banking. You’ll be asked to enter a security code when you access Internet Banking on your computer, and to verify certain transactions within Internet Banking.

    The Digital M&S PASS is the most convenient option for anyone with a compatible smartphone or tablet, especially if your device has fingerprint or face recognition, making it quick and easy to access the app whenever you need it. The new Digital M&S PASS functionality is now available with our updated app.

    If you don’t currently use our app, you can download it on compatible devices, from app stores. It’s a quick and easy way to access your accounts on the go.

    Discover the M&S Banking App

  2. Using a physical M&S PASS

    If you don’t have a compatible smartphone or tablet, or you’d prefer not to use the M&S Banking App, you will be able to request a physical M&S PASS. This is a device that looks like a mini-calculator, and allows you to generate a unique security code, enabling you to sign in to your accounts and verify your transactions. Over the coming months you will see a prompt within Internet Banking, asking you to select an M&S PASS. At this point, if you would like a physical M&S PASS, you will be able to order one. You will only be able to order a physical M&S PASS when you are prompted to do so within Internet Banking.

    Please note that it could take up to 7 working days to arrive in the post. You won’t be able to access your accounts through Internet Banking until you have received and activated your M&S PASS. If you need to access your accounts whilst you are waiting for your physical M&S PASS to arrive, you can use Telephone Banking. Call us on 0345 600 5860. We’re available 24 hours a day, 7 days a week.

Questions and answers

Am I able to use a physical and Digital M&S PASS?

No, if you use our Digital M&S PASS (within the M&S Banking App) you are not able to have a physical M&S PASS as well.

Can I get the Digital or physical M&S PASS now?

You can get a Digital M&S PASS now – you just need to download the M&S Banking App. Existing app users need to update their app to the latest version.

If you’d prefer a physical M&S PASS, you will see a message within Internet Banking in the coming months to prompt you to select an M&S PASS. At this point, if you would like a physical M&S PASS, you will be able to order one. Please note that it could take up to 7 working days to arrive in the post. You will only be able to order a physical M&S PASS when you are prompted to do so within Internet Banking.

When are these changes happening for me?

We are in the process of rolling out these changes, we’ll prompt you within Internet Banking to select an M&S PASS.

The Digital M&S PASS is available for app users immediately – you just need to make sure that you update the app to the latest version.

If I opt for a physical M&S PASS will I receive this straightaway?

When you are prompted within Internet Banking to choose an M&S PASS, if you choose a physical M&S PASS it will take up to 7 working days to arrive in the post. You won’t be able to access your accounts through Internet Banking until you have received and activated it. If you need to access your accounts or make a payment whilst you are waiting for your physical M&S PASS to arrive, you can do this using your bank's online service. You should quote our bank details, sort code 40-12-57 and account number 59001115, with your 16-digit M&S Credit Card number as a reference.

Alternatively and for any other query, you can call us on, 0345 600 5860, we’re available 24 hours a day, 7 days a week. Our customer service team can do everything that Internet Banking can do, and are here to help.

Customers who have a smartphone or tablet may find the Digital M&S PASS (within the M&S Banking App) a more convenient option, as you’ll be able to activate it straightaway.

What do I need to do?

Once you have set up your physical or Digital M&S PASS, you will need to use it every time you sign into mobile or Internet Banking.

If you previously had a physical M&S PASS, you can either carry on using it as you do today, or you can now upgrade to a Digital M&S PASS, if you have a compatible device. You’ll firstly need to make sure you’ve downloaded the M&S Banking App.

A Digital M&S PASS makes signing in much easier – it’s built into the M&S Banking App so you don’t need to carry an extra device around with you.

What options do you have for customers with accessibility requirements?

The Digital M&S PASS is compatible with normal VoiceOver (iOS) or TalkBack (Android) features. With the physical M&S PASS, you can order a larger version with audio support and headphones.

Just contact us on 0345 600 5860. We’re available 24 hours a day, 7 days a week.

I'm a current account customer and already have a physical M&S PASS. How will this affect me?

If you use the M&S Banking App, you’ll get the new Digital M&S PASS functionality with the app. Once you activate your Digital M&S PASS, your old physical M&S PASS will no longer work. You are unable to have both a physical and Digital M&S PASS.

Current account customers who use a physical M&S PASS but don’t have the app can carry on using it. However, if you would like to, you can download the app and replace your physical M&S PASS with a Digital M&S PASS instead.

Why is the new legislation being brought in?

Legislation around logging in to your accounts and making payments online is changing across the UK and Europe. It’s part of the Second Payment Services Directive (PSD2) legislation. The changes are being put into place to help protect everyone’s accounts from ever increasing scams and fraud attacks. It affects the whole banking industry and helps make accessing and managing your money online even more secure. The M&S PASS will give all our customers an extra layer of security when using our digital banking services.

Can you use/download the M&S Banking App if you have an overseas mobile phone but you reside in the UK?

Unfortunately you require a mobile with a UK based number to download the app.

What is a transaction verification code?

This is a security code where a customer authorises and verifies an Internet Banking transaction. The process requires the generation of a one-time code for setting up a new payment, using either a physical or Digital M&S PASS.

Current account customers will also notice that how they generate a security code on their M&S PASS to verify a transaction is changing. Please read the instructions on screen when you make a payment. You can also find details on our Using your M&S PASS page

How will I know when to download the latest version of the M&S Bank App?

The latest version of the app is ready to download for free from the App Store or Google Play™, available on compatible devices.

What happens to my physical M&S PASS if I have downloaded the new digital version?

Where possible, an old or broken physical M&S PASS should be disposed of in an environmentally friendly manner at your local recycling centre. Please don’t put an old physical M&S PASS into your normal household waste bin.

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