Digital banking services

Help and support following recent changes to our digital banking services

Our Digital Security Promise

We want our customers to feel safe and secure when using our online digital banking services

We have made some important changes which affect how you access your accounts using our digital banking services.

  • All customers now need to enter a unique security code every time they access Internet Banking (current account customers are already used to this).
  • There have also been changes to how current account customers verify transactions within Internet Banking.
  • The security codes are generated by using the ‘Digital M&S PASS’ within the M&S Banking App, or by using a physical M&S PASS, which is a small calculator-like device. This provides another level of security to keep your money and accounts safe.

Once set up, accessing your accounts is quick, easy and secure. If you do have issues either getting set up or signing in using the new security codes, we have information and guides to help you, please see our FAQs section below.

Remember, never share any PINs, codes or passwords with anyone, this includes individuals claiming to be M&S Bank staff or law enforcement representatives.

FAQs

How do I set up the app?

The app is available to download on compatible devices in the App Store or Google Play. Watch our video to get set up

Video script - Getting started with the M&S Banking App

Hello and welcome to the M&S Banking App.

In this video we'll show you how to get started with the M&S Banking App.

It's a quick and easy way to keep tabs on your account(s) when you're on the go and is a convenient way to generate a unique security code to access your Internet Banking account using the Digital M&S PASS.

Ok, let's start.

Once you've downloaded the app, open it and you'll see that there's a 3 step process to set up your Digital M&S PASS.

First, enter your Internet Banking username and tap 'Continue'.

Next, you need to verify it's you. You can do this using your mobile phone, or by using a physical M&S PASS, which is a small calculator-like device that you may have if you're an M&S current account customer.

Choose the method that best suits you.

If you select 'Password and activation code via SMS', tap 'Continue', then enter your Internet Banking password and tap 'Continue'. On the next screen, tap 'Send activation code'.

You should receive a text from us with your activation code.

Input this code on the next screen and you're now ready to create your Digital M&S PASS PIN. You will use this PIN to sign into the app in future and also to generate a sign-in code for Internet Banking.

Alternatively, if you have a physical M&S PASS and want to use this to receive your activation code, then select 'Physical M&S PASS' on the verification screen and tap 'Continue'. You'll need to use your physical M&S PASS to generate an activation code.

To do this, press and hold down the green button in the bottom right hand corner for 2 seconds to turn on your M&S PASS and enter your PIN. Press the green button again and this will generate your activation code.

Input this code and you're now ready to create your Digital M&S PASS PIN. You'll use this PIN to sign in to the M&S Banking App in future and also to generate a sign-in code for Internet Banking.

Once you've set up your Digital M&S PASS PIN, the next time you sign in, you can enable face or fingerprint recognition if supported by your device, which will make signing in even easier.

Thank you for watching.
We hope you found this video guide helpful.

I can’t set up the app as there is no mobile phone number held on my account

As part of the app set up process, we will send you an SMS to verify that it’s you. This will be sent to the mobile phone number that we hold for you. If we don’t hold the correct mobile phone number for you, you will need to provide us with one. If you have recently updated your mobile number, we need to make sure that it has been changed by you, so we place a delay between the change being made, and allowing the number to be used for certain things such as activating a Digital M&S PASS.

I can’t set up the app as I’ve forgotten my Internet Banking username or password

If you have forgotten your username, go to the Internet Banking sign in page, and choose the ‘Forgotten username’ link below the ‘Continue’ button, then follow the instructions.

If you have forgotten your password, go to the Internet Banking sign in page, enter your username and select ‘Continue’. Choose the ‘Forgotten your Password’ link and follow the instructions.

I have set up the app – how do I generate a security code to access Internet Banking?

Please see our video with instructions on how you can use the app to generate a security code to access Internet Banking

Video Script

Before you start, you'll need to have your smartphone or tablet to hand so that you can access the M&S Banking App.

First, make sure you're signed into M&S Internet Banking. On the 'My Accounts' screen, please click into your M&S Current Account.

The next screen shows you a summary of your account details. Go to the list on the left-hand side of the screen and click 'Send Money' and select 'To Someone Else' from the list that drops down below.

Next, select from the list of existing payees or select from one of the options under 'Create a new payee'.

On the 'Send money to another account' screen, once you've filled in the details as requested, if you're creating a new payee, you'll need to generate a transaction code using your Digital M&S PASS.

To do this, launch the M&S Banking App on your smartphone or tablet and select 'Generate a security code', and then 'Transaction verification code'.

On the next screen, enter the last four digits of the payee's reference or account number followed by the payment amount, including pence.

Now select 'Authorise' and use face or fingerprint recognition, if you have this set up. Alternatively, enter your 6-digit M&S PASS PIN. A 6-digit transaction code will be displayed.

Enter this code in the boxes at the bottom of the screen.

Finally, click 'Continue' and you will see a summary of the transaction. If all the details are correct, click 'Send Money' and you'll receive confirmation it's been sent with the option to print a copy.

Please note, once you've completed these steps and successfully made your first payment, you'll only be asked to verify the payment with a transaction code periodically.

Thank you for watching.
We hope you found this video guide helpful.

I am entering my security code to sign into Internet Banking and getting an error saying some of the information does not match the records?

This message will appear if the security code displayed has been entered incorrectly or if an incorrect Digital M&S PASS PIN has been used to generate the security code.

If you are using the app to ensure you do not get locked out, please select the 'generate a new security code' box at the bottom of the screen and enter your Digital PASS PIN again carefully to generate a new code.

If you continue to receive this error, please reset your Digital M&S PASS PIN by following the 'forgot your PIN?' link on the app homepage.

If you're using a physical M&S PASS, please check you are generating the code with the correct physical M&S PASS. 

If you have opted to use our Digital M&S PASS you are not able to have a physical M&S PASS as well.

I have entered my security code, but the screen says that my account is locked

If you have entered your security code incorrectly a number of times, you will be locked out. This may also happen if you have entered your PIN incorrectly when generating the security code. Follow the instructions on screen to unlock your account.

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.

How do I order a physical M&S PASS?

If you don’t already have the app or a physical M&S PASS, sign in to Internet Banking and you’ll reach a screen with information about the digital and physical M&S PASS. You’ll be able to order a physical M&S PASS online by following the instructions (it will take approximately 7 working days for it to arrive in the post). Please note that if you use the app, you won’t be able to have a physical M&S PASS as well, as you can only have one M&S PASS at a time.

You won’t be able to access your accounts through Internet Banking until you have received and activated it. If you need to 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 8am-8pm, 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.

I have received my physical M&S PASS – how do I generate a security code to access Internet Banking?

On receipt of the physical M&S PASS and activation code, sign in to Internet Banking and you will be asked to activate it. Follow the instructions on-screen – you will need to enter the activation code and serial number (the serial number is on the reverse of the M&S PASS).

Once activated, you can use it to generate your unique security codes to access Internet Banking – our video provides a step-by-step guide.

We’ve created the following short video to demonstrate how to generate a security code you’re your physical M&S PASS

Video Script - How to sign in using a physical M&S PASS

Before you start, you'll need to have your physical M&S PASS to hand.

Go to the Internet Banking home page and enter your username to sign in.

You'll then be asked to enter your security code. To generate this code, you'll need to use your physical M&S PASS.

First switch on your M&S PASS - press and hold down the green (bottom right hand) button for 2 seconds to turn on your M&S PASS, then enter your PIN. Now press the green button to generate a single-use security code.

Enter this code on the Internet Banking sign-in screen and click 'Sign in'.

That's it. You should now be able to see your account summary screen.

Thank you for watching.
We hope you found this video guide helpful.

I have received my physical M&S PASS but find the buttons too small to use

Our 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.

Please give us a call on 0345 600 5860 if a larger physical M&S PASS is required. We're available 8am-8pm, 7 days a week.

How do I verify a new payee within Internet Banking?

Current account customers need to set up new payees within Internet Banking, and as part of this process, will need to generate a transaction verification code. Our videos provide guidance on how to do this.

Video Script

Before you start, you'll need to have your smartphone or tablet to hand so that you can access the M&S Banking App.

First, make sure you're signed into M&S Internet Banking. On the 'My Accounts' screen, please click into your M&S Current Account.

The next screen shows you a summary of your account details. Go to the list on the left-hand side of the screen and click 'Send Money' and select 'To Someone Else' from the list that drops down below.

Next, select from the list of existing payees or select from one of the options under 'Create a new payee'.

On the 'Send money to another account' screen, once you've filled in the details as requested, if you're creating a new payee, you'll need to generate a transaction code using your Digital M&S PASS.

To do this, launch the M&S Banking App on your smartphone or tablet and select 'Generate a security code', and then 'Transaction verification code'.

On the next screen, enter the last four digits of the payee's reference or account number followed by the payment amount, including pence.

Now select 'Authorise' and use face or fingerprint recognition, if you have this set up. Alternatively, enter your 6-digit M&S PASS PIN. A 6-digit transaction code will be displayed.

Enter this code in the boxes at the bottom of the screen.

Finally, click 'Continue' and you will see a summary of the transaction. If all the details are correct, click 'Send Money' and you'll receive confirmation it's been sent with the option to print a copy.

Please note, once you've completed these steps and successfully made your first payment, you'll only be asked to verify the payment with a transaction code periodically.

Thank you for watching.
We hope you found this video guide helpful.

Video Script

How to make a payment from your M&S Current Account using a physical M&S PASS

Before you start, you'll need to have your physical M&S PASS to hand.

First make sure you're signed into M&S Internet Banking. On the 'My Accounts' screen, please click into your M&S Current Account.

The next screen shows you a summary of your account details. Go to the list on the left-hand side of the screen and click 'Send Money' and then select 'To Someone Else' from the list that drops down below.

Next, select from the list of existing payees or select from one of the options under 'Create a new payee'.

On the 'Send money to another account' screen, once you've filled in the details as requested, if you're creating a new payee, you'll need to generate a transaction code using your physical M&S PASS.

Follow the step-by-step M&S PASS instructions on the screen, inputting your PIN and the last four digits of the payee reference or account number followed by the payment amount, including pence, and press the fuchsia button to generate the code.

Enter this code in the boxes at the bottom of the screen.

Finally, click 'Continue' and you will see a summary of the transaction. If all the details are correct, click 'Send Money' and you'll receive confirmation it's been sent with the option to print a copy.

Please note, once you've completed these steps and successfully made your first payment, you'll only be asked to verify the payment with a transaction code periodically.

Thank you for watching.

We hope you found this video guide helpful.

I’m a current account customer and my sign-in screen looks different?

As we've made some changes to Internet Banking, the sign-in screen now looks slightly different. These changes, in line with new industry regulations, mean that all our customers will need to enter a unique security code to access Internet Banking. The good news is that, as a current account customer, you already do this by signing in with your M&S PASS.

Remember, never share any PINs, codes or passwords with anyone, this includes individuals claiming to be M&S Bank staff or law enforcement representatives.

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