We're making some
changes to our digital banking services
There are some important industry changes to digital banking coming later this year
which are designed to make accessing and managing your money online even more secure.
When the changes happen, you'll need to enter a unique security code every time you use
our Internet Banking. This provides another level of security to keep your money and accounts extra
Questions and answers
How do I generate a security code?
You will be able to generate a security code in one of the following ways:
- Using the M&S Banking App
You will be able to generate a security code using the
M&S Banking App on your smartphone
tablet. Our app will be updated with a new feature called a Digital M&S
PASS, and it's
new functionality that will generate 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 this new code
you access Internet Banking on your computer.
The Digital M&S PASS will be the most convenient option
for anyone with a compatible
smartphone or tablet, especially if your device has fingerprint or face recognition,
it quick and easy to access the app whenever you need it. The new Digital M&S PASS
functionality will be available after we've updated the app, and we'll be in touch with
users to let you know when this happens.
If you don't currently use our app, you can download it
free, on compatible devices, from app
stores. It's a quick and easy way to access your accounts on the go.
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- 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'll be able to request a physical M&S PASS. This is a device that
like a mini-calculator, and allows you to generate a unique security code, enabling you
log on to your accounts.
Am I able to use a physical and Digital M&S PASS?
No, if you use our app you will not be able to have a physical M&S PASS as well.
When are these changes happening?
They'll be happening later this year, at which point, we'll tell you that you need to start using
an M&S PASS. If you're using the app, we'll let you know when the updated version (complete with
Digital M&S PASS functionality) is ready to download.
If I opt for a physical M&S PASS will I receive this
When we roll out the changes later this year, if you select a physical
M&S PASS it will take 7-14 days to arrive in the post and you won't be
able to access your accounts through Internet Banking until you have
received and activated it. 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.
Please note you are unable to order a physical M&S PASS until the
changes have occurred.
Why tell me now?
Just so that you know and understand what's around the corner. We think it's important to keep you in
the loop at all times.
What do I need to do?
Nothing for the moment... you'll be able to use Internet Banking as usual for a while, until the
changes are made. But there are a couple of things you might want to do so you're prepared for the
- Check your contact details
It's important we have the right mobile, email
and postal address for you, as we'll need to
contact you in due course about your M&S PASS. Please double check your details
Details & Preferences' within Internet Banking. We'll be sending you a code to
Digital M&S PASS by text message, so having your correct mobile phone number is
- Download the app
If you don't already use the M&S Banking
App, it's a good idea to download it now. You
check your balances and latest transactions on the move, make credit card payments, and
current account customers can pay existing payees. And with Touch ID and face
log-in available on compatible devices, it's a quick and easy way to access your
We'll let you know when the updated app with the Digital M&S PASS functionality is
later this summer.
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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 new Second Payment Services Directive (PSD2) legislation, which comes
into force later this year. 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
customers an extra layer of security when using our digital banking services.
I'm a current account customer and already have a
physical M&S PASS. How will this affect
If you use the M&S Banking App, you'll get the new Digital M&S PASS functionality with the
later this year. Once you activate your Digital M&S PASS, your old physical M&S PASS will
Current account customers who use a physical M&S PASS but don't have the app can carry on using
However, if you want, you will be able to download the app and replace your physical M&S PASS
Digital M&S PASS.
How will I know when to download the latest version of
the M&S Bank App?
We'll be in touch when it's ready.
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