M&S PASS FAQs

What is M&S PASS and what does it do?

It's a small device that provides you with an extra layer of protection against online fraud. M&S PASS generates a new security code each time you use it to help ensure only you can access your accounts. Once you've activated it, the M&S PASS will be uniquely linked to you and only you can see the code that is generated.

When do I need to use M&S PASS?

You will need to use it each time you sign into Internet Banking and when making certain payments and transactions.

Do all customers need M&S PASS?

M&S PASS is only required by customers who have one of our current accounts.

When will I receive my M&S PASS?

If you already use Internet Banking or requested an M&S PASS when you applied for your M&S current account we will automatically send your M&S PASS within 7-10 days of submitting your application.

If you didn't request an M&S PASS when you applied for your M&S current account, but would now like to use Internet Banking, you'll need to register for Internet Banking first and then we'll get an M&S PASS sent out to you. It normally takes between 7-10 days to arrive.

I have my M&S PASS. How do I activate it?

Have you used M&S Bank Internet Banking before?

Yes: Sign in as normal, you'll then be prompted to activate your new M&S PASS as part of the sign-in process; just follow the simple steps on screen.

No: If you're new to M&S Bank Internet Banking, go to activate now and follow the instructions.

How do I register for Internet Banking using my M&S current account?

You'll need:
Your account number and sort code
Your telephone security number – this may have been set up if you applied over the phone or in branch, if not call 0345 900 0900
Your email address

Once you've got everything to hand, register here.

Once you've registered for Internet Banking, you'll need an M&S PASS. It's a small device that provides you with an extra layer of protection against online fraud. M&S PASS generates a new security code each time you use it to help ensure only you can access your accounts. Once you've activated it, the M&S PASS will be uniquely linked to you and only you can see the code that is generated.

Why do I have to use my M&S PASS to validate payments and transactions?

When you are making a payment to a new beneficiary you will need to use your M&S PASS to authorise the payment. Some transactions, such as payments to new beneficiaries, are classed as higher risk and will require you to use your M&S PASS to authorise the payment. The unique code that is generated by your M&S PASS ensures that no one can change the destination of the payment fraudulently.

How long will my M&S PASS battery last?

Your M&S PASS battery should last five years under average use. The device will warn you when the battery is low. At that point, please contact us and we will send you a replacement. This will avoid you losing any access to our service.

What happens if my M&S PASS is lost, stolen or breaks?

If your M&S PASS is lost, stolen or broken, please contact us on 0800 363 459 to arrange for a replacement to be sent to you.

How long will it take for a replacement M&S PASS to arrive?

Please allow 7-10 days to receive a replacement in the post. If you have not received it after 10 days, please contact us on 0800 363 459.

What do I do with my old M&S PASS, is it recyclable?

M&S Bank will recycle your old M&S PASS. You can return your M&S PASS to any M&S Bank branch or post it back to us.

I'm going to have difficulty using the buttons or reading the M&S PASS display, what should I do?

If you have difficulty using the buttons or reading the display on your M&S PASS, you can contact us on 0800 363 459 to order a large version.