Yes, we would recommend you do this, as it may be more convenient than having to use your physical M&S PASS. Simply download the M&S Banking App and follow the instructions to set-up your Digital M&S PASS. Please note that once the set up is complete, your old physical M&S PASS will no longer work.

What happens if I don't have my physical or Digital M&S PASS with me? Can I use someone else's?

No. Once an M&S PASS has been activated, it's uniquely linked to you. If you need to do something and you don't have your M&S PASS with you, you can call us on 0345 600 5860 and we'll be happy to help.

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

When you are making changes or carrying out certain transactions within Internet Banking, including changes to personal details, you will need to use your M&S PASS to authorise the change. The unique code that is generated by your M&S PASS ensures that no one can make changes to your details or authorise transactions fraudulently.

How quickly can I set up an M&S PASS?

If we have a valid mobile phone number for you, you can activate your Digital M&S PASS immediately by following the instructions on the M&S Banking App.

If you want a physical M&S PASS and have asked for it to be delivered by post, please allow at least 7 working days to receive it.

Questions about the Digital M&S PASS in the M&S Banking App*

Is the Digital M&S PASS secure?

Our M&S Banking App gives you access to a Digital M&S PASS. This is an additional layer of security which allows you to generate unique authentication codes, to keep your accounts and money safe (you'll need to use it each time you sign in to Internet Banking and when making certain payments and transactions). To generate a security code using the Digital M&S PASS, you can use face or fingerprint recognition. Your face and fingerprint are excellent security devices; no two are exactly the same and you've always got them with you! Your device will need to be enabled with face or fingerprint recognition (if available), and be compatible with the M&S Banking App. We recommend that you use the most up-to-date operating system.

Can I have a digital M&S PASS on more than one device?

Yes. You can set up the M&S Banking App, and therefore the Digital M&S PASS, on up to 3 compatible devices. You can remove devices by using the 'Manage devices' option within 'Security' after tapping the profile icon in the top right corner of the 'Balances' screen.

Can I still generate a security code and/or use the App if I have no internet or phone signal on my mobile device?

You don't need internet or phone signal to be able to use the Digital M&S PASS to generate a security code, but you do need a 3G, 4G or Wi-Fi signal to access your account information on the app. You'll also need it to be able to download and initially set up the Digital M&S PASS. Please note that internet usage on a 3G or 4G connection will be subject to your phone provider's usual charges and usage allowances.

What happens if I want to sell the mobile phone I have my Digital M&S PASS on?

Before you sell your mobile phone, first deactivate your Digital M&S PASS. You can do this from the 'Manage security' option within the app or alternatively by calling us on 0345 600 5860. We recommend that you also reset the old phone to factory settings.

If I change my device, what do I do?

You can access the app on up to three devices. In the event you change one of your devices, you will need to set up the M&S Banking App on your new device. And follow the instructions. If you have already downloaded the app on three devices you will need to remove one of those devices to add your new one.

What happens if the mobile device with my M&S PASS is lost or stolen?

Call us as soon as possible on 0345 600 5860 if your phone or tablet is lost or stolen and we can temporarily suspend your account access. If you need to call outside our usual opening hours (8am-8pm), please select the option to speak to our lost and stolen card support team. You may be responsible for unauthorised payments made from your accounts if you haven't kept your mobile or tablet, and your security details, safe.

If you have downloaded the mobile app on more than one device, you can also sign in to the app using one of your other devices and remove the app from the lost device by tapping the profile icon and then selecting 'Security' and then 'Manage devices'.

I've forgotten my Digital M&S PASS PIN. How can I reset it?

You can unlock your Digital M&S PASS PIN by completing the following steps;

Step one: Select 'Reset PIN'
Step two: Enter your password
Step three: An activation code will be sent via SMS
Step four: After entering your activation code, you will be asked to set up a new Digital M&S PASS PIN number

Questions about the physical M&S PASS

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

Visit marksandspencer.com/bank and sign in to Internet Banking. 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.

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 0345 600 5860 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 at least 7 working days to receive a replacement in the post. If you have not received it after 10 days, please contact us on 0345 600 5860

If I report my physical M&S PASS as lost but then find it again, can I use it?

Once you tell us you've lost your physical M&S PASS we'll immediately deactivate it to prevent fraudulent access to your accounts. You'll need to order a new physical M&S PASS even if you find your old one.

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

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.

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 0345 600 5860 to order a large version.
Alternatively, the Digital M&S PASS is compatible with normal VoiceOver (iOS) or TalkBack (Android) features.

M&S PASS troubleshooter

Your clever little physical M&S PASS provides you with an extra layer of protection against online fraud. If something isn't right, your M&S PASS will tell you.

Green Button

Press and hold for 2 seconds to turn the M&S Pass on
Enter your PIN
Press this button once to delete one character
Press and hold to clear all characters
After you've entered your PIN, press to generate a log-on security code

Fuchsia Button

This button is used after creating a new PIN
The fuchsia button is also used to generate a transaction code for authorising new payments

M&S PASS Messages

Type the error message displayed on your M&S PASS and click the image below to discover what you need to do.

Error message:

bAtt 0

The battery is running very low. There's only minimal power remaining.

You can order a replacement M&S PASS by calling in. We will mail the replacement to your correspondence address and it should arrive within at least 7 working days.

Alternatively you can switch to a Digital M&S PASS by downloading the M&S Banking App. You will then be able to use your mobile phone or other compatible devices to generate your security codes.

bAtt 1

The battery is running low. Don't worry - there's still approximately 1 month of power remaining.

You can order a replacement M&S PASS by calling in. We will mail the replacement to your correspondence address and it should arrive within at least 7 working days.

Alternatively you can switch to a Digital M&S PASS by downloading the M&S Banking App. You will then be able to use your mobile phone or other compatible devices to generate your security codes.

bAtt 2

The battery is running low. Don't worry - there's still approximately 2 months of power remaining.

You can order a replacement M&S PASS by calling in. We will mail the replacement to your correspondence address and it should arrive within at least 7 working days.

Alternatively you can switch to a Digital M&S PASS by downloading the M&S Banking App. You will then be able to use your mobile phone or other compatible devices to generate your security codes.

button

One of the buttons on your M&S PASS has been held down for too long. To save battery power, M&S PASS will automatically power off.

You can turn the M&S PASS back on by pressing and holding down the green button, enter your PIN and repeat what you were trying to do.

HELLO

This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.

LOCK NEW PIN not SAFE

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

LOCK NEW PIN_

M&S PASS is unlocked and you need to create a new M&S PASS PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this into your M&S PASS and press the fuchsia button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

LOCK PIN 1234567

When you press the green button the M&S PASS will display a 7 digit number.

To continue using Internet Banking, you will need to reset your PIN online.

To do this, sign in to Internet Banking and enter your username.

At the next screen, select the ‘Help with your M&S PASS’ link and then ‘Forgotten your PIN’.

Enter your Internet Banking password and follow the on screen instructions. You will be asked to press the green button on the M&S Pass where a 7 digit Lock PIN code will be displayed. Enter this Lock PIN code into the box on internet banking, press continue. A new screen displays further instructions and a 7 digit reset code.

Once you have the reset code, press the green button on the M&S Pass lightly and quickly - but do not hold it down. You will then be prompted to input the reset code followed by the new PIN you have chosen. Press the fuschia button once and reenter the new PIN to confirm and then a security code will be generated.

LOCK PIN CONF_ _ _ _

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

LOCK PIN_ _ _ _ _ _ _

Your M&S PASS is waiting for you to enter your seven digit PIN reset code.

Once you have entered the code, you will be prompted to set up a new PIN.

LOCK PINFAIL 1

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the M&S PASS will lock after three incorrect entries.

LOCK PINFAIL 2

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly – do not hold it down. You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the M&S PASS will lock after three incorrect entries.

LOCK PINFAIL 3

The PIN reset code was entered incorrectly for the third time. The M&S PASS is now temporarily locked and you will be unable to use it for approximately 1 hour. This message will remain on the screen of the M&S PASS until the lock out has expired, then the M&S PASS will automatically power off.

When the M&S PASS is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter your PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.

NEW PIN _

You will need to create a new M&S PASS PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this into your M&S PASS and press the fuchsia button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

NEW PIN CONF HELLO

You have successfully set-up your PIN. You can now use your M&S PASS.

NEW PIN not SAFE

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN is made up of digits and must not follow a logical or sequential pattern, for example 123456 or 11111.

PIN _ _ _ _

M&S PASS is waiting for you to enter your PIN. The number of dashes shown on the screen, is equal to the number of digits in your PIN.

PIN CONF _ _ _ _

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

*The M&S Banking App is available on compatible devices

Our customer services team are available 8am-8pm. Calls are recorded.