Learn more about how the M&S PASS keeps your account safe and find support if you're having trouble using your M&S PASS
An M&S PASS is a way for us to check it's really you that's accessing your digital banking services and is a type of two-factor authentication.
The M&S PASS adds an additional layer of protection as it generates unique security codes when you're signing in to digital banking or verifying certain transactions. You can either use a Digital M&S PASS or a physical M&S PASS.
You can access the Digital M&S PASS by downloading the M&S Banking App*.
If you're ready to set up your Digital M&S PASS, head to the App store or Google Play store to download the M&S Banking App. Please note device restrictions apply.
Existing customers can use our handy Mobile and Internet Banking access help tool
If you don't have a compatible device, you can order a physical M&S PASS which will generate the security codes you'll need to access your accounts. This is a small calculator-like device.
To order a physical M&S PASS, sign in to Internet Banking using the details you've set up and select the option to 'Order M&S PASS'.
Find support if you're having trouble using your M&S PASS.
You will need either a Digital or a physical M&S PASS each time you sign in to Internet Banking and when confirming certain actions within your account.
A Digital M&S PASS is located within the M&S Banking App, whilst the physical M&S PASS looks like a mini-calculator.
No. To maintain security, you can only have one type of M&S PASS at any time.
If you have a physical M&S PASS and download the M&S Banking app, your M&S PASS will then be located in the app. Meaning, you will no longer need your physical PASS.
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.
No. Once an M&S PASS has been activated, it's uniquely linked to you. All customers who use our digital banking services will need to use their own M&S PASS. That could be either a Digital or physical M&S PASS.
If you are a physical M&S PASS user and don't have access to your PASS, you can download the M&S Banking App to gain access to your accounts and view them on the go, without the need for your physical M&S PASS.
Please note that this will replace your physical M&S PASS for a Digital M&S PASS. Your M&S PASS will then be located in the app, meaning you will no longer need your physical M&S PASS in future.
Find out more about the M&S Banking App
If you are a Digital M&S PASS user, you can have the app on up to 3 devices. If you don't have access to any of your devices, you can always contact us.
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.
If we have a valid mobile phone number for you, you can activate your Digital M&S PASS immediately by downloading the M&S Banking App and following the instructions.
If you want a physical M&S PASS, these are delivered by post. please allow at least 7 working days to receive it.
Go to 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.
For more support, please see our guide for Setting up your physical M&S PASS.
Your M&S PASS battery should last five years under average use. The device will warn you when the battery is low. To save ordering and waiting for a new one, 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 view your account digitally or to generate your security codes.
Alternatively, if you wish to order another physical M&S PASS, please contact us and we will send you a replacement. Once signed in to Internet Banking, you can request a replacement via our 'Chat with us' service. This will avoid you losing any access to our service.
Please use the M&S PASS troubleshooter to type in the error message showing on your PASS, to see what you need to do.
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.
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.
To save waiting for a new physical M&S PASS to arrive in the post, 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 view your account digitally or to generate your security codes.
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.
To save waiting, you can switch to a Digital M&S PASS at any time by downloading the M&S Banking App. You will then be able to use your mobile phone or other compatible devices to view your account digitally or to generate your security codes.
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.
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.
Please use the M&S PASS troubleshooter to type in the error message showing on your PASS, to see what you need to do.
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.
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.
Before you sell your mobile phone, first deactivate your Digital M&S PASS. 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. We recommend that you also reset the old phone to factory settings.
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'.
You can unlock your Digital M&S PASS PIN by completing the following steps:
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.
Type the error message displayed on your M&S PASS and click the image below to discover what you need to do.
The battery is running very low. There's only minimal power remaining.
You can order a replacement M&S PASS by calling us. 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.
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 us. 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.
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 us. 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.
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.
This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.
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.
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.
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 'Need 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.
The PIN you are setting up needs to be confirmed. Please re-enter your chosen 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.
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.
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.
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.
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.
You have successfully set-up your PIN. You can now use your M&S PASS.
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.
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.
The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.
Find out how to set up the M&S Banking App or a physical M&S PASS
Learn how to generate a security code to access your Internet Banking
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* The M&S Banking App is available on compatible devices for main cardholders.
Our customer services team are available 8am-8pm. Calls are recorded.
