M&S PASS troubleshooter

Your clever, easy to use little device that 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 below and discover what you need to do.

bAtt 0

This is the low battery message.

After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device works as normal.

  • bAtt 2: 2 months remaining
  • bAtt 1: 1 month remaining
  • bAtt 0: replacement needed

Please contact 0345 900 0900 to arrange for a replacement device to be sent to you.

bAtt 1

This is the low battery message.

After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device works as normal.

  • bAtt 2: 2 months remaining
  • bAtt 1: 1 month remaining
  • bAtt 0: replacement needed

Please contact 0345 900 0900 to arrange for a replacement device to be sent to you.

bAtt 2

This is the low battery message.

After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device works as normal.

  • bAtt 2: 2 months remaining
  • bAtt 1: 1 month remaining
  • bAtt 0: replacement needed

Please contact 0345 900 0900 to arrange for a replacement device to be sent to you.

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.

FAIL Pin

When setting up your PIN for the first time the two entries do not match.

Press the fuchsia button to return to the PIN setup and repeat the steps to set up a PIN.

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, log on to Internet Banking and enter your username.

At the next screen, click the 'Forgotten your PIN' under the Enter your security code here box.

Answer the security questions 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.

LOCK PINFAIL 4

The PIN reset code was entered incorrectly for the fourth 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 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 the same PIN reset code again.

If you are unsure what your PIN reset code is, you can generate another code. To do this, start logging on to Internet Banking and enter your username. At the next screen click the 'Forgotten your M&S PASS PIN', follow the on screen instructions and you will be given a PIN Reset Code.

LOCKFAIL Pin

Press the fuchsia button to return to the PIN setup and repeat the steps to set up a PIN.

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.

PIN FAIL 1

If you have entered an incorrect PIN, you will see the message 'FAIL 1'. Lightly press the green button to and enter your PIN again.

You will have three attempts to enter your PIN correctly.

PIN FAIL 2

If you have entered an incorrect PIN, you will see the message 'FAIL 2'. Lightly press the green button to and enter your PIN again.

You will have three attempts to enter your PIN correctly.

PIN FAIL 3

If you have entered an incorrect PIN three times, you will see the message 'FAIL 3' and your M&S PASS will become locked.

To unlock the M&S Pass proceed to Internet Banking where you will be able to reset your PIN online.

To do this, log on to Internet Banking, enter your username and click on Sign In.

At the next screen, click the 'Forgotten your PIN' under the Enter your security code here box.

Answer the security questions 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 code followed by your new PIN. Press the fuschia button once entered and re-enter the new PIN to confirm and then a security code will be generated.