Two Factor Authentication

Two Factor Authentication


What is two-factor authentication?


Two-factor authentication is an extra layer of security used, to ensure that people trying to gain access to an online account are who they say they are. 


It works by combining:

  • ‘something you know’ (your username and password which you set up during registration) 
  •  'something you have’ (a time-based one-time access code to your phone/email address) 


Why use two-factor authentication?


Two-factor authentication helps verify your identity and prevent cybercriminals from accessing your private information.


A hacker has various techniques to be able to steal or crack a user’s password, the most common being phishing. But a hacker trying to break into your account, even a hacker who has obtained or guessed your password, would be locked out without having that second factor (the one-time pass code sent to your phone/email address).


How can I receive my one-time pass code? 

  • Via my mobile phone;
    In order to receive the text (SMS), you need to ensure you have a mobile signal.
  • Via my landline phone;
    Ensure that your landline service is enabled to receive text messages.
  • Via email 
  • Alternatively, you can use the ‘receive access code via email’ option on the login screen. We recommend only using this option in exceptional circumstances.


I have received a one-time passcode that I wasn’t expecting, what should I do?


If you have received a text message, call or email providing you with a one-time passcode to access your account, but you have not tried to log in, it is possible that someone else has attempted to and knows your username and password.  Since you have two factor authentication on your account, they won’t be able to sign in unless they have access to where the one-time password was sent (your mobile phone, landline or email account). 


If you have received a message that you were not expecting please call us on 0800 561 4000.