WHAT TO DO IF YOU HAVE FORGOTTEN YOUR ONLINE SERVICE USERNAME, PASSWORDS OR MEMORABLE WORD
The characters of both your password and memorable word are case sensitive, this means that you will need to enter each of these exactly the same way as at the time you selected them i.e. capital letters and / or lower case.
Forgotten username or password
If you have forgotten your username or password please click here and follow the on screen instructions.
Forgotten memorable word
If you have forgotten your memorable word, please enter your username and password and then follow the on screen instructions. You will be sent a new reactivation link via email to reset your memorable word.
Suspended from the Online Service
If, after three attempts of entering your password and / or memorable word, you haven't been able to gain access to the Online Service, it will be suspended.
To reactive your Online Service account please call us on 03300 243406 and, after answering some security questions, we will reactive your account over the phone.