Log in support

We understand that sometimes our customers face issues logging in. 

Two common problems are:

  • Multiple Sessions: make sure you only have one active session open to avoid conflicts.
  • Cache and cookies: clearing your browser's cache and cookies can help. Search online for instructions on how to clear these for your specific browser.

If you clear these, we’ll ask if you want to trust your device the next time you log in.

If you still need support, here are some common questions and answers to help you get back into Business Internet Banking.

User login details support

  • We’re introducing passkeys – a more secure way to sign in using a trusted device, without a password.

    To prepare for this, we’ve removed the need to enter your password when signing in. For added security, you will still need your password for certain actions, such as payments.

  • Password managers can help you create strong passwords, but sometimes they don’t meet our criteria. For example, they may include a special character that we don’t allow.

    If this happens, we’ll show an on-screen error message to help you correct it.

    Keep in mind, you’ll need to save the final password in your password manager when prompted for future logins.
     

  • Username

    You can find out your username in the banking app under ‘Profile and settings’ then ‘Business Profile’. Your username is sometimes referred to as “User ID”.

    Password

    You can reset your password in the banking app under ‘Profile and settings’ then ‘Settings’.

    Keep in mind, if you have a personal account with us too, your password will reset on both accounts.

    Memorable information

    If you’ve forgotten your memorable information, go to the Business Internet Banking logon screen and select ‘Forgotten your details?’.  Make sure you have your account details, card and card reader with you. Keep in mind, if you have a personal account with us too, your memorable information will reset on both accounts.

    You can change or reset any of your log in details, you will need your account details and card reader:

    1. Go to Business Internet Banking login screen and select ‘Forgotten your details?'.
    2. Follow the on-screen steps.

  • Call us on 0345 300 0268, or (+44) 131 339 8620 from abroad.  Lines are open Monday to Friday, 8am to 6pm, and Saturday, 9am to 2pm, excluding bank holidays.

PIN support

Card and reader support 

  • If you have a new PIN, it needs to be activated.  That can be done at any Lloyds or Bank of Scotland Cashpoint©.

    1. Put your card in and enter your new PIN.
    2. Select ‘PIN services’, then ‘Unlock PIN’.
      Your card and PIN will now be ready to use.

    If you are using the same PIN as before you don’t need to activate your replacement authentication card, you can use it with the same PIN as before.

  • Any other UK bank card reader should work with your card in the same way. The card reader holds no personal information about you, so if a colleague has one you should be able to use theirs. As long as you have your unique card and PIN, you will still be able to generate passcodes.

    If you see a ‘Battery low’ warning message on the card reader display, the batteries will need replacing.

    To replace the batteries, you’ll need 4 x LR44 1.5v batteries and a small screwdriver. Remove the screen at the back of the reader, replace the batteries, and your card reader will be ready to use.

    If you have registered for the Business banking app you can message us in the app to order a replacement card reader. 

    1. In the app, go to ‘Support’ and then ‘Message us’
    2. Ask the assistant to ‘Order a new card reader’
    3. We’ll send your new card reader in the post.

    You can order a replacement card reader by calling us on 0345 300 0268.  Lines are open Monday to Friday, 8am to 6pm and Saturday, 9am to 2pm. This excludes bank holidays.

    You can order an additional card reader for Business Internet Banking.  There may be a charge for this.

    1. Log in to Business Internet Banking.
    2. Select ‘More actions’.  
    3. Select  ‘Account services’, then ‘Request replacement card’.

    There may be a charge for this.

  • Until you've trusted the browser on your chosen device, you'll need to use your card and reader as an additional security step.

Trusted browser support

  • You may be asked to trust your device again if something has changed such as:

    • you have cleared your cookies
    • you are using private browsing
    • we see unusual logon activity on your account
    • other people have used the same device to login to their Business Internet Banking account.

  • We will invite you to trust your device when we identify a regular pattern of use and that your device is safe, such as free from malware. To stand the best chance of being able to trust your device it’s best to not clear your cookies and not use any private browsing settings.

    There is no other way to register your device as trusted.

  • We want to give you the best chance to trust your device, so we’ll ask you a few times. However, if you continue not to trust your device, we’ll not show you the message for a while.

    We recognise that circumstances change. So, you may be prompted again to trust your device in the future, or if using another device.

Passkeys support

  • Passkey is a modern, password less authentication method. It is an encrypted digital key created on your device. Passkeys are faster, simpler and more secure way to log in to websites.

    A passkey is made of two unique keys. One half of the Passkey is stored on your device, and the other half is stored with website owner.

    To unlock your passkey, you’ll need your unique face, fingerprint, device pattern or PIN.

  • You can use your passkey to securely log in to your Business Internet Banking account on the web.

  • If you see the message “We couldn’t complete your request”, it means we weren’t able to set up your passkey this time. 

    What to do next:

    • Try again and make sure you save your passkey to your Windows device when prompted.
    • Avoid selecting other save options, as this can prevent the set-up from completing.

    If you’re still having trouble, you can continue to sign in using your usual login details.

  • Passkeys will be available on Windows first. You’ll be able to use passkeys in the future on different operating systems as we expand our service.

  • In some organisations, devices may be shared, but each user has their own unique user ID and login credentials (rather than a shared account).

    Before creating a passkey on a shared device, we recommend checking your organisation’s IT policies to make sure this is allowed.

    When you create a passkey for Business Internet Banking, you confirm that only you will have access to your account.

    A passkey should not be created on a public device. 

  • You’ll need to set up a passkey on each device you use, as passkeys are device-specific.

    We’re working on enabling passkey syncing across devices in the future, but this feature isn’t currently available.

  • Yes. Some older browsers and devices may not support passkeys. If this applies to you, try updating your browser or using a more up-to-date device.

  • Yes. A passkey is made of two unique keys. One half of the Passkey is stored on your device. That is called the private key. The other half is stored with Bank of Scotland called the public key.

    To authenticate with passkey, both public and private key are required at the same time. 

    If you lose your device, call us and we’ll delete the public key. Once the public key is deleted the private key (on user’s device) no longer works. 

  • Passkey enrolment can fail for a couple of reasons:

    • Saved to the wrong place

    When prompted, make sure you select ‘This Windows device’. 

    Saving your passkey to another device or a security key may stop enrolment from completing.

    • Device settings not enabled

    Check your device settings and make sure ‘Save passkey to this Windows device’ is turned on.

    You can usually find this under Settings > Accounts > Passkeys > Advanced options.

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