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.

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 selecting the profile icon in the top right corner of the 'Balances' screen.

You can also remove a device in Internet Banking. From the Balances screen, select the 'Help and support' tab and choose 'Manage your devices'.

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 selecting the profile icon in the top right corner of the 'Balances' screen.

You can also remove a device in Internet Banking. From the Balances screen, selecting the 'Help and support' tab and then 'Manage your devices'.

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:

• Step one: Select 'Reset PIN'
• Step two: Enter your password
• Step three: An activation code will be sent via SMS
• Step four: After entering your activation code, you will be asked to set up a new Digital M&S PASS PIN number