M&S PASS

You will need either a Digital or a physical M&S PASS each time you sign in to Online Banking and when confirming certain actions within your account.

A Digital M&S PASS is located within the M&S Bank 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 Bank 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 Bank 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 Bank 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’re 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, get in touch via our contact us page.

When you are making changes or carrying out certain transactions within Online 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 Bank 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 Online 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.

If you've lost your activation code, or your activation code has expired, when you go to sign in and activate your new physical PASS, you will get the option to receive your activation code via SMS, or order a new letter in the post.

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 Bank 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 Online 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, see our contact us page for details on how to get in touch to arrange a replacement.

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 Bank 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 haven’t received it after 10 days, see our contact us page for details on how to get in touch.

To save waiting, you can switch to a Digital M&S PASS at any time by downloading the M&S Bank 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, see our contact us page for details on how to get in touch to order a larger audio 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 Bank 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 Online 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 Bank app. We recommend that you use the most up-to-date operating system.

Yes. You can set up the M&S Bank app, and therefore the Digital M&S PASS, on up to 3 compatible devices. If you already use the M&S Bank app on three devices, you must remove a device before setting up a new one. You can do this in our app by signing in on one of your existing devices, select the menu in the top right corner, select ‘Manage devices’ and then remove a device.

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.

We recommend that you also reset the old phone to factory settings.

Call us as soon as possible on 0345 900 0900 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:

1. Select 'Reset PIN'
2. Enter your password
3. An activation code will be sent via SMS
4. After entering your activation code, you will be asked to set up a new Digital M&S PASS PIN number