Common Queries

Session has timed out

Answer: Your session will time out if you do not use the Internet Banking service or move between its pages for approximately 15 minutes. This is a security measure so you will need to sign on again in order to view your accounts and continue with your Internet Banking.


Access using browser favourites

Answer: Any attempt to access the Internet Banking Service via a stored favourite link on your P.C is not recommended. This is because we change the website frequently and the pages that you have saved on your P.C may no longer be available and may cause difficulties.


Accessing the Internet Banking service from work

Answer: You may experience difficulties accessing your Internet Banking service at work, due to the restriction in place by your employers. The Internet Banking service is designed for home users accessing via a household Internet service provider, rather than corporate networks.

For advice, we would first ask you to check with your system administrators before attempting to access the site from work or making any amendments to the PC set up.


I have not signed off

Answer: If you have closed your browser and have not chosen the option to 'Sign off' the Internet Banking session is still valid but will expire after 15 minutes of inactivity. As the session ID is randomly generated and encrypted, nobody else could access your session, so please do not be too concerned.


Forgotten Your Sign On Details

Answer: If you have forgotten any of your sign on information, you will need to do the following:


Forgotten Your Customer Number

Please call us on + 44 (0) 1624 696000 between 8.00am - 5.00pm (UK time) during working days. Once we have positively identified you we will be happy to remind you of your customer number.


Forgotten Your Passnumber

You'll need to re-register by doing the following:

1. At the homepage, http://www.nationwideinternational.com, select 'Register' below the Sign On option.

2. You should read the Terms and Conditions before proceeding, as you'll be bound by these. Select 'Read Terms & Conditions' and once read, click on the 'Back' button to begin the Registration process.

3. Complete the Registration process.

4. Select 'Continue'. A screen will now appear to confirm your registration is successful.

5. You should receive your Customer Number and Passnumber in the post within seven working days.


Forgotten Your Memorable Data

If you are unable to remember the memorable data you supplied, you will need to re-register by following the registering process above.


How secure is the Internet Banking service?

Answer: To limit the potential for fraud, it is vital that you keep your personal security data secret. Do not give these details to anyone and do not write them down or store them in an easily found place on your computer.

If you believe that your sign-on details have been disclosed or compromised, then you should immediately telephone + 44 (0) 1624 696000 between 8.00am - 5.00pm (UK time) during working days.

Your current sign on details will be invalidated. You will then need to re-register in order for a new passnumber to be posted to you.

We will post a new passnumber to you within one working day of our receipt of your request.


Account & available balance differ

Answer: Your available balance is what you can draw from your account now, it does not include any cheques you have paid in that are still in the process of clearing on your account.


Changing my sign on information

Answer: You can change your sign on information at any time. Sign on as normal and then click on the 'Preferences' option at the top left of the screen and here you will be given the options to 'Change Memorable Data' or ‘Change Passnumber’. Your sign on details will be updated immediately.


I want to remove an account

Answer: Our aim is to give you the ability to view as many of your Nationwide International accounts as possible. All of your accounts are attached to a customer profile. Unfortunately this does not allow us to prevent you from viewing specific accounts.


My security has been compromised

Answer: If you think that someone knows your personal sign on data, that a third party has access to your PC or that unauthorised transactions have been carried out on your account you should call us on + 44 (0) 1624 696000 between 8.00am - 5.00pm (UK time) during working days. We will be able to arrange for your details to be invalidated and advise you what you should do next.


Passnumber entered as 3 random digits

Answer: When you sign on we will ask you to enter three random digits of your passnumber. These must be entered in the drop down lists provided using your mouse rather than the numbered keypad.

By asking for different digits on each visit and using the drop down lists to pick the correct digit, you will be better protected against fraudulent use.