Changing your online account password
You can change your password when you've logged into your online account.
From the menu on the left-hand side, click on the 'Profile' section and you'll be able to change your password.
We recommend a completely unique password every time you change it. You’ll not be able to reuse your last 4 passwords. This will keep your online account secure and help us follow guidelines meant to protect you.
- If you can't remember your password, go to log into your online account and click 'Forgotten password', you'll be sent an email to reset your password
- We recommend a completely unique password every time you change it. You’ll not be able to reuse your last 4 passwords. This will keep your online account secure and help us follow guidelines meant to protect you.
When you choose a password, you'll need to follow the criteria of:
- A minimum of 12 characters
- At least 1 uppercase letter, 1 lowercase letter, 1 number, and 1 special character (for instance an exclamation mark or pound sign)
- No spaces
- You can’t reuse your last 4 passwords
Not sure what this looks like in practice? You’ll be able to see which criteria you’ve met whenever you make a new password.
These guidelines will help ensure your password is strong.
Your online account password will need to be changed every 90 days; this will keep your online account secure and help us follow guidelines meant to protect you.
You'll be prompted to change your password every 90 days. You’ll receive a reminder every time you login counting down from 10 days before it's due to expire. If your password does expire before you get a chance to change it, you’ll need to reset it before you can log in again, you can do this here.
- Make sure your new password meets the criteria, if it doesn't, you won't be able to change your password
- Check your junk or spam folder for your resetting password email
- Our Customer Experience can help if support you, please get in touch and they'll be on hand to help
