You’ll only be able to link one device to your account. It’s a one in, one out system. But don’t worry, it’s quick and simple to link a new device.

Removing your old device:

• Sign in to Online Service using your username and password
• Scroll to the option ‘Recently changed your device?’
• Follow the on-screen instructions to remove your old phone or tablet
• You’ll need to sign into the app with your Username and Password, and we’ll send a secure code to your registered phone number. From there your new device will be linked.

If you don’t have access to your registered email address or phone number then you’ll need to give us a call on 0345 528 88 88 to get you back up and running.

We use two factor authentication to secure your account.

When you open an account with us you’ll create a Username and Password, and we’ll ask for a phone number to send a secure code to. We protect you with a security check to that phone number each time you sign in.

If you download the Octopus Money Direct app and link it to your account, we’ll send the security check to your app instead for an extra level of security.

Remember, keeping your account safe is really important. Make sure you keep your security password for Online Service safe and never share it.

You can use our app to keep up to date on how your investments and pension are doing. You can check your balance, make one-off payments, talk to us via secure message, upload documents and more.

You can also use it to verify your identity when you sign in to your account.

No. You don’t need to download our app to manage your account, but it’s a handy way to check how your investments and pensions are doing.

If you don’t have a smartphone, you can sign in to Online Service to manage your account. We’ll text you a security code to verify your identity when you sign in.

No. For security reasons, you’ll only be able to link one mobile device to your account at a time. If you want to change your linked mobile device, you can.

Yes, you can. First, you’ll need to remove your old device.

Removing a device from your account:

• Sign in to Online Service with your username and password
• Scroll to the option ‘Recently changed your device?’
• Follow the on-screen instructions to remove your old device. You’ll need to download our app on your new device and link it to your account using a secure code. We’ll send this to your registered email address.

If you don’t have access to your registered email address or phone number then you’ll need to give us a call on 0345 528 88 88 to get you back up and running.

Sorry to hear that. We’ll help you get back up and running.

You’ll need to have access to your registered email address and phone number so we can send a secure code that validates your identity. If you don’t have access to these, please give us a call on 0345 528 88 88.

First, we’ll need to remove the lost device from your account. Sign in to Online Service using your Username and Password, and on the next page, scroll to the bottom to find the option ‘Recently changed your device?’.

Follow the on-screen instructions for removing your old device, which will include sending a secure code to your registered email address. You’ll now be able to sign in to Online Service by sending a code to your registered phone number.

Then if you want to, you can download the Octopus Money Direct app on a replacement device and link it to your account. You’ll need to sign into the app with your Username and Password, and we’ll send a secure code to your registered phone number. From there your new device will be linked.

Ok. We’ll get you back up and running again. Give us a call on 0345 528 88 88 and we’ll be happy to help.

We may lock your account for 30 minutes if we notice several failed attempts to sign in. This is only temporary, and you’ll still be able to retrieve your username or reset your password if you need to.

If it’s been more than 30 minutes and you can’t sign in, give us a call on 0345 528 88 88 and we’ll unlock your account.

If you opened your account before 1 January 2023

We moved your account to our new Online Service on 8 January 2024. When you sign in to Online Service for the first time, you’ll need to set up new sign in and security details. If you need help with this, give us a call on 0345 528 88 88 and we’ll be happy to help.

If you think someone else could be using your account, it’s really important that you call us as soon as you can on 0345 528 88 88.

You can view your account balance and make a one-off payment in our app. Just go to the Accounts tab at the bottom.

If you’d like to make other types of payments, you’ll need to sign into Online Service and go to ‘View your account’.

If you’d like your employer or another person to pay into your pension, give us a call and we’ll be happy to help.