I’ve signed in before
Where is my SMS verification code?
Sometimes our SMS verification codes are caught in the spam filter of some UK network providers. If you haven’t received your code please check your Spam, and make sure to mark message as ‘Not spam’ to prevent this happening again in future. If you’re still having issues please get in touch on 03455 28 88 88.
I am overseas and can't receive my SMS verification code.
Unfortunately, our Online Service is currently only able to send SMS messages to UK networks and customers will be prevented from changing their phone number to an overseas network. If you’re experiencing this issue, please get in touch on our overseas number +44 1256 58 80 00.
Alternatively, you could download our mobile app to authenticate your sign in instead. You will need to be able to receive an SMS code to verify the mobile device so please call us on the overseas number above to help you through that.
How do I sign in to Online Service?
If you opened your account after 1 January 2023
When you opened your account, you will have set up a username and password for Online Service and shared your phone number with us. We’ll send you a secure code to this number every time you sign in.
To keep things extra secure, you can download our Octopus Money Direct app and link it to your account. Each time you sign in to Online Service, we’ll send a security check to your app instead.
If you opened your account before 1 January 2023
We’ve moved your account to our new Online Service, so you’ll need to set up new sign in details for Online Service. If you need help with this, give us a call on 03455 28 88 88.
I can’t sign in to Online Service – what can I do?
Call us on 03455 28 88 88 (outside UK +44 1256 58 80 00). We’re here 8am-9pm, Monday to Friday, and 9am-6pm on Saturdays.
I'm locked out of my account.
If there are too many failed attempts to sign in to your account we will temporarily lock your account. If that occurs there isn’t anything our agents can do and you’ll need to wait for the period to expire. Following that, you can recover your username here or reset your password. Make sure to check your spam folder if you can’t see the reset email.
If you’re still experiencing issues please get in touch with our team at 03455 28 88 88.
I haven’t signed in before
You will need to register first before being able to sign in to Online Service
I used Online Service before January 2023, do I need to register again?
If you opened your account before January 2023, you need to set up a new username and password to access the improved Online Service.
If you’ve forgotten your sign in details, or to register for Online Service if you haven’t used it before, follow the online instructions and we’ll post you a PIN to get set up. This takes a couple of days.
I'm having trouble registering for or signing in to Online Service. What should I do?
If you can’t remember your old sign in details, or they don’t work:
Your details are case sensitive, so double check if you used upper or lower case when you first set them up. If you’re still having trouble, request a registration PIN. You’ll need your VIR number, which you can find on any statements or letters we sent you about your investments and pensions in 2023 or earlier.
If you’ve requested a registration PIN but haven’t got it yet:
We’ll post your registration PIN to the address we have on your account. If you’ve moved house, give us a call on 03455 28 88 88 and we’ll update your details. You should receive your registration PIN within 5 working days. If you haven’t got it within that time, you’ll need to request a replacement registration PIN.
If you get your registration PIN but it doesn’t work:
It’s important that you use your registration PIN as soon as you can, as it’ll expire 14 days after we’ve issued it. If you haven’t used it within 14 days, you’ll need to request a replacement PIN.
If you don’t know your VIR number:
You should be able to find your VIR number on any statements or letters we sent you about your investments and pensions in 2023 or earlier. If you can’t find it, give us a call on 03455 28 88 88.
If you live overseas, you’re the guardian for a junior pension, or you’re having other problems signing in, give us a call on 03455 28 88 88. We’ll be happy to help.
Where do I find my VIR?
You’ll find this on statements or correspondence about your investments or pension from 2023 or earlier. If you can’t find it give us a call on 03455 28 88 88.
My VIR is right but is not being accepted as correct?
Most VIR number are 8 digits long, however some customers may have a shorter VIR number. If that is the case please add zero digits (“0”) to the front of the VIR to make the total length 8 digits. For example, if the VIR was “123456” add two zero’s to the front and input “00123456”.
If you’re still experiencing issues with this or any other aspect of requesting a PIN give us a call on 03455 28 88 88.
Why do I need a PIN?
We want to make sure that only you can access your account online. So we send a unique PIN to the address we hold for you.
What do I do if my PIN doesn't arrive?
We’ll send your registration PIN as soon as we can, to the address we hold on your account. If you’ve changed address please call us on 03455 28 88 88 to update your details. Your PIN may take up to 5 working days to arrive. If it hasn’t arrived after this time you can request a replacement PIN.
What do I do if my PIN doesn't work?
Your PIN will expire 14 days after issue. If you haven’t used it by then you can request a replacement. If you’re still having problems give us a call on 03455 28 88 88 for help.
Can I go paperless?
Yes. We send documents to your Online Service account, and we’ll also automatically post them to you. If you’d like to go paperless, sign in to Online Service and you’ll see the option on your homepage or profile marked ‘Go paperless’.
Do I need to register for Online Service?
No, registration is entirely optional. You can continue to manage your services by phone or receive paper correspondence if you prefer. However, many customers choose to register to take advantage of:
- 24/7 access: check your status or balance anytime
- Faster updates: send and receive secure messages to get instant notifications instead of waiting for the mail
- History at a Glance: View all your past activity and current valuation in one secure place
What are the benefits of registering for Online Service?
This is how most people keep track of their investments. You’ll be able to:
- 24/7 access: check your status or balance anytime
- Faster updates: send and receive secure messages to get instant notifications instead of waiting for the mail
- History at a Glance: View all your past activity and current valuation in one secure place
If I register for Online Service am I forced to go paperless?
No. You can continue to receive paper communications from us but get the benefits of access to Online Service like securely checking the value of your investments and managing your account whenever you like. We’ll keep a record of all the documents we send you in there, too.
You’ll need to register for Online Service to get access to our App.
