FAQ's - Online Log in / Registration

If you are yet to receive your user ID after receiving your welcome letter – please contact us. We will then resend your user ID as a reminder either via email or letter. 

Your User ID (Customer ID number) is unique to you and is required to log in to your account online. This was sent to you when you opened your account. You can find it in your welcome email. 

If you cannot find your user ID – please contact us.

Please contact us, one of our representatives will be able to send you a user ID reminder in the post or via email. We are unable to give out this information over the phone.

Your password is case-sensitive and made up of a minimum of 10 characters and a maximum of 30. It will be made up of letters and numbers and must have at least one uppercase and one lowercase letter. 

Your password must contain at least one special character from the following:

! $ " ' ' ( ) * + , - / : ; = ? [ \ ] ^ _ ` { | } ~ .

Please avoid using the following characters £ % & @ #

Click on the forgotten password link on the login page - This will automatically send your password hint to your registered email address. If this doesn't help, please contact us, we will send you a new temporary password as a text message, allowing you to set up a new password and password hint.

You can receive a memorable answer hint by using this link.

If this still doesn't help, contact us and we'll send you a link to reset your memorable question and answer.

Our security requirements for online banking have changed. Once you have entered your login details, you may be asked to reset your password if your current one does not meet the new security requirements.

Simply follow the onscreen instructions by entering your current password in the box labelled 'Temporary Password'. Then, in the next box, enter your new password, following the below security requirements:

• Minimum of 10 characters and a maximum of 30
• It should be made up of letters and numbers
• Must have at least one uppercase and one lowercase letter.
• Must contain at least one special character from the following: ! $ " ' ' ( ) * + , - / : ; = ? [ \ ] ^ _ ` { | } ~ .

Once you have entered your new password, you will need to re-confirm this and add a password hint.

Finally, click on ‘Change’ and you will be logged into your online banking account and see your Account Summary.

If you still have problems logging in, then please contact us

You can change your password in the ‘Your Details’ section of your Online Account. If you are unable to log in – please refer to “I can’t remember my password, what do I do?”

Please use this link here to be provided with a password hint. 

If you are still unable to input your password correctly, please contact us so we can provide you with a temporary password.

To gain access to an account that has been locked, you will need to contact us. 

We will not unlock your account until security is completed to keep you and your funds safe.

We carry out maintenance between 00:00am and 4:00am every night, with the aim of minimising disruption to our Members. This means you cannot access your online account during these hours. If you experience issues outside of these hours, please contact us.

Please see below for a step-by-step guide of how to arrange online access once you have received your user ID and password: 

For logging in via the website

Please visit our website and select 'log in' 

Enter the user ID and your password – please ensure that you are manually typing in the password and be aware that it is case-sensitive. If you do not have a password – please contact us to request a temporary password.

You will then be asked to change your password if you have used a temporary password, the minimum requirement for your password is 10 characters, 1 upper case letter, 1 lower case letter, 1 number and a special character. 

You will then be asked to set up a memorable word - The minimum requirement for your memorable answer is 8 characters and cannot include any spaces.  

Please request your 2-factor authentication code either by SMS or email, enter the code and your log in will be completed. 

Once this has been done – your registration will have been completed, and your online access will be ready to go.

For logging in via the app

Please visit our mobile app and enter the user ID and your password – please ensure that you are manually typing in the password and be aware that it is case-sensitive. If you do not have a password – please contact us to request a temporary password

You will then be asked to change your password if you have used a temporary password, the minimum requirement for your password is 10 characters, 1 upper case letter, 1 lower case letter, 1 number and a special character. 

You will then be asked to set up a memorable word - The minimum requirement for your memorable answer is 8 characters and cannot include any spaces.

Mobile app – enter a 5-digit passcode and enable/disable biometric log in.

Once this has been done – your registration will be completed.

Setting up biometrics on registration:
During the app registration process you will need to enter your online banking User ID, password and memorable details. You will be asked to set up a 5-digit passcode for our mobile app and once this has been set you can select if you would like to enable biometrics.

Setting up biometrics after registration:
Login to your account and access the customer details section and select 'Enable Touch ID' or 'Enable Face ID' or 'Enable Fingerprint ID'. You will be able to login using biometrics on your next login.

Disable biometrics:
Login to your account and access the customer details section and select 'Disable Touch ID' or 'Disable Face ID' or 'Disable Fingerprint ID'. You will be required to login using your passcode.

Currently you’re unable to open an account on the mobile app, but this is available through online banking.

We ask that you upgrade your mobile app when instructed to - this is because our new mobile app update will have enhanced features and security to improve your online banking service with Saffron Building Society.

! $ " ' ' ( ) * + , - / : ; = ? [ \ ] ^ _ ` { | } ~ .

Our mobile app will be available in the Apple App Store and Google Play.

If you have an iPhone, you can download the app from the App Store. 

If you have an Android, you can download the app from Google Play.

In order to download our mobile app, you must have one of the following versions on your device:

• Android OS 12 onwards
• Apple iOS 15 onwards

At Saffron Building Society, our number one priority is the protection of our Members and their data. That is why we have, and will continue to vigorously test our app and update it regularly to ensure you and your funds are safe.