Help using the Partnership Card app
and online account

If you're reading this page, it's likely you're having some problems using your Partnership Card app or online account. We're very sorry for any inconvenience this has caused. We've recently introduced some new features to keep your account more secure.
 

If you don’t know your memorable word, please call us on 0345 300 3833 and we'll reset it.

If you do know your memorable word, but you’ve forgotten your username, password or 6-digit login PIN, simply follow the steps below. Please don’t call our contact centre, as these steps need to be completed by you manually.

Lines are open 8am to 8pm, 7 days a week.

If you’re finding it difficult to log in, simply follow the steps below:

Step 1
Visit the Login page

 

Step 2
You’ll be asked to enter your username. This is the one you set up when you registered your account. 

If you've forgotten your username, please click the link shown below.

 

 

Step 3
Once you’ve entered your username, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information correctly.

If the green tick does appear, click the “Continue” button.

 

Step 4

You will now be asked to enter your security credentials which will consist of your PIN, Password and in some circumstances a One Time Passcode.  If an OTP is required you will need to request one to unlock the OTP entry field.

To receive an OTP, you’ll need to make sure we have your correct mobile phone number. The last 4 digits of the number we currently have will be displayed onscreen.  If this is not your current number, please call us on 0345 300 3833 to update your details. Lines are open 8am - 8pm, 7 days a week.

If you've forgotten your PIN or password, please click the link below the password field.

 

 

Step 5

Once you’ve entered your OTP, Password and PIN, green ticks should appear next to them to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information correctly.

If the green tick does appear, click the login button.

If you have not received your OTP you can request another OTP by clicking “Resend OTP”.

 

 

Step 6

Once your details have been verified, you may be asked to trust your device. Find out more about Trusted Devices.

Select whether or not you want to trust the device. Then click continue and you’ll be taken to your account summary screen.

Don’t worry if you’ve forgotten your username. Simply follow the steps below, and we’ll be able to retrieve your username for you:


Step 1

Visit the Forgotten username page.


Step 2

You’ll be asked to enter your personal details, some Partnership Card information and your credit limit (which you can find on a copy of your statement).

 

Step 3
Once you’ve entered each bit of information, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information in the correct format (for example, including an ‘@’ symbol in your email address).


Step 4

Check your details are entered correctly, then click “Continue”.

Step 5

You may be asked to request and enter a One Time Passcode and then enter your memorable word. To receive an OTP, please make sure we have your correct mobile phone number. The last 4 digits of the number we currently hold for you will be displayed onscreen. If this is not correct, please call us on 0345 300 3833 to update your details. Lines are open 8am - 8pm, seven days a week.

If you have not received your OTP you can request a new OTP by clicking the “Send OTP” button.

 

Step 6

If we can verify all of the details you’ve provided, your username will be displayed on the next page. It’s important that you make a record of your username, so you can use it when prompted again in the future.

Please note that your username can’t be changed.
 

If you’ve forgotten your password but you know your username, please follow the steps below to reset it.

If you’ve forgotten your password and you’ve forgotten your username, you first need to follow the steps in the “Forgotten your username?” section above. Once you’ve completed those steps and you have your username to hand, please complete the steps below.


Step 1

Visit the Forgotten password page.


Step 2

You’ll be asked to enter your personal details, some Partnership Card information, your credit limit (which you can find on a copy of your statement) and your memorable word.

 

Step 3

Once you’ve entered each bit of information, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information in the correct format (for example, including an @ symbol in your email address).


Step 4

Check your details are entered correctly, then click “Continue”.


Step 5

You may be asked to request and enter a One Time Passcode and then enter your memorable word. To receive an OTP, please make sure we have your correct mobile phone number. The number we currently hold for you will be displayed onscreen. If this is not correct, please call us on 0345 300 3833 to update your details. Lines are open 8am - 8pm, seven days a week.

If you have not received your OTP you can request a new OTP by clicking the “Send OTP” button.

 

 

Step 6

If we can verify all of the details you’ve provided, you’ll be able to reset your password on the next page. It must be between 8-20 characters and contain at least:

  • one upper case letter 
  • one lower case letter 
  • one number 
  • one of these special characters: ! % £ & * @ #


 
Step 7
It’s important that you make a record of this password, so you can use it when prompted again in the future.

If you’ve forgotten your 6-digit login PIN but you know your username, please follow the steps below to reset it.

If you’ve forgotten your 6-digit login PIN and you’ve forgotten your username, you first need to follow the steps in the “Forgotten your username?” section above. Once you’ve completed those steps and you have your username to hand, please complete the steps below.


Step 1
Visit the Forgotten login PIN page.


Step 2
You’ll be asked to enter your personal details, some Partnership Card information and your credit limit (which you can find on a copy of your statement). 

 

Step 3
Once you’ve entered each bit of information, a green tick should appear next to it to signify you’ve used the correct format. If a green tick doesn’t appear, check you’ve written the information in the correct format (for example, including an @ symbol in your email address).


Step 4
Check your details are entered correctly, then click “Continue”.


 

Step 5

You may be asked to request and enter a One Time Passcode and then enter your memorable word. To receive an OTP, please make sure we have your correct mobile phone number. The number we currently hold for you will be displayed onscreen. If this is not correct, please call us on 0345 300 3833 to update your details. Lines are open 8am - 8pm, seven days a week.

If you have not received your OTP you can request a new OTP by clicking the “Send OTP” button.

 

 

Step 6

If we can verify all of the details you’ve provided, you’ll be able to create your new 6-digit login PIN on the next page.

It’s important that you make a record of it, so you can use it when prompted again in the future.

If you already use an online account, you can use your online login details to log in to the app.

If you’ve not previously registered for an online account, you’ll need to register now to use the app. Please have the following information to hand when you register:

  • Your surname, date of birth and postcode
  • Some details from your Partnership Card
  • Your credit limit
  • Your Partnership Card CVV (the three-digit number on the back of your card)
  • Your memorable word (which you set up to use telephone banking)

 

If you’re still having problems, please call us on 0345 300 3833. Lines are open 8am to 8pm, 7 days a week.

You can download the Partnership Card app from the following stores, depending on your device:

Android users

Apple users

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