General

All General FAQ's

I’m having trouble logging in to my eSavings account

To keep you safe and secure, our online services work with the latest browser updates. These can often be security updates, so the first thing to do is make sure your browser is up to date.

If this doesn’t solve the problem, you could also try turning off ‘auto-fill’ on your browser to stop it automatically entering passwords and see if that fixes the issue. You can find auto-fill settings in your browser settings or preferences. On some browsers it might be in the 'passwords' section.

If it still isn’t working, trying a different browser may help.

Watch our short video below which explains how to log in to your Shawbrook eSavings portal.

Why is the interest rate showing as 0% in my account?

The interest rate will show as 0% until you deposit the minimum balance required for the account you chose. You can find out what that minimum balance required is in the Key Product Information (KPI) document under ‘eDocuments’ in your account.

Sending a deposit from your nominated account

Many banks have introduced the ‘Confirmation of Payee’ scheme, which is designed to match the account name you have entered with the name on the account where the deposit is intended. Your Shawbrook Savings accounts are not included in this scheme; therefore, your bank will advise you that they have been unable to confirm the payee and to either check or continue.


If you have set up your electronic transfer using the sort code 16-58-73 and entered your eight digit account number correctly then your deposit will reach Shawbrook and there is no need to contact us to confirm the details.

What is Strong Customer Authentication (SCA)?

Strong Customer Authentication (also known as SCA) is the process we will use to establish that it is really you when you try to access your savings account with us.

SCA will enhance the security of payments and help reduce the risk of a fraudster pretending to be you.

 

How will SCA work?

When you login to your eSavings platform you will be asked to enter your customer number and password. Rather than be asked to enter a memorable word, we will send a One Time passcode (OTP) to the contact number you have registered with us for you to enter on the login screen. When this code is entered, access to your account will be granted and you will be able to service your account as normal. 

If you have a mobile number the OTP will be sent by text message. If you don't have a mobile phone or don't use one, you will be called on your registered landline number and the OTP will be provided to you via our automated voice service.

How will the One Time Passcode (OTP) be sent to me?

If you have a mobile number the OTP will be sent by text message. If you don't have a mobile phone or don't use one, you will be called on your registered landline number and the OTP will be provided to you via our automated voice service.