Managing your account

Using our online savings portal

How do I register for an online account?

If you opened an account with us online, you don't need to do anything more - you're already registered.

Go to Log in then Log in to savings, enter your customer number (you'll find this on the email we sent when you opened your account) and enter the password you chose when you opened the account. If you've forgotten your password you can reset it at this step.

If you don't have an online account with us, please contact us and we'll be happy to help set this up. You can contact the savings team on 0345 266 6611. Our team are available from 9am to 5pm, Monday to Friday, excluding public holidays.

Please note, if your account has a Power of Attorney on it, we cannot set up an online account for you.

I’m having trouble logging in to my online 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 you're still struggling, please contact us and we'll help where we can.

You can contact the savings team on 0345 266 6611. Our team are available 9am to 5pm, Monday to Friday, excluding public holidays.

I have forgotten my password?

If you've got a mobile number registered to your account, you can reset your password on the login screen.

To reset your password:

go to Log in then Log in to savings
enter your customer number and select Continue
select Forgotten password?
follow the steps to reset your password.

If you've entered the wrong password a few times, your account might be blocked. Resetting your password will unblock your account too.

If you do not have a mobile phone registered, or if you're still struggling to log in, please contact us and we'll be happy to help. You can contact the savings team on 0345 266 6611. Our team are available 9am to 5pm, Monday to Friday, excluding public holidays.

Can I change my password?

We're in the process of upgrading the online experience for all out customers. We'll contact you before this happens.

If your account has not been upgraded yet:

log in and select the My Profile icon
select Change password and follow the steps

If your account has been upgraded:

select Forgotten password? from the log in screen
follow the steps to reset it

I have forgotten or misplaced my customer number?

If you've forgotten your customer number, the best place to look is your email inbox.

When you first signed up to eSavings (this may have been when you first opened your account), we sent your customer number to you in an email.

If you can't find it, please contact us and we'll be happy to help.

You can contact the savings team on 0345 266 6611.

Our team are available Monday to Friday, 9.00am - 5.00pm, excluding public holidays.

How do I view all of my Shawbrook savings accounts online?

You should be able to see all your savings accounts when you log in. If you cannot see some of your accounts, log in and send us a message explaining which accounts you'd like to be able to see and we'll work with you to register them.

If you have business and personal accounts, you'll need to switch between a personal and business view in your online account.

What is a customer number?

Your customer number is unique to you. You’ll have received this by email when you set up your online account (this may have been when you opened your savings account). You'll need this number to log in.

If you've forgotten your customer number, the best place to look is your email inbox.

If you can't find it, please contact us and we'll be happy to help.
You can contact the savings team on 0345 266 6611. Our team are available 9am to 5pm, Monday to Friday, excluding public holidays.

I am an existing customer but not an online customer, can I open a new account that is online only?

Yes. Please go ahead and apply for your new savings account online and our team will then merge your new and existing profiles.

I need to update my contact number

You can change your phone number by logging in to your account.

We're in the process of upgrading the online experience for all of our customers. We'll contact you before this happens.

If your online account has not been upgraded yet:

log in and select the My Profile icon
enter your new number
select Change

If your online account has been upgraded, log in and send us a message to change your phone number.

You can also call us on 0345 266 6611. We're open from 9am to 5pm, Monday to Friday, excluding bank holidays.

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

We normally send the OTP as a text message to the registered mobile phone. You can choose to receive a voice message instead to your registered telephone number, which can be a landline number if you prefer.

Select the voice option when the authentication screen appears and choose the number you'd like us to call.
You'll then receive a call from our automated voice service.

Please note, if you’re not yet a customer, you will need to have a mobile phone in order to open an account.

I'm having trouble using strong customer authentication

If you have any trouble gaining access to your account, please contact us.

You can contact the savings team on 0345 266 6611.

Our team are available Monday to Friday, 9.00am - 5.00pm, excluding public holidays.

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.

You'll also hear it called 'Two Factor Authentication' (or 2FA).

To keep your account safe, we combine something you know, with something you have. It's simple, and you've probably already used it for other services.

When you log in you'll be asked to enter your customer number and password (something you know).

Then, we'll send a text message to the mobile number we hold for you (something you have). This will have a 'One Time Passcode' (or OTP). When you get the message through, simply enter the code, and we'll let you into your account.

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

Please note, if you’re not yet a customer, you will need to have a mobile phone in order to open an account

When was strong authentication introduced?

These changes went live in January 2021.

What are cookies?

Cookies (sometimes known as a web cookies, Internet cookies, HTTP cookies or browser cookies) are tiny pieces of data that a web server creates and stores on your computer. This helps the server recognise you as you move around a website. If cookies weren't there, a lot of websites and services wouldn't function properly.

Your online account needs to use cookies to function properly, so you'll need to make sure they're enabled on your internet browser to use this service.

You can find out more in our cookie notice.

Checking and changing your details

Who are Consents.Online?

Sometimes we need to take extra steps when we verify your linked (nominated) account. This might be because you’re changing your linked account, or it might be because we couldn’t verify your account when you opened your account.

When this happens, we work with Consents.Online to verify your account through open banking. Our open banking article looks at what open banking is in a bit more depth.
We use open banking to verify your linked current account quickly and easily without you having to send bank statements to us:

We'll send an email to you with instructions.
The email will ask you to connect your current account with Consents.Online through open banking. They won’t be able to do anything with your account, they’ll simply be able to see data about your account.
To allow this connection, you’ll need to sign in to your online banking with your current account provider
Consents.Online will check that this account is registered to your name and address. Once verified, you’ll be able to transfer money to and from your linked current account.

The whole process shouldn’t take more than three minutes and is safe and secure.

What is open banking?

Open banking is a way to connect your current account to other accounts and services.

The biggest nine banks in the UK are required to enable open banking in their customers’ accounts. Smaller banks and building societies can also enable it for their customers.

Open banking can allow you to securely connect to a world of secure apps and services to get more clarity and control over your finances.

It can be a great way to personalise your finance with a host of other services. You’re always in complete control, and you can turn off open banking any time you like.
Services range from simple information gathering to more complex services like being able to move money for you.

It might sound a little scary, but every open banking provider is 100% regulated. You can find out more about open banking at www.openbanking.org.uk/what-is-open-banking.

How Shawbrook uses open banking

Our savings accounts cannot connect to open banking. However, we do use the power of open banking to help us electronically verify your linked (nominated) current account.

For example, if you’d like to change your linked account but something doesn’t quite match up with the electronic information, we need to verify that the account details are correct.
We used to do this by asking you to send us an original bank statement

Now, by working with our partner (Consents.Online), we can send an email to you which contains a link.
By following that link, you’ll be invited to share your data through open banking (you’ll see exactly what information is asked for before you agree).

The link will invite you to log in to your account with your linked current account provider and link to Consents.Online. They’ll be able to verify your account details with this data, and let us know that it’s OK to change your linked account.

Where can I view my linked (nominated) account?

You can view your linked, or nominated, account details by logging in to your online Shawbrook account.
We're in the process of upgrading the online experience for all of our customers. We'll contact you before this happens.

If your online account has not been upgraded yet, log in and select Accounts. Select Account details then Account information. Look under Nominated Account Details
If your online account has been upgraded, log in and select View account details. Look under Linked account details.

If you do not have an online account and want to check your linked (nominated) account details, please call us on 0345 266 6611. We’re open from 9am to 5pm, Monday to Friday, excluding bank holidays.

Where can I find my savings account number?

You can find your account number by:

logging in to your account. Your account number is displayed on the home screen next to your account name
checking the welcome letter or statements that we've posted to you.

If you need more help, log in and send us a message or call us on 0345 266 6611. We’re open from 9am to 5pm, Monday to Friday, excluding bank holidays.

Can I change my linked (nominated) account or add a new one?

You can change your linked (nominated) account by logging in to your Shawbrook account and sending us a message.

We're in the process of upgrading the online experience for all of our customers. We'll contact you before this happens.

If your online account has not been upgraded yet:

log in and select Messages
select Create message and then Change or register a nominated account
select your savings account and then enter your new nominated account details

If your online account has been upgraded:

log in and select Messages and help
select your linked account and send us a message with your new linked account details

The account needs to be in your name. If we cannot match the account to you electronically, we may ask for proof that the account is your own.

If you do not have an online account, please call us on 0345 266 6611. We’re open from 9am to 5pm, Monday to Friday, excluding bank holidays.

What happens if I move abroad?

If you have become (or you’re planning to become) a non-UK resident you need to let us know before your status changes.

If you have a non-ISA account, we'll close the account in line with your terms and conditions, and we'll send your money to your nominated account.

If you hold an ISA, you may still be able to keep the account open but you won't be able to make any further additional deposits. Any deposits you made since you became a non-resident will also be returned to you. Those subscriptions can’t be reinstated to your account after tax year end even if you establish that you were a UK resident or you become a UK resident again. If you've already changed your residency and not told us, you'll need to get in touch as soon as possible. We'll need to return any deposits made since your change, and remove any interest related to those subscriptions too.

How can I manage my account?

The easiest way to manage your account is online.

You can manage your account directly or send a secure message to ask us to make changes for you.
From your online account, you can:

view transactions (deposits, withdrawals, transfers and interest paid)
check your account balances and interest rates
view, download and print account documents and statements
send us messages to complete a wide range of requests, including putting your account on notice and changing your details
view your total gross interest paid in a tax year for your individual accounts

If you do not have an online account and would like one, call us on 0345 266 6611. We’re open from 9am to 5pm, Monday to Friday, excluding public holidays.