Online servicing

It's an extra layer of security for your account. As well as your username and password, you'll need a verification code each time you log in. We'll send this to your mobile number, making it much harder for someone to log in pretending to be you. If you don't have access to a mobile, we'll send this to your email address.

If you trust a device, you won't need a verification code to log in from that device for 30 days. Only do this if you know and trust all of the people who use the device. You will only have this option if you receive verification codes to your mobile number.

Yes, we're bringing in this extra security step for all customers. You can trust a device so you only need to verify every 30 days, or log in with face or fingerprint ID on our app.

Please try clearing your browser cache or trying a different browser. 

If this doesn’t work then ensure your mobile phone is not in flight mode and has strong signal and that you’re able to receive texts from other senders. If you’ve done this then restart your device. 

If you receive the code to your email please check your spam / junk folder.

If you're still having trouble, please call us on 0345 606 0098.

Yes, our one-time code provider has a character limit on the sender ID, so codes from ‘StandrdLife’ are genuine. 

If you receive a code that you weren’t expecting you should log into your online account and change your username and password to ensure your account remains secure. 

If you have any concerns you can call us on 0800 606 0098.

Your browser cache is like a short-term memory and can help load pages faster, but it can also cause errors to occur. Clearing your browser cache can help if you’re having problems and is a little different on each browser: 

For Google Chrome: 

1. Open Chrome: Click on the Chrome icon to open the browser. 

2. Go to Settings: Click on the three dots in the top right corner. Then, select "Settings" from the menu. 

3. Find Privacy and Security: Scroll down and click on "Privacy and security" on the left side. 

4. Clear Browsing Data: Click on "Clear browsing data." 

5. Choose a Time Range: In the box that pops up, pick "All time" from the drop-down menu. 

6. Select Cached Images and Files: Make sure the box next to "Cached images and files" is checked. 

7. Clear Data: Click the "Clear data" button at the bottom. 

For Mozilla Firefox: 

1. Open Firefox: Click on the Firefox icon to open the browser. 

2. Go to Options: Click on the three lines in the top right corner. Then, select "Options." 

3. Find Privacy & Security: Click on "Privacy & Security" on the left side. 

4. Clear Data: In the "Cookies and Site Data" section, click on "Clear Data." 

5. Select Cached Web Content: Make sure the box next to "Cached Web Content" is checked. 

6. Clear: Click the "Clear" button. 

For Microsoft Edge: 

1. Open Edge: Click on the Edge icon to open the browser. 

2. Go to Settings: Click on the three dots in the top right corner. Then, select "Settings." 

3. Find Privacy and Services: Click on "Privacy, search, and services" on the left side. 

4. Clear Browsing Data: Click on "Choose what to clear" under "Clear browsing data." 

5. Choose a Time Range: In the box that pops up, pick "All time" from the drop-down menu. 

6. Select Cached Images and Files: Make sure the box next to "Cached images and files" is checked. 

7. Clear Now: Click the "Clear now" button. 

For Safari: 

1. Open Safari: Click on the Safari icon to open the browser. 

2. Go to Preferences: Click on "Safari" in the top left corner, then select "Preferences." 

3. Find Privacy: Click on the "Privacy" tab. 

4. Manage Website Data: Click on "Manage Website Data." 

5. Remove All: Click "Remove All" to clear the cache. 

You can switch from email to text verification in your online account. If you want to switch to email verification, you'll need to call us on 0345 606 0098. We strongly recommend using text verification if you have a UK or Ireland mobile number.

Please call us on 0345 606 0098. Once you've passed security checks we can reset two-step verification. You can add new details when you log back in.

Whenever you log in with a new device you'll need to enter a verification code. If you've lost a device, please remove all trusted devices as soon as you log in. Call us on 0345 606 0098 if you need help.

No, if you share a mobile number with, for example, your spouse, only one of you can use your mobile number for two-step verification. You or your partner will need to use a unique email address instead. You can do this in set-up by clicking "I don't have a UK or Irish mobile number" to use your email address instead.

Our technology only works with UK or Ireland mobile numbers. If you don't have one, we'll use email verification to keep your account secure.

Yes, you will be asked to enter a verification code when you log in with your username and password. Or, you can provide verification through face or fingerprint ID if your device supports it.

Go to your Profile, then Login settings. If your device supports face or fingerprint ID, you'll see an option to turn it on.

You can download the app here if you don't have it already. You'll have the option to set up face or fingerprint ID when you first log in.

No, once you have enabled two-step verification it will be set up on the app and website.

If you're using an Apple device, open the App Store, search for 'Standard Life' and click on the app listing. Tap the 'Update' button to get the latest version. If you don't see an 'Update' button, it means you already have the latest version.

If you're using an Android device, open the Google Play Store, search for 'Standard Life UK' and click on the app listing. Tap the 'Update' button to get the latest version. If you don't see an 'Update' button, it means you already have the latest version.

No, if you log in from work you can continue to do this in your usual way. Two-step verification is only enabled when you log in with a username and password to the Standard Life website.