Problem resetting access to your account?

Here's what to do if you get an error message.

If you see this error

The account details have not been recognised

Did you mistype your details?

Try to reset access again

If you are a new user and haven't already set up access to your online account

Set up access now

If you see this error

The date of birth you entered doesn't match your card account

The date of birth on the account is the one entered when you applied for the store card

Try to reset access again

If you think that you entered the correct date of birth, it could have been mistyped when you applied, so please contact us​​​​​​​

If you see this error

Your security code is wrong

• Make sure it's the latest code (you could have received more than one)
• The code expires after 15 minutes - if it's been longer, you'll need to try again
• Keep the browser window open until you've got the code and entered it

If you're still having problems get in touch and we'll help you.

If you haven't received your security code

Wait a few minutes and check your junk folder. Don't close your browser until you've entered the latest code you received.

If you see this error

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Sorry but something has gone wrong in the background

Try to reset access again