Sign in support

Two step verification is an extra layer of security that requires a code in addition to your password to access your account. This code can be sent to your phone or generated by the authenticator app.

Think of it like a locked door that can only be opened with both a key and a secret code. Someone pretending to be you on the internet should never be able to get both the key and the code.

Your phone number will be used to:

• Send you codes to help verify it’s you signing in each time
• Notify you of any changes made to your sign in settings.

Your phone number will be stored securely.

For more information, see the full privacy notice statement.

An authenticator app is a tool that helps keep your online account safe. Every time you sign in, the app will give you a new code you will need to enter to prove it's you signing in. This is more secure than using your mobile phone number to receive a one-time code.

You can download or use a third-party app of your choice. You only need to download it to one device.

If you don't have a second phone number, we recommend choosing the authenticator app as your two step verification method instead. This method only requires one smartphone device and an authenticator app of your choice.

Alternatively, if you have already chosen SMS and verified your phone number, you can choose to skip adding a second, backup phone number but if you lose access to your default phone you will be permanently locked out of the service you are signing in to. You will have to create a new account.

If you set up a phone number as your two-step verification and have added a second, backup phone number, you can:

• Select the ‘Try another method’ link on the screen you would have received your code
• Select your backup phone number to send another code
• Enter the code sent to your other phone
• Sign in

If you set up a phone number as your two step verification and did not add a second, backup phone number and you have lost access to your phone number, unfortunately there is no way to recover your account. You will have to create a new account.

If you need to make a change to a phone number you have registered you will have to add the new phone number and delete the one that is no longer needed:

• Sign in as you normally would with your username, password and two step verification step
• When you arrive on the You have successfully signed in screen, select the button Sign in settings
• When you arrive on the Sign in settings screen, select the Add a mobile phone number option and follow the steps to add your new or updated phone number

To delete the old phone number:

• From the main Sign in settings screen, select the Edit option next to the phone number you want to remove
• On the Edit phone number screen, select the Delete option
• For security, you will need to enter the full phone number to confirm the deletion