If you are having issues logging into your account, the steps below can help identify and resolve the most common issues.
If you are accessing your account via the mobile app:
- Ensure you have the most up to date version of the mobile app. Visit the app store on your device and install any available updates prior to logging in. Installing the most recent version helps ensure the app runs smoothly and may resolve login issues. Once updated, try logging in again.
If you are accessing your account via the website:
- Try clearing your cookies and browser cache
- Try logging in using a different browser. Some login issues are browser-specific and switching may resolve the problem.
Check your device
The device you are using may be causing a login issue. If possible, try logging in on a different device. Some common device types include:
- iPhone or iPad
- Android phone or tablet
- Windows PC
- Mac
Important:
- Ensure that you are not using any company owned or managed devices. These may block certain security checks related to logging into your account.
- You must access your email on the same device you are using to access your credit union account. The magic link will not work if used on another device.
Check Your Internet Connection
Internet connection issues can sometimes prevent successful logins.
Check whether you are using:
- Wi-Fi
- Mobile data
If using mobile data, the network type may affect performance.
If your connection is unstable, try:
- Switching between Wi-Fi and mobile data
- Moving to an area with a stronger signal
If you are using a VPN (Virtual Private Network), this may interfere with account authentication and prevent a successful login.
If a VPN is active:
- Disconnect the VPN
- Try logging in again
Check for Ad Blockers
Ad blockers can sometimes prevent a successful login by blocking scripts or requests that are required for authentication.
If you are using an ad blocker in your browser:
- Disable the ad blocker temporarily and try logging in again
- Alternatively, add our website to your ad blockers allow list (sometimes called a "whitelist") to allow it to run without restrictions
If you are on a managed or corporate network, ad blocking may be applied at the network level. If this is the case:
- Try switching to a different network, such as your home Wi-Fi or mobile data
- If using mobile data, disconnect from Wi-Fi and try logging in again
If you are unsure whether a network-level ad blocker is in place, contact your network administrator for assistance.
Check your Browser
- Ensure your browser is up to date and is a supported software version.
- Your mail application must use the same browser to open links as the browser you are using to login to your account.
Further Support
If you require further support with logging to your account, please raise a support ticket and one of our team will do our best to help.
If you require to transact on your account before you are able to successfully login, please call our Support Team on 0141 274 9933.