KeepSafe trouble shooting

You can try the fixes below if you're having problems with KeepSafe, like being able to only enter one or no characters in your answer.

If you've tried the relevant fix and you're still having problems, please call our Customer Service Centre on 0800 11 33 55.

If you're having trouble with KeepSafe, try this fix first:

Push Ctrl+F5

While in the KeepSafe screen, try pushing the Ctrl and F5 buttons on your keyboard at the same time, then try again.

If that doesn't help, try this:

Clear your temporary internet files and cache

Every time that you open a browser to view a web page, your computer stores a local copy of that web page in a temporary file. If the size of the temporary internet files folder becomes too large, some display problems may occur. Removing all the temporary internet–related files might help resolve the issue.

Before doing this, you should log out of internet banking. To remove all the temporary internet–related files from your computer follow these steps for:

  • Mozilla Firefox for Windows

    1. Start Mozilla Firefox
    2. On the Tools menu, click Clear Recent History
    3. In the dropdown box next to From the Time range to clear: select the option Everything
    4. Select (tick) the following boxes:
      • Browsing and Download History
      • Cookies
      • Cache
      • Site Preferences

        Delete Firefox private data
    5. Click Clear Now

  • Internet Explorer 8

    1. Start Internet Explorer
    2. On the Tools menu, click Delete Browsing History
    3. Select (tick) the following boxes:
      • Temporay Internet Files
      • Cookies

        Delete IE8 browsing history
    4. Click Delete

  • Internet Explorer 7

    1. Start Internet Explorer
    2. On the Tools menu, click Delete Browsing History

      Delete IE7 browsing history

    3. Under Temporary Internet Files click Delete files...

      Delete IE7 browsing history

    4. Click Yes to confirm
    5. Under Cookies click Delete files...
    6. Click Yes to confirm
    7. Click Close

  • Internet Explorer 6

    1. Open the Internet Explorer window
    2. On the Tools menu, click Internet Options
    3. Click the General tab
    4. Under Temporary Internet files, click Settings
    5. Click Delete Files
    6. Click OK
    7. Click Delete Cookies
    8. Click OK
    9. Under History, click Clear History
    10. Click Yes
    11. Click OK

  • Google Chrome

    1. Open Google Chrome
    2. On the Tools menu Google chrome toolbar click Clear browsing data
    3. Click the tick box to select the following
      • Empty the cache
      • Delete cookies
    4. In the dropdown box next to Clear data from this period: select the option Everything
    5. Click Clear Browsing Data

  • Safari

    1. Open Safari
    2. From the Edit menu, click Empty Cache...
    3. A dialog box will open. Click Empty

  • Firefox for Mac OS X

    1. Open Firefox
    2. On the Tools menu, click Clear Private Data
    3. Click the tick box to select Cache
    4. Click clear Private Data Now

Still having problems? Try these additional trouble shooting options for your browser.

  • Internet Explorer 7

    You should only reset your Internet Explorer Options if you have already tried clearing your temporary internet files and cache.

    Note: This will delete all temporary files, disable browser add–ons and reset all customised settings you may have changed.

    1. Go to the Tools menu and select Internet Options
    2. Select the Advanced tab
    3. Select the Reset button

      Reset IE7 settings

    4. Close Internet Explorer
    5. Open Internet Explorer and login to Internet Banking

    • How do I enable an add-on in Internet Explorer 7?

      1. Go to the Tools menu item and select Internet Options
      2. Select the Programs tab
      3. Select the Manage add-ons button
        Manage add ons
      4. Select the add-on you want to enable – a radio button will now become active under the Settings heading at the bottom left of the page.
      5. Select the Enable option
        Enable option
      6. Select OK

  • Firefox 3 (or higher)

    If you've followed the instructions to Clear Private Data and are still getting an error message, the issue may be a result of a browser extension hiding the boxes. To disable extensions, try the following steps:

    1. On the Tools menu, click Add–ons
    2. Select the Extension tab
    3. Click on each extension and select Disable (this will not remove the extension from the list)

      Disable extensions in Firefox
    4. Close Firefox
    5. Open Firefox and login to Internet Banking

  • Safari

    If you've followed the instructions to Empty Cache and are still getting an error message try the following steps:

    1. From the Edit menu select Reset Safari...
    2. Select (tick) the following boxes:
      • Clear history
      • Reset Top Sites
      • Empty the cache
      • Clear the Downloads window
      • Close all Safari windows

        Safari - clear private data
    3. Select the Reset button

  • What is a browser add-on?

    Add-ons are installable enhancements to a browser. Add-ons allow you to add or improve application features, use themes of your choice, and handle new types of content.

    Uses

    - Adding features
    Extensions are generally used to add functions to browsers. Examples of functions which an extension might add include RSS readers, bookmark organisers, toolbars, website-specific client programs, FTP, e-mail, mouse gestures, proxy server switching, or developer tools.

    - Modifying how you view web pages
    Many extensions can change the way content is displayed on a webpage. For example, Adblock extensions can prevent the browser from loading images that are advertisements.