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