Notices

Our Online Service

On 12 May 2025 we launched our new and improved Online Service. 

You'll need to register again for the Online Service if you haven’t logged in to the system since 12 May.


If you haven't logged in to the Online Service since 12 May, you'll need to register again following some simple steps.


To register for our Online Service you will need to enter some personal details and set up your security information. Please follow the steps below.

Please note:

  • As part of registration you'll need to:
    • Enter a Verification Code. This is a further security measure and will be sent to you in the post. 
    • Confirm the email address you wish to register with. Due to improved security, you must have a unique email address for your Online Service account. If you currently share an email address with another customer, a different email address will need to be used to register each Online Service account on our upgraded system.
  • After you've registered:
    • Next time you log in to the Online Service you'll be able to use your email address as your User ID.
    • Each time you log in you’ll also be asked to confirm a One-Time Passcode which will be sent to your mobile phone as a text message or as a voice message to your landline. We recommend using your mobile phone to receive these One-Time Passcodes. This will be in place of your Memorable Word.  

 

    Step 1: Complete the initial Online Service registration

    • Confirm your Surname, Date of birth and Postcode
    • Click 'Next'.



     


    This screen shows Surname, DOB and Postcode fields which need to be confirmed

    Step 2: Create a new password and Memorable Word

    • Confirm the email address you wish to register with
    • Create your new password, Memorable Word and hint for your Memorable Word
    • Click 'Next'.


    You'll be sent two emails to your registered email address:

    • The first email will be your Username.
    • The second email will be an Activation Code, which will verify your email address. This code is valid for 24 hours. 
    On this screen create a new password and memorable word

    Step 3: Activate your online account

    • Once you've received both emails from us, you'll need to log in to the Online Service with your new Username, password and the three required characters from your Memorable Word.
    • Please read the important information screen and click 'Continue'
    • Enter your Activation Code
    • Click 'Activate'
    Submit your activation code on this screen to active your account

    Step 4: We'll then send you your Verification Code by post

    • The Verification Code is a further security measure and is the final stage in the registration process. It will be sent to you by post - this will take three to five working days to arrive. 
    • Please note: Until you have received and entered your Verification Code you won't be able to see details of your existing account(s) or make a withdrawal. If you need to make a withdrawal before your Verification Code arrives in the post, please call 03300 243406 and we'll be happy to help.

       

      Step 5: Enter your Verification Code

      • Once you've received your Verification Code, log in to the Online Service with your new login details
      • Please read the important information screen and click 'Continue'
      • You'll then be presented with the 'Account overview' screen - please click on the on-screen message requesting you enter your Verification Code
      • Enter your Verification Code exactly as shown in your letter
      • Click 'Verify'.
      Enter your verification code on this screen to verify your account

      Step 6: Confirm your profile - Country of residence and contact number 

      • Confirm your Country of residence
      • Scroll down the page to the section 'For your security'
      • Confirm your contact number. This will either be your mobile or home phone number

        Important: We've introduced two-factor authentication each time you log in to the Online Service. A phone number is needed to verify your identity. Next time you log in you’ll receive a One-Time Passcode to your mobile phone as a text message or as a voice message to your landline. We recommend using your mobile phone to receive these One-Time Passcodes.  
      • Click 'Confirm your details'.
      Confirm your country of residence and contact number on this screen

      Step 7: Confirm your marketing preferences

      • Select and confirm your marketing preferences
      • Click 'Confirm your details'.
      On this screen confirm your marketing preferences

      Step 8: Success - all done

      • You’ll be logged in to the Online Service and will see an overview of your accounts. 
      • Please note: You'll receive an email from us (titled 'Profile Change') which will confirm your personal details have been changed. No further action is required.


       

      Online Service success screen

      You can register using the link below

         Register for the Online Service   

       

      Need some extra help?

      There are some frequently asked questions below and, if you still need some help, please get in touch with our friendly Online Support Team by calling us on 03300 243406. Our phone lines are open Monday - Friday (9am - 5:30pm); excluding Bank Holidays.

      Our handy guide provides useful information on how to operate your account online.

      Frequently asked questions

      Two factor authentication adds an extra layer of security and is designed to make sure you're the only person who can access your Family Building Society account(s).

      It is a security measure which requires you to provide two separate forms of identification to verify your identity when logging in. For our Online Service, the first factor is your password, and the second factor is a One-Time Passcode which will be sent to your mobile phone as a text message or as a voice message to your landline.

      The One-Time Passcode is a unique code that is sent to your mobile phone as a text message or as a voice message to your landline which you will be required to enter each time you log in to the Online Service.

      The One-Time Passcode is 6 digits long and is valid for 2 minutes from the time that it is sent to you. 

      It’s important to make sure your registered mobile and home landline numbers are up to date so you receive these One-Time Passcodes. Family Building Society will never call or email you to ask you to share part or all of your Online Service Username, password, Memorable Word or One-Time Passcode.

      If you’ve forgotten your password, you can request a password reset online which will send a code to your registered email address. You will need your Username to request a password reset. If you’ve forgotten your Username, you can request a Username reminder via the log in screen.

      Once you have received your password reset code, please input this into the box which appears on screen. If entered successfully, you will then be prompted to change your password. 

      There are various error messages that can appear throughout our Online Service. We hope that these messages are informative, however if you’re unsure about an error message you are receiving or have been locked out of your account, please call us on 03300 243406. 

      We’ve introduced two-factor authentication each time you log in. By providing an extra layer of security to your online account it helps prevent unauthorised access and financial fraud.

      When logging into the Online Service, you’ll also now be able to log in by using your email address as your User ID.

      No. Your savings and mortgage account numbers will remain the same.