When you contact us or log in to your account, we will take some extra steps to check that you’re really you.
Why are we doing it?
We want to confirm that you are really you to reduce the chances of your personal and account information being accessed by unauthorised persons.
When you chat with our customer service team
If you contact us (or we contact you) about any “high-risk customer interactions”, such as updating personal and payment information, we will require you to identify yourself using your full name, date of birth, address, and mobile phone number. Then, we will also ask you to use multi- factor authentication via SMS or email to check that the request comes from you.
When you log in to your account Whenever you log in to your account, you will now also be asked to complete multi-factor authentication via SMS or email.
What do you need to do?
Please check your personal information is up to date in My Account. When you are asked to complete multi-factor authentication, we’ll guide you through the process step-by-step.
We’re here to help
Still have a question? Chat with our customer service team via live chat during business hours or email us at email@example.com.