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Our online and phone service

Summary

Our online and phone service

Our online and phone service allows you to manage most of your accounts through our secure website or on the phone, in your own time. Once you’ve registered, you can pay money in and take it out, check your balance, review recent transactions, go paperless and change your personal details whenever it suits you. And if you hold Premium Bonds, you can choose to have any prizes paid by BACS too with notification by email.

How to register

To register, complete the online and phone service registration form, then print it out, sign it and post it to us.

Register now

Getting started

You will always need to have your NS&I number and password to hand to use our online and phone service. You can manage most NS&I accounts and investments through our secure website or on the phone in your own time. Investment Accounts are managed by post.

Once you’re registered, you can pay money in and take it out, check your balance, review recent transactions, go paperless and change your personal details whenever it suits you. And if you hold Premium Bonds, you can choose to have any prizes paid direct to your bank account with notification by email.

Don’t forget you can still look after most of your savings and investments by post and to make things easier for you we have forms that you can download. And if you need to ask us a question you can always call us .

View forms


You can manage most new and renewed investments online and by phone. But if you have any fixed term investments that started before 20 September 2012, you won’t be able to manage them online until they reach maturity and you decide to renew them. And if you have an Investment Account, it’s postal only – so you won't be able to manage it online and by phone.


These savings accounts are designed to be opened and managed online and by phone. So, if you have one of these accounts you’re already registered for our online and phone service – just log in using your NS&I number and password. Or call us, and have your NS&I number and password to hand.


If you’ve already got Premium Bonds, but don’t have a Direct ISA or Direct Saver, we'll register you for our online service next time you buy Premium Bonds online or by phone - after we receive your application we'll send you a form to complete and sign. If you’re not planning to buy more Bonds you can complete the online and phone registration form , then print it out, sign it and post it to us. You must complete all sections in full otherwise we will not be able to register you for the service.


For any fixed term investments you invested in or renewed on or after 20 September 2012, you should be able to manage them online as well. If you can’t see your investments when you log in, complete the online and phone registration form , print it out and post it to us.


Only once you’ve got both your NS&I number and your password. It can take some time while we carry out our initial checks to set up your online and phone service. You will need to have your NS&I number and password to hand every time you want to manage your savings and investments by phone or online.


Yes. You’ll still be able to make new investments by post while you’re waiting for the service to be set up.


You can manage your child’s Premium Bonds and Children’s Bonds online and by phone until your child is 16.


 

The steps below explain how the registration process works.

To register complete the online and phone registration form



1

Step 1 - Fill in the form

If you haven't already registered for our online and phone service, complete our online registration form , print it out, then sign and date it, and post it to us. Please make sure you complete the form in full as we can't register you until we have all the information we ask for.

Why do I need to fill in a form for this service?
We need this so that we have a signature from you which gives us added reassurance and you added peace of mind.


2

Step 2 - Receive your NS&I number

We'll send you an NS&I number by post, which you'll need every time you want to access the service. It maybe some time before you receive it while we check whether you hold any other NS&I savings and investments.

What's an NS&I number?
We'll send you your NS&I number when you first register as an online and phone customer. It's your unique 11 digit number and always starts with an 11, 21, 31 or 41. You'll need it to manage your accounts and investments. It's not the same as an account number, which identifies each individual account or investment you have, or a customer or holder's number, which links together all your holdings of a particular investment type.


3

Step 3 - Receive your password

We'll send you a temporary password by post - for your security, this will arrive separately to your NS&I number.


4

Step 4 - Change your password

You'll need to change your temporary password to something that suits you. Log in with your NS&I number and temporary password or call us to set up your own password. You'll need to do this within 60 days, or your temporary password will expire and you'll need to request a new one.

How does the password work?

We'll send you a temporary password when you first register. But then you'll need to change it to one that suits you. Passwords must be between six and eight characters and contain at least 1 upper case letter, 1 lower case letter, 1 number and 1 special character.

Special characters are punctuation marks and symbols often found on keyboards. The 20 possible special characters are:
? ! $ + * , . / | : @ # [ ] { } ^ _ ` 
If you need to describe them on the phone this is what they are called:
? question mark
! exclamation mark
$ dollar sign
+ plus sign
* asterisk
, comma
. full stop
/ forward slash
| vertical line
: colon
@ commercial at
# hash mark
[ left square bracket
] right square bracket
{ left curly bracket
} right curly bracket
^ circumflex
_ underscore
` grave accent

An example password is Uhsd895*
(but don't use this example for your own password)

What if I forget my password?

If you forget your password, enter your password incorrectly three times or you think someone else has access to it, you'll need to reset it, online or by phone. To reset online, click Login, then click the Forgotten your password? link when the Login page appears.


5

Step 5 - Answer your security questions

If you've not already done so, we'll ask you to set up five security questions. Make sure you'll be able to remember the answers - as we'll ask you them if we ever need additional security.

What are security questions?

There are times when we want additional reassurance that the person managing the account is you. Before you start using the service, we'll ask you five security questions about your family and your life. And you'll need to remember the answers you give us - because if we need additional security, we'll ask you the questions.

What if I forget my security questions?

The security questions are about your family and your life, so try to make sure the answers you give will be the same in a few years time. But don't worry if you do forget. Just contact us and we'll send you a special form to fill in.


6

Step 6 - Choose an image and phrase

If you're online we'll also ask you to choose an image and phrase which we'll show you every time you log in. So you can be sure you're using the genuine NS&I online service.

Once you've completed all these steps you're up and running!


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We do everything we can to keep your financial information – and your money – safe. That’s why we’ve built several levels of security for our online service. You’ll need an NS&I number and a password to log in to our secure website or to manage your savings and investments by phone. And we sometimes ask you security questions.

You can find out more about security here:

Our online security guarantee

Tips on how to stay safe online

What makes our website safe to use



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Terms & conditions for the online and phone service

20 September 2012

  1. In these terms and conditions:
    1. "Director" means the Director of Savings;
    2. "electronic transfer" means payments by BACS, including under a standing order (unless the context requires otherwise);
    3. "NS&I" means National Savings and Investments; 
    4. "prospective user" means a person described in paragraph 3 who is entitled to become registered as a "registered user";
    5. "registered user" means a person who has registered to use the Service;
    6. "Service" means the telephone and internet services provided by NS&I for the purposes of purchasing and managing savings and investments as described in paragraph 4.
  2. For the purposes of these terms and conditions, any references to "we", "us" or "our" are references to the Director or those acting under the Director’s authority.
  3. We offer the opportunity to purchase and manage our savings and investments via the telephone and/or internet, and to opt to receive paperless documents. The Service is offered to customers and, where a customer lacks capacity or has created a valid Power of Attorney, a limited Service is offered to those entitled to manage their savings and investments (each a "prospective user"). To use the Service to both invest and manage their holding, a prospective user will need to register either by telephone or via the internet as part of their application to invest or they will need to complete a registration form (available from us or to download from our website) and return it to us for processing. Deputies and attorneys can only register to use the limited Service by completing the registration form and returning it to us for processing.
  4. If a prospective user registers as part of an application to purchase made over the internet, they will be asked to supply security information and choose a password. If the prospective user is an existing customer who has already registered to use the Service, they must use their existing security information and password to purchase and manage the relevant saving or investment (see also paragraph 7).
  5. If a prospective user registers as part of an application to purchase made by telephone, they will be asked to supply security information. After registration, we will send a temporary password to the registered user. Before the registered user can manage their savings and investments using the Service, they will need to change the temporary password to one of their own choosing. This temporary password will expire after 60 days so the registered user will need to change it before then. If they do not change their temporary password before it expires we will issue them with a new password when they next contact us. The new temporary password must be changed within 60 days.
  6. We will use the password and security information to verify the identity of the person seeking access to the Service. If for any reason a registered user wishes to change their security information or password they can do so via the internet, or by calling us. We may ask  for any change to be confirmed in writing.
  7. Registered users must take reasonable precautions to prevent unauthorised use of the Service. They should not disclose any information which will give access to the Service to anyone other than us. They should not record their password or security information in any way that may result in them becoming known to another person.
  8. Please note that after initial registration we will never contact registered users, or ask anyone to do so on our behalf, with a request to disclose security information in full. If a registered user receives any such request from anyone (even if they are using our name and logo and appear to be genuine) then it is likely to be fraudulent and security information should not be supplied under any circumstances. Registered users should report any such request to us immediately.
  9. The customer will be responsible for any instructions received by us between the time a registered user passes the security procedure until the time that registered user exits from the Service. Please note that this includes any input errors or instructions sent by someone other than the registered user, so registered users are asked not to leave the device they are using to access the Service unattended while logged on.
  10. Please note that we are entitled to repay savings and investments where instructions to cash in have been given through the Service, if particulars of the security information were correctly provided.
  11. If a registered user has reason to suspect that their security information and/or password have become known to a third party, they should immediately notify us by telephone. We may ask for this to be confirmed in writing.
  12. While we will make reasonable efforts to provide the Service, we will not be liable for any failure to provide the Service, in part or full, for any cause that is beyond our reasonable control. This includes, in particular, any  suspension of the Service resulting from maintenance and upgrades to our systems or the systems of any party used to provide the Service.
  13. We may, where we consider it is appropriate for the protection of customers, suspend, withdraw or restrict the use of the Service or any part of the Service. We will inform customers as soon as practicable if we take such action. We may also end the Service or any part of the Service at any time by giving registered users reasonable notice.
  14. Liability

  15. If a customer tells us that an application to cash in was not authorised, we will carry out an investigation.
    As soon as we are reasonably satisfied that the application to cash in was unauthorised, we will, subject to paragraph 15, refund the amount repaid and return any relevant holding to the position they would have been in if the unauthorised repayment had not taken place. This means that, in addition to the amount of the unauthorised repayment, we will refund any interest on the amount incorrectly paid but we will have no further liability.
  16. However, we will not give a refund if the customer has acted fraudulently.
  17. If a customer asks us to make a repayment by electronic transfer and, after a reasonable period has elapsed, the bank or building society to which repayment should have been made says that it did not receive the  repayment, we will, subject to paragraph 17 and 18, refund the amount of the repayment and return the relevant investment to the position it would have been in if the repayment had not been made.
  18. We will not make a refund pursuant to paragraph 16 if there was a mistake in any of the details contained in the instructions to cash in. In such circumstances, we will, however, make reasonable efforts to recover the funds for the customer.
  19. We will not make a refund pursuant to paragraph 16 if we can show that the repayment was in fact received by the bank or building society to which repayment should have been made.

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Using our service

Quick, easy and secure ways to manage your money

More and more people are realising that it's quicker and more convenient to take control of their money online or by phone. Our online and phone service allows you to do exactly that – securely and confidentially. This is a brief guide to how to use our online service. Just scroll down to what you want to do then follow the step-by-step instructions. You may want to print this page for your reference.

Improved security processes

Your security is one of our top priorities so we have put in place a number of measures to protect you while you are online. If we have reason to suspect an unauthorised person is accessing your account, we may ask for additional security details while you are transacting with us to verify that it’s you.


  • Log in

  • Enter your surname

  • Enter your NS&I number

  • Click Log in

  • Check your security image and your security phrase are correct

  • Enter the two required characters of your password

  • Click Log in

  • Check your details are correct and click Continue


Use the links below to find information on how to keep track of your savings

Transaction history

  • Click Your savings in the top menu

  • Click Transaction history in the left hand menu

  • Select your chosen NS&I account or investment from the dropdown menu

  • You can choose to only see transactions between certain dates and/or of certain values – just enter the relevant details if you want to do this, or leave blank to see all your transactions (for Premium Bonds only transactions made over the last two years are available)

  • Click Next

  • You can view further details of each transaction by clicking on its description

Pending transactions

Pending transactions are transactions that you have requested – including deposits, withdrawals or transfers – but have not been processed.

Statements

You can view your annual statements for available investments here. However, we don't provide statements for Premium Bonds. If you want to see details of the Bonds you hold, see Bond summary.

Bond summary (Premium Bonds holders)

  • Click Your savings in the top menu

  • Click Bond summary in the left hand menu

  • Select your Holder's/Account number

  • Click Next

Prize history

  • Click Your savings in the top menu

  • Click Prize history in the left hand menu

  • Select your Holder’s/Account number from the dropdown menu

  • You can choose to only see prizes between certain dates – just select the relevant dates (we can only show prizes won since the online service for Premium Bonds was introduced)

  • Click Next


Use the links below to find information on how to move money

Deposit (Premium Bonds, Direct Saver and Direct ISA only)

  • Click Your savings in the top menu

  • Click Deposit in the left hand menu

  • Select your chosen NS&I account or investment from the dropdown menu

  • Click Next

  • Enter the amount you want to deposit

  • Click Next

  • Check the details are correct and then click Confirm to go ahead, or Change to select a different account or change the amount (or Cancel if you no longer want to make a deposit)

  • Enter your debit card details and click Submit order

  • You may be asked by your card issuer to provide further security details

  • You will then receive confirmation of the transaction and a reference number

Withdraw

  • Click Your savings in the top menu

  • Click Withdraw in the left hand menu

  • Select your chosen NS&I account or investment from the dropdown menu

  • Click Next

  • Enter the amount you want to withdraw, up to your available balance shown on the screen.

  • Click Next

  • Check the details are correct and then click Confirm to go ahead (or Cancel if you no longer want to make a withdrawal)

Withdraw (additional information for Premium Bonds holders)

  • If you are cashing in Premium Bonds, we will automatically cash in your oldest Bonds first. If you want to cash in specific Bonds see Cash in my investment

  • If you want to defer your withdrawal until after the next prize draw, click Yes

  • Click Next

  • Check the details are correct and then click Confirm to go ahead (or Cancel if you no longer want to make a withdrawal)

  • You will then receive confirmation of the transaction and a reference number

Transfer

You can only transfer between your own NS&I accounts and investments. For fixed term investments you can only transfer to a Direct Saver. You cannot transfer into a fixed term investment.

  • Click Your savings in the top menu

  • Click Transfer in the left hand menu

  • From the dropdown menu select your NS&I account or investment you want to transfer from

  • Select whether you want to transfer money out and keep your account open, or transfer money out and close your account (except for Direct ISA, which cannot be closed online)

  • From the dropdown menu select the account or investment you want to transfer to

  • Click Next

  • Enter the amount you want to transfer, up to your available balance shown on the screen

  • Click Next

  • Check the details are correct and then click Confirm to go ahead (or Cancel if you no longer want to make a transfer)

Nominated accounts

We will pay all withdrawals into your nominated account. Please check carefully that your account details are correct.

  • To change your nominated accounts, click Your savings in the top menu

  • Click Nominated accounts in the left hand menu

  • Select your chosen NS&I account or investment

  • Click the Change icon above

  • Enter details of your new nominated account (which must be a UK bank account held in your name)

  • Check the details are correct and then click Confirm (or Cancel if you no longer want to change your nominated account)


Use the links below to find information on how to stay informed

Your messages

  • To view your secure messages from NS&I, click Your savings in the top menu

  • Click Your messages in the left hand menu

  • Click the message you want to view

Your documents

  • If you have chosen to go paperless you can view documents such as key features and terms and conditions

  • To view your documents, click Your savings in the top menu

  • Click Your documents in the left hand menu

  • Select Holder's/account number

  • Click Next

  • Click the document you want to view

  • Click on the document to download


Use the links below to find information on how to view and change your personal details

Address

  • To change your address details, click Your details in the top menu

  • Click Address in the left hand menu

  • You may be asked some security questions. If so, please answer the questions and click Confirm

  • Enter the postcode and house name/number of your new address and click Find

  • Select your address from the dropdown menu and click Next

  • If your address is correct, click Confirm

Telephone number

  • To change your telephone number, click Your details in the top menu

  • Click Telephone number in the left hand menu

  • You may be asked some security questions. If so, please answer the questions and click Confirm

  • Enter your new number and click Next

  • If the new number is correct, click Confirm; if not click Cancel

Email address

  • To change your email address, click Your details in the top menu

  • Click Email address in the left hand menu

  • Enter your new email address in both boxes

  • If the new email address is correct, click Confirm; if not click Clear

Tax details

  • Mandatory for non-UK residents of the European Union. To change your tax details, click Your details in the top menu

  • Click Tax details in the left hand menu

  • Enter your tax identification number in the first box

  • Select your tax country from the dropdown menu in the second box

  • Enter your city of birth in the third box

  • Select your country of birth from the dropdown menu in the last box

  • Once you have entered all the details, click Confirm

Security details - Password

  • To change your password, click Your details in the top menu

  • Click Security details in the left hand menu

  • Select Password from the dropdown menu

  • Answer the security questions and click Confirm

  • Enter your current password in the first box

  • Enter your new password in the second and third boxes

  • If your password is correct, click Confirm; if not click Clear

Security details - Security questions

  • Click Your details in the top menu

  • Click Security details in the left hand menu

  • Select Security questions from the dropdown menu

  • Answer the security questions and click Confirm

  • Select which security question you would like to change from the dropdown menu and click Next

  • You can keep the existing question or select a new question from the dropdown menu

  • Enter the new answer to your security question

  • If you’re happy with your new security question and answer click Confirm; if not click Clear

Security details - Login image

  • Click Your details in the top menu

  • Click Security details in the left hand menu

  • Select Login image from the dropdown menu

  • Choose a new login image from the selection and click Confirm

Security details - Login phrase

  • Click Your details in the top menu

  • Click Security details in the left hand menu

  • Select Login phrase from the dropdown menu

  • Enter your new login phrase and click Confirm


Use the links below to find information on how to view and change your account options

Paperless options

  • You can choose to receive email confirmation for your transactions. To change your options click Your options in the top menu

  • You can select your paperless options for each type of NS&I savings, or for all of them

  • Tick your chosen options

  • If your selection is correct, click Confirm; if not click Cancel

  • If you hold more than one of the same type of savings (eg you have two Direct Saver accounts) you can select different paperless options for each of them by clicking on the name

Prize options

  • For Premium Bonds you can choose to go fully paperless, have prizes paid directly into your bank account with email notification or automatically reinvest prizes into more Premium Bonds. To change your prize options click Your options in the top menu

  • Click Prize options in the left hand menu (or you can click on the yellow Premium Bonds image also in the left hand menu)

  • From the dropdown menu, select the Holder’s/Account number you’d like to change and click Next

  • You can choose to go Fully paperless or Paperless prizes only

  • Fully paperless means that we will email you when you win a prize, will pay the prize straight into your bank account, and will give you online records when you buy or cash in Bonds

  • If you choose Paperless prizes only we will email you when you win a prize and pay the prize straight into your bank account, but we will keep sending you paper records when you buy or cash-in

  • You can also choose to have your Premium Bond prizes automatically reinvested in more Bonds by choosing the Reinvest prizes option at the bottom of the screen

  • Once you have chosen your preferred prize options, click Confirm. If you do not want to update your prize options click Cancel

Marketing options

  • Choose how you'd like to hear about updates from NS&I.To change your Marketing options, click Your options in the top menu

  • Click Marketing options in the left hand menu

  • If you’re happy with your selection, click Confirm

  • To continue, choose an option from the top or left hand menu

First screen

  • This allows you to choose which screen you would like to appear when you first log in. This screen will default to Your savings summary unless you choose otherwise. To change your first screen, click Your options in the top menu

  • Click First screen in the left hand menu

  • From the dropdown menu, select the first screen you'd like to see when you next log in

  • If you’re happy with your selection, click Next

  • If your selection is correct, click Confirm; if not click Cancel

  • To continue, choose an option from the top or left hand menu

Shortcuts

  • Shortcuts provide you with a direct link through to your favourite pages. To add or amend your shortcuts, click Your options in the top menu

  • Click Shortcuts in the left hand menu

  • From the dropdown menus, select up to five shortcuts you'd like to appear in your Shortcuts menu

  • If you’re happy with your selection, click Next

  • If your selection is correct, click Confirm; if not click Cancel

  • To continue, choose an option from the top or left hand menu

Name your savings

  • You can choose a relevant name for each of your accounts or investments, for example 'Holiday fund'. To rename your savings, click Your options in the top menu

  • Click Name your savings in the left hand menu

  • From the dropdown menu, select the account or investment you'd like to rename and click Next

  • Enter a new name for your account or investment

  • If you’re happy with the new name, click Confirm; if not click Cancel

  • To continue, choose an option from the top or left hand menu


  • Click the Your savings menu item to manage your accounts or investments, or read secure messages from NS&I

  • Click the Your options menu item to manage your personal and security details, and tailor on-screen options


Forgotten your password?

If you have forgotten your password, you can reset it by visiting the log in page. You will need your NS&I number. Providing we can verify your security details, we'll send a temporary password to the postal address we hold on record.

Before you can continue managing your money online or by phone, you'll need to change your temporary password to one of your own choice. You'll be prompted to do this when you log into NS&I's online service or call us for assistance. You'll need to do this within 60 days, or your temporary password will expire and you'll need to request a new one.

Passwords must be between 6 and 8 characters and must contain a minimum of:

  • 1 upper case letter

  • 1 lower case letter

  • 1 special character

  • 1 number

An example is Uhsd895* (don't use this example for your own password). A special character can be any of the following:
! # $ * + , . / : ? @ [ ] ^ _ ` { | } ~

As with all security information, you must keep your password secure.

Forgotten the answers to your security questions?

If you have forgotten the answers to your security questions you need to download and complete a form. Send it to us and we will send a temporary password to the postal address we hold on record. You'll then need to log in and re-enter your security answers.

How can I find my NS&I number?

When logging in or calling us, you will be asked for your NS&I number and password. When you registered for our online and phone service, we posted you separate confirmation of your NS&I number. It is 11 digits long and always starts with either an 11, 21, 31 or 41. (Note: your NS&I number is different to your holder's number.)

When you enter your NS&I number online, please type it without spaces.

Keep your NS&I number in a safe place as you will need it along with your password, every time you use our online and phone service.

Forgotten your NS&I number?

For your security, we cannot provide this information by phone or email. You need to download and complete a form. Send it to us and we will write to you with your NS&I number.

How do I change my password or security details?

If you want to change your password or security details, visit the log in page. If you need to change your security phone number, you'll need to call us.

Still having problems?

Call us for further help.


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If you choose to go paperless, we'll send you fewer letters or records by post. Instead, we'll store your statements and key documents online and email you when new documents are ready to view.

If you have NS&I Premium Bonds, you can also choose to have prizes paid straight into your bank account, and to be told by secure message when you've won.



Why go paperless?

If you prefer not to manage paper documents, you'll find it more convenient, and you’ll be doing your bit for the environment by cutting down the amount of paper we send out.

What if I change my mind?

If you decide going paperless isn't for you, you can easily log in and change back to receiving paper documents.


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