Technical Help

A computer with a currently supported operating system and a browser such as Internet Explorer that supports 128bit encryption with a display resolution of 800x600 or higher.

For further information contact Technical Help.

If your password has been entered incorrectly and you have ordered a new one time password (OTP), please do not make any further attempts to enter a password (even if you think you have remembered it) until you have received your password letter from us. Your OTP is generated over night and may take between 2 and 5 days to arrive depending on your postal service.

• This may occur when 'Cookies' are disabled.
  You can configure cookie handling in the 'Privacy' section of your browser, select 'Tools' then 'Internet Options'.
• Your Temporary Internet Files folder / cache is full.

Clearing Temporary Files in Internet Explorer
The Temporary Internet Files can be cleared within Internet options, select 'Tools' then 'Internet Options'.

Clearing Cache in Mozilla Firefox
With Firefox on screen, select Tools and then Options from the top menu
Select the Privacy Section and then the Cache tab
Click on the Clear Cache Now button
When this is complete, select OK

For further information contact Technical Help.

The same character or question will be asked until you answer it correctly or the system is locked out, this is a security feature of our system that prevents 'brute force' password attacks.

For further information contact Technical Help.

Some keyboard regional input settings require multiple key depressions before special characters are displayed.

You can find information about keyboard layouts at:

http://msdn.microsoft.com/en-us/goglobal/bb964651.aspx

Please note that some special characters require that the 'AltGr' key is held down followed by two key depressions, examples are:

French Keyboard
AltGr + '2' then '0'

Spanish Keyboard
AltGr + '4' then '2'

Swiss Keyboard (German & French)
AltGr + ''' (to the right of the '0' key) then '2'

Please note that the numbered keys referred to are the ones located along the top row of the keyboard, not the number pad.

When referring to the Microsoft keyboard layouts site you will notice that some keys are highlighted orange, these are normally the activation keys that need to be pressed with the 'AltGr' key depressed, before the special character key is used.

For further information contact Technical Help.

Your computer clock/calendar is incorrectly set. To correct your PC clock, double click the clock in the bottom right corner of your screen. Set your date and time correctly then select 'Apply'. (If your PC clock does not maintain the correct settings, it may be due to a low/flat CMOS battery on older motherboards).

This kind of message is also experienced with some older browsers - The supplier of your browser may supply an update to install the necessary libraries.

If you have exhausted the suggestions on these help pages, please send details of your problem to technicalhelp@northernrock.co.uk.

Be sure to include:

Details of the problem including any error messages that are displayed
Your PC specification (Processor Speed and Memory)
Your Operating System (Windows XP/Vista/MacOS10.5)
(Please note that their respective suppliers may not support older operating systems, in these cases the amount of support we can offer is limited).
The Internet Browser you are using (Internet Explorer, Firefox, Opera, Safari etc)
Any browser toolbars you are using such as Google Toolbar.

For further information contact Technical Help.

Security Details

Passwords play an integral part in your account security and it is imperative that you keep your password protected and do not disclose it to anyone else.

The same applies to your Customer ID and your answers to the security questions we ask. Our advice is to commit all of this information to memory.

It is vitally important that your security details are not recorded where they can be discovered, or observed, by anyone else. We also recommend that you change your password frequently, as an additional, but valuable security measure.

If you are using the Internet in a public place such as an Internet Cafe, do not leave the PC unattended and ensure that no one is watching what you type.

You should not choose or change your personal information if you are in a public place such as an Internet cafe.

Make sure you log off from online banking upon completion of your session.

Do not respond to e-mails that request personal information such as passwords, including any which appear to have been sent by Northern Rock, we will never request this information from you.

If you suspect that the security of any account has been compromised, contact Northern Rock immediately.

Phishing

Some UK banks have become targets of fraudulent e-mail scams, where customers have been requested to provide or confirm their online security details by e-mail. This is referred to as "phishing".

Unfortunately, there is little that Northern Rock, or any other bank, can do to stop these e-mails being sent. This is how Northern Rock would communicate with you:

What we do:

• Any email we send you will only contain links to features and information or promotions about Northern Rock's products and services. These links are for your convenience and you should always use our full website address directly in order to access your accounts.

What we don't do:

• We will never send emails asking you to provide, update or confirm personal or security information, like your account number, PIN or security details via email.

Please be extremely vigilant when accessing your online accounts in public places e.g. Internet cafes.

If you do receive an e-mail claiming to be from Northern Rock, asking you to confirm your security details online, it is very important that you do not respond to it.

Please forward it, preferably as an attachment, to report.phishing@northernrock.co.uk. We won't be able to reply individually but we do investigate every e-mail to ensure that any fraudulent sites are closed down as quickly as possible.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0845 607 6991.

Lines are open 8am-8pm Monday to Friday, 8am-4pm Saturday and 10am-3pm Sunday.*

Intermediaries - please contact the Intermediary Online Support Team on 0845 602 8347. Lines are open Monday to Friday, 9am-5pm.*

Further information is available on this, and other security issues from the APACS website www.banksafeonline.org.uk. In addition, further information on identity fraud is also available at the CIFAS website www.identityfraud.org.uk.

* Calls are charged at your service provider's prevailing rate and may be monitored or recorded.

Firewall / Personal Firewall

A system designed to prevent unauthorised access to or from a network. Firewalls can be implemented in both hardware and software, or a combination of both. Firewalls are frequently used to prevent unauthorised Internet users from accessing private networks connected to the Internet, especially Intranets. All messages entering or leaving the Intranet or network pass through the firewall, which examines each message and blocks those that do not meet the specified security criteria.

Encryption

Encryption is a way of scrambling information that is transferring between you and Northern Rock through a secure environment. The strength of encryption is measured by the number of bits being used in the scrambling process. The Northern Rock online application can only be accessed by a browser that uses 128-bit encryption (this is currently the most secured). The Northern Rock online application is protected by several layers of security, including two layers of encryption technology. Our encryption algorithm is internationally recognised and has been exposed to public scrutiny for several years with no specific vulnerabilities being exposed. Of course we keep the matter under constant review to make sure we have the highest standard of security for our customers.

Pop-Up Blocking

Programs designed to stop pop up adverts appearing on your screen whilst browsing the Internet.

Application

Software designed to allow computer users to carry out a specific task.

Browser

A browser is used to view web pages. Microsoft Internet Explorer and Mozilla Firefox are popular examples of web browsers.

Cache

A cache is a browser's temporary file storage area. In the case of Temporary Internet Files, when you visit a web page, a copy of that page is placed in the cache. On return to that page it will load more quickly because it is retrieved from your cache rather than the Internet. To see the newest version of the page, select refresh or type a question mark at the end of the URL (Web Address).

Network

A series of computers linked, allowing them to talk to each other. There are two main types of network, Local Area Networks (LAN) and Wide Area Networks (WAN). The Internet works on a WAN as it is made up of a collection of smaller networks linked together.

Proxy Server

A server that sits between a client application such as a Web browser, and a web server. It intercepts all requests to the web server to see if it can fulfil the requests itself. If not, it forwards the request to the web server.