Two-factor authentication (or 2FA) is an extra layer of security that can be added to your online account by calling 0117 980 9984 or contacting us by secure message.
However, if you use your fingerprint or face to log into our mobile app, this automatically gives us two-factor authentication in one secure step.
You already have 2FA on your HL account if you have an Active Savings account or HL Cash ISA, or you’ve linked accounts with someone who does. These types of account must comply with the Payment Services Regulations 2017, which require 2FA.
There are two changes when you have 2FA on your HL account:
Automatic timeout: You are logged out after 5 minutes of inactivity. This could be if you navigate away from your account to browse articles or other public pages on the HL website. When you are using your account, such as clicking between your accounts and dealing, you will stay logged in.
Additional login step: We send you a 5-digit code if you 1) log in via the website or 2) use the app but you have not set up fingerprint or face login. You need to enter this code to access your account. We send it via your choice of text message or automated phone call, and it usually arrives in seconds.
You can only receive codes to one phone number. To change this number, call our Client Support Helpdesk on 0117 980 9984.
We do not need to send you a 5-digit code if you log into the mobile app with your fingerprint or face. This method gives us two-factor authentication in one secure step. However, we will send a one-off code to verify your device when you first log in.
You can turn on fingerprint or face login in your HL app settings.
Turn off fingerprint or face login in your app settings if you would still like to receive a 5-digit code.