Good to know

There are some frequently asked questions below and, if you still need some help, please get in touch with the team.

Please have all your known security details handy so we can help get you get logged in. Remember, our team will never ask you for your full security details.

You'll need to sign up to our new savings portal to use it

I need some extra help

There’s some frequently asked questions below and, if you still need some help, please get in touch with our team.

Contact us

Frequently Asked Questions

  • About our new online savings portal

    We’ve upgraded our online savings portal. It’s still a secure and an easy way to manage your accounts. You’ll also find communications from us, be able to apply for new HTB accounts and even send our team secure messages. And we have even more helpful changes to come.

    You’ll be better informed too, with new text messages and emails being sent so you’re always aware of what’s happening on your account.

    You’ll need to sign-up to our new savings portal to use it.

    If you opened your savings account before 1 May 2024 you will be guided to register for the new online savings portal when you next log in.

    Customers who have joined us since then will get access to the new portal straight away and won’t need to do anything new.

    We understand, and the team are here to help. In the video above, Jacob walks through, step-by-step, how to register and log in. You can pause, rewind and replay the video at your own pace and even add subtitles if you’d like to.

    If you’re getting stuck or need us to go through it with you, don’t worry, we’re here. Please get in touch (have all your security details handy so we can help get you logged in).

    Our customer service team are available on 020 7862 6222 and [email protected]. We’re available 9am-5pm Monday to Friday, excluding bank holidays.

    Please reach out to our customer service team for extra help on 020 7862 6222 or email our dedicated portal team at [email protected].

    We’re available 9am-5pm Monday to Friday, excluding bank holidays.

  • My savings accounts

    No, your account number won’t change.

    All payments will process as usual.

    No.

    We may update our terms at any time, giving you plenty of notice. Until then, nothing will change.

    You can see your account statement and transaction history as usual on the new portal.

  • Signing-up for the new portal

    Simply click Register at the top and you’ll be guided through registration. You’ll need to log in to your account and update your security and contact details.

    Once you’re logged in and updated your password on the new portal, you are all set.

    No problem. If you’re already set-up on the new portal, your email address is now your User ID.

    If you’re trying to login for the first time, click on Forgotten User ID? and we’ll send it to you.

    Your memorable word is case sensitive (in case this helps).

    If you need help, get in touch with our customer service team on 020 7862 6222 or email [email protected] and we’ll sort this out for you.

    We’re open 9am-5pm Monday to Friday, excluding bank holidays.

    You don’t need to move onto the new portal until you’re ready, but you will need to register to start using it. There’s no downtime planned and your accounts are unchanged.

    We’re a digital bank and use your contact details to make sure it’s you when you log in, so we need to make sure these are up to date.

    For convenience, your email address will become your User ID and, to help you stay in control, we’ll also start sending you text messages and emails so you’re always aware of what’s happening on your account.

     

    The new savings portal is secure. In fact, we mention some of our new security features in our recent article about fraud prevention.

    And, for extra peace of mind, we’ll start sending you text messages and emails so you’re always aware of what’s happening on your account up-to-the-minute.

    We really appreciate feedback and the opportunity to put things right.

    We ask that you get in touch 9am-5pm Monday to Friday on 020 7862 6222 or email [email protected].

    Our customer service team is available 9am-5pm Monday to Friday. Please reach out for extra help on 020 7862 6222 or email [email protected].

    We’re a digital bank and we use your contact details to make sure it’s you when you log in. Unfortunately, you won’t be able to access our new online savings portal without these.

    Our customer service team is available 9am-5pm Monday to Friday. Please reach out for extra help on 020 7862 6222 or email [email protected] as usual.