In this safe and secure process, we'll ask you for the card number and PIN for one of your Co-operative Bank cards and to complete 2-step verification to prove who you are, before allowing you to choose your new password.

As long as you have the three things we list below before you start, the process can be completed any time of the day or night.

What you’ll need:

  • Your customer number. If you don’t know it, check this for tips, or we can text or email it to you as part of the process.
  • A working EFTPOS, debit or credit card. Expired or blocked cards will not work.
  • Access to the email address registered to your account, or your mobile phone if its been set up for 2-step verification.

If you do not have all of these three items you will need to phone us on 0800 554 554, Monday to Friday 8am - 7pm, or weekends 9am - 4pm to reset your password.

Starting the process

Click on the ‘Log in’ button at the top right of any page on The Co-operative Bank’s website. Then click on ‘Forgot your password?’

Step 1: Customer number

Make sure you have everything you need, then enter your customer number. You can select ‘I don’t know my customer number' to have it sent to you by text or email.

Next, click on the small square box beside ‘I'm not a robot’.This may trigger a new little window with the puzzle for you to solve, like ‘Click on all the pictures with traffic lights’.

Once you've solved the puzzle, click ‘Continue’ to progress to the next step.

Step 2: Enter your card number and PIN

On this page you’ll enter the card number for one of your Co-operative Bank EFTPOS, debit or credit cards. You can choose any one of your cards as long as it is in your name, and is currently active.

Next, enter the 4 digit PIN for the same card. If you’re on a computer, click ‘Show keypad’ to use a key pad which is handy if you're used to entering your PIN in a particular pattern or if it spells a word.

Click ‘Continue’ to progress to the next step.

Step 3: Select your 2-step verification contact method

This step will only show if you have more than one valid contact method available.

Choose which method we should use to send you a 2-step verification code.

Click ‘Continue’ to send the code and progress to the next step.

Step 4: Enter the six digit verification code

Enter the six digit verification code that we have sent to the contact method you selected in the previous page.

You may need to go to the messages or email app on your phone to get the code.

Once you’ve entered the code click ‘Continue’ for us to check the code matches what we sent you. If it all checks out we’ll take you to the next step.

Step 5: Create a new password

Enter and confirm your new password. Your password must meet certain requirements to make sure it is secure. Your password must:

  • be at least eight characters long
  • contain at least one letter and one number
  • not be easy to guess

You’ll be told if your password does not meet these requirements, and you’ll be unable to continue until it does.

Once you are ready, click “Continue” and you will be logged in to your internet banking dashboard.