Support for customers affected by the severe weather

Customers with Co‑operative Bank Home, Contents or Car Insurance can find helpful information and how to make a claim here

For customers who may require emergency financial assistance, we are available on 0800 554 554 between 8am – 7pm Monday to Friday and 9am – 4pm over the weekend.

What you’ll need:

  • Your 2-step verification mobile number or the email address registered to your account. (Find out more about 2-step verification in the trouble shooting section below).
  • Your Co-operative Bank card (debit, credit or EFTPOS card). Expired or blocked cards will not work.
  • Your customer number. If you don’t know it, we can text or email it to you as part of the reset password process.

If you do not have your Co-operative Bank card (debit, credit or EFTPOS card) or your 2-step verification mobile number or the email address registered to your account, you will need to phone us on 0800 554 554, to reset your password.

Follow the steps below to reset your password

Couple in their kitchen
  • Click the 'Log in' button (top right-hand corner of the menu bar of any Co-operative Bank website page) to open the Internet Banking login page. Then click 'Forgot password?'
  • Enter your Customer number (or click I don't know my customer number to receive it via text message or email. Next, click on the reCAPTCHA* ‘I'm not a robot’. This may trigger a reCAPTCHA puzzle to open. Follow the puzzle instructions to complete.
  • Enter the card number for your Co-operative Bank card (debit, credit or EFTPOS card). You will then be prompted to enter your card PIN. If you’re using a computer, you can click 'Show keypad' which is helpful if you're used to entering your PIN. Click 'Continue' to progress to the next step.
  • Enter the verification code sent to your preferred contact method, and click 'Continue'.
  • Enter and confirm your new password (Your password must be at least eight characters long and contain at least one letter and one number), then click 'Continue' to complete the process and log in to your Internet Banking dashboard.

Strong password tips:

  • A good password will be a mix of uppercase and lowercase letters and numbers, will not contain common words or information about yourself (e.g. family or pet names), and will not be used on any other websites.
  • Internet Banking Passwords must be at least 8 characters long, containing at least one letter and one number.
Girl looking at her account in the Co-operative Bank mobile app

What is 2-step verification and how does it work?

As part of the Internet Banking registration process, our team will make sure that we have the correct mobile phone number for you, and that we can send you 2-step verification text messages when we need to.

2-step verification may require you to verify your identity when you are completing some online banking activities.

It will send you a code in a text message to your registered mobile phone. You will then need to enter that code into Internet Banking (For example - when changing your address, confirming that you want the payment to be made).

Customer on mobile phone

Want to try our mobile app?

Want to try our mobile app? Simply download our app via the button below, then log in with your customer number and your Internet Banking password. Once you are logged in you will be required to set a 4 digit PIN for all future logins to the mobile app.

Download our mobile app