Terms of Use for myaccounts online services

What security details do I need to access myaccounts and the myaccounts mobile app?

To log in to myaccounts and the myaccounts mobile app, we will ask you to enter:

• Your username

• Your password

• Your one-time-password (OTP) or memorable word.

Some devices may allow you to log in or authorise transactions using a fingerprint or face (called 'biometrics') when using the myaccounts mobile app. 

What systems do I need to access myaccounts?

We support the latest versions of Microsoft Edge, Google Chrome, Firefox and Safari.

If your browser is out of date, some features may not work as expected. Browsers are frequently updated, so the latest versions may not be completely compatible.

Can I access the myaccounts mobile app from any device?

The myaccounts mobile app is only available on Apple and Android devices. You must register for our myaccounts online service to access the myaccounts mobile app. To register click here.

You should only download the myaccounts mobile app from the App Store or Google Play – this is the only way to ensure you are downloading the official app from us. Newbury Building Society is not liable for problems if you download the myaccounts mobile app from anywhere else.

We do not recommend downloading the app to a rooted or jailbroken device since it can compromise its security. We cannot guarantee that the myaccounts mobile app will work on such a device or that your data will be secure. If our systems detect rooting or jailbreaking, we may prevent you from accessing the myaccounts mobile app.

What do I need to use the myaccounts mobile app?

To access the myaccounts mobile app we recommend you use the most recent version of iOS or Android. We will tell you which versions are supported when you download the app from the App Store or Google Play. We may stop supporting versions at any time.  If your device does not meet these minimum requirements, you may not be able to access the myaccounts mobile app and some features may not work as expected. 

What should I do to keep my accounts secure?

You must:

• Keep your myaccounts security details safe – this includes your username, password, memorable word and verification code and/or one-time passcode.

• Not store anyone else’s fingerprint or face access on your device. You will be legally responsible for all transactions which are authorised using any fingerprint or face that is stored or added to your device. 

• Take reasonable steps to maintain the security of your device, for example:

  • Make sure your device is locked when you are not using it.

  • Keep your device free of viruses, malware, and spyware.

  • Log out of myaccounts or the myaccounts mobile app when you are finished (you should never rely on being automatically logged out.)

  • Avoid using unsecured or unencrypted Wi-Fi and only use public Wi-Fi hotspots if you know they are trustworthy.

You must not:

• Write down or record your security details in a way which could be understood by someone else.

• Take a screenshot or screen capture of your security details as they are being entered.

• Leave your device unattended after you have logged in to myaccounts or your myaccounts mobile app.

• Let anyone else use your device if you have logged in to myaccounts or your myaccounts mobile app.

• Set up a public computer as a device you want us to recognise e.g. in an internet café.

• Register the myaccounts mobile app on someone else’s device. 

What if someone knows my account or myaccounts mobile app security details?

Change your security details immediately and contact us through our website or call us on 0800 988 4857. 

What if I forget my security details or lock myself out of the mobile app?

If you’ve forgotten your existing details or you’re locked out of myaccounts or the myaccounts mobile app, please follow these steps.

What should I do if my device is stolen?

Call us on 0800 988 4857 immediately so that we can block the myaccounts mobile app from being accessed on your stolen device. If you suspect that someone else knows your log in details, ask us to reset them when you call.

What if I want to change my myaccounts security details?

If you want to change your security details visit this page on our website.  

Will you ask for my myaccounts security details when I call?

No. We will never ask for your security details. You should also never be asked for your security details or your PIN by online retailers, so you should never disclose them, even to the police or other security agencies. If someone requests all of your details (by email, over the phone, or otherwise), do not share them. Report it to us straight away.

Are there times when I cannot access or make transactions with myaccounts or the myaccounts mobile app?

If we consider it necessary, we may prevent your access to myaccounts and the myaccounts mobile app. The only time we will do this is if we believe it is necessary, for example if:

• We believe your security details may have been compromised.

• We believe that the security of your device has been compromised, for example, if it has been rooted or jailbroken.

• We are informed of a dispute between you and a joint party with whom you operate the accounts, or the death of you or a joint party with whom you operate the account. You should check the relevant account terms and conditions for the specific circumstances. 

• There is suspected fraudulent or unauthorised use of your security details. 

• Your accounts have been closed.

We can prevent you from using myaccounts and the myaccounts mobile app if we believe that the security of our systems is at risk or if we believe you have broken either these Terms of Use or the terms and conditions governing your account(s). If this happens, we will try and give you notice, however, in some situations, we may need to stop services immediately.

For these (or other reasons), we may refuse a transaction or block access to your account based on your account terms and conditions.

How will I find out about system maintenance? 

There may be times, planned or unplanned when myaccounts or the myaccounts mobile app are unavailable due to essential maintenance. When possible, we will provide notice on the myaccounts page on our website. If you require assistance during this time, we will do what we can to help. Call 0800 988 4857 or visit our website. 

Can I use myaccounts and the myaccounts mobile app abroad?

You may not be able to access the myaccounts or myaccounts mobile app in some countries. If you are able to access from abroad, please remember that data roaming charges can be expensive, and your network provider may charge you to use your mobile data to access myaccounts or the myaccounts mobile app when abroad. 

How do I find out about updates to the myaccounts mobile app?

From time to time, we will ask you to update the myaccounts mobile app on your device(s). You will need to visit the App Store or Google Play to install updates, or they might update automatically if you have this functionality switched on.

As we are often improving the myaccounts mobile app, you may be prompted to update it to the latest version through your app store from time to time. 

Do I need a license to use the myaccounts mobile app software?

The content of the app, and future updates to it, is protected by copyright, database, and other intellectual property rights. When you download the myaccounts mobile app, we automatically give you the right (a license) to use and display the content of the app on your device(s) for personal use. 

However, under this license, you cannot:

• Transfer or sub-license your rights (licence) to anybody else.

• Reproduce, alter, or copy any parts of the myaccounts mobile app.

• Attempt to obtain or copy the myaccounts mobile app source code.

Once you download the myaccounts mobile app, the license will remain in place until you uninstall it from your device(s) or if you fail to comply with its terms.

Cookies are small text files that are placed on your computer by websites or apps you visit. They are widely used in order to make websites and apps work, or work more efficiently, as well as to provide information to the owners of the services.

The following explains the cookies we use on myaccounts and the app and why.

We reserve the right to change any part of these Terms of Use. We will always act reasonably when we do so. 

These Terms of Use may be updated for any of the following reasons:

• To introduce a new service.

• If the change would make the terms easier to understand.

• If the change would make the terms fairer to you.

• If we are required to make a change as a result of a change in law, a decision of a regulator or any other regulatory requirement.

• If there are changes in industry codes or agreements, technology, or the systems we use. However, we will only make this kind of change if it will make it fairer to you.

We will endeavour to provide you with 30 days' notice about any changes to these Terms of Use. We can change the terms for any reason not set out in these Terms of Use. If you decide not to accept any changes, we make to myaccounts and the myaccounts mobile app, you can stop using them at any time.

We may update the way that myaccounts or the myaccounts mobile app operates and, in this case, we will ask you to read and accept updated Terms of Use before you continue. As these changes may be for your safety and security, you will need to accept them to continue to use them. 

We will not be liable if we break this agreement due (directly or indirectly) to:

• Our obligations under UK law. 

• Irregular or unforeseen circumstances outside our control, the consequences of which would have been unavoidable despite our best efforts. This may include the failure of data processing systems or transmission links.

We will not be liable to you for:

• Any loss of business, loss of goodwill, loss of opportunity or loss of profit in any circumstances.

• Any loss to you we could not have anticipated when you gave us the instruction. 

Nothing in these Terms of Use will stop us from being liable if we act fraudulently, with gross negligence or we are at fault and the law does not permit us to limit or exclude liability. If we choose not to enforce any Terms of Use under this agreement, we will be able to apply them again at any time.

• English law will apply, and disputes will be referred to the English and Welsh courts. 
• We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our registration number is 206077. 
• You can check this on the FCA’s Register here, or by contacting the FCA on 0800 111 6768 or PRA on 0207 601 4878.

• If you wish to make a complaint, please visit see our Complaints Policy.   

• If you have a complaint, we aim to resolve it promptly. If you are not satisfied with our response, you can escalate to the Financial Ombudsman Service (FOS).

• You can find out more about the FOS by writing to them at Exchange Tower, London, E14 9SR, or by telephoning on 08000 234 567. Details are also available from their website.