I want to order a new Security card PIN

  • You can only order a new Security card PIN if you have an Administrative role. You must speak to the user and confirm their identity before you order them a new PIN.

    If the affected user is an Administrator, they will need to contact a Primary Administrator to order a new Security card PIN. If the affected user is a Primary Administrator they will need to contact the Commercial Banking Online helpdesk.

    If the user’s business address is not in the UK, you should order a replacement Security card as well as a Security card PIN, as it’s unlikely that the user will be able to activate a replacement PIN at a Lloyds Bank or Bank of Scotland Cashpoint®.

    1. Find the user on your Administration landing page, if you are unable to locate the user, you can Search for a user. Ensure you have the right user by double clicking on the user’s row to review their details, if required.
    2. Click Actions in the user’s row and select Manage security settings. The Manage security settings for this user screen is displayed, listing only those security settings you can currently change for the user.
    3. If your organisation has dual administration and there’s already a workflow item pending for the user, a message will be displayed to tell you that you cannot change the user’s security settings until the workflow item has been completed. 
    4. In order to protect the user’s security and that of your organisation, you need to confirm with the user that they have asked for these changes, and tick the box to confirm that you have had this conversation.
    5. Ensure Order a new Security card PIN is ticked.
    6. Check the delivery address for the order is correct, if it is wrong you will need to Cancel this order and change the user’s address
    7. Complete any other security settings changes for the user, if required. 
    8. Once you’re ready, click Submit changes.
    9. If the user’s business address is not in the UK, a message will be displayed, recommending that you should also order a replacement Security card. This is because it’s unlikely that the user will be able to activate a replacement PIN at a Lloyds Bank or Bank of Scotland Cashpoint®. 
    10. Follow the on-screen instructions to authenticate the security setting change.
    11. If your organisation has single administration a message will be displayed confirming the new Security card PIN has been ordered. Click OK to close the message and return to your Administration page.

      If your organisation has dual administration, a workflow item will be created and another Administrator will need to review and approve the request before the order for the Security card is placed. Click OK to close the message and return to your Administration page.
    12. The user will be notified that their new Security card PIN has been ordered and will be delivered to them shortly. 

      If the user has not received their Security card PIN within 10 working days, a new Security card PIN will need to be ordered.
     

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Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Telephone: 020 7626 1500.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

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Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.