Strong Customer Authentication (SCA) FAQs

At certain times when using Online Banking, you will be required to verify your identity using SCA. When SCA is required you will be provided with an authentication code on screen, which you will then need to input via your verification method, depending on your default method.
If your default preference is:

• SMS text message – you will need to enter a code within the online banking screen
• Automated telephone call – you will need to enter the code shown on screen in to your telephone keypad.

In providing the authentication code you are confirming to Unity you are the person making the request.

See Q&A: ‘When will I need to use SCA?’ below

You can register one or more phone numbers for SCA – simply follow the on-screen instructions when logging into Online Banking. It is important that you complete this process when prompted, otherwise you will not be able to access your account.

To register another phone number, please call our Customer Services team on 0345 140 1000.

To update your SCA registered telephone number, please log in to your online banking account and send us a secure message.

Alternatively, you can complete an Account Management form or send us a letter signed in accordance with your account mandate.

Everyone using online banking will need access to the phone number they have registered with Unity. It’s important not to use group or shared numbers as you must be able to answer the call while making the payment for it to be submitted.

If you opt to use SMS text message as a verification method you will need to have at least one valid UK mobile number set up on your account.

If you have not logged in for several months, please call us on 0345 140 1000. We will need to set up a new profile for you to comply with our enhanced security policies.

We are committed to continuously improving the security of our online banking. This is another measure that will help prevent fraud and keep your banking secure online.

We will never ask you for the following:

• Your PIN
• Your credit cards, chequebooks or cash
• Your Online Banking password to transfer funds to another account for ‘safekeeping’.

When resetting your password, please wait for the full 5 minutes as advised before logging in again. If you attempt to login too soon, your password may not be accepted. If you try to log in multiple times, then you may be blocked, and you will have to give us a call to get your access unblocked.

If you receive a new temporary password, you will need to key this in the using upper case characters as instructed. When you then set up a new password, this will be case sensitive, so please ensure that you are not entering this new password using all upper-case characters.

If you receive an error code and need to call us, please make a note of the error code – this will help us to resolve your query more quickly.

For security reasons, it is very important that you do not use any other logins except your own.

You will need to authenticate using SCA when :

• logging in (every 90 days)
• changing your email address, password or PIN.
• accessing transactions and statements over 3 months old;
• making changes to your beneficiaries payment details, e.g. changing the destination account number or sort code.

You will be automatically advised if your activity requires secondary authentication.

Only the individual submitting the payment will be called and they will be contacted on the number(s) they have registered with Unity.

They will be informed at the point of making the payment that additional security is required before the payment can be made, so they will need to have access to their phone before starting their online banking activities.

No. The system will automatically escalate any activity that requires a second factor of authentication. Just follow the instructions on screen and ensure you have your registered phone with you if you want to make urgent transactions.

No, this will not change any of your existing access levels and permissions as an Online Banking user

The authentication code provided on screen will need to be used with your default verification method.

Telephone call – do not enter or say the authentication code until you are prompted. If you enter or say the authentication code too soon, the code won’t be recognised, and you will be prompted to enter it again

SMS text message – please enter the code you will have received when prompted on-screen.

Your organisation’s authorisation process will not be affected by these changes, and only the user submitting the payment will be required to provide additional authentication.

If you usually require two people to make payments online this will not change, only the submitter may be asked for additional verification.

No, we will only ask the colleague submitting the payment to undertake two-factor authentication.

A high level of background noise can mean that the authentication code is not recognised when you enter or say it into your phone.

Please ensure you are able to take the call in a quiet location with minimal noise.

If you have blocked unrecognised numbers, then you will not receive the authentication call. The telephone number has changed to 0345 646 0754 – we recommend that you add this number to your contacts.

You can’t receive calls that are redirected, via a receptionist or to a voice message.

We’re committed to making the information and resources that we provide online, accessible to all users.
Customers who are deaf, hearing impaired or have difficulty responding to the automated SCA phone call can use SMS authentication. Users can receive a text message containing a unique code to enter on their Online Banking screen to complete SCA.
You can now register and default to SMS text messages when prompted at log-in for Online Banking.
Alternatively, you can also register for this service or share any specific requirements via email at us@unity.co.uk or call us on 0345 140 1000.

All transactions that qualify for SCA will require additional authentication to submit. We’ll tell you at the time of making the payment if it will require second factor authentication.

No, this is a regulatory change introduced across the banking sector to improve the security of your online payments.