Smartcard users

I can't remember my smartcard PIN, what should I do?

If you are unable to remember the PIN for your smartcard, please contact the Coutts Digital Helpdesk on +44 (0) 020 7770 0000 to arrange for a new smartcard and PIN to be sent to you. All calls with Coutts are recorded for training and monitoring purposes.

How do I log in to Coutts digital services with my username, smartcard and smartreader?

You’ll need your username, smartcard and smartcard reader to log in:

Visit my.coutts.com
- Enter your username and select NEXT
To generate a passcode
- Insert your card into the reader, the screen will display ‘Select Function’
- Press the ‘Identify’ button on the card reader
- Enter your card PIN into the card reader, and press ‘OK’
- If the PIN is correct, a passcode will be displayed on the card reader. Enter this Passcode (without spaces) into the Password or Passcode field on your screen.
- Select ‘LOGIN’

We will NEVER ask you to provide a PIN or passcode over the phone. If you are ever asked for this information, please disconnect the call and contact the Coutts Digital Helpdesk on +44 (0) 020 7770 0000 immediately from a different phone. All calls with Coutts are recorded for training and monitoring purposes.

Please note, while we use up-to-date security measures to ensure that our service is safe and secure, we also recommend that you take the following precautions:

Keep your computer secure. Install anti-virus and firewall software on any devices that you use to log in. Always ensure that they, and the browsers you use, are kept up-to-date.
Treat emails that you receive with caution and be wary of emails or telephone calls asking you to reveal any personal security details. Neither the police nor Coutts will ever contact you to ask you to reveal your PIN or any passcodes.

What if my smartcard reader is lost, stolen or damaged?

If your card reader is lost, stolen or damaged, please call the Coutts Digital Helpdesk on +44 (0) 020 7770 0000. All calls with Coutts are recorded for training and monitoring purposes. The team will arrange for a replacement card reader to be sent to you.

How do I set my new smartcard PIN?

The first time you use your smartcard you will need to change the PIN. To do this place the smartcard into the smartcard reader and complete the following steps:

Insert your card into the reader and press ‘ON’
Enter the PIN contained in your PIN letter you received by post
Press ‘OK’
Enter PIN – a 4 digit number of your choice
Press ‘OK’
Repeat PIN
Press ‘OK’

To change your PIN at any time:

Insert your card into the reader and press ‘ON’
Select ‘Identify’ on the card reader
Enter PIN
Press ‘OK’
Press ‘Menu’ twice until PIN Change is displayed
Press ‘OK’
Enter current PIN
Press ‘OK’
Enter New PIN – a 4 digit number of your choice
Press ‘OK’
Repeat PIN
Press ‘OK’

Your new PIN is now your current PIN and should be used when requested.