We've put together a list of useful questions that customers have previously asked us.  

• Adding accounts
• Removing accounts
• Forgotten username or password
• Transferring money
• Paying bills
• Paper-free 
• Email scams
• Your contact details

Adding accounts
If you have any other Halifax accounts that are not already displayed on 'My accounts' you can add these yourself.  Simply select the 'My Preferences' from the left hand menu.  Choose the 'Add Account' option and follow the on-screen instructions. Repeat the process for any other accounts you want to add.

Removing accounts
To remove an account from your homepage, 'My accounts', simply select 'My Preferences' from the left hand menu and then choose the option 'Remove account' and follow the on-screen instructions. Repeat the process for any other accounts you want to remove.

Forgotten username or password
If you've forgotten your username or password, we can help you get back online.  Click on the 'Forgotten your sign in details/access suspended? ' link on the sign in page and follow the on-screen instructions.

Transferring money
If you transfer money between two accounts that you have with us, this will happen instantly*, if you transfer money elsewhere this may take up to 4 working days.

Paying bills
If you pay a bill, it may take up to 4 working days for the money to reach the destination account.

Paper-free
You can choose to receive your banking statements, and most letters, your credit card statements and changes to account conditions and your regular savings statements online instead of by post by signing up to Paper-free.  We'll send you email alerts when new documents arrive.  Read about Paper-free

Email scams and phishing
We are aware of fraudulent emails that appear to be from Halifax. These emails ask you to confirm your sign in details or link you to a website that asks you to do so.  These emails are a scam that link you to a 'spoof' website to try to fool you into disclosing your sign in details.We will contact you by email to tell you about our latest products and services but we would never ask you for your confidential sign in details or personal information in this way.

What to do if you receive an email that you think could be a scam?

Don't follow any links in the email, or reply to it

• Forward the email to security@hbosplc.com replacing the subject line with 'Report'.
• Delete the suspicious email

If you are concerned that you may have disclosed any personal or security details, please call our helpdesk immediately on 08456 02 00 00**.

Your contact details
We're going to be introducing some additional security measures to help keep you secure online.  These improvements will mean it's important that we have your up-to-date contact telephone numbers.

Over the next few weeks, we shall be giving you the opportunity to update your details when you sign in to online banking.  See online help for more information.

In the event that we detect unusual activity on your account, an alert message may be displayed on screen.  The alert message will include a short confirmation code.  We will then contact you by telephone, on one of your pre-registered numbers, and ask you to enter the code into the phone before you can proceed.

These alert messages should only happen very rarely when you use online banking - however you will still benefit from improved fraud protection.

*Subject to account conditions
** Calls from BT landlines will cost a maximum of 4p per minute plus a 6p call set-up fee. The price of calls from other telephone companies will vary.  The call price is correct at November 2007.