Barclays

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your Barclays account can trigger emails, texts, or post. If someone monitors your communications, you may want to wait until you have a safe window.

Barclays has proactively contacted over 11.5 million potentially vulnerable customers and has dedicated support for those experiencing domestic abuse.

What you’ll need

• Access to the Barclays app or online banking
• Your Barclays debit card
• Your PINsentry card reader (if you use one)
• Your mobile phone (for security codes)
• Photo ID if you need to verify your identity
• Approximately 20-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored

Quick Contacts

Request a confidential callback

Barclays offers a secure callback service:

1. Complete the online support form
2. Specify a safe time to be contacted
3. Choose your preferred method (phone, email, or text)
4. They’ll contact you only at that time
5. If it’s not safe to talk, they’ll end the call and won’t follow up unless you ask

What to say: You don’t have to explain everything. You can simply say:

“I need to make sure my account is secure and only I have access.”

Check Who Has Access

Biometric access

Anyone with a fingerprint or face registered on your phone could potentially access your Barclays app:

Check registered biometrics:

• iPhone: Settings → Face ID & Passcode (or Touch ID)
• Android: Settings → Security → Fingerprint

Remove any fingerprints or faces you don’t recognise.

Third-party access

Check if other apps can see your account through Open Banking:

1. Log in to online banking
2. Go to Settings or Security
3. Look for Connected apps or Third-party access
4. Remove any you don’t recognise

Remove Unwanted Access

Change your card PIN

You can change your card PIN at any Barclays cash machine:

1. Insert your card
2. Enter your current PIN
3. Select PIN services or Change PIN
4. Enter your new PIN twice

Avoid obvious PINs like 1234 or your birthday.

Change your Online Banking passcode

Your passcode is a 5-digit number:

1. Log in to online banking
2. Select your profile dropdown menu
3. Under Personal details, select Change passcode and memorable word
4. Enter your new 5-digit passcode
5. Select Save

Avoid numbers that are easy to guess, like 12345 or digits from your phone number.

Change your memorable word

Your memorable word is used alongside your passcode:

1. Log in to online banking
2. Go to Profile → Personal details
3. Select Change passcode and memorable word
4. Set up a new memorable word
5. Choose something only you would know

Change your app passcode

Your app uses a separate 5-digit passcode:

1. Open the Barclays app
2. Go to Settings
3. Select Change passcode
4. Enter a new 5-digit passcode

If you’ve forgotten it, tap Forgot Passcode and follow the reset steps.

Lock Down Your Account

Enable biometric login

1. Open the Barclays app
2. Go to Settings
3. Enable Face ID, Touch ID, or fingerprint login
4. Only register your own biometrics

Barclays considers any transaction made using biometrics as authorised by you.

Use Mobile PINsentry

If you have a physical PINsentry card reader and someone else has access to it, you can use Mobile PINsentry instead:

1. Open the Barclays app
2. Use Mobile PINsentry for authentication
3. This removes the need for the physical device

Switch to paperless

To stop post being sent to your address:

1. Log in to online banking or the app
2. Go to Settings → Statements
3. Select Paperless or E-statements
4. Access statements through the app instead

Protect Your Cards

Remove an authorised cardholder

If someone is an authorised user on your account:

1. Contact Barclays support
2. Request to remove them as an authorised cardholder
3. For Barclaycard (credit cards), call 0800 151 0900

Freeze your card

If you need to stop all card transactions immediately:

1. Open the Barclays app
2. Go to your card
3. Tap Freeze card

You can unfreeze it at any time.

Joint Account Options

If you have a joint account:

Freeze the account

To stop all transactions:

1. Contact Barclays support
2. Request the joint account be frozen
3. No spending can occur until resolved

Separate your finances

Barclays recommends opening a new account in your name only:

1. Apply online or in branch
2. Use a phone and email only you access
3. Switch to paperless statements
4. Consider using a trusted friend’s address

Check Your Credit File

Barclays recommends checking your credit file for accounts you didn’t authorise:

1. Get your free credit report from Experian, Equifax, or TransUnion
2. Look for loans, overdrafts, store cards, or credit cards you don’t recognise
3. If you find anything suspicious, contact the provider to dispute it
4. Report to Action Fraud if needed

If You’re Locked Out

Forgot your app passcode

1. Open the Barclays app
2. Tap Forgot Passcode
3. Tap Reset
4. Follow the registration steps to set up again

Forgot your online banking passcode

1. Go to the Barclays login page
2. Select “Forgotten your passcode?”
3. You’ll need your PINsentry or Mobile PINsentry
4. Follow the steps to reset

Don’t have your PINsentry?

You can use Mobile PINsentry in the app instead. Or contact Barclays to request a new card reader.

Starting Fresh

Opening a new account

1. Apply online at barclays.co.uk
2. Or visit a branch with photo ID and proof of address
3. Ask about keeping the account private

Keeping your banking private

• Use an email address only you can access
• Use a phone number only you can access
• Switch to paperless statements
• Access statements only through the app
• Consider a trusted friend’s address if needed

Red Flags That Suggest Compromise

Watch for these warning signs:

• Transactions you don’t recognise
• Login alerts you didn’t trigger
• PINsentry codes being requested unexpectedly
• Someone knowing details of your spending
• Unexpected post or emails about your account
• Credit applications you didn’t make

If you notice any of these, contact Barclays immediately.

Additional Support

Barclays support

• Phone: 0345 734 5345 (7am-8pm Mon-Fri, 8am-4pm Sat)
• Barclaycard: 0800 151 0900
• Online form: Request a callback at a safe time
• In-app chat: Barclays app

Partner organisations

Barclays works with Refuge and refers customers to specialist support services.

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Surviving Economic Abuse: survivingeconomicabuse.org

Last verified: December 2025

If anything on this page is out of date, please contact us.