Security Breach/Concern

If you have received an email similar to the below but you have not made changes to your SecureIdentity then please follow the steps outlined within this document.


  • Go to from your web browser
  • Select My Account and choose the option I need to change my details
  • Enter your email address in the field provided
  • Open your SecureIdentity App on your smartdevice and enter in your 4 digit pin
  • Select the option I want to change my password
  • Enter in the code provided by the SMS text message you will have received
  • Create a new account recovery password

The password must contain

  • A minimum of 8 characters
  • At least 1 capital letter
  • At least 1 lower case letter
  • At least 1 number

If you still feel that you have a concern over the security of your account please contact the help center and a member of our support team will be happy to assist you. 

To speak to one of our support team, please call us:

0330 100 0103

The help centre is open:

  • Monday to Friday: 8am to 10pm
  • Saturday and Sunday: 8am to 5pm

Calls from mobile phones cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way. Calls from landlines are typically charged up to 9p per minute; calls from mobiles typically cost between 3p and 40p per minute. Calls from landlines and mobiles are included in free call packages.

You can also contact us by email or simply send us a letter. 

  • By email:
  • By postal mail: SecureIdentity Feedback 255 Wharfedale Road, Winnersh Triangle, Wokingham, Berkshire,RG41 5TP, United Kingdom
Have more questions? Submit a request


Please sign in to leave a comment.