We currently support Microsoft® Internet Explorer 7.0+ and above. Our website also supports Google Chrome, Mozilla Firefox and Safari. However, we recommend that you use Microsoft® Internet Explorer. Also, your browser must support 128-bit encryption.

If you encounter problems while accessing online banking you may need to upgrade your browser or update it with the most recent fixes to keep it running smoothly. Keeping your browser updated is also likely to protect your computer better as the latest fixes and patches will also address known security weaknesses.

This is commonly known as GPF (General Protection Fault). You'll have to restart your browser. If the problem persists, please consult your PC/Mac vendor.

• Open Internet Explorer
• Go to ‘Tools’
• Go to ‘Internet Options’
• Select ‘General’
• Go to ‘Temporary internet files’
• Click ‘Delete Files’

This usually happens when a transaction is attempted before a page is completely loaded into your PC. To reload, please click on the toolbar, re-select the transaction and wait for the loading to be completed before you proceed. If this does not help, try clearing the browser's cache before you log in again.

The slow response you are experiencing could be due to the following:

• You are not using the recommended browser, operating system and hardware.
• Your internet service provider, local area network or our system is experiencing a lot of traffic, which is causing it to run slowly.

Yes, as long as the laptop meets the recommended system requirements.

To protect your password from being easily hacked, we have made it compulsory for the password to be alphanumeric.

To set up an alphanumeric password:

• Your password should contain at least one digit and letter (a password we would accept could be 'example1').
• It can contain both uppercase and lowercase letters.
• It cannot have any spaces in it.
• It should be at least 8 characters long, but not more than 20 characters long.
• It should contain at least four different characters ( we would not accept a password like 'aaa111').
• It cannot be the same as any of your previous 5 passwords.
• We recommend that you use a special character (£,$,*,& etc) in your password.

If you have forgotten your password, the quickest way to get a new one is to visit our login page. Click on the Forgotten login details / Generate password online and follow the instructions.

For online password generation:

Step 1 - Generate your URN

Click here to generate your Unique Reference Number (URN). We will deliver the URN to your registered mobile phone number (You should receive this within an hour).

Step 2 - Re-issue your password

When you receive your URN, return to this page and Click here to re-issue your password.

Step 3
Visit www.icicibank.co.uk to login using your new internet banking password.

To use this service your latest mobile number and email id must be registered with us. To update your mobile number and email id, contact us on 03444 124444 (calls cost 5 pence per minute plus your phone company's access charge).

Alternatively, if you have not registered your mobile number with us, or do not want to generate your internet banking password online, you can contact us on 03444 124444 (calls cost 5 pence per minute plus your phone company's access charge). We will send your new password by post within 7 (seven) working days.

If you have forgotten your user ID, please contact us on 0344 412 4444 (Calls to this number use free plan minutes if available otherwise they cost the same as 01/02 prefix calls) and, after verifying your identity, we will give you your user ID over the phone.

Notes

• While you’re waiting for your new password you will not be able to log into your HiSAVE online account.
• When we have issued a new password to you we will let you know by sending an email to the address provided by you.
• If the details provided by you are incorrect or incomplete, ICICI Bank UK PLC will not be responsible.
  
  

If you have placed a request for a new password and are waiting for it to arrive, we request you do not use your old password as this will block the new password as well.

Your account may have been locked because you entered the wrong password three times or you have not logged in during last six months. Click here to unlock your user ID

1. Go to top navigation on the page.
2. Click on the login tab relevant to your product
3. Type in your user ID – this is either a nine-digit number, or a ten-digit number if you registered with us before October 2006. Make sure there are no spaces before, after or between the digits.
4. Enter your password into the password field – this is either the password you chose during your application process, or the password we sent to you.
5. Submit: Click the ‘Submit’ button.

The first time you log in you will see the rules and regulations for online banking. Please read them and, if you accept them, click on the ‘Agree’ button at the bottom of the screen. Please DO NOT close the page at this stage without selecting one of the options.

You will now be prompted to change your password to something more personal. Please complete each step BEFORE you log out or close the page. If not, you may not be able to log in next time.

Below is a list of common error messages, reasons for the message and solutions to remedy the problem.

Message 1: Invalid log in ID and password

There could be 2 reasons for this message:

1. You have provided the wrong user ID / password.
2. Your user ID has been disabled.
   
   

Action in the case of reason 1:
Please re-check your user ID and provide the correct user ID.

Action in the case of Reason 2:
Call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls). We will identify you and you can request your user ID. Your user ID will be enabled during the call and you can start logging in.

Message 2: Invalid password - you are left with 2 more attempts.

Action:

• Please re-check your user ID / password.
• Please note that the password is case-sensitive.
• If you have forgotten your password, please submit a request for the reset of password through the Online Form. We will authenticate you on the basis of the details submitted.
• Alternatively, call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) to request a new password. The new password will be generated at the end of the same day of the request and sent to the address you registered with us within seven working days.
  
  

Message 3: This is your last chance to log in.

Action:

• Please re-check your user ID / password.
• Please note that the password is case-sensitive.
• If you have forgotten your password, please submit a request for the reset of password through the Online Form. We will authenticate you on the basis of the details submitted.
• Alternatively, call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) to request a new password. The new password will be generated at the end of the same day of the request and sent to the address you registered with us within seven working days.
  
  

Message 4: You have exceeded the maximum number of attempts. Login is disabled.

Action:

• Your user ID has been disabled.
• You need to call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls), authenticate yourself and ask us to enable your user ID. Your user ID will be enabled during the call and you can start logging in.

We recommend the following:

• A computer with 500MHz processor or higher
• 64 MB RAM or higher
• Internet connection of 28.8 kbps or higher
• The following operating systems: Windows 98, NT, 2000, XP, Vista
• The following browsers: Microsoft® Internet Explorer 5.5+ and above

We currently support Microsoft® Internet Explorer 7.0+ and above. Our website also supports Google Chrome, Mozilla Firefox and Safari. However, we recommend that you use Microsoft® Internet Explorer. Also, your browser must support 128-bit encryption.

We’re committed to making banking with us a safe experience. The virtual keyboard is an online application that keeps your password secure.

The virtual keyboard protects your password from malicious spyware and Trojan programmes and it reduces the risk of password theft.

How to use the virtual keyboard:

• Enter your login ID using your usual keyboard.
• Select the check box ‘Use virtual keyboard’.
• Using your mouse, click the characters on the virtual keyboard to enter your password.
• Once you have entered your password, click ‘Login’.
  
  

Special keys on the virtual keyboard

• Caps lock: this key can be used to enter upper case if your password consists of capital letters.
• Back space: this key will clear the last character entered.
• Clear: this key will clear all characters entered in the password field by the virtual keyboard.
• Tab: this key is visible only for change or forced change of password. Use it to enter values in the next field.

Verified by Visa is a service offered by ICICI Bank UK PLC in partnership with Visa. This service provides a way to PIN-protect your Card usage on the Internet.

Simply register your Card and choose a 3D Secure PIN. This 3D Secure PIN will be required whenever you use your Card to make Internet purchases from participating merchants. The requirement of your 3D Secure PIN prevents unauthorized usage of your Card on the Internet, giving you more confidence about making secure purchases online.

No. Verified by Visa is designed to protect the ICICI Bank Card that you already have.

Verified by Visa is free to all ICICI Bank UK PLC Debit Cardholders.

Verified by Visa is quick and easy to use. When you submit an order in one of the participating online stores, you will be asked for your Verified by Visa 3D Secure PIN. Simply enter your 3D Secure PIN, choose Submit, and you're done.

Verified by Visa requires Microsoft Internet Explorer version 4.0 and above, Netscape Navigator 4.0 and above, or America Online 4.0 and above.

Yes. One of the great advantages of Verified by Visa is that you can use it from any computer connected to the Web.

If a customer of ICICI Bank UK PLC passes away and you are related or a representative, you will need to send us a letter along with the original death certificate/ coroner’s certificate as soon as possible. Please don’t send photocopies as we need to see the original document.

Please send the documents to:
ICICI Bank UK PLC
Claims/Settlement Team.
One Thomas More Square,
London
E1W 1YN

What we will do:

Upon receipt of your letter of notification and the original death certificate/coroner’s certificate we will take the necessary action to block the account and advise you the necessary steps/documents for closing the account. Within a week of receiving the original death certificate, we will reply to you in writing, giving you the information you need and returning the original death certificate/coroner’s certificate to you.

If one of the account holders of a joint account has passed away, we will convert the account into a single account immediately after receiving the death certificate.

For more information:

If you are unsure as to what to do or what your role may be, we recommend you read the advice provided here: www.direct.gov.uk and refer to the Citizens Advice Bureau.

If the estate is over £5,000.00:

While the documents required will vary in different situations, if the estate is over £5,000.00 we will need to see the Grant of Probate or Letters of Administration.

USA Patriot Act

The USA PATRIOT Act requires foreign banks that maintain a correspondent account in USA, to complete a certification. To meet this certificate requirement, ICICI Bank UK PLC has prepared a certificate (USA Patriot Act Certificate) for use by any financial institution that requires such certification from ICICI Bank UK PLC.

This Certification should be used as reference by any Bank with which ICICI Bank UK PLC has a correspondent account.

Any clarification on this Certification should be addressed to:

Head of Compliance
ICICI Bank UK PLC
One Thomas More Square,
London E1W 1YN
United Kingdom

Please click here to view the USA Patriot Act Certificate.

You can register your ICICI Bank UK PLC Debit Cards.

Yes. You are, in fact, required to register all of your ICICI Bank UK PLC Debit Cards that you wish to use for Internet shopping.

We need to ensure that only the rightful owner of the Visa card is able to register for Verified by Visa. By providing this personal information you help us verify your identity.

You must ensure that you enter your Card number & valid from date exactly as it is indicated on your Debit Card. You will receive an error message if any of these details do not match. An error would also appear if the date of birth that you are entering does not match with your date of birth (DOB) as captured in our records. This may be due to any reasons that could have occurred during your application. To update your correct DOB in our systems, please contact our call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls) to update the same.

Your Verified by Visa 3D Secure PIN must be 6 digits in length and containing numbers.

Avoid using a 3D Secure PIN that is easy to guess, such as your date of birth. Also avoid using a 3D Secure PIN that you have already used elsewhere. Keep in mind that while consolidating 3D Secure PINs may be more convenient, it can also be less secure. It is your responsibility to protect your 3D Secure PINs.

A secure 3D Secure PIN should be something that is easy for you to remember but difficult for anyone else to guess. Never write down your 3D Secure PIN in a place that could be easily located. Never share your 3D Secure PIN with others. You may even choose to change your 3D Secure PIN periodically.

When you register with Verified by Visa you will be asked to create a 3D Secure PIN only for the Card that you are registering. This 3D Secure PIN allows you to make online purchases from participating Verified by Visa merchants using only that particular card. It is up to you to use the same 3D Secure PIN for your other Cards as well. Keep in mind that while consolidating 3D Secure PINs may be more convenient, it can also be less secure. It is your responsibility to protect your 3D Secure PINs.

You create your Personal Message as in your Verified by Visa registration. When you pay online, always look for your Personal Message before you enter your 3D Secure PIN to ensure that you're using the authentic Verified by Visa service.

Your Personal Message and your 3D Secure PIN must not be the same, to ensure your security.

When you pay with your ICICI Bank UK PLC Debit Card, the 3D Secure service will automatically be extended to you at participating online stores.

You can shop at any online store that has the Verified by Visa symbol.

The service is activated as soon as you receive confirmation of your registration. You can go shopping immediately at a participating Verified by Visa merchant. At check-out, you will be required to enter your 3D Secure PIN in the 3D Secure window.

The service is activated as soon as you receive confirmation of your registration. You can go shopping immediately at a participating Verified by Visa merchant. At check-out, you will be required to enter your 3D Secure PIN in the 3D Secure window.

When you finish shopping at a participating Verified by Visa merchant, proceed to the merchant's check-out page. After you enter your registered ICICI Bank UK PLC Debit Card number and submit your purchase, your Verified by 3D Secure payment window will appear. First, look for your Personal Message. Confirm that it is correct and then, enter your 3D Secure PIN and choose Submit.

You'll enter your Verified by Visa 3D Secure PIN only when making an online purchase.

First, check to make sure that the Card you used for the purchase is one that you have registered with the ICICI Bank UK PLC Verified by Visa service. Second, determine whether the merchant is a participating Verified by Visa merchant. The merchant must be participating in the Verified by Visa service in order for the window to appear.

The only difference is that you will not see the Visa payment window prompting you for your 3D Secure PIN – the purchase will proceed just as it did before you registered your Card with Verified by Visa. Of course, by shopping at participating Verified by Visa merchants, you have the extra security of confirming your identity with your 3D Secure PIN.

Always look for your Personal Message before signing the receipt. If your Personal Message does not appear on the receipt, do not sign it – contact our call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls).

If a Personal Message other than yours appears on the receipt, please do not sign it – contact our call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls). Always look for your Personal Message before signing the receipt.

You will need to register the new Card for the Verified by Visa service.

Yes. You can change your 3D Secure PIN at the time of shopping. By selecting 'Forgot 3D Secure PIN', you will be asked to provide your card details and your date of birth as you had entered them during enrolment. After this, you would be sent a One Time Password (OTP) on your ICICI Bank registered mobile number via an SMS. You would then have to enter this OTP during your current transaction. Once you have entered the OTP successfully, you will be allowed to create a fresh 3D Secure PIN. If you still face problems, please contact ICICI Bank UK PLC call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls).

For your protection you are offered three attempts to enter your 3D Secure PIN correctly before your 3D Secure PIN is suspended. By selecting 'Forgot 3D Secure PIN', you will be asked to provide your card details and your date of birth as you had entered them during enrolment. After this, you would be sent a One Time Password (OTP) on your ICICI Bank registered mobile number via an SMS. You would then have to enter this OTP during your current transaction. Once you have entered the OTP successfully, you will be allowed to create a fresh 3D Secure PIN. If you still face problems, please contact ICICI Bank UK PLC call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls).

ICICI Bank UK PLC 3D Secure service uses the mobile number that you have updated with ICICI Bank UK PLC for all its communication. To make a change in the 3D Secure correspondence mobile number, update your new details either by visiting the nearest ICICI Bank UK PLC Branch. Please click on the link to get the Branch details.

Or

A customer can fill up the form for Change of Mobile number and send it along with any of the below documents. Please click on the Link to download the form.

Any document provided to the Bank must be certified as a true copy of the original. The copy must be signed, dated and stamped by an officer from one of the following:

• An FCA authorised financial intermediary
• Embassy officials in the course of their duty
• Consular officials in the course of their duty
• Staff of an FCA regulated banking institution
• A qualified practicing lawyer or accountant
• A notary public
• Commissioner for Oaths
• Serving Member of Parliament
  
  

The person who has seen the original documents and has certified the copies must certify each document using the following wording;

“I confirm that I have seen the original documents belonging to the applicant, whose photocopies are attached and annotated as “Original seen”. Where the document has a photographic image, the photocopy has been annotated “original seen, copy provides a good likeness to the applicant”.

The document must be sent to the below address.

ICICI Bank UK PLC
PO Box 68920
London
E1W 9HA

To report your Card lost or stolen, call ICICI Bank UK PLC Customer Care. Since you have registered your Card with Verified by Visa, you have reduced the chance for online fraud on your Card. You will be required to re-register your new Card number, and the new Card number will be associated with your existing Verified by Visa profile.

If you feel that your 3D Secure PIN has been compromised, log in to our website to re-set your 3D Secure PIN. If you also feel that your Card number has been compromised and may be used fraudulently, you should immediately call ICICI Bank Customer Care and report your card as lost or stolen.

We are committed to providing our customers with a secure banking experience. We strive to utilise state-of-the-art technology to protect your financial information. We also employ a wide range of security features for our website as well as for our online banking service.

These include:

Secure login

For logging into online banking you need to use your online banking user ID and password. Our login page is a secure page.

When you log in successfully to our online banking your web browser will establish a 128-bit secure socket layer (SSL) connection between your computer and our web servers.

SSL stands for ‘Secure Socket Layer’. SSL is a protocol used to transmit information securely over the internet. The SSL encrypts sensitive information so it cannot be opened or understood by anyone other than the intended receiver. SSL has been accepted universally as the standard for authenticating and encrypting communication over the web.

The 128-bit SSL gives the most secure encryption available.

You can see whether a web page is secure in two main ways:

• Check the web page URL: Normally, when browsing the web, the URLs (web page addresses) begin with the letters "http". However, over a secure connection the address displayed should begin with "https". Note the "s" at the end.
• Try it! - Visit our home page (http://www.icicibank.co.uk). Note the URL begins with ‘http’, meaning this page is not secure. Then click the link at the upper-left hand corner to ‘Log in’. Notice the change in the URL? It now begins with "https"; meaning that the user name and password typed in will be encrypted before being sent to our server.
  
  

There is a standard among web browsers to display a "lock" icon somewhere in the window of the browser. For example, Microsoft Internet Explorer displays the lock icon at the lower right-hand side of the browser window:

Click (or double-click) the ‘padlock’ icon of your web browser to see details of the site's security.

This is good to know because some fraudulent web sites are built with a bar at the bottom of the web page to imitate the lock icon of your browser. But, you will be able to tell this is a fraudulent site because you won’t be able to click the ‘padlock’.

Digital certificates are issued by certification authorities to authenticate a website or elements of a website. The certificate verifies that the site is legitimate. Your web browser automatically accesses the certificate to check its legitimacy. If everything is as it should be, you session will carry on as normal. If there is a problem, your browser will issue a warning and your safest action is to close the website.

If you are unable to provide the correct user ID and password, you will not be granted access to online banking. After three unsuccessful login attempts, your user ID will be blocked automatically by our system. To re-enable your online banking user ID, please call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls).

Our unique security features continue to protect you once you have logged in successfully. To protect your accounts against unauthorised access, our systems are designed to automatically terminate a secure online session if extended inactivity is detected. Hence if you log in and leave your session inactive for an unduly long period, the session will be terminated. If your session terminates automatically, you can log in again to continue your activities.

In addition, after logging in you cannot use the ‘Back', ‘Forward' and ‘Refresh' buttons on your browser. If you click on any of these buttons, your secure session will be logged out automatically. This is done to ensure that no unauthorised entry can be made in your online banking during your absence from your computer system.

This is one of the security mechanisms we use to protect our systems and your information. Our firewalls use a combination of industrial-strength computer hardware and software designed to protect our servers, computer systems, networks and database s from harmful information. During your secure online sessions, firewalls prevent unauthorised internet traffic from entering our website.

In order to effectively counter the latest security threats, we ensure that our systems are constantly updated to maintain the security of your accounts