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Managing Your Account online

I want to update my details

You can tell us about a change to your details by logging in to Your Account and selecting 'Your details' on the menu. This is the quickest way to get your information updated, just follow the instructions on screen. Please note, some requested changes may require proof such as change of name or address.

If you've been a Principality customer for less than 3 months you'll also need to send us one form of address identification before you can use your account.

I am having trouble logging in

There are a number of reasons for this:

User ID not working
If you’ve entered your password incorrectly more than 3 times, there may be an issue with your User ID. Your User ID begins with a P and is followed by 9 numbers e.g. P123456789. This should not contain any dashes. 

Forgotten password
If you have forgotten your password, you can reset this on the login page. You can do this by selecting ‘Forgotten your password?’ which is displayed under the password box. You will need your User ID; e-mail address, mobile phone and the answers to your security questions or memorable word.

Security questions
The criteria for the security questions is they need to be at least 5 characters long. It is not case sensitive. Your answers can have spaces, numbers or symbols but don’t have to. Please also check that you have re-entered your password at the bottom of this screen. 

Postal activation code required

If you are registering for the first time you will need to request a postal activation code. We do this to verify your address. This will arrive to you within 5 working days. To enter your activation code you will need to login with your User ID, password and OTP. When prompted to activate your account, you will need to enter the 6 number code that was posted to your address. If you have not received your postal activation code within 5 working days, you can request another one by selecting ‘not yet received your activation code? You can request a new one here’

If you're seeing a 'Sorry somethings gone wrong' error message – Try changing to a different browser or different device. If the problems persist please call us on 0330 333 4000

How do I activate my online savings account?

Once you have successfully applied for a savings account, you will receive an activation code in the post within 5 days. You will only need this to login to Your Account for the first time and then each time you login you will be sent a one-time passcode (OTP) to your mobile.

What to do if your do not receive OTP text within 10 minutes
If you do not receive an OTP within 10 minutes, there are number of things you can check before you call us: 

  1. Please check that your mobile is switched on before logging in to Your Account. 
  2. It may take up to 10 minutes for the text  to be delivered so allow time for the text to arrive.
  3. Check with your network provider : if you have poor or no signal; if there are restrictions on the type of texts you receive; or if you have not received any other expected texts today (not including WhatsApp).

If you continue to have trouble with your OTP text, call us on 0330 333 4000.

How do I register for online service, Your Account?

I have forgotten my login details and password, how can I log in?

If you have forgotten your User ID, you can find this in your email or letter when you first opened an account. Your User ID begins with a P and is followed by 9 numbers e.g. P123456789. This should not contain any dashes.  

If you have forgotten your password, you can reset this on the login page. You can do this by selecting ‘Forgotten your password?’ which is displayed under the password box. You will need your User ID; e-mail address, mobile phone and the answers to your security questions or memorable word.

How to get in touch

Chat with us

If your question can be answered without sharing your account details, our Online Support Team can help you through our Live Chat option Monday - Friday 9am - 5pm. If there are no colleagues available, this service won't be visible. 

 

Our Address

Write to us at: - Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA

Call us

Our contact specialists are available Monday-Friday 9am - 5pm & Saturday 9am - 1pm

General enquiries   0330 333 4000*
New Mortgage enquiries     0330 333 4002*
Renewing your rate on your existing Mortgage  0330 333 4030*
Arrears or if you are in financial difficulties     0330 333 4020 *

If you're calling from abroad, you may wish to use 029 2038 2000.

*Calls to this number are part of inclusive minutes from mobile and landline packages. 

To help us maintain our service and security standards, telephone calls may be monitored or recorded. 

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