Tech troubleshooting

There’s a few things you can do that normally help with logging in:

• Check the website you’re on. If you’re a UK customer, you’ll need to log in to marcus.co.uk not marcus.com.
• Double check the email address entered is right. Ensure you have entered your email in the right format, e.g @gmail.com or @outlook.co.uk.
• Check your password. If you’re still having some trouble, try resetting your password.
• Check your connection. If you’re using Wi-Fi, try connecting with mobile data instead (and vice versa).
• Try using a different internet browser or updating your current browser.
• Plug ins and extension blocks - If you’re using antivirus software or a browser extension, check if it’s blocking access to our site.If you have a VPN installed, check it accurately reflects your location.
• Clear your cache and cookies then refresh the page you’re on. If you’re on the verification page, select ‘return to log in screen’ link to refresh the page, which should allow you to continue.
  

Not to worry – we’re on hand to help recover your email address. You will need to give us a call during our opening hours.

Please reset your password here. Once you do, you’ll be automatically signed out of all other sessions. Give us a call if you have any questions on 0800 085 6789.

Your verification code can take a couple minutes to come through to your phone. There are a couple of things you can check before requesting a new one:

• Check the network in your area to see if there’s any signal problems.
• See if airplane mode is on. Our number could be blocked on your mobile. 

You can check this:

1. On iOS by going to Settings > Messages > Blocked > Edit > Tap the number you wish to unblock
2. On Android by going to your Messages app > More > Settings > Block Messages > Check ‘Blocked Numbers’ > Unblock

Your verification code can take a couple of minutes to arrive. There are a couple of things you can do before requesting a new one:

• Check your junk/spam folder in case the email is there. Wait a few minutes in case there’s a delay with the email, or log into your email address via a web browser.
• Check the email address the verification code is being sent to. If you're using a private or work email address, the code could take a bit longer to come. Or your email address might be blocking it.
  
  

To change your email address, please contact our Customer Care Team on 0800 085 6789. We’re available from 8am to 8pm, Monday to Friday (excluding bank holidays).

If the screen is saying your code isn’t right, there’s a few things you can do:

• Check the code you’re entering is the most recent code we sent you.
• Delete all the previous codes you’ve received from us and request a new one.
• Clear your cache.
• Log in with another device if you have one to hand.
• Keep the verification page open. Don’t close the page when waiting for a code, it’s best to keep the window open or you may need to repeat the process. If you have another device, use this to receive the verification code on your emails.

Nothing is more important to us than protecting your personal information and savings. It’s important you stay vigilant. Please contact our Customer Care Team on 0800 085 6789 if you have any concerns. Our lines are open 8am to 8pm, Monday to Friday (excluding bank holidays).

See our security centre for information on how Marcus protects you, ways to stay safe online and how to spot a scam.

We’re sorry to hear you’re having issues accessing your account while abroad. However, for security reasons you may not be able to access your UK account online in certain locations. If you’re having trouble with this or need to service your account while abroad, you can contact us on our international number, +44 203 901 3353 and our Customer Care Team can assist with any money movement or account related queries. We’re open from 8am to 8pm UK time, Monday to Friday (excluding bank holidays).

There could be a number of reasons why you’re getting this message: 

• 
  If you’re using a work device or email, there may be a VPN (Virtual Private Network) or firewall that suggests you’re outside the UK.
• Try using mobile data or changing to another Wi-Fi network.
• Check if you have any VPN/anti-virus software installed. Double check your VPN accurately reflects your location.
• Try logging in with another device if you have one available.