Thanks Geoff. The link you provided is to our Virgin Money website, is this correct? If so they may have different requirements for security with regards to your devices. Have you tried contacting them via their help page on this link ? The only thing I can think of in a generic sense is that the cookies on your device are not stored or are deleted that is prompting the page to ask for your identity again. Please try a different device to see if it's the same. Also, if you're able to access your account on there, some financial institutions may want a device registration for security.