We are experiencing a high number of calls at the moment. So that we can support those in the most vulnerable situations, please only call if it’s urgent. Remember, you can do most of your banking tasks yourself online, either using our app or through Online Banking.

FAQs

  • Device Registration

    Device Registration

    • 1.
      What is Touch ID?

      Touch ID is Apple’s biometric fingerprint reader that makes it easy for you to authenticate. We’ve now integrated Touch ID into the app, so if you have a compatible iPhone, you can now use Touch ID to log in.

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    • 2.
      Is Touch ID secure?

      Yes, it’s very secure. However, if you choose to use it, this will mean that anyone whose fingerprint has been added to you device can then log in. If more than one person uses Touch ID on your device, you should choose not to use Touch ID for the Halifax Mobile Banking app.

      You can do this by pressing the Menu button at the top and selecting “Touch ID” from the Global Menu underneath “Help & Settings”. On the following page next to the option “Sign in with your fingerprints instead of you Memorable Information”, swipe the slider to the left.

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    • 3.
      If I use Touch ID, do I still need my Internet Banking password or memorable information?

      Yes, it’s important that you don’t forget your Internet Banking password and memorable information. There may be times when Touch ID is unable to properly read your fingerprint – for example if your finger is wet – and after three unsuccessful attempts, you’ll instead need to use Express Sign-in – which is a combination of three characters from your Memorable Information. You’ll still be prompted to enter your Internet Banking password from time to time, including whenever you set up new payments.

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    • 4.
      Do I have to use Touch ID?

      No, if you’d prefer not to use Touch ID to log into the app on an iPhone, you can select not to by pressing the Menu button at the top and selecting “Touch ID” from the Global Menu underneath “Help & Settings”. On the following page next to the option “Sign in with your fingerprints instead of your Memorable Information”, swipe the slider to the left. You’ll instead be able to log in using Express Sign-in. If you have an older iPhone, or an Android mobile, it’s not possible to use Touch ID.

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    • 5.
      What if I can’t log in using Touch ID? Can I still log in to the app?

      There may be times when Touch ID is unable to properly read your fingerprint – for example if your finger is wet – and after three unsuccessful attempts, you’ll be prompted instead to use Express Sign-in.

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    • 6.
      How long does it take to get started with Mobile Banking?

      To begin Mobile Banking all you have to do is register your device with the app and complete the phone authentication process. If you have a valid phone number registered with us, you'll be able to start Mobile Banking straightaway. If you don't have a valid phone number registered with us, you'll need to request a One Time Password during the registration process, which should arrive within seven days.

      Alternatively, you can register your phone number in one of our branches or via Online Banking. For your security, you might not be able to use your new numbers straight away.

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    • 7.
      Why isn't there a new updated app for BlackBerry phones?

      We decided to develop this app for customers with iPhone or Android mobiles. If you have a Blackberry mobile you can access Online Banking simply and securely via your mobile browser. We'll continue to make improvements to our Mobile Banking services and provide new features.

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    • 8.
      How do I access Mobile Banking if I don’t have the app?

      If you’re registered for Online Banking you can sign in simply and securely via your mobile browser.

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    • 9.
      Is Mobile Banking free?

      We don't charge you for Mobile Banking but your network operator may charge for certain services (such as downloading or using the app) so please check with them.

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    • 10.
      Why might the app ask for my username and password instead of Express Sign In?

      Occasionally we may need to temporarily disable Express Sign in. In this instance you'll be asked to sign in with your username, password and memorable information to access your accounts until Express Sign in is re-activated.

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    • 11.
      What do I need to register with Mobile Banking?

      To register with Mobile Banking you'll need your Online Banking username and password. If you're not already an Online Banking customer, you can register on the desktop or mobile site. You'll also need to have at least one phone number registered with us so that we can contact you to get started.

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    • 12.
      Do I need to register for Mobile Banking?

      You must be an Online Banking customer to use our mobile app. Just sign in with your usual details and follow the on-screen instructions to register your device. You'll then be able to access Mobile Banking with Express Sign in. If you're not fully registered for Online Banking, you'll need to do so on our mobile or desktop site before you can use the app.

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    • 13.
      Can I use Mobile Banking on a work mobile with restricted Internet access?

      No. Mobile Banking needs full internet access on your mobile phone.

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    • 14.
      What if I forget the details I sign in with?

      If you've forgotten your Online Banking password or memorable information, don’t worry, you can reset it on our website. Select 'forgotten your password’ or ‘forgotten your username’ on the login screen and follow the security steps to verify your identity and reset your details.

      You can also reset your password through the app’s Settings menu. Select ‘ Forgotten your password? ‘ and follow the security steps to reset your password.

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    • 15.
      If I lose my mobile phone, could someone access my account?

      If you lose your mobile phone, contact us on +44 113 279 8302 and we'll de-register your device. This will ensure that even if someone managed to get your Express Sign in details they wouldn't be able to access your accounts via the app.

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    • 16.
      Is it safe to do my banking on a mobile device?

      Yes. The Halifax Mobile Banking app uses industry-standard encryption (Secure Socket Layer - SSL), just like a computer's internet browser. You can also help keep your account safer by being careful when you enter your banking details in public. Never sign in to your account from links in email or text messages.

      Back to top
    • 17.
      What is a certificate?

      Site certificates provide reassurance that the site you’re visiting is genuine. They show you that your connection is secure so that you can communicate with the site securely. It will also demonstrate that you’re not being tricked to enter your details on a fraudulent website.

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    • 18.
      What does auto sign out mean?

      This is a 'timeout' feature that stops you from accidentally leaving your bank account open on your mobile phone. You’ll be signed out automatically after a period of inactivity during a Mobile Banking session. You can select how long this is in Settings.

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    • 19.
      What are pending transactions?

      Pending debit card transactions are transactions that have been authorised for payment, but which haven’t been taken from your account balance. Pending paid-in cheques are cheques which have been received by us but which are not yet available to spend.

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    • 20.
      Can I use the same password and memorable information that I use on my computer?

      Yes. Your username, password and memorable information are the same whether you use a desktop computer or mobile device to access your accounts online.

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    • 21.
      Why do I need to register my device?

      You need to register your device to use this Mobile Banking app. This means we can recognise you when you try to sign in to Online Banking from that particular mobile device. This means that only you will be able to use the app on your device to sign in. You only need to do this once for each device, then you can sign in easily and securely on the move.

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    • 22.
      Why are old versions of the app not supported?

      We are always working to make Mobile Banking even better for you. To help ensure our customers experience the full benefits of the upgrades we make, from time to time we have to stop supporting older versions of the app.

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    • 23.
      Can I let you know if I’m planning to travel abroad?

      Yes, you can do that with the app. In Settings, tap the ‘Going abroad? Tell us’ button and follow the steps to record your plans from there. Telling us you’re going away decreases the possibility of your cards being declined. We do everything possible to make sure you can use your cards abroad, but circumstances out of our control may prevent this.

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    • 24.
      How quickly will my travel plans be added to your system?

      If you tell us your plans with the app, we aim to have the details on our systems within 2 hours.

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    • 25.
      Can I manage my Direct Debits and Standing Orders with the app?

      Yes, you can manage your Standing Orders or Direct Debits by clicking the account action button (the 3 dotted icon) for your chosen account and then select either 'view standing orders' or 'view Direct Debits' from the list.

      How to manage Standing Orders or Direct Debits

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    • 26.
      How far back can I view transactions on my accounts via the app?

      You can quickly and easily look through several years of both current and savings accounts transactions.

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  • 1.
    How long does it take to get started with Mobile Banking?

    To begin Mobile Banking all you have to do is register your device with the app and complete the phone authentication process. If you have a valid phone number registered with us, you'll be able to start Mobile Banking straightaway. If you don't have a valid phone number registered with us, you'll need to request a One-Time Password during the registration process, which should arrive within seven days.

    Alternatively, you can register your phone number in one of our branches or via Online Banking. For your security, you might not be able to use your new numbers straight away.

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  • 2.
    What banking transactions can I carry out?

    Once you’ve registered your device with the app, you can carry out all of the transactions that are available through Online Banking.

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  • 3.
    What is Express Sign-in?

    Express Sign-in is a fast and safe way to sign in from your own device by using your fingerprint (Touch ID on iPhones, Fingerprint on Android devices), Face ID with iPhone X, or entering a combination of three characters from your memorable information. To do this, you'll need to register your device the first time you use the app. We'll then link your Online Banking profile to the app so you can sign in more quickly and easily. If you choose to sign in with memorable information, we’ll ask you for a different combination each time.

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  • 4.
    Can I use the same password and memorable information that I use on my computer?

    Yes. Your username, password and memorable information are the same whether you use a desktop computer or mobile device to access your accounts online.

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  • 5.
    Do I need to register for Mobile Banking?

    You must be an Online Banking customer to use our mobile app. Just sign in with your usual details and follow the on-screen instructions to register your device. You'll then be able to access Mobile Banking with Express Sign-in. If you're not fully registered for Online Banking, you can do so in the app.

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  • 6.
    What do I need to register with Mobile Banking?

    To register with Mobile Banking you'll need your Online Banking username and password. If you're not already an Online Banking customer, you can register in the app or through our Internet Banking site. You'll also need to have at least one phone number registered with us so that we can contact you to get started.

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  • 7.
    Why do I need to register my device?

    You need to register your device to use this Mobile Banking app. This means we can recognise you when you try to sign in to Online Banking from that particular mobile device. This means that only you will be able to use the app on your device to sign in. You only need to do this once for each device, then you can sign in easily and securely on the move.

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  • 8.
    What if I can’t sign in using Touch ID? Can I still sign into the app?

    There may be times when Touch ID is unable to properly read your fingerprint – for example if your finger is wet – and after three unsuccessful attempts, you’ll be prompted instead to use Express Sign-in.

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  • 9.
    Does the app support accessibility features?

    Yes. If you’re sight-impaired, you can use a standard device screen reader on the app to assist you with Online Banking. Enable the accessibility options in your device settings to use a screen reader. We’ve ensured that the app has been fully accessibility tested (in line with WCAG 2.0 and respective native tablet application guidelines, and BS8878: 2010 Web Accessibility Code of Practice). It is accredited by DAC (Digital Accessibility Centre). User testing was carried out by individuals who are visually, mobility or hearing impaired, or who are dyslexic or have a learning disability.

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  • 10.
    Is Mobile Banking free?

    We don't charge you for Mobile Banking but your network operator may charge for certain services (such as downloading or using the app) so please check with them.

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  • 11.
    I have more than one device. Can I get the app on all of them?

    Yes, you can download and register the mobile app on up to 10 Apple iOS and Android devices, including mobiles and tablets.

    You can then use the same Express Sign-in details on each one. Or you can access Online Banking through the web browser on your tablet.

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  • 12.
    Why can't I use the app on a jailbroken device?

    “Jailbreaking" or "rooting" means removing safeguards from a device, so a wider range of apps can be installed - including unofficial ones. This can impact a device's security features, leaving it more vulnerable to fraudulent attacks. To keep your customers' personal information safe and secure, the app is designed not to work on jailbroken/rooted devices. You’ll still be able to access Online Banking through your web browser.

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  • 13.
    Can I use Mobile Banking on a work mobile with restricted Internet access?

    No. Mobile Banking needs full internet access on your mobile phone or tablet.

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  • 14.
    I haven't received my One Time Password. What should I do?

    Please allow three to five days from when you requested your One Time Password to receive it. Call us on +44 113 279 8302 if you haven't received it within this time.

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  • 15.
    My Online Banking has been suspended. What should I do?

    If your access is suspended, you'll need to reset your password, memorable information or both. To do this go to Sign-in page then click on the ‘Forgotten your password?’ link and follow the on-screen instructions.

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  • 16.
    Can I use the app over Wi-Fi?

    Yes, the app transmits and receives fully encrypted data, so it's safe to use over a public wifi network.

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  • 17.
    Can I use my tablet or mobile for Online Banking abroad?

    Yes, although it may be unlawful to use some of the services in some countries. Your operator may charge you for using Online Banking abroad, and roaming charges may apply, so please check with them.

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  • 18.
    Can I use my tablet or mobile for Online Banking abroad?

    Yes, although it may be unlawful to use some of the services in some countries. Your operator may charge you for using Online Banking abroad, and roaming charges may apply, so please check with them.

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  • 19.
    How do I update the mobile phone number registered to my account before using the new app?

    After signing in through your mobile browser, select "Change Details" at the bottom of the Accounts Overview page. Then select "Change your mobile number" on the screen.

    To confirm the change, you'll need to enter your password. You can also do this from the "Change details" option at the top of your Online Banking Account Overview.

    For security purposes, you may not be able to use your new number immediately to register a new device. In the meantime you can continue to use our mobile site.

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  • 20.
    If I sign in with my fingerprint or Face ID, do I still need my Online Banking password or memorable

    Yes, it’s important that you don’t forget your Online Banking password and memorable information. There may be times when your device is unable to properly read your fingerprint or face – for example if your finger is wet – and after three unsuccessful attempts, you’ll instead need to use Express Sign-in – which is a combination of three characters from your Memorable Information. You’ll still be prompted to enter your Online Banking password from time to time, including whenever you set up new payments.

    Back to top
  • 21.
    Do I have to use Touch ID / Face ID / Android Fingerprint?

    No, if you’d prefer not to use sign into the app with your fingerprint or Face ID, you can select not to by pressing the Menu button at the top and selecting “Touch ID” from the Global Menu underneath “Help & Settings”. On the following page next to the option “Sign in with your fingerprints instead of your Memorable Information”, swipe the slider to the left. You’ll instead be able to sign in using Express Sign-in. If you have an older device, it’s not possible to use your fingerprint

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  • 22.
    How do I access Mobile Banking if I don’t have the app?

    If you’re registered for Online Banking you can sign in simply and securely via your mobile browser.

    Back to top
  • 23.
    What does auto sign-out mean?

    This is a 'timeout' feature that stops you from accidentally leaving your bank account open on your mobile phone. You’ll be signed out automatically after a period of inactivity during a Mobile Banking session. You can select how long this is in Settings.

    Back to top
  • 24.
    Can I let you know if I’m planning to travel abroad?

    No, you no longer need to.

    Back to top
  • 25.
    Can I manage my Direct Debits and Standing Orders with the app?

    Yes, you can manage your Standing Orders or Direct Debits by clicking the account action button (the 3 dotted icon) for your chosen account and then select either 'view standing orders' or 'view Direct Debits' from the list.

    Back to top
  • 26.
    How far back can I view transactions on my accounts via the app?

    You can quickly and easily look through several years of both current and savings accounts transactions, and up to two years on your credit cards.

    Back to top
  • 27.
    Should I use Touch ID or Android Fingerprint if someone else has fingerprints set up on my device?

    No. If someone else has fingerprints registered on your device, that person could access your accounts and they would be responsible for any transactions authorised as a result (though they’d still need your password to make a payment). When Touch ID or Android Fingerprint for Mobile Banking is turned on, you’ll be asked to confirm that you are the only person with fingerprints registered on the device and, for security reasons, you’ll be blocked from using Touch ID/Android Fingerprint if you answer ‘No’ to this question.

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  • 28.
    How is Express Sign-in secure?

    Our enhanced security systems mean that once you've registered your device with the app, we can link your unique profile to the app to ensure that your transactions are safe and secure. This means that only you will be able to use the app on your device. You'll then be able to access your accounts quickly and easily by signing in with your fingerprint on compatible iPhone and Android devices and Face ID on iPhone X or later.

    If you choose not to use your fingerprint or Face ID to sign in to the app, you’ll be asked for three characters from your memorable information instead.

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  • 29.
    What should I do if my tablet is lost/stolen or I suspect someone has got my sign-in details?

    Call us immediately on +44 113 279 8302 so we can de-register your device. If you have problems with speech or hearing, you can contact us by Textphone: please call from a landline on +44 113 366 0141, seven days a week, 9:00am - 5:30pm. This will ensure that even if someone managed to obtain your Express Sign in details they wouldn't be able to access your accounts via the app.

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  • 30.
    What happens if I reset the app?

    Resetting the app will return it to its original settings. You’ll need to register the device again before you can sign in using the app.

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  • 31.
    Is Touch ID / Face ID / Android Fingerprint secure?

    Yes, they're very secure. However, if you choose to use it, this will mean that anyone whose fingerprint has been added to you device can then sign in. If more than one person uses Touch ID on your device, you should choose not to use Touch ID for the Halifax Mobile Banking app. You can do this by pressing the Menu button at the top and selecting “Touch ID” from the Global Menu underneath “Help & Settings”.

    On the following page next to the option “Sign in with your fingerprints instead of you Memorable Information”, swipe the slider to the left.

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  • 32.
    What if I forget the details I sign in with?

    If you've forgotten your Online Banking password or memorable information, don’t worry, you can reset it on our website. Select 'forgotten your password’ or ‘forgotten your username’ on the sign-in screen and follow the security steps to verify your identity and reset your details.

    You can also reset your password through the app’s Settings menu. Select ‘ Forgotten your password? ‘ and follow the security steps to reset your password.

    Back to top
  • 33.
    Is it safe to do my banking on a mobile device?

    Yes. The Halifax Mobile Banking app uses industry-standard encryption (Secure Socket Layer - SSL), just like a computer's internet browser. You can also help keep your account safer by being careful when you enter your banking details in public. Never sign in to your account from links in email or text messages.

    Back to top
  • 34.
    What is a certificate?

    Site certificates provide reassurance that the site you’re visiting is genuine. They show you that your connection is secure so that you can communicate with the site securely. It will also demonstrate that you’re not being tricked to enter your details on a fraudulent website.

    Back to top
  • 35.
    How can I enable Touch ID / Android Fingerprint / Face ID?

    Touch ID, Face ID or Android Fingerprint for Mobile Banking can be turned on or off on compatible devices at any time by simply toggling the switch ‘on’ or ‘off’ in the app’s Security Settings. You’ll need first to have set up Touch ID / Android Fingerprint / Face ID in the device’s security settings.

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  • 36.
    What happens if I change my device?

    You should reset the app via App settings on your existing tablet or mobile to de-register your device. Then just download the app on your new device and follow the steps to register your new device.

    For the mobile app you need a device running iOS or Android. The app is not compatible with some older versions of the operating systems – check the App Store or Google Play for more details.

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  • 37.
    Why might the app ask for my username and password instead of Express Sign-In?

    Occasionally we may need to temporarily disable Express Sign in. In this instance you'll be asked to sign in with your username, password and memorable information to access your accounts until Express Sign in is re-activated.

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  • 38.
    How can I disable cookies?

    It's not possible to disable cookies used by the app. The app needs to use certain cookies and tokens to work properly and securely. The app may also display services or features from our main website which have their own cookies. See the Cookie use & permissions section in About the app for more info about our cookies and the policies that cover them.

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  • 39.
    What happens to my feedback?

    There are two ways to give app feedback: through the app store or via the App menu in the app itself. The feedback you provide in the app store is designed to be read by other app store users, and may influence whether they download the app. The feedback you provide via the app itself will only be seen by us and will help us make improvements and develop new features. You can find out more about our plans and how we are incorporating user feedback by Liking us on Facebook or following us on Twitter.

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  • 40.
    Why does the app have a customised keyboard?

    For your security the app uses a customised keyboard whenever you enter your sign-in details. If you’re running Apple iOS v9.0 or above, and have installed your own customised keyboard, you’ll still be able to use this to enter other details in the app.

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  • 41.
    Why does my browser open when I tap on certain links?

    In some circumstances we will open internet pages in your browser rather than the app for security reasons.

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  • 42.
    What are pending transactions?

    Pending debit card transactions are transactions that have been authorised for payment, but which haven’t been taken from your account balance. Pending paid-in cheques are cheques which have been received by us but which are not yet available to spend.

    Back to top
  • 43.
    Why are old versions of the app not supported?

    We are always working to make Mobile Banking even better for you. To help ensure our customers experience the full benefits of the upgrades we make, from time to time we have to stop supporting older versions of the app.

    Back to top

General questions