FAQS.

General questions

What is Express Sign in?

Express Sign in is a new way to sign in from your own device by entering only 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.

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 with Express Sign in using just your memorable information.

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

“Jailbreaking" or "rooting" means removing safeguards from a tablet, 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.

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.

Can I use my tablet 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.

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. In the meantime you can continue to use our mobile site.

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 5 Apple iOS and Android mobile devices. You can also register up to 5 Apple iPad’s for the tablet app.

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.

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.

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.

What happens if I change my device?

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

The tablet app works on all iPads running the latest iOS. 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.

What happens if I change my phone number?

Make sure you update your mobile, home or work phone number so that we can still contact you for security checks, such as when you set up a new recipient or register a new device with the app. You can update your details on the desktop site. For your security, you might not be able to use your new numbers straight away.

Can I use the app over Wi-Fi?

Yes, but we recommend you only use a secure Wi-Fi connection.

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.

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.

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 difficulty.

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.

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.

Why does the app have a customised keyboard?

For your security the app uses a customised keyboard whenever you enter your logon details. If you’re running Apple iOS v8.0 and have installed your own customised keyboard, you’ll still be able to use this to enter other details in the app.

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.

Device registration

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

Tablet only

How do I register my iPad?

  • Open the app and enter your Internet Banking User ID and password. You'll be prompted to input three characters from your memorable information.
  • Next for security, we'll call you, to check it's you. Select the phone number we should call you on, and make a note of the 4-digit code shown on your screen.
  • When we call, please follow the instructions and enter those 4 digits, using the phone keypad, you’ll then be ready to bank with us on the move.

What tablets will the app work on?

The app works on all iPads running the latest iOS. The app is not compatible with some older versions of the operating systems – check the App Store or Google Play for more details.

If you have another type of device, you will still be able to access Online Banking through your web browser.

How can I be sure that Online Banking on a tablet is safe?

We take your online safety seriously, that’s why we use state of the art anti-fraud systems to identify unusual activity.

Even in the unlikely event of fraud, we promise you won't lose out. As a Halifax Online Banking customer, you automatically benefit from our online fraud guarantee:

If you use our online service and become a victim of online fraud, we guarantee you won't lose any money from your account, and will always be reimbursed in full. For the vast majority of our customers, this situation will never arise, especially if you take a few simple steps:

  • Keep your password secure and do not let anyone else make use of your security details, even if they share a joint account with you.
  • Do not let anyone watch you enter your security details and sign out after each Online Banking session.
  • Carry out regular virus checks on your devices and have the latest operating system and web browser installed.

Find out more about how to protect yourself online.

To keep your tablet safe and secure we recommend you:

  • Never respond to emails that ask you to supply your sign in details (these are known as phishing emails) - we would never email you asking you to supply your sign in details;
  • use your device's security lock or passcode;
  • switch off Bluetooth when not in use;
  • don't accept or open any applications or MMS messages from unknown senders;
  • treat the security of your device as you would that of a personal computer.

Does the app support multiple users?

No. Only one registered Online Banking user can access their online accounts through the app. However, other users of the tablet can still access Online Banking through the web browser. Where a tablet is used by more than one person, sign in details should never be shared and users should always sign out when they’ve finished banking.

Why do messages in my inbox still show as ‘unread’ after I’ve checked them?

The status of your messages will refresh each time you open your inbox.

I don’t recognise a transaction. What should I do?

You can now click on all transactions on your statement to reveal more information about that transaction.

The transaction details we display is information from payment providers and merchants.

If you’re still unsure about the transaction, click on the 'unsure about this transaction' button which will help you to resolve an issue in three simple steps.

What additional transaction information can I view?

To help you recognise transactions more easily, we are able to display a number of details about transactions following a simple tap on the transaction.

The details shown vary based upon the transaction type. This may include the merchant name, business category and location as well as the transaction date, payment method; and if applicable, any cashback amount or the foreign currency value.