Mobile Banking app - FAQs

Take a look at our frequently asked questions to help you find answers to the most common queries about our app.

1.

How do I get started?

If you're already registered for Online Banking, you can use the same sign-in details for our app. Follow our step by step guide on how to start using the app.

If you’re not already an Online Banking customer, you can register in our app or through Online Banking.

More about registering for Online Banking

To start using the app, you’ll need to make sure you have an up-to-date phone number registered with us to complete the phone authentication process.

If you don't have a valid phone number registered with us, register one now.

For security reasons, you may not be able to use your new number straightaway. If you prefer not to register your phone number with us, you can ask for a ‘One-Time Password’ instead during the registration process, which should arrive within 7 days.
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2.
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 through your mobile browser.
- Sign in
- Register
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3.

How do I update the mobile phone number registered to my account before using the Mobile Banking app?

You can change your number through Online Banking, on desktop. After signing in, in the navigation bar at the top of the page, select ‘Your Profile’ and then select ‘Change your contact details’. From there, select ‘Change phone number’.

To confirm the change, you'll need to enter your password.
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4.

Is the Mobile Banking app secure?

Yes. Our app uses software to keep the banking details on your device safe and private. Learn more about our Mobile Banking app security.
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5.

I have several mobile devices. Can I get the Mobile Banking app on all of them?

Yes. You can download and register our app on up to 10 Apple iOS and Android devices. Each device must be registered for you to sign in. On other mobile devices, including BlackBerry and Windows, you can access Online Banking through your phone's internet browser.
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6.

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 computer or mobile device to access your accounts online.
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7.

What if I've forgotten my sign-in details?

If you’ve forgotten your sign-in details, you can reset your password and memorable information in our app or browser.

More about how to reset your sign-in details
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8.

Can I use the Mobile Banking app abroad?

Yes, although it may be illegal to use some of the services in some countries. Your operator may charge you for using the app abroad, and roaming charges may apply, so please check with them.
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9.

What happens if I reset the Mobile Banking app?

Resetting our app will return it to its original settings. You’ll need to register your device again before you can sign in using our app.
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10.

Will the Mobile Banking app still work if I change my mobile phone number?

If you're using the same mobile phone and just changing your number, you can carry on using our app as before.

Make sure you update your mobile number in 'Change your contact details’ or on the desktop site. We'll need this for security authentication purposes, such as when you register a new device or if we ever need to contact you about suspicious transactions on your account. For your security reasons, you may not be able to use your new number straightaway.

If you're changing your mobile phone or tablet, just download our app and install it again, then follow the steps to register your new device. Our app works on most Apple iOS and Android devices. Don't forget to de-register your old mobile or tablet, which you can do in 'Settings, Reset Mobile Banking' within our app, if you're no longer using it.
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11.

Does the Mobile Banking app support accessibility features?

Yes. Our app is compatible with standard device screen readers to help you use both our app and the Branch and Cash machine finder if you have a visual impairment.

Our app has been accessibility tested and we are working towards AA level of the Web Content Accessibility Guidelines 2.1. Our app is also tested in line with respective native mobile application guidelines and BS8878: 2010 Web Accessibility Code of Practice. The Digital Accessibility Centre (DAC) tests how accessible our online and app content is and their process includes hundreds of hours of professional testing by users who have a disability.
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12.

What is Touch ID/Android fingerprint?

Touch ID is Apple’s solution to allow people to unlock their device or use certain apps by authenticating with their fingerprint.

Android fingerprint is the equivalent on Android devices.

Fingerprint authentication is available our app, so you can sign in quickly using just your fingerprint instead of three characters from your memorable information.

Our app will verify that your fingerprint used to sign in matches a fingerprint registered on your device. If there are no fingerprints registered, then fingerprint authentication won’t be available.

To allow fingerprint authentication, go to settings in the app, which you’ll find at the top right-hand corner on the account overview page.

You’ll need a compatible device running a recent iOS or Android version. Our app is not compatible with some older versions of the operating systems - check your app store for more details.
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13.

If I use Touch ID to sign in, will I still need to remember my Online Banking password or memorable information?

Yes, it’s important that you don’t forget your Online Banking password and memorable information. There may be times when Touch ID can't properly read your fingerprint, for example, if your finger is wet. After three unsuccessful attempts, you’ll need to use your memorable information. You may still be asked to enter your Online Banking password from time to time.
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14.

What is Face ID?

Face ID is Apple’s solution for iPhone X series and some recent iPads to allow people to unlock their device or use certain apps by authenticating with their face, by using a detailed depth map of your face. If you’ve already set up Face ID, you’ll be able to use it to sign in to our app.

To turn on Face ID, go to settings in the app, which you’ll find at the top right-hand corner on the account overview page.

If you haven’t set up Face ID, or you select not to use it, you’ll be asked for three characters from your memorable information instead.
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15.

Do I have to use Face ID/Touch ID/Android fingerprint?

No, Touch ID/Face ID or Android fingerprint can be turned on or off at any time by simply toggling the switch ‘on’ or ‘off’ in our app’s security settings.

If you select not to use your fingerprint or Face ID to sign in to our app, you’ll be asked for three characters from your memorable information instead.
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16.

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 automatically signed out of the app after a period of inactivity. You can select how long this is in ‘Settings’.
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17.

What happens if I change my device?

Reset our app through the app settings on your existing device to de-register it. Then just download our app on your new device and follow the steps to register it. You’ll need a device running iOS or Android - check the App Store or Google Play for more details.
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18.

Why might the Mobile Banking app ask for my username and password instead allowing fingerprint or Face ID?

Occasionally, we may need to temporarily disable your ability to sign in using fingerprint or Face ID. If this happens, you'll be asked to sign in with your username, password and memorable information to access your accounts.
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19.

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

Our app does not work on jailbroken or rooted devices.
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20.

What should I do if my phone is lost or stolen? Could someone access my account?

If your phone is lost or stolen, we can block it from being used to try to access your accounts.

Call us anytime on 0345 602 2160 (+44 1132 888 408 from outside the UK).

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service.

If you’re Deaf and a BSL user, you can use the SignVideo service.
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