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Mobile banking app FAQs
Find answers to the most common questions about our app.
Getting started
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If you're already registered for online banking, you can use the same login details for our app. If you need help getting started, follow our step-by-step guide.
If you’re not already an online banking customer, you can register in our app or through online banking.
How to register 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. This should arrive within seven days.
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If you’re registered for online banking, you can log in simply and securely through your mobile browser.
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If you’ve forgotten your login details, you can reset your password and memorable information in our app or browser.
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You can change your number through online banking on a computer. After logging 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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Yes, although it could 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 check with them.
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Our app is compatible with standard device screen readers.
Our app has been accessibility tested and we are working towards AA level of the Web Content Accessibility Guidelines 2.2. We test our app 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. Their process includes hundreds of hours of professional testing by users who have a disability.
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Resetting our app will return it to its original settings. You’ll need to register your device again before you can log in using our app.
New or multiple devices
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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 log in. On other mobile devices, including BlackBerry and Windows, you can access online banking through your phone's internet browser.
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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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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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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.
Biometric authentication
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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 on our app, so you can log in quickly using just your fingerprint instead of three characters from your memorable information.
Our app will verify that your fingerprint used to log 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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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 log 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, we’ll ask you for three characters from your memorable information instead.
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Yes, it’s important that you don’t forget your 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.
We may still ask you to enter your password from time to time.
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You can turn Touch ID/Face ID or Android fingerprint on or off at any time by toggling the switch ‘on’ or ‘off’ in our app’s security settings.
If you select not to use your fingerprint or Face ID to log in to our app, we’ll ask you for three characters from your memorable information instead.
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Sometimes we may need to temporarily disable your ability to log in using fingerprint or Face ID.
If this happens, we’ll ask you to log in with your username, password and memorable information to access your accounts.
Security
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Yes. Our app uses software to keep the banking details on your device safe and private. Learn more about our app security.
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If your phone is lost or stolen, call us so we can block anyone from using it to access your accounts.
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Our app does not work on jailbroken or rooted devices.
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This is a 'timeout' feature that stops you from accidentally leaving your bank account open on your mobile phone. We’ll automatically log you out of the app after a period of inactivity. You can select how long this is in ‘Settings’.
Device updates
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Apple and Android have stopped supporting some older versions of their software, so we need to update our app.
iOS 15 and Android 8 will be the new minimum versions.
Apple and Android often release software version updates. They do this to fix issues, improve security and add new features. This means they stop sending updates for older versions, which makes those less secure.
We can only run our apps on the latest, most secure versions of their software. This helps us keep our apps secure for you and your money.
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You might be able to. If your device is compatible with iOS 15 or Android 8, you’ll need to update it to keep using our app.
Before you try to update your device, make sure you back it up. Then you’ll be able to recover anything that might be lost during the update.
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iOS
- Go to Settings > General > Software Update.
- Check what iOS software version your device has. If it’s anything below iOS 15.0, your device won’t work with our app soon.
- It’s best to run any available software updates as soon as possible. Remember to back up your device first. If your device doesn’t have enough storage space to download the update, you can find support on Apple’s website.
Android:
- Open the Settings app > System or About phone.
- Select System update / Check for updates.
- If an update is available, select Download and install or Update.
- If prompted, select restart now.
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After you’ve updated your device, make sure you’ve got the latest version of our app downloaded. It’s always best to keep your app up to date for security and to access new features.
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You'll still be able to use online banking from a computer or mobile web browser using your normal login details.
Some features are only available in our app and some in online banking. Check our helpful table to see what’s available where.
Get set up now
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