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Mobile Banking app FAQs
Find answers to the most common queries about our app.
Getting started
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If you're already registered for Internet Banking, you can use the same logon details for our app. Follow our step-by-step guide on how to start using the app.
If you’re not already an Internet Banking customer, you can register in our app or through Internet Banking.
More about registering for Internet 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. It should arrive within seven days.
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If you’ve forgotten your logon details, you can reset your password and memorable information in our app or browser.
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You can change your number through Internet Banking on a desktop. After logging on, 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 may be illegal to use some of the services in some countries. Your operator might charge you for using the app abroad, and roaming charges could apply, so please check with them.
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Our app is compatible with standard device screen readers to help you use the Branch and Cashpoint® finder.
Our app has been accessibility tested and we are working towards AA level of the Web Content Accessibility Guidelines 2.1. 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 on 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 on. On other mobile devices, including BlackBerry and Windows, you can access Internet 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.
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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. For example:
- When you register a new device
- 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 straight away.
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. You can do this 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 our app, so you can log on quickly using just your fingerprint instead of three characters from your memorable information.
Our app will verify that your fingerprint used to log on 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 security solution for iPhone X series and some recent iPads. It lets you unlock your device or use certain apps by authenticating with your face. Face ID uses a detailed depth map of your face. If you’ve already set it up, you’ll be able to use it to log on 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 choose not to use it, we’ll ask for three characters from your memorable information instead.
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Yes, it’s important that you don’t forget your Internet 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. We may still ask you to enter your Internet Banking 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. Simply toggle the switch in our app’s security settings.
If you opt not to use biometrics to log on to our app, we’ll ask you for three characters from your memorable information instead.
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Occasionally, we may need to temporarily disable your ability to log on using fingerprint or Face ID. If this happens, we’ll ask you to log on with your username, password and memorable information.
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 Mobile Banking app security.
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If your phone is lost or stolen, we can block it from being used to try to access your accounts.
Please call our lost or stolen cards line.
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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’.
Getting started in our app
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