Frequently asked questions

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

If you’ve forgotten your log on details, you can reset your log on details by clicking 'Cannot access your account' and resetting your security details on our website. 

It’s still important to remember your User ID and Password, as there may be times where your device doesn’t recognise your face or fingerprint. You will also still need to log on with User ID and Password to use Internet Banking.

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.

Yes. Our app is secure and convenient. We know this is important when you're managing your money on the move. Find out more about how we use technology to keep you secure by visiting our Biometrics and security page. 

Using biometrics is an authentication method that allows you to securely access our app. Using biological traits, you can authenticate payments and Log On using Face ID, Touch ID or fingerprint recognition. When you first set up the app, you will be asked if you would like to turn on using biometrics instead of your password. The option to turn this on and off is also available in the Settings page within My Profile.

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 in our app, so you can log on quickly using just your fingerprint instead of your log on details. 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. 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.

If your phone is lost or stolen, we can de-register it from your trusted devices, so it can't access the mobile banking app. Call us on 0345 603 0955 (from the UK), or +44 (0) 1539 741 478 (from outside the UK). 

We’ll protect your data the same way we do for your Lloyds Bank accounts. A secure connection is used to share data. We will also use the latest security measures and industry safeguards to keep your banking details safe.

Our Data Privacy Notice explains how we use and protect your data. Data we collect will be held by Lloyds Bank Corporate Markets plc, which is part of Lloyds Banking Group. You can read more in our full Data Privacy notice at the following link:

https://www.lloydsbank.com/international/privacy.html

Yes, your money is safe. There is no change to the way your account is protected. Your deposits and investments are protected by the relevant Compensation Scheme applicable to you.

We must collect some data while you use this app. We need this to make the app work and keep it secure, and to comply with regulations.

The reasons we ask to collect this data are set out in the ‘Data consent’ section. You can find this under Legal Information in My Profile. Our cookie notice explains how we may use cookies and other software that collect data while you use our websites and apps.

Data we collect will be held by Lloyds Bank Corporate Markets plc, which is part of Lloyds Banking Group.

Read our Cookie Notice in full.

As a security measure we'll log you off of the International app after 10 minutes of inactivity and we will send you an alert 1 minute before this happens. 

Due to new banking regulations, all banks need to provide an extra layer of security for their customers. This is called Strong Customer Authentication (SCA) and increases your protection when paying for things online, spending on a contactless card or using Internet Banking or the mobile app. If you are logged on to the mobile app, you can choose to authenticate payments using biometrics integrated within your device.

We offer joint accounts between two people, and these can be applied for through our mobile banking app or via the existing channels (telephony, online).

Yes. When logged in to the mobile banking app you can view and download PDFs of your statements by selecting Statements within the Accounts pages.

No, your payment limits will remain the same whether using desktop banking or mobile app experience.

Sending and receiving secure messages isn't functionality we currently offer within our mobile banking app, however you will be able to view any historic and archived messages from the My Profile section. 

Payments to new beneficiaries can be made as soon as their details have been set up.

Yes. 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 2.1. 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. 

If you're already registered for Internet Banking, you can use the same log on details for our app, but on first use, you will need to register your device following the on screen instructions. 

If you’re not already an Internet Banking customer, you can register through our website.

More information about setting the app can be found here. Set up our app. 

You can register our app on up to 10 different devices. Once you have reached this limit, you will need to de-register a device using the Internet Banking page through your browser. 

If you reset your device, or delete the app, you will need to re-register your device after logging on before you can use the app.

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. 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 the desktop browser. 

Currently, you must be 18 or older to be eligible for a Lloyds Bank International account. Only those with an account can use the International Mobile Banking app.

Yes, both holders can access their sole and/or joint accounts via their individual log on.