Frequently asked questions

  1. How is Express Login 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 by logging in with your fingerprint on compatible iPhone and Android devices and Face ID on iPhone X. If you choose not to use your fingerprint or Face ID to log in to the app, you’ll be asked for three characters from your memorable information instead.

    Back to top

  2. How can I enable Touch ID / Android Fingerprint / Face ID?

    Touch ID or Android Fingerprint for Mobile Banking can be turned on or off on compatible devices at any time by simply toggling the switch ‘on’ or ‘off’ in the app’s Security Settings. You’ll need first to have set up Touch ID / Android Fingerprint / Face ID in the device’s security settings.

    Back to top

  3. Should I use Touch ID or Android Fingerprint if someone else has fingerprints registered on my device?

    No. If someone else has fingerprints registered on your device, that person could access your accounts and they would be responsible for any transactions authorised as a result (though they’d still need your password to make a payment). When Touch ID or Android Fingerprint for Mobile Banking is turned on, you’ll be asked to confirm that you are the only person with fingerprints registered on the device and, for security reasons, you’ll be blocked from using Touch ID/Android Fingerprint if you answer ‘No’ to this question.

    Back to top

  4. What happens if I change my device?

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

    You will need a device running iOS or Android. The Tablet app requires an iPad. The apps are not compatible with some older versions of the operating systems – check the App Store or Google Play for more details.

    Back to top

  5. 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 personal information safe and secure, the app is designed not to work on jailbroken/rooted devices. You will still be able to access Internet Banking through your web browser.

    Back to top

  6. I haven't received my One Time Password. What should I do?

    Please allow 3-5 days from when you requested your One Time Password to receive it. Call us on +44 1132 79 83 02 if you haven't received it within this time.

    Back to top

  7. Can I use my device for Internet Banking abroad?

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

    Back to top

  8. How do I update the mobile phone number registered to my account before using the new app?

    After logging on through your mobile browser, log in and 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 Internet 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 the website from your browser.

    Back to top

  9. 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.

    Each device must be registered for you to log in using Express Login. Or you can access Internet Banking through the web browser on your tablet.

    Back to top

  10. 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 Internet Banking.

    Back to top

  11. My Internet Banking has been suspended. What should I do?

    If we have suspended your access to Internet Banking, you’ll need to call our Internet Banking helpdesk on +44 113 279 8302. We’ll ask you some security questions to confirm your identity and then arrange for your Internet Banking access to be unlocked.

    You will then need to log in and change your password and memorable information. Calls may be monitored or recorded.

    Back to top

  12. What happens if I change my phone number?

    Make sure you update your mobile, home or work phone number on the desktop site. We'll need this for security authentication purposes, such as when you set up a new recipient or register a new device with the app. For your security, you may not be able to use your new numbers immediately.

    Back to top

  13. Why does my session ‘time out’?

    Auto log out is a security feature that prevents anyone else accessing your account should you lose your device. You’ll be logged out of your Internet Banking session automatically after a period of inactivity. You can select how long this is in the app settings.

    Back to top

  14. Can I use the app over Wi-Fi?

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

    Back to top

  15. 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 log in using Express Login.

    Back to top

  16. What should I do if my tablet is lost/stolen or I suspect someone has got my login details?

    You should call us immediately on +44 113 279 8302 so we can de-register your device.

    This will ensure that even if someone managed to obtain your Express Login details they wouldn't be able to access your accounts via the app.

    Back to top

  17. Does the app support accessibility features?

    Yes. The app is compatible with standard device screen readers to help you use Internet Banking if you are sight-impaired. To use a screen reader, you'll need to enable the accessibility options in your device settings.

    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) and 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.

    Back to top

  18. 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 in order to function correctly 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.

    Back to top

  19. 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.

    Back to top

  20. 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 have installed your own customised keyboard, you’ll still be able to use this to enter other details in the app.

    Back to top

  21. 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.

    Back to top

  1. What is Touch ID?

    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.

    Back to top

  2. 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 Bank of Scotland 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 “Log in with your fingerprints instead of you Memorable Information”, swipe the slider to the left.

    Back to top

  3. If I use Touch ID to log in, will I still need to remember my Internet Banking password or Express L

    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 Login – 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.

    Back to top

  4. 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 “Log 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 Login. If you have an older iPhone, or an Android mobile, it’s not possible to use Touch ID.

    Back to top

  5. 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 Login.

    Back to top

  6. 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 straight away.

    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 7 days.

    Alternatively, you can register your phone number in one of our branches or via Internet Banking. For your security, you may not be able to use your new numbers immediately.

    Back to top

  7. How do I access Mobile Banking if I don’t have the app?

    If you’re registered for Internet Banking you can sign in simply and securely via your mobile browser.

    Back to top

  8. 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.

    Back to top

  9. Why might the app ask for my username and password instead of Express Login?

    Occasionally we may need to temporarily disable Express Log in. In this instance you'll be asked to log in with your username, password and memorable information to access your accounts until Express Log in is re-activated.

    Back to top

  10. What do I need to register with Mobile Banking?

    To register with Mobile Banking you will need your Internet Banking username and password. If you are not already an Internet 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.

    Back to top

  11. Why do I need to register my device?

    You need to register your device to use this Mobile Banking app. This creates a unique association between us, your Internet Banking profile and your mobile. This means that only you will be able to use the app on your device to log on. You only need to do this once for each device, then you can log on easily and securely on the move.

    Back to top

  12. Do I need to register for Mobile Banking?

    You must be an Internet Banking customer to use our mobile app. Just log on with your usual details and follow the on-screen instructions to register your phone. You'll then be able to access Mobile Banking with Express Log on. If you're not fully registered for Internet Banking, you'll need to do so on our mobile or desktop site before you can use the app.

    Back to top

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

    No. You need full internet access on your mobile phone to use Mobile Banking.

    Back to top

  14. What should I do if I forget my logon details?

    If you've forgotten your Internet 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 Internet Banking password through the app’s Settings menu. Select ‘Forgotten your password?‘ and follow the security steps to reset your password.

    Back to top

  15. If I lose my mobile phone, could someone access my account?

    If you lose your mobile phone, please contact us on +44 1733 232 030, so we can de-register your device. This will ensure that even if someone managed to obtain your Express Log on details they wouldn't be able to access your accounts via the app.

    Back to top

  16. Is it safe to do my banking on a mobile device?

    Yes, the 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 log on to your account from links in email or text messages.

    Back to top

  17. What is a certificate?

    Site certificates form an essential part of providing reassurance that the site you are visiting is genuine. A site certificate shows you that a secure connection has been established and secure communication can take place. It will also demonstrate that you are not being tricked to enter your details on a fraudulent website.

    Back to top

  18. What does auto log off mean?

    This is a 'timeout' feature that stops you from accidentally leaving your bank account open on your mobile phone. You'll be logged off automatically after a period of inactivity during your current Mobile Banking session. You can select how long this is in Settings.

    Back to top

  19. 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.

    Back to top

  20. Can I use the same password and memorable information that I use on my computer?

    Yes. Your user ID, password and memorable information are the same whether you use a desktop computer or mobile device to access your accounts online.

    Back to top

  21. Why are old versions of the app not supported?

    We continuously add enhancements and new functionality to Mobile Banking, and our latest apps are even better than before. We want to ensure that all our customers can experience the full benefits of these upgrades and have taken the decision to stop supporting older versions of the app.

    Back to top

  22. 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.

    Back to top

  23. 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.

    Back to top

  24. 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.

    Back to top

  25. 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.

    Back to top

  26. Can I do my Business Banking through the app?

    There is a separate Bank of Scotland Business Mobile Banking app. Download it from your Apple App Store or Google Play account, and you can run it in on the same device in parallel with our app for personal accounts.

    Back to top

  1. How do I register my device?
    • 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.

    Back to top

  2. What tablets will the app work on?

    The Tablet app requires an iPad running the latest iOS. The apps are 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 Internet Banking through your web browser.

    Back to top

  3. How can I be sure that Internet 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 Bank of Scotland Internet 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 log out after each Internet 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.

    To keep your tablet safe and secure we recommend you:

    Never respond to emails that ask you to supply your login details (these are known as phishing emails) - we would never email you asking you to supply your login 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.

    Back to top

  4. Does the app support multiple users?

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

    Back to top

  5. 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.

    Back to top

  6. 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.

    Back to top

  7. 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.

    Back to top

Getting started


To use a Bank of Scotland app, you need to be registered for Internet Banking.

Register

If you're already registered for Internet Banking, you can use the same login details for the Mobile Banking and iPad apps.

Download one of the apps, or go to www.bankofscotland.co.uk on your device browser. Then log in.