Mobile Banking app FAQs

Find answers to the most common queries about our app.

Getting started

New or multiple devices

  • 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 Internet Banking through your phone's internet browser.

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

  • 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.

  • 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 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, which you can do in 'Settings, Reset Mobile Banking' within our app, if you're no longer using it.

Biometric authentication

  • 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 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.

  • 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, you’ll be asked for three characters from your memorable information instead.

  • 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. You may still be asked to enter your Internet Banking password from time to time.

  • 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 log in to our app, you’ll be asked for three characters from your memorable information instead.

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

Security

Getting started in our app

Mobile Banking app

  • Join our 1 million app users
  • Simple and secure log in.
  • Stay up to date with notifications.


More about our app


Mobile Banking app

  • Join our 1 million app users
  • Simple and secure log in.
  • Stay up to date with notifications. 
Download our app

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More about our app