To use the Banking on the go App you must be a first direct customer and registered for first direct Internet Banking. If you're not registered for Internet Banking, please ring 03 456 100 100. See 'Contact Us' for all telephone numbers.
What smartphone can the Banking on the go App be used on?
The Banking on the go App has been designed to work on iPhone and Android devices. It supports the following operating systems:
Are there any charges?
We don't charge our customers to use this App. However, you may be charged by your network provider for the use of an internet connection when accessing the App.
Can I use this App abroad?
We recommend that you don't use this App abroad, but if you do, you'll need to make sure that it's permitted by local law and remember your network provider's charges may be higher for data useage.
Does the Banking on the go App give me access to all online services?
You'll still need to log on to full Internet Banking at firstdirect.com to access all services. We recommend you do this at least every 14 days. Some of the Internet Banking services that you can only access by logging onto firstdirect.com are:
What username do I use to log on?
You use your Internet Banking username because the App accesses some Internet Banking services. If you are not registered for Internet Banking, please ring 03 456 100 100 (see 'Contact Us' for all telephone numbers).
What is my username?
Your username is the unique name that you created when you registered for Internet Banking. It can be between 5 and 76 upper and lower case letters and numbers.
What if I've forgotten my username?
If you've forgotten your username, please visit the Internet Banking logon page at firstdirect.com or call us on 03 456 100 100 to reset your security information.
Can I save my username?
Yes you can. Just select and tick the 'Remember me' check box on the logon screen in the App. Your username will be encrypted and stored securely within the App.
If you do not log on to the App at least once every 90 days, your username will be removed and you will need to input your username in full the next time you log on using the App.
You can choose to remove your stored username by unselecting the 'Remember me' check box on the logon page and clicking 'Proceed'.
What if I've forgotten my password?
If you've forgotten your password, please visit the Internet Banking logon page at firstdirect.com or call us on 03 456 100 100 to reset your security information.
I've forgotten my memorable answer?
If you've forgotten your memorable answer, please visit the Internet Banking logon page at firstdirect.com or call us on 03 456 100 100 to reset your security information.
Is this App secure?
When you use the App you are accessing Internet Banking, and so the level of security is the same as when you log on at firstdirect.com. Remember though, you need to take all reasonable precautions to keep safe and prevent fraudulent use of your security details. You should make sure you log off after using the App. For additional security, if you don't use the App for 15 minutes, your session will be 'timed out' and you'll be logged off automatically.
Which accounts will I be able to view?
You can see the same accounts as when you log on to Internet Banking at firstdirect.com.
What does my balance show?
Your balance may include transactions that are still being processed and so may be subject to change. It may not represent funds that are available for you to withdraw or include any overdraft you have. Transactions may debit and credit your account throughout the day. Your first direct credit card balance is correct at close of business the previous day.
What does my available balance show?
The available balance includes the amount of cleared funds in your account (if any) together with any unused part of any formal overdraft limit you have.
Can I view my transactions?
Yes, you can view up to 90 transactions within the current and previous month's statement periods. To help us prevent fraud you must tell us immediately by calling us if you don't recognise any transaction shown on your statement or if you think any payment you have authorised has been executed incorrectly. If you don't tell us promptly (at the latest within 13 months of the date the transaction was deducted from your account), we may be unable to correct any errors.
What charges information can I see?
Charges that have already been deducted from your account will be shown as transactions on your statements. You will not receive any pre-notifications of charges or interest through the App. You will need to log on to Internet Banking at firstdirect.com to see details of monthly charges, fees and interest that will be deducted from your account. We recommend you log on at least every 14 days to firstdirect.com.
Can I download statements from my App?
No, previous statements will not be available from your App. If you wish to download previous statements, you can do this by logging on to firstdirect.com
Who can I make payments to?
You can make payments to a person or an organisation you have previously made a payment to using Internet Banking in the last 13 months. Any payee that you have not sent a payment to for 13 months will be automatically removed from the beneficiary list.
To pay an existing organisations or an existing person please select 'Pay bill'. If you need to cancel or amend a payment, or make a payment to a new person or organisation (including setting up a new standing order) you must log on to Internet Banking at firstdirect.com.
Can I cancel/amend a payment?
You cannot cancel or amend a payment using the App. However, to cancel or amend a payment you have requested to be made on a future date, please log on to Internet Banking at firstdirect.com.
Can I transfer money between my accounts?
To transfer funds between your accounts please select 'Transfers'. You can transfer funds between any of your first direct accounts that allow transfers to be made or received.
What does 'available balance' mean?
The available balance includes the amount of cleared funds in your account together with the amount of any formal overdraft you have.
The available balance displayed may also include cheques that have credited your account but are not yet available to withdraw. You will normally have to wait three business weekdays after a cheque is paid in before withdrawing the money. However, please note that if a cheque that has been paid into your account is then returned unpaid, the amount of the cheque will be deducted from your account even if it has been included as part of your available balance. If this would either make your account go overdrawn or go over an existing overdraft limit, we will treat this as an informal request for an overdraft.
When I make a payment, what does 'reference' mean?
When paying a bill or organisation, a reference is required so that the payment you send can be identified by the company receiving it. The reference is normally your account number, card number or customer number and should be found on the bill from the company you are paying. If you are unsure what to use, contact the organisation you are sending the payment to.
When paying friends and family, enter a reference that both you and the person you are sending the payment to will recognise, e.g. payment for lunch. Remember, this wording will appear on both yours and their statements. You can change this reference each time you make a payment to them.
Will the App notify me when I receive a new message?
When you log on to Mobile Banking, a number will appear next to Secure Messages in the revealing menu, indicating any unread messages.
Will I be able to view my secure messages?
Yes, you will be able to view some of your messages as you currently do on Internet Banking at firstdirect.com. It is important you check these messages regularly - we recommend at least once every seven days. Some of the messages which contain links, may require you to log on to Internet Banking at firstdirect.com to view them in full. This will be indicated within the message when you view it via the App.
Can I send or reply to secure messages?
You won't be able to do this from the App, but you can log on to Internet Banking at firstdirect.com to do so.
Can I send an email to you from my mobile?
We recommend that you do not send external emails from your mobile to us, as they may not be sent securely. Please log onto Internet Banking at firstdirect.com and send a secure message, or call us on 03 456 100 100.
How quickly will I get a response?
We will respond to your messages within 48 hours. Whilst in all instances we may not have the answer to your query we will be able to advise you of the likely response time for dealing with your query.
If you need any help using the first direct Banking on the go App, call our Digital Support Team on 03 456 100 234 which is open 7am to 11pm, Monday to Friday, and 8am to 11pm on Saturday and Sunday.
Not yet a customer?
The first direct Banking on the go App is only available to use once you become a first direct customer and register for Internet Banking.
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Your eligible deposits with HSBC Bank plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit protection scheme. This limit is applied to the total of any deposits you have with HSBC Bank plc and first direct.
Any total deposits you hold above the £85,000 limit between HSBC and first direct are not covered.
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