Our Mobile App

• Apple: compatible with iPhone, iPad and iPod touch. Requires iOS 12 or later
• Android: any mobile device running Android 7 or later

We regularly update our Mobile App to introduce new features, and make improvements and occasionally, that means the App’s compatibility with operating systems may change. We’ll keep this information updated here, so you can always check.

There's no charge for the App. But as it relies on an internet connection, you'll be paying for the data you use through your mobile phone plan if you aren't connected to Wi-Fi.

Yes, the App works abroad but be careful as data charges may be added, please check with your provider.

Nearly, but not all. You'll need to log on to full Online Banking to access these services:

• cancel or amend future dated transactions
• send money outside the UK
• access Sharedealing service
• order Travel Money
  
• order new Debit Card
• order new PIN
• order Tax Certificates
• change email address
• change any log on security details
• details of monthly charges, fees and interest
• managing account and statement preferences.

Your username is the unique name that you created when registering for Mobile or Online Banking. It can be between 5 and 76 upper and lower case letters and numbers.

If you haven't yet registered for our App, simply download it and follow the on-screen instructions.

You'll need to have registered for Phone Banking before you can access Mobile Banking. You can do this by calling 03 456 100 100.

If you've forgotten your password please log on to Online Banking with your username, then select 'Log on without your Secure Key' option and select the 'Forgotten your password?' link.

Forgotten your username? - Don't worry, just give us a call us on 03 456 100 100 and we'll reset your security information.

If you've forgotten your memorable answer please log on to Online Banking, then select 'Forgotten your memorable answer?' link.

You can see your Current Accounts, Mortgages and Loans accounts.

If you're paying a bill or organisation, you can put a reference so they know it's from you. This could be your account number or customer number. If you're unsure what to use, contact the organisation.

If you're paying friends or family, put a reference that both of you will recognise, e.g. payment for lunch. Remember, this wording will appear on both yours and their statements. You can change this reference every time you make a payment to them.

Yes, you'll be able to read secure messages. If you would like to reply to a secure message, you can send us a message using Mobile Chat on our app, or Web Messaging on Online Banking.

Instead of using your Digital Secure Key password you can log on to our App, simply and securely, by using Touch ID or Face ID.

You'll also need to have the latest software update from Apple as our App will only support the latest two versions

Yes, you can enable Touch ID or Face ID by going to your device ‘Settings’ and following the instructions to capture the biometric supported by your mobile device. You'll also need to set up a device passcode, if you've not already done this.

If you delete and reinstall our App, you'll be prompted to enable your biometric again the next time you log on.

Yes, you can still access your accounts by logging on with your Digital Secure Key password.

Yes, if you have Touch ID you can simply cancel the fingerprint prompt before logging on.

Once you've logged on with Touch ID or Face ID, you can select ‘Generate Security Codes’ from the ‘More’ menu within the App.

Yes. If someone can use Touch ID to unlock your device they'll also be able to log on to the App. You should only use Touch ID to log on to our App if you're the only person with fingerprints registered on your device.

You can add or remove fingerprints in your device settings.

Either:

• go to your device ‘Settings’ and follow the instructions to delete the biometric supported by your mobile device
• disable Touch ID or Face ID within the ‘Security Settings’ menu in our App

Call us as soon as possible on 03 456 100 100 if your device is lost or stolen*.

You may be responsible for unauthorised payments made from your accounts if you haven't kept your mobile or tablet, and your security details, safe.

As soon as possible, log on to iCloud (icloud.com) and remotely wipe your device by activating the 'Find My iPhone' App, selecting the lost device and erasing the data on it.

*Text-phone 03 456 100 147 or if calling from abroad +44 113 234 5678 (Text Relay +44 151 494 1260). Because we want to make sure we're doing a good job calls may be monitored and/or recorded, we hope you don't mind.

No. Biometric data is stored on the device.

Yes, you can enable Android Fingerprint in your device Settings and follow the instructions to save your fingerprint. You will need to set up a device passcode, if you have not done this already.

If you delete and reinstall our App, you will need to confirm your fingerprint again the next time you log on.

Yes, you can still log on to the App with your Digital Secure Key password.

Yes, if you have Android fingerprint you can simply cancel the fingerprint prompt before logging on

Yes. If someone can use their fingerprint to unlock your device they'll also be able to log on to the App. So you should only use the fingerprint scanner if you're the only person with fingerprints registered on your device.

You can add or remove fingerprints in your settings.

Either

• disable it in the fingerprint menu of the App under 'Security Settings'
• or in your device settings by deleting all registered fingerprints or delete the device PIN, pattern or Passcode

Call us as soon as possible on 03 456 100 100 if your device is lost or stolen*.

You may be responsible for unauthorised payments made from your accounts if you haven't kept your mobile or tablet, and your security details, safe.

As soon as possible, log on to your Google Account (android.com/find) and remotely lock or erase your device.

*Text-phone 03 456 100 147 or if calling from abroad +44 113 234 5678 (Text Relay +44 151 494 1260). Because we want to make sure we're doing a good job calls may be monitored and/or recorded, we hope you don't mind.

No. Fingerprints are only stored on the device itself.