Mobile app FAQ

• How do I get started?

  If you're already registered for our online services, you can use the same login details for our app. If you’re not registered, you can register in our app once downloaded. You'll need your Member Number, National Insurance Number, email address and mobile phone number to hand when you register.

• Is the mobile app secure?

  Yes, our app uses software to keep your information secure. You'll set a PIN and password to access the app which you must keep secure and have the option of using your phone's biometric settings to further secure it.

• Can I use the banking app abroad?

  The app is designed for use in the UK, but can be used in many popular holiday destinations. For security reasons, we block access to the app from some locations. If you want to use the app in an exotic destination, check with us first.

• Do I have to use biometrics on my phone?

  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. You'll then log in with the PIN and password you set at registration.

• What happens if I forget my PIN or password?

  If you've forgotten your login details, you can easily reset them in the app. you'll need access to your email and phone so that we can verify it is you before we allow you to set up new details.

• What happens if my phone is lost or stolen

  You should always use a PIN to secure your phone as this will help prevent access to any of your information if your phone is lost or stolen. Our app is secured with a PIN and password, which helps keep it secure. However, if your phone is lost or stolen or if your login details might be compromised, you should tell us as soon as possible and we can block the app from being used.