Mobile banking

When an update is completed for an app or iOS or Android operating system on a device with low memory, some apps are removed and then reinstalled. If our app is removed, you’ll need to set up a new Digital Secure Key.

You can set up a new Digital Secure Key by following these simple steps:

1. Open the app and enter your username.
2. You’ll see a notification advising ‘Digital Secure Key not activated for this app’. Please select ‘Activate for this app’.
3. When asked ‘Can’t generate a security code?’, select ‘No, send me an activation code’.
4. You’ll then be asked to enter your memorable answer and password. Select ‘Start activation’ and we’ll send a validation code by email. Enter this in the app then arrange for an activation code to be sent by SMS. Once this is entered, you can set up a new Digital Secure Key password.

If you don’t have a valid UK mobile number or email address recorded with us or they’ve been updated recently, you may not be able to complete this process immediately. Please contact us on 03456 002 290 (+44 1226 261 226) if you need more help setting up your Digital Secure Key.

Our mobile banking app is currently available on:

• iPhone devices with an operating system of iOS10.3 or higher
• iPads that are 5th generation or above
• Android devices with an operating system of 5.0 or higher

Why is there a difference between my balance and available balance when I log on to the app? >

This may be because of a debit card payment that’s due to leave the account or a cheque that’s been paid in but hasn’t yet cleared.

If your phone's date and time is not set to update automatically, then your Digital Secure Key codes may not work. Please check this and try again.