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.

You can use our mobile banking app on:

• iPhones and iPads with an operating system of 10.3 or higher. Support for iOS 10 & 11 will end soon. If you’re using either of these operating systems, please see the guidance below.
• Android devices with an operating system of 5.0 or higher

If you’re using an older operating system, please update it or transfer your mobile banking app to a supported device. Here’s how to do it. 

If you can’t do this and you use a Digital Secure Key, you'll need to switch to a physical Secure Key:

1. Log onto online banking.
2. Go to 'My banking'.
3. Select 'Switch my Secure Key'.

This will allow you to continue using online banking.

Your available balance shows the cleared funds that are available for you to withdraw or make payments with.  Your available balance may differ from your account balance because it takes into account any pending payments, for example when you use your debit card to buy goods or services and the amount isn’t yet showing on your statement, but excludes any cheques that haven’t yet cleared. From 24 November 2019, it does not include any arranged overdraft limit.

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.