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 ‘Activating your Digital Secure Key on this device’. Please select ‘Activate on this device’.
3. When asked ‘Do you have the old device with the app installed?’, select ‘No’.
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.

You can use our digital banking help tool to help if you’re having trouble with your Digital Secure Key. 

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 running iOS 12.2 or higher
• Android devices with an operating system of 7.0 or higher

If you’re using an older operating system, please update it using the settings on your device.

If you have a new device and want to transfer your mobile banking app to it, you will need to transfer your Digital Secure Key. Here’s how to do it.

If you can’t do this, you’ll need to ask for a physical Secure Key so you can continue using online banking. You can do this by calling 03457 404 404 or visiting your local branch.

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.