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  5. What should I do if I have lost my phone?

What should I do if I have lost my phone?

Get in touch with your mobile network provider, so they can disable your phone.

Keep a note of your IMEI number. You’ll need this to unlock your phone again if it’s found or recovered.

As for the app, your mobile banking data will be safe as long as your passcode is secure.

Never store your security passcode, PIN, or any other banking login credentials on your phone. If you think someone may know your passcode, change it immediately by clicking on ‘forgotten passcode’. Or, if you feel there is an immediate threat, call customer services as soon as possible on 03457 212 212 (Call Charges). Lines are available 24/7.

If you get a new smartphone with the same phone number, just download the app again and request a new activation code. Once you've entered this you'll be able to access your mobile banking service again. If you had set up text alerts previously, you'll continue to receive these.

If you change your phone number, you'll need to download the app again and re-register for the mobile banking service, including re-registering for text alerts.

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