Having trouble logging into the mobile app?
We are aware that some customers are experiencing issues logging into the mobile banking app. This issue is
affecting both Android and iOS devices and may result in having to re-register for the mobile app. We apologise
for any inconvenience this is causing you and we are working hard to fix the problem.
While we are fixing this problem, here is some guidance to help you get back into the mobile app.
Seen the ‘There has been an error’ message?
If you see a message which says ‘There has been an error’ message when attempting to log in, you may need to
re-register for the mobile app on your device after following the below steps.
- Check to see whether you have the app running in the background. If you do, close the app completely then
re-launch.
- Try and log in to the app again.
- If you keep seeing this message check you have a stable internet connection.
- If the problem persists you will have to re-register. This can be done by selecting ‘I can't log in’
from the login page. You will need to know your online banking username (you can request a reminder here),
password and security code. If you can’t remember your security details, you can reset them online, so long as you know one of
either your password or security code. You’ll need to enter a verification code we will send to you by text message or email.
It's important that you never tell anyone your verification code. If you don't know both your password and security code, you'll
need to call us to reset your security details. We're available on 03457 212 212 (call charges apply).
Lines are open 8am to 8pm, 7 days a week.
Other checks you can do if you are experiencing issues with the mobile app
- If you are on an iOS device and see a white screen, or are on an Android and see ‘web page unavailable’ please
check that you have internet connectivity by accessing another trusted app or web page such as Google or BBC
News.
- If you have a new device then you will need to re-register for the app. Even if you have restored data from
your previous device and the app is installed. On launching the app you will be taken to the login screen;
however you will need to re-register by selecting ‘I can't log in’
- If you have deleted and reinstalled the app then you will need to re-register.
- Android only - If you are confident you are inputting the right passnumber but see an error
message ‘Please try again. After 5 unsuccessful attempts, your access to mobile banking will be frozen for 1
minute’, you will need to re-register and attempt to log back in. If this doesn’t resolve the problem, it may be
an issue with the handset and you will need to contact your mobile phone manufacturer to discuss how they can
support you in resolving the problem.
