Mobile Banking App technical support

If your password or passcode is locked, you can easily reset it in our app as long as you've already registered. To reset it we'll ask for two digits from your security number, a one-time passcode which we'll send to your mobile number and then we'll ask you to make a new password. And that's it!

If you've locked your security number, this currently can't be reset using our app so you will have to log in to Online Banking on a recognised device. After you put in your username, we'll ask you for your security number. Below where we ask this, you'll see a link that says, "Forgotten your security number?" which you can click to go on to reset it. If we don't recognise your device, you'll need to switch to a device you have asked us to recognise previously, in order to reset your security credentials. If you don't have access to a device you've used to log in before (for example, you have a new tablet, phone or computer) you'll need to contact us to request a Temporary Security number.

If you’ve simply forgotten your password or passcode, it’s really simple to reset it in our Mobile App. you can follow the link below the password field that says “Forgotten your password?”. From here the reset process is simple:

If you’ve forgotten your security number, you can reset it on our website using a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us to request a Temporary Security number.

If you’ve tried your password or passcode a number of times and you’re sure it is the right one, but it still isn’t accepted then you may need to reset it. If you’re registered already then you can do it really easily by following the link below the password field that says “Forgotten your password?”. The process is very simple, and you’ll be back in to the app in no time.

In the unlikely event that your password continues to be not recognised then there may be another issue that we need to address and the best thing to do would be to contact us.

Touch ID, Android Fingerprint and Face ID are login methods managed by either Apple or Google (depending on your device type) and then used by our app. Since this is the case, if these biometric login methods are either not working or not showing up, the best thing to do would be to check in your device’s settings that everything is as it should be.

Make sure that your preferred login method is turned on and you have all the correct fingerprints and faces saved so that they will work when you open our app.

Once you have checked these settings on your device and made any changes, you’ll need to go to our app’s settings menu when you’ve logged in and enable Touch ID, Android Fingerprint or Face ID.

When you change your device, make sure you reset our App on your old device. To do this, go to Settings scroll down to More and select ‘Reset App’. Then delete the App from your device.

On your new device, download our Mobile App from either iTunes or Google Play Store. If you have a new mobile number, remember to change this in Online Banking (using your recognised device).

In some scenarios in the app, we will require you to confirm your identity using a one-time passcode. This is a code that we send to you via text message that you then type into our app. We use this process at time such as registration or if you’re resetting your password.

As long as the phone number we have on file for you is correct, you should receive the one-time passcode in just a few seconds, but if we are having any unplanned service issues this can take up to 10 minutes.

If you need to receive a one-time passcode but the phone number we have saved for you is not correct then you will need to update this using online banking on a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us.

During registration, if you’ve not already created credentials in Online Banking, we will ask you for your account details to get you set up. If we do not recognise your account details, then please check them closely and try again. If they continue to be unrecognised it may be because your account is still in the process of being boarded so you may need to wait until the next day to register.

If you’re still experiencing problems when giving us your account details during registration then please contact us.

If the credentials you’ve set up already using Online Banking are not recognised when you’re registering for our Mobile App, then is may be because your account is still in the process of being boarded so you may need to wait until the next day to register.

If you’re still experiencing problems when giving us your username or password during registration, then you can reset them using our website on a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us.

If any of your account credentials are locked when you’re registering for our Mobile App, you’ll need to reset them before continuing. You can reset them on our website using a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us.