Give feedback Contact us

    Contact Us

    Lost or stolen card?

    If your card has been lost or stolen, contact us immediately on:

    +44(0)345 600 6000

    Lines are open 24/7. Call us any time, from the UK and abroad. Please see our UK Call charges

    Fraud

    Have you seen any suspicious activity or transactions you don't recognise? You need to contact us immediately on:

    For current accounts:

    +44(0)3457 212 212

    For credit cards:

    +44(0)345 600 6000

    Lines are open 24/7. Call us any time, from the UK and abroad. Please see our UK Call
    charges

    Need help now?

    Search our frequently asked questions, it's the quickest way to find help to the most common queries.

    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.
    1. Check to see whether you have the app running in the background. If you do, close the app completely then re-launch.
    2. Try and log in to the app again.
    3. If you keep seeing this message check you have a stable internet connection.
    4. 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, password and security code.  If you can’t remember your security details, you can reset them using a card reader.
    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.

    1. Log in to online banking
    2. Click 'Move Money'
    3. Follow the instructions on screen. Once you've completed all relevant details, click 'Review details'

    If you're paying someone new, you'll need a card reader to complete the payment. If you don't have a card reader, you can make a number of one-off payments through the mobile banking app up to a total of £250 in a 24 hour period.

    If you've forgotten your username, you can request a reminder. We'll send it to your specified email address within a couple of hours.

    Request your username

    If you are locked out of online banking, you can reset your security details using a card reader and a valid debit card and PIN.

    Visit our online banking login page.

    You'll firstly need to enter your username and then on the next screen select the 'I've forgotten my password' or 'I've forgotten my security code' button.

    Follow the simple instructions on screen to reset your details.

    You do not have to use a Co-operative Bank card reader; any card reader can be used. If your card reader has run out of power then you can replace the batteries by opening the battery drawer with a pen.

    If you do not have a card reader or valid debit card you will need to call us to reset them. Contact us on +44(0)3457 212 212. Lines are open 8am to 8pm 7 days a week. See here for Call charges

    Please visit our online banking registration page.

    If you've forgotten your card PIN you need to log in and contact us via live chat, send us a secure message, or call us on +44(0)3457 212 212,lines are open 8am - 8pm 7 days a week.

    Then, we'll send you a PIN reminder via post, which should arrive within 5 working days.

    We're here to help and guide you during this time. We have a guide to settling the estate and also information about why you need to notify the bank after someone passes away.

    Search all FAQs

    Live chat

    It's a quick, easy alternative to calling us or visiting your branch. Live chat also lets you type a query direct to a member of your support team from 7am to 10pm, every day.

    As your personal details are confidential, we can only access your account details or your current application via Live chat after you have logged in to online banking.

    Logged in to online banking? We can help you with account-related enquiries like:

    • Asking us about your payments or transactions
    • Checking an application for new products
    • Activating your card or asking for a PIN reminder
    • Reporting your card as lost or stolen
    • Ordering stationery like cheque books, card readers and more

    We are currently experiencing high volumes of customers on livechat and are taking a little longer to respond than normal. If you are looking for more information about changes to shopping and banking online, you can find out more here.


    Not logged in to online banking? Or not a customer yet? We're still able to help if you need:

    • More information on products we offer
    • Help on starting an application
    • Help getting around our website
    • Answers to any banking terms you don't understand

    As your personal details are confidential we can't access your account details or your current application without you logging in to online banking first.

    Secure Message

    Send us a secure message when you have a query that is not urgent. For example, you might want to order stationery, or ask us about particular products or services.

    You will need to log in to Online banking to use this service.

    We aim to respond to your message within 24 hours.

    Log in to Online banking

    Social media

    You can also contact us via social media. Our dedicated social media teams are available via Facebook and Twitter, from 7am until 10pm, 7 days a week.

    • Keeping your account details secure is important, so please do not send them to us in a public message.

    Visit us in branch

    You can visit any of our branches, situated throughout the UK, where we will be able to answer your questions.


    Leave feedback

    We welcome your suggestions or comments about how we could improve our services.
    Please click the button below to leave your feedback.

    • Please note that we're unable to respond to individual comments made in this survey. If there is a specific issue that you'd like to discuss with us, please visit our complaints page.