Help with app login

There are a number of reasons why you may not be able to log in to your mobile app. Find out more and what you can do to resolve the problem.

Internet connection
Outages
Operating system
Latest version of app
Passnumber
Lost or new phone
Jailbroken or rooted phone

Internet connection

Check your internet connection. Shut down and re-open the app when you have an improved connection.

Outages

Our app may be temporarily unavailable for essential maintenance or technical reasons. 

Operating system

You'll only be able to use our app on a device with a compatible operating system as follows:

iPhones or iPads

Version 8.4.1 and above for iPhone 5s (64 bit) and newer

Android

Version 5.1 and above. Also called Lollipop

Keep your device up to date

Keeping your device up to date ensures that you stay protected against any operating system issues or potential threats.

Update your iPhone or iPad iOS version
Update your Android version

If there are no updates available for your device and you are still unable to download our app, you can still use your mobile to log into online banking.

Latest version of app

You may not be using the latest version of the app. Check this by visiting your app store. If you have just updated to the latest version and are still seeing this message, close the app and relaunch it.

Passnumber

Forgotten passnumber

Change your passnumber

Passnumber is correct but you get an error message

If you see the following error message and you're entering the correct passnumber you'll need to reset the app:

  • Please try again. After 5 unsuccessful attempts, your access to mobile banking will be frozen for 1 minute

To reset the app:

  • select 'OK' to dismiss the message
  • select 'I can't log in' from the login screen
  • select reset the app and the app will close
  • re-open the app
  • accept the terms and conditions
  • follow the instructions on screen and select 'I am registered' when prompted.

Lost or new phone

Lost phone

If you lose your phone contact your mobile network provider immediately so they can disable your phone. Nobody will be able to login to your mobile banking app without your passnumber, fingerprint or Face ID.

Find out how to protect your data if your device is lost or stolen

If your iPhone or iPad is lost or stolen
If your Android phone is stolen

New phone

If you change your phone you'll need to download the app again from your app store and follow the on screen instructions.

Jailbroken or rooted phone

We strongly recommend that you do not download or use the mobile banking app with a jailbroken or rooted device.

Jailbreaking or rooting is the process of removing some or all of the limitations imposed by the phone manufacturer on their devices. This can impact the built in security features and may leave your device vulnerable to fraudulent attacks.

Related pages

Change your passnumber

Not found what you're looking for?

Contact our support team