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
Operating system
Latest version of app
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.


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

Operating system

Is your device compatible with our mobile app?

To use our mobile banking app, your device must be running on iOS 15 and above, or Android 7 and above.

Why can't older operating systems be used?

Both Apple and Android regularly release updates to keep your device protected against potential threats, add new features, and fix any bugs or issues. When older operating systems become outdated, the manufacturers stop sending these updates. This means that those systems are less secure, making you more vulnerable to fraudsters, hackers and malware.

Here at The Co-operative Bank, we do everything we can to keep your money safe. This is why we only run our app on devices with the most secure operating systems.

How to check if your device needs updating

  1. Go to Settings > General > Software Update
  2. Check what iOS version you have - if it’s earlier than iOS 15, you will need to update your device if you want to use our app in the future
  3. If there’s an update available, you should have the option to either ‘Install Now’ or ‘Download and Install’

Make sure to back up your device beforehand using iCloud or your computer.

  1. Go to Settings > System > System update
  2. Check what Android version you have. If it’s earlier than version 7, you will need to update your device
  3. If there’s an update available, follow the instructions on the screen.

What if your device can’t be updated?

If there are no updates available for your device and you’re unable to use our app, you’ll still be able to use your mobile device to log into online banking. You’ll also have the option to use telephone banking or head into one of our branches.

Get the latest version of our app

Download the app on Apple
Download the app on Android

Apple, iOS, iPhone, iPad and the Apple Store are trademarks of Apple Inc., registered in the U.S. and other countries. Android, Google Play and the Google Play logo are trade

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.


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

Mobile banking

Not found what you're looking for?

Contact our support team