Trouble logging on to Online and Mobile Banking

Troubleshooting for Online Banking
If you’re locked out of your account, give these tips a try first before resetting your details.

  • Don't use your saved, favourited or bookmarked links to access your Online Banking. We recommend typing directly into your internet browser's address bar to visit our log on page. 
  • You may need to clear your cache, your cookies, and other data
  • You can also try a different browser, device or a different internet connection (wifi or data).

If you’re having trouble getting into Online Banking, you may be using an outdated internet browser. You can no longer use Online Banking with Internet Explorer. To do your banking please switch to a different internet browser, such as Microsoft Edge or Google Chrome.

If you’re locked out of your account or you can't log on to Online Banking, you can easily reset your details online. If you've forgotten your Business Personal ID, you'll need:

  • your most recent debit or credit card, or
  • your account number and sort code, which you can find on your statements.

To retrieve your Business Personal ID, please visit our Forgotten ID page.

If you’ve forgotten your security details, you’ll need:

  • your Business Personal ID
  • your mobile phone.

To reset your security details, please visit our reset details page. In some cases we may need to send your log on details by post.

Troubleshooting for Mobile Banking
If you’ve forgotten your Mobile Banking details or you’re locked out of your account, you can reset your details

Need help using the app? Call us if you’ve downloaded the app and having trouble signing in. Or click Chat with us on the right-hand side of this screen to speak with our digital assistant Sandi, who can help answer your questions.

Update the app
Check to see if you’re using the most up-to-date version of the app. If you’re using an old version, you’ll need to update it so you can access all the features. You can update the app yourself within the App Store or Google Play Store.

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For more information on how to log on and register your device with our new mobile app, please visit our mobile banking guides for more information. 

On a jailbroken iOS device or rooted Android device, the normal operating systems are removed, making the device more vulnerable to malware and fraudulent attacks. We block access to the app from these devices as an additional security measure, to help keep your details and your accounts safe.

If your device is jailbroken or rooted, you'll need to use Mobile Banking on a different device or restore your phone to your factory settings. If you don’t want to do this, you can still see your accounts by logging on to Online Banking.

To sign up for Online or Mobile Banking, call us on 0330 123 9860.

To reset your log on details, visit our having trouble logging in page

To check if you have the most up to date version of the app you can visit your iOS App Store or the Google Play Store. 

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You can also use your existing log on details to access the newest version of the app and all its features.

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You can reset your details if you already have Online Business Banking