The Triodos Mobile Secure Key is more convenient than the physical digipass or a username/password combination. It provides a safer and securer way to access and manage your accounts due to its two-factor authentication method. Requiring something you ‘have’ (the Triodos Mobile Banking App with the Mobile Secure Key) and something you ‘know’ (the passcode) or something you ‘are’ (fingerprint, face recognition depending on what your mobile device supports).

If you have a physical digipass, the Mobile Secure Key would replace it. This means you can send your Triodos Digipass back to us for recycling, using our freepost address – simply write ‘Freepost TRIODOS BANK’ on the envelope (you do not need to attach a stamp). We have partnered with a Waste Electrical and Electronic Equipment (WEEE) Recycling Scheme and will safely recycle all digipasses.

Yes. The Triodos Mobile Secure Key is an easier and more secure way to log in and authorise payments. However, you can continue to use your current login and authentication method if you prefer.

You should always allow until the next business day for a payment to arrive. Faster Payments authorised on any day (including weekends) should arrive in the beneficiary's account within two hours of being authorised.

There are several ways to log in depending on what type of account you have.

Start by going to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Log in" to Internet Banking.

If you’re a Personal Savings or Investments customer, you will only need your username and password.

If you’re a Current Account customer you will need your digipass (the green pin pad), the PIN to your digipass (which you set yourself), and details regarding the security word you set up when applying for the account. We've produced a short online video to show you how to set up your digipass and activate your online banking. Watch the video on YouTube now. 

Alternatively, if you have access to the Triodos Mobile Banking App, you can log into Internet Banking using your QR code reader. You can find more information on how this works here.

You’ll need your access code to activate your debit card. This can be found in the Triodos Mobile Banking App or Internet Banking.

If you have the Mobile App, start by logging in and then go to 'More, then 'Cards' and select the debit card you wish to activate, then select ‘Activate your card’ and follow the on-screen instructions.

Don't have the Mobile App? Download via the App Store and on Google Play to manage your money on the go, easily and securely. To download the app, you'll need a compatible smartphone or tablet - running Android™ 5.0 (KitKat®) or higher, or Apple iOS 11 or higher.

Alternatively, you can log in to Internet Banking, then select the quick link under ‘Self service’ and ‘Card management’ which will take you to old Internet Banking to view your access code.

Once you have your access code, send a text message to 57887 with the following message: 'TRIODOS PINACT', followed by your access code, followed by the last four digits of your card number - you need a space between sets of numbers. For example: TRIODOS PINACT 123456 1234.

You'll be sent your card PIN via text message within a couple of minutes - don't forget to delete that text message after memorising your PIN.

You're ready to use your card - remember to sign the back.

Please note that some mobile providers do not process text messages to 5-digit numbers. If you text and do not receive a response from us, please call us as your request will not have been confirmed and processed.

If you need any help activating your account, please call our friendly Bristol-based Contact Team - they'll have your everyday banking working for people and planet in no time. You can find our Contact Team opening hours on our support page.

Need to set up your digipass too? Watch our how-to video.

You will need to download the Triodos Mobile Banking App on another device and follow these steps:

1. Open the app
2. Tap ‘Reset your login’ on the login screen and then 'Continue’
3. When asked if you received a verification code tap ‘no’ and a new code will be sent to the registered email address
4. Follow the instructions to setup your Mobile Secure Key on the new device. You will need to submit photos of your ID document and selfies again so we can verify it is you on a new device.

Currently it is only available for Personal Current Account and personal savings customers who are set up with Internet Banking. Later in 2022, we’ll be launching the Triodos Mobile Banking App and Mobile Secure Key to all personal customers – so watch this space!

We will validate your identity using state of the art facial recognition software and your ID document to create your unique digital key. The key sits within your Triodos Mobile Banking App and is linked to your activated device so that only you can log in to your accounts using a passcode or your biometrics.

Your digipass requires the use of a 4 digit PIN. When the PIN is entered incorrectly multiple times, it will become locked and will provide you with a lock code.  If you receive a lock code on your digipass, please call us with your account number, security details, and digipass to hand. We will be able to help you unlock your digipass and log into internet banking. Our phone number is 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) and phone lines are open Monday to Friday, 8.00am - 6.00pm.

If you need extra support due to changes in your financial circumstances, possibly as a result of COVID-19, please contact us on 0330 355 0355.

Banking apps can be safer than online banking as they are not prone to fraudulent activity such as phishing. Unlike your browser, apps have security built in and don't store your personal data on your device.

Banking apps are secured with a numeric code and biometric data, which means a third party cannot use your banking app.

All banking transactions are done via the app. A banking app encrypts your data before it leaves your device. As a result, no one can intercept your data.

At Triodos, we take security very seriously - visit our Fraud Awareness pages for more information on how we protect our customers and things you can do to stay safe online.

Yes, it is more secure than a username and password and faster and easier to use than a digipass. The Mobile Secure Key is stored within the Triodos Mobile Banking App and provides two factor authentication by requiring something you ‘have’ (the Triodos Mobile Banking App with the Mobile Secure Key) and something you ‘know’ (the passcode) or something you ‘are’ (fingerprint or face recognition on an Apple device. Greater functionality will soon be available for Android users).

The Mobile Secure Key is stored on a secure part of the Triodos Mobile Banking App and is only issued once identity verification is complete using biometrics and the checking of ID documents.  

As soon as Triodos Mobile Secure Key becomes available for your account, we’ll send you an email inviting you to activate it with a unique verification code.

It’s simple and only takes about four minutes to register, but you’ll need your passport or driving licence and a strong internet connection.

If you already have the Triodos Mobile Banking App:

1. make sure you have the latest version of the app
2. open the app
3. log in
4. at the top of the screen is a message highlighted in yellow - tap this message and follow the instructions.

If you don’t yet have the Triodos Mobile Banking App:

1. download it (via Google Play or App Store)
2. enter the verification code in your invite email from us and follow the instructions onscreen.

Yes, you will need a smartphone or tablet that supports the latest version of the Triodos Mobile Banking App.

If you are a Personal Banking customer you can change your address and personal details via Internet Banking or the Mobile App.

To make changes in Internet Banking go to ‘Self Service’ > ‘Settings’ and you can make changes to your details here. You’ll need to authorise any changes with your Digipass or Mobile App just follow the on screen instructions.

To make changes in the Mobile App go to ‘More’ > ‘Personal Information’ and you can make changes to your details here. You’ll need to authorise any changes with your Digipass or Mobile App just follow the on screen instructions.

If you have a postal account you can write to us with your old and new address details, your account number, telephone number and a signature. To register for Internet Banking for quicker access to make future changes please complete the relevant application form

We will send you confirmation when your details are changed.

This is the long number found on the back of your digipass and you need this to log into internet banking. Do not give out your digipass number and any codes or your PIN over the phone unless you have called us – we will not contact you and ask you for this information.

Your biometric personal data is required to help us establish and verify your identity and comply with legal requirements. It will be held by Triodos Bank and our digital identity supplier Fourthline to validate your identification in the future. Please see our Privacy Policy for information on how we hold and protect our customer data.

The Mobile Secure Key is a digital key unique to you, allowing you to use your smartphone or tablet to securely log in and make payments within the Triodos Mobile Banking App and Internet Banking. Your username and password or your physical Triodos Digipass are no longer needed once your Mobile Secure Key is set up.

You can set up and cancel payments through internet banking or the mobile app.