You can request a temporary increase to your account daily payment limit in either Internet Banking or the Triodos Mobile App. You can increase your limit up to £2 million for Savings Accounts, or £3 million for the Personal Current Account. You can set your higher daily payment limit for up to seven days.

Personal Current Account Payments

When paying another account with another bank, for payments over £20,000 you will need to request a temporary payment limit increase.  Once you’ve made the request for the temporary limit increase it can take a minimum of four hours for it to take effect. CHAPS payments must be made before 2pm if they need to be received by the end of that working day. Foreign payments must be made before 1pm if they need to be sent that day, but please be aware they can take up to 10 working days to arrive. We therefore recommend you make the temporary daily limit change the day before to ensure you can make the CHAPs or foreign payment on time. You can set the maximum temporary limit increase of £3 million for up to seven days.

For payments over £250,000 : If you do not have a digipass, once you have authorised the payment in Mobile App or Internet Banking you will have to call our contact team to go through extra security checks.

As with all payments, please check the bank details you are paying to are genuine and correct before making the payment.

Savings Account Payments

If you want to make a payment for more than £20,000 you will need to request a temporary limit increase and wait a minimum of four hours before you can make the payment. You can set the temporary limit increase for up to seven days and the maximum you can pay is up to £2 million per day. Payments over £100,000 in one day will have to be made as a CHAPS payment with a fee of £20.

If you are paying more than £20,000 in one go from your Savings Account to your Personal Current Account, to then make a CHAPS payment of over £20,000 to another bank account, you will need to increase the payment limit on both of your accounts.

How to make the temporary payment limit increase

You will be able to make the temporary limit increase in the Triodos Mobile Banking App or via Internet Banking if you have a username / password or digipass.

In the Mobile App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.

In Internet Banking go to ‘Old Internet Banking’, select ‘Account Profile’ then ‘Account Settings’, here you can request the temporary payment limit change. This is not available if you are using Mobile Secure Key. 

You will need to authorise the change either by digipass, password or mobile passcode.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

You can send money from your Personal current account via Internet Banking or the Mobile App.

There are daily limits set depending on the type of payment and how you authorise the payment. The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.

See below for the daily authorisation limits for Faster Payments and CHAPS.

Faster Payments (Free of charge)

Digipass - Up to £20,000

Mobile App passcode - Up to £250

CHAPS (£20 fee)

Digipass - Up to £3m

Mobile App passcode - Up to £250

If you opened your account through the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you are making payments above £20,000 there are new daily payment limits. Please click here for more information.

As you'd expect from a bank, we take security very seriously - here are some things we do to keep you safe. To help you spot fraud, we’d also like you to know the things we’d never do.

What we do

• Provide around the clock debit card transaction monitoring.
• Provide 24/7 phone support to answer your questions about your debit card.
• Let you freeze and unfreeze your card whenever you need to.
• Temporarily block accounts and debit cards if fraudulent activity is suspected.
• Automatically log you out of Internet Banking and the app after a period of inactivity.
• Keep you up to date with fraud protection advice.
• Send text alerts when online or card transactions are made.
• Temporarily suspend your Internet Banking if left dormant for a long time.

What we’ll never do

We will never contact you out of the blue to ask you:

• For your mobile app passcode.
• For your digipass PIN.
• For your card number or PIN.
• To transfer money out of your account.
• To click a link in an email to our Internet Banking.
  

If in doubt, call us on the number on our website, or delete the email without opening it.

Learn more about how to stay safe online or visit the action fraud website.

If you have another device

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

1. Tap ‘Reset your login’ on the login screen and then 'Continue’
2. Tap 'Get started' and then 'Access my accounts'
3. Choose 'Triodos Mobile Secure Key' 
4. Enter the email address you have registered with Triodos to be sent a verification code. See what to do if you don't receive a code. 
   
5. Follow the instructions to set up 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.

If you need to purchase a replacement device

Your debit card will still work. This means you can still:

• pay for a replacement device in store (or make other purchases)
• withdraw cash from an ATM (please remember the daily withdrawal limit from any ATM is £300)

If you are struggling to manage your account or make payments while you are replacing your device, please call us to discuss how we can help you during this period.

Please call our Contact Team on 0330 355 0355 (or 0117 973 9339 if calling from outside the UK). They are available Mon – Fri 8am – 6pm (Thursdays 9am – 6pm).

If you are calling outside of these hours, you can still speak to our Cards Support at any time 24/7. Please still call the number above but when you hear the automated messages, please choose option 1 (personal current or savings accounts) and then choose option 3 (to report your card lost or stolen or to discuss a declined card transaction) which will get you through to our Cards Support.

If you are unable to call us, and you don’t have the ability to borrow a phone from a friend or family member, you can email us on [email protected] and mark your email subject as ‘Urgent’. Your email must come from the email address which is registered with us. We will endeavour to respond to your email as soon as possible. Please be aware that email contacts are not usually supported and so should not be used as a regular means to contact us.

The Internet Banking log in screen has three different tabs for you to choose from.

• Log in with digipass.
• Log in with username and password.
• Log in with Mobile App.

Select the option that is right for you and follow the on-screen steps.

If you are a business customer and have requested a digipass that hasn’t arrived, or you have lost a digipass, please contact us.

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 will be able to make a temporary limit increase in the Triodos Mobile Banking App or via Internet Banking if you have a username / password or digipass.

If you are using the App with Mobile Secure Key:
In the Mobile App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.

If you are using Digipass or Username/Passcode:
In Internet Banking go to ‘Old Internet Banking’, select ‘Account Profile’ then ‘Account Settings’, here you can request the temporary payment limit change.

You will need to authorise the change either by digipass, password or mobile passcode.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

You can send money from your Personal savings account via Internet Banking or the Mobile App.

The daily limit is £20,000.00 per day for Personal savings account customers.

If you opened your Online Saver/ Online Saver Plus via the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you need to make a single payment over £20,000 you can request a temporary limit change, for more details click here.

Yes, you can. However, you'll need to set your devices up one at a time. Once you have successfully set up the Triodos App on one device, you'll receive a confirmation email. You can then set it up on another.

Here’s how:

1. Download the app (via Google Play or App Store) on your second device.
2. Tap 'Get started' and then 'Access my accounts'.
3. Choose 'Triodos Mobile Secure Key’.
4. Follow the instructions to set up your Mobile Secure Key on the new device. You will need to submit your selfie again so we can verify it is you on a new device.
   

The Mobile Secure Key sits within the Triodos Mobile Banking App. It’s a digital key that’s unique to you, allowing you to use your smartphone to securely log in to the app and Internet Banking and authorise payments. If you still use a username and password or physical Triodos digipass, these will be automatically deactivated once your Mobile Secure Key is set up.

Google Play services are required to activate the Mobile Secure Key on Android devices, so if your device uses MicroG libraries instead then unfortunately it will not be compatible. If you do not use MicroG and are experiencing this issue, then please call us on 0330 3550 355.

We have partnered with digital inclusion charity Citizens Online to offer a free telephone support service to all customers who would like to know more about setting up and using the Triodos Mobile Banking App, as well as using Internet Banking on a laptop or desktop. To speak to one of the Citizens Online team, call their freephone number 0808 196 5883 anytime to arrange a call back from a dedicated Digital Champion. You'll be asked to leave a message including:

• your name and confirmation that you are a Triodos Bank UK customer
• a contact telephone number (landline or mobile)
• when is a convenient time for them to call you back in the next working day.

Remember: employees at Triodos Bank and Citizens Online will never ask you for your digipass details or your username and password.

If you lose your mobile device, you can reinstall the Triodos Mobile Banking App on a new device.

Go to Apple’s App Store or Google Play and download the Triodos Mobile Banking App.

Open the mobile app and follow these steps:

1. Tap 'Get started' and then 'Access my accounts'.
2. Choose 'Triodos Mobile Secure Key’.
3. Follow the instructions to set up your Mobile Secure Key on the new device. You will need to submit your selfie again so we can verify it is you on a new device.
   

You can make a faster payment or CHAPs payment through Internet Banking or the Triodos Mobile Banking App. You’ll need to authorise the payment with either your digipass, your username and password or your Triodos Mobile Banking App passcode.

To make a payment in the app or Internet Banking, follow these steps:

• Log in and select the account you’d like to make a payment from. Select the green ‘Payment’ button.
• Enter the payment details and then at the bottom you’ll see two options – Faster Payment and CHAPS Payment. Select the type of payment you’d like to make. You can also set the payment date and make it a regular payment or Standing Order by selecting the calendar icon. 

Please bear in mind that Faster Payments will normally be received within two hours of the payment being authorised but may take up to one business day.

CHAPS payments authorised before 2pm on a business day will be received by the end of the day.

The Financial Services Compensation Scheme (FSCS) is a UK body which gives you automatic protection up to £85,000 if your bank, building society, or credit union goes out of business.

Your eligible deposits with Triodos Bank UK are protected up to a total of £85,000 by the FSCS. An eligible deposit is money in accounts such as current and savings accounts, including cash ISAs. With Triodos, this will also cover cash held in investment accounts but not the investments themselves.

Please note that the £85,000 will apply to the total of all eligible deposits with Triodos Bank rather than per account or product. Any deposits over this amount are unlikely to be covered.

For more information, please visit the Triodos FSCS webpage.

The sort code for Triodos Bank is:   16-58-10

For foreign payments to a Triodos account the above sort code is not valid. Also mandatory information is needed to ensure a foreign payment reaches your account.

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

If you want to move all your everyday banking to Triodos, it’s easy, safe, and secure with the Current Account Switch Service - what's more there is a seven-day switch guarantee. You can find out all about the service here.

Ready to switch?

Simply log in to your Mobile App, go to ‘More’ then ‘Account Settings’ and tap on ‘Switching Service’ to start your switch.

Alternatively, you can log in to Internet Banking, click on 'Self service' and use the quick links to ‘Switch current account’, which will take you to the switch form in old Internet Banking.

Did you know you can now replace your digipass with the Triodos Mobile Banking App? Find out how. 

If you need a new digipass because the battery is low (when it displays 5%) please let us know and we will send you a replacement. You should receive this within 5 business days.

We will replace your digipass free of charge when the battery level is 5% or less. In our experience when it proactively displays “Low Battery” it will still have quite a long battery life left. You can find out the amount of battery left on your digipass by following these instructions:

If you have the older style navy blue digipass:

• Turn it on by pressing the red power button.
• Press the letter “T” button five times until the display shows “TEST BATT?”
• Press the “=” sign.
  

The display will tell you what percent of battery you have left.

If you have the green digipass:

• Turn it on by pressing the OK button on the lower right of the digipass.
• Press the “>” button four times until you see “5. Info” on the screen.
• Press OK.
• Press the “>” button three times until it states “4. Battery level” on the screen.
• Press OK.

The display will tell you what percent of battery you have left.