How do I order a new digipass?
Please contact us by sending us a chat message in Internet Banking or call us on 0330 355 0355.
Related FAQs
Below, there are forms available to complete to make changes. You can return your completed form via Chat in Internet Banking, via email or by post.
Change or remove Account Operators: complete a Change of Account Operator form.
When we receive your form, we will:
1. Check the form has been completed and authorised correctly. If it is not, we will return the form to you which will introduce delays; so if you have any queries please contact us on 0330 355 0355 or via a Chat message in Internet Banking.
2. Remove account operators and send you confirmation via internet banking (or post if the form was sent via post). However, if removing account operators prior to adding new ones will go below your mandate, we will add the new account operators first.
3. Verify the identity of new account operators. This will be in the form of electronic identification, for which the new account operators will receive an email. Please action this email as soon as possible to avoid delays.
4. Finalise the onboarding of new account operators and send you confirmation for each account operator successfully added.
Change the Key Contact Person: if the new contact person is already an Account Operator, and you do not need to make another other changes to Account Operators, complete a Business Information Change form. If the new contact person is not yet an Account Operator, they must be registered as one through the Change of Account Operator form, and you can assign them as the Key Contact Person on the same form.
Change your business name: complete a Business Information Change form.
Change your business address (registered / trading / correspondence): complete a Business Information Change form.
Change your business website address: complete a Business Information Change form.
Change payment limits: complete an Internet Banking form to amend all the account limits and change individual account operators’ limits or rights.
Close your (current / deposit) account: complete a Business Account Closure Request form.
Returning your form via Chat in Internet Banking
If you are returning your form via Chat, we do not require a signature and you have the option to complete the form electronically or by hand. Once completed, please return this to us via Chat.
If your account mandate specifies that you need more than one account operator to authorise changes, we must receive a Chat message with a copy of the competed form from each operator in accordance with your mandate.
If you require clarification of your account mandate(s) and/or signing arrangements, please contact us on 0330 355 0355 or via a Chat message in Internet Banking. Please do this before submitting your form to avoid any delays in completing your request once received.
Returning your form via email
If you are returning your form by email, the declaration must be signed with either wet or electronic signatures or we will not be able to process your request. The signatures must match those on our records.
If you require clarification of your account mandate(s) and/or signing arrangements, please contact us on 0330 355 0355 or via a Chat message in Internet Banking. Please do this before submitting your form to avoid any delays in completing your request once received.
Returning your form by post
If you are returning your form by post, the declaration must be signed with a wet signature or we will not be able to process your request.
If you require clarification of your account mandate(s) and/or signing arrangements, please contact us on 0330 355 0355 or via a Chat message in Internet Banking. Please do this before submitting your form to avoid any delays in completing your request once received.
Once completed, you can return your completed form to us by freepost at:
Freepost TRIODOS BANK
Our freepost address is Royal Mail registered and simple to use - write it on your envelope exactly as shown above (no stamp required) and your letter will get to us free of charge by second class mail.
For first class mail, you can post in the normal way to:
Triodos Bank
Deanery Road
Bristol
BS1 5AS
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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.
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If we are unable to match the information you have entered on our password reset page with the information we hold on record you will need to call our Customer Contact Team on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK. We will be able to send a new password to you by post, this will be sent to your registered address. When calling us please have your account number and security details at hand.
If you are trying to log into Internet Banking for a Business account you do not need a username and password but will have a Digipass and PIN.
Our friendly, Bristol-based Contact Team is here for you. Our opening hours are published on our help and support page.
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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.
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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 have set up the Triodos App, you can log into Internet Banking using the app’s QR scanner on a second device. You can find more information on how this works here.
If you’re a Current Account customer and you do not use the Triodos App you will need your digipass and PIN, and details regarding the security word you set up when applying for the account.
If you’re a Personal Savings or Investments customer and do not use the Triodos App, you will need your username and password.
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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.
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Setting up a Direct Debit should be done through the company who will be claiming the Direct Debit. You can cancel a Direct Debit in the Triodos Mobile Banking App under ‘More’, ‘Account settings’ then ‘Direct Debits’, or in Internet Banking under ‘Self Service’, ‘Account settings’ then ‘Direct Debits’. You will need to contact the company who claim the Direct Debit to cancel it with them as well.
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The digipass plastic is recyclable and in line with our sustainability commitment so please send in broken, old, damaged digi passes using the freepost address - Freepost TRIODOS BANK - and we will recycle it securely for you.
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If you no longer require your digipass please return to us using the freepost address - Freepost TRIODOS BANK - and we will recycle it securely for you.
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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, or follow the steps below.
You can also sign into online banking using the Triodos Mobile Banking App, find out how to here.
To get started, you will need your digipass, the pin for your digipass and your security word. When you first use it you will be prompted to change your digipass PIN to something memorable. You can do this by following these simple steps:
- Switch the digipass on by pressing “OK”
- Then press button “1”
- Enter the four-digit digipass PIN we sent you and press “OK”
- You will now be prompted to enter your own new digipass PIN, which for your security must meet the following criteria:
- It must be four digits long and different to the PIN we sent to you
- It must not be sequential or identical numbers, such as “1234” or “2222”
- It must not be easily obtained or guessed, such as using your date of birth
- Please note, if your choice of digipass PIN isn’t considered secure enough the message “Weak PIN” will be displayed. If this happens press “OK” and you will be prompted to enter a different, more secure, PIN.
When your PIN has been changed successfully, an eight-digit code will be displayed.
To login to internet banking, continue to the Triodos homepage. Instructions on how to login are here.
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In order to safeguard your personal information and money we require a three stage login process for internet banking, one of which involves the use of a digipass. This is similar to the card reader facility at some other banks and is used along with other systems to ensure your finances are kept safe. We constantly review our security measures and publish guidance on steps that can be taken to prevent fraud such as the Take 5 campaign through FFA UK.
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We do not charge for digipass or issuing replacements for personal customers. Please ensure that you keep the digipass in a safe place to avoid unnecessary re-issue. Please return any old/unrequired digi passes to us at or freepost address - Freepost TRIODOS BANK - and we will recycle securely on your behalf.
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Development is ongoing so you may have to go back to old Internet Banking for some features and services, we’ll always tell you when this will happen.
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If you hold Savings accounts only with Triodos you will use a username and password to log into your Internet Banking. If we are unable to match the information you have entered on our username reminder request page with the information we hold on record you will need to contact us. We will be able to send a username reminder email to your registered email address. When calling us, please have your account number and security details at hand.
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To set up standing orders in the Triodos App or Internet Banking, choose the account you wish the money to be taken from and select 'Payments'. Enter the recipients’ details and the amount. Click the calendar icon next to the payment date to set the frequency of the payment and save your changes. Authorise the payment to complete the set up.
Standing orders are processed on working days, so if the payment you have set up is due to go out on a weekend or UK bank holiday, it will be processed on the next working day.
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The digipass is one of our current methods of logging in to Internet Banking, as we feel this provides a strong level of security. We have now introduced the ability to log in to Internet Banking and to authorise payments in Internet Banking using the Triodos Mobile Banking App. You can find out more about how to do both of those things, here.
Currently the Triodos Mobile Banking App is only available for Personal Current Account customers, or Online Saver and Online Saver Plus customers that have opened an account using the Mobile App. But over the coming months we will be rolling it out to all Personal Savings and Investments customers. If you are not a Triodos Current Account customer yet, you can apply here.
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If you do not already have Internet Banking, you can apply for it by downloading the Internet Banking application form and returning it to us. Due to security, we require a signature from you in order to give you access to Internet Banking.
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We’re bringing Internet Banking up-to-date to be simpler and easier to use. More touch screen friendly. Easier access to your day-to-day banking needs.
Development is ongoing so you may have to go back to old Internet Banking for some features and services, we will always tell you when this will happen.
Watch our video on the new Internet Banking to see the improvements that we have made.
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1. Go to ‘Payments’ tab
2. Select your account you would like to make a payment from
3. Enter recipient’s details and amount
4. To save payee click (+icon )
5. Select payment type – click on [i] to check daily limits
6. Press complete payment
7. Follow on screen instructions to authorise payments
8. Select payment you wish to authorise
9. Click ‘Authorise and submit’
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Once logged in to Internet Banking you can use the quick links in the ‘Self service’ section to go to the card activation page, the Current Account Switch Service form and Settings. These direct links will take you back to old Internet Banking to complete the action.
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All Personal and Business customers will be upgraded to the new Internet Banking in the coming weeks and will be notified a few days before this is going to happen. You won’t need to do anything. There are no changes to your account or the way you log in. Always log in via the Triodos Bank website.
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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.
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You will have access to the features tour within new Internet Banking. There is also more support available at www.triodos.co.uk/help/internet-banking.
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On the home page you will see a list of all the accounts that you currently manage online. Details of closed accounts are displayed in red in old Internet Banking. Clicking on one will take you directly to the transaction history for that account.
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