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.

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.

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 ‘Self Service’, ‘Account Settings’, ‘Daily Limit’, here you can request the temporary payment limit change.

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.

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 Triodos Mobile Banking App and Mobile Secure Key are available to all personal customers. It’s not currently available for business accounts.

While setting up your Mobile Secure Key you provide two things:

1. Photos of your ID

To verify your identity and match the details to those we have for you. A fraudster couldn't use their own ID, as their details will not match the information we already hold. The photos you take are from different angles so we can identify fake documents and ensure no one else is attempting to access your account.

2.  A live recording of your face

To compare this to your ID, and confirm that it is you activating your Mobile Secure Key. This prevents a fraudster from gaining access to your accounts using a fake copy of your ID. This is a digital version of an ‘in-person’ identity check that happens at a high street branch of a bank.

Then you simply choose a passcode which will be linked only to the devices you have set up your Mobile Secure Key on. This means that no one else can use your passcode to get into your accounts on their device.

Your ID photo and selfie recording will be held and protected by Triodos Bank and our digital identity verification partner, Fourthline. Please see our Terms & Conditions for more information and our Privacy Policy for how we hold and protect your data.

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.

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.

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 refer to our Contact, FAQ’s & Help page, or call us on 0330 355 0355 or +44 (0)117 973 9339 if you are not in the UK.

If you are calling outside of these hours, you can still speak to our card services at any time 24/7.

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.

Yes, you can. 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 in minutes by using the app on your first device. You won’t need to resubmit your ID and selfie.

Here’s how:

1. With your first device to hand, download the app (via Google Play or App Store) on your second device.
2. Tap 'Get started' and then 'Access my accounts'.
3. Choose 'I have the app on another device’.
4. Follow the on-screen instructions.

Money mules are people used to help launder money, often without realising that’s what they’re doing. They help move illegitimate funds (money gained illegally) between accounts so that the money then appears to be legitimate. They may be asked to receive money into their account, then withdraw it and put it into another account, sometimes in another country. Sometimes the money mules are offered compensation or commission.

Even if money mules don’t know the money they’re transferring is fraudulent, they are still committing fraud and money laundering, and could be sentenced to time in prison or to pay a fine.

Money mules are often recruited into this activity through false job adverts, or social media posts that promote quick money-making opportunities. Sometimes they are duped by fake social media profiles that pretend to want a romantic relationship with the victim to gain their trust and affection before asking this favour or blackmailing them. This is also known as romance fraud.

Never move money between accounts you don’t know and trust, especially because someone else has asked you to, or if you don’t know where that money has come from. If you are suspicious of money laundering, call us immediately on 0330 355 0355.

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.

If you'd like to write to us, you can do so 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

As an online bank, we don't provide counter banking services, but we're always pleased to meet with our business customers - simply make an appointment with your relationship manager.

Our regional business banking offices can be found at:

Triodos Bank
20 Old Bailey
London
EC4M 7LN

Triodos Bank
50 Frederick Street
Edinburgh
EH2 1EX

Check your device is fully up to date by following these steps:

1. Check you have the latest version of the Triodos Mobile Banking App by going to the App Store or Google Play and tapping ‘update’ if available.
   
2. Check you have the latest version of your device’s operating system by following these steps:

• iPhone: Settings > General > Software update
• Android: Settings > System > System update.

If you are struggling to take the photos of your ID, here are some tips:

• Find a bright area, without getting the reflection of a light on your ID
• Place your ID flat on a surface
• If you are using your passport and need to pin it open, do so on the very corner so you are not hiding any information, including the two lines of code at the bottom
• Ensure the whole of the ID is within the frame (it does not have to fit exactly and the surface behind it can be included), and that no part of is covered by a shadow or anything else.

You’ll be shown the photos you took before you move on. Check them carefully to ensure they are:

• Not blurry
• Not so dark or bright that you cannot clearly read the information
• Not covered in any part
• Fully within the frame.

If you are struggling to take the recording of your face, here are some tips:

• Stand against a blank background with no faces (real or photos) behind you and look directly at the camera
• Ensure your face is fully within the frame and the photo will take automatically. If it doesn’t, try moving your phone slightly back
• When instructed, keep your phone still and slowly turn your head to each side.
  

You can then check your photo to ensure it is:

• Sharp
• Well lit
• Capturing your whole face.

If you need to, you can re-take them all by clicking ‘Scan again’.

If you are unable to activate your Mobile Secure Key after these checks, please call us on 0330 355 0355. 

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.

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.
   

During the set up process we will ask for a live recording of your face so that we can compare it to the photos of your ID and confirm that it is you activating your Mobile Secure Key. This prevents a fraudster from gaining access to your accounts using a fake copy of your ID. This is a digital version of an ‘in-person’ identity check that happens at a high street branch of a bank.

Your ID photo and selfie recording will be held and protected by Triodos Bank and Fourthline, our digital identity verification partner. Please see our Terms & Conditions for more information and our Privacy Policy for how we hold and protect your data.

Do not respond to any email that asks you for information about your internet banking log in details. If you have received a suspicious email, do not respond and call our Contact Team as soon as you can during our opening hours on 0330 355 0355 to check if it is a genuine email.

Our opening hours are published on our help and support page.

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.

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

For international 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.