I have activated the Triodos Mobile Secure Key and have lost/broken my phone. How do I get into my account?

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.

Related FAQs

Related how-to guides

How to check that a website is genuine

The 7-day switch process

How to check that an email from Triodos Bank is genuine

How to report fraud

How to update your account and personal details

Related downloads

Find what you were looking for?

Search our help and support section for more

Go to help and support