What forms of ID can I use to set up the Triodos Mobile Banking App?

How do I log into Internet Banking with the Triodos Mobile Banking App?

You can use the Triodos App to log in to Internet Banking by following these steps:

Go to the Triodos login page on your internet browser and select the tab called ‘Log in with mobile app’.
Open the Triodos App on a second device and tap the QR button in the corner of the login page.
Scan the QR code on your internet browser with the scanner.
Use your passcode, fingerprint or face recognition when prompted in the app.
Tap ‘confirm’ in the app and Internet Banking will automatically log in.

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I don’t want to activate the Triodos Mobile Banking App. Can I continue to use the Triodos Digipass or username/password?

How do I make a payment above £20,000?

You can request a temporary increase to your account daily payment limit in either Internet Banking or the Triodos Mobile Banking 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.

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 Triodos 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.

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Who can have the Triodos Mobile Banking App?

Why is the Triodos Mobile Banking App so secure?

While setting up your Triodos App 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 setting up the app. 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 your device. 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.

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How do I get the Triodos Mobile Banking App?

I have lost/broken my phone. How do I get into my account?

If you have another smartphone or tablet, you can download the Triodos Mobile Banking App from the App Store or Google Play and set up access on there.

If you need to purchase a replacement device, your debit card will still work in the meantime.

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 unless you have amended this in your settings).

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, FAQs & 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.

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Logging into internet banking I'm being asked for a Digipass number. I haven't been sent one - what should I do?

Can I have the Triodos Mobile Banking App on more than one device?

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:

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

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Why am I seeing an error message after allowing location sharing when setting up the Triodos Mobile Banking App?

I’ve not used online banking before. Do you offer additional support?

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.

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How can I make a temporary payment limit increase?

You will be able to make a temporary limit increase in the Triodos Mobile Banking App or via Internet Banking.

In Internet Banking:
Go to ‘Self Service', select ‘Account Settings’ then ‘Daily Limit’, here you can request the temporary payment limit change.

In the Mobile Banking App:
Go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit’.

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.

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Where can I find the app version on my device?

How do I set up the Triodos Mobile Banking App?

I am having difficulty completing my identity check when setting up the Triodos Mobile Banking App. What can I do?

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

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.
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 complete your identity check after following these tips, please call us on 0330 355 0355.

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Why do you need my selfie?

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.

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I am not receiving a verification code. What can I do?

Check the code is not in your spam or junk folder. If it is not there, you can follow these steps:

Start the process again and enter your information. Don’t use abbreviations of your name and don’t use autofill in case it incorrectly completes the fields.
Carefully check the confirmation screen, particularly your email address, before submitting.
If you still don’t receive a code, it may be because the name you entered doesn’t quite match the one we hold for you. Do you have a middle name that you didn’t include?

If you are still unable to recieve a verification code after these checks, please call us on 0330 355 0355.

What forms of ID can I use to set up the Triodos Mobile Banking App?

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