It's free to download and available via the App Store and on Google Play.

To download the app you'll need a compatible smartphone or tablet - running Apple iOS 14 or higher, or Android 6.0 or higher.

The Triodos Mobile Banking App is currently not available for business accounts.

If you are not a Triodos customer yet, find an account that suits you.

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.

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.

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.

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.

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.

Apple IOS

Settings > General > (Device) Storage > search ‘Triodos Bank’ here you’ll find what version you have on device

Android

Device settings > Tap ‘Apps’ or ‘Application Manager’ search for ‘Triodos Bank’ tap on the app to see the app info page

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

It’s simple and only takes about four minutes, but you’ll need your passport or driving licence and a strong internet connection.

1. Download the Triodos Mobile Banking App via Google Play or App Store.
2. Tap 'Get started' and then 'Access my accounts'.
3. Follow the on-screen instructions.

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

1. 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.
2. Carefully check the confirmation screen, particularly your email address, before submitting.
3. 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.

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.