What happens if I lose my mobile device and need to reinstall the Triodos Mobile App on a new device?

If you lose your mobile device, you can reinstall the Triodos Mobile App on a new device.

You’ll need the email address you used to open the account and your photo ID to go through identity checks.

Go to Apple’s App Store or Google Play and download the Triodos Mobile App.

Open the mobile app and follow these steps:

  1. You’ll be asked a few questions first. Answer ‘no’ to having received a verification code and ‘no’ to having a digipass.
  2. Enter the email address you used to open the account and your ID document details. If the details entered match, a verification code will be emailed to you.
  3. Enter the verification code.
  4. Follow the instructions to add your details, record your photo ID document and go through the liveness check so we can confirm your identity.
  5. Chose a mobile PIN.

The identity check usually takes a few hours, these will be done during working day office hours by so can sometimes take up to a day.

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