1. Contact us immediately on 0330 355 0355 (or if abroad on +44 (0)1179 739339) if:

• You’ve lost your card or suspect it has been stolen
• You’ve lost any of your security details or think they have been stolen
• You think someone else may be able to use your card or security details

For card related queries, we're available 24/7. For other fraud related queries, we're available 8am-6pm Mon-Fri, and 10am-4pm weekends.

2. Once you've contacted us:

• We'll ask you for all information you have about the loss or theft and may require you to report it to the police
• If you find your card after reporting it as lost or stolen do not use it. Destroy your card immediately by cutting through both the magnetic stripe and chip

3. Once you’ve let us know, you can also report it to Action Fraud – the UK’s national fraud and cyber crime reporting centre:

• Call: 0300 123 2040
• Report it online: actionfraud.police.uk
  

If you need a new digipass because the battery is low (when it displays 5%) please let us know and we will send out a replacement. You should receive this within 5 business days.

We will replace your digipass free of charge when the battery level is 5% or less. In our experience when it proactively displays “Low Battery” it will still have quite a long battery life left. You can find out the amount of battery left on your digipass by following these instructions:

If you have the older style navy blue digipass:

• Turn it on by pressing the red power button
• Press the letter “T” button five times until the display shows “TEST BATT?”
• Press the “=” sign

The display will tell you what percent of battery you have left.

If you have the green digipass:

• Turn it on by pressing the OK button on the lower right of the digipass
• Press the “>” button four times until you see “5. Info” on the screen
• Press OK
• Press the “>” button three times until it states “4. Battery level” on the screen
• Press OK

The display will tell you what percent of battery you have left.

We've produced a short online video to show you how to set up your digiass and activate your online banking. Watch the video on Youtube now, or follow the steps below:

You will need your digipass, digipass PIN and need to know your security word as you will be asked to input these characters

 When you first use your digipass you will be prompted to change your Digipass PIN to something memorable. You can do this by following these simple steps:

 Switch the digipass on by pressing “OK”

• Press button “1” on the digipass
• Enter the four-digit digipass PIN we sent you and press “OK”
• You will now be prompted to enter your own new digipass PIN, which for your security must meet the following criteria:
• It must be four digits long
• It must be different to the PIN we sent to you
• It must not be a sequence of numbers, such as “1234”
• It must not be a sequence of identical numbers, such as “2222”
• It must not be easily obtained or guessed, such as using you date of birth

Please note, if your choice of digipass PIN isn’t considered secure enough the message “Weak PIN” will be displayed on the digipass. If this happens press “OK” and you will be prompted to enter a different, more secure, PIN.

When your PIN has been changed, an eight-digit code will be displayed

To login, continue to the Triodos homepage.

Turn the digipass over and input the digipass number from the back into the ‘digipass number’ - do not include hyphens - and then press NEXT.

There is an option to tick the ‘remember my number on this computer’ checkbox so you don’t have to input this every time.

Click on green NEXT box on the bottom right of the screen.

Follow the steps on the login page to complete login.

1. Turn on the Digipass by pressing OK and then press 1
2. Enter Your Digipass PIN and press OK. You will see a One Time Passcode or OTP, on the Display
3. Enter your OTP
4. Enter you the characters shown for you unique security word

You should now have accessed your internet banking and the home screen as shown below will be displayed.

Simply go to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Login to internet banking".

All you need is your digipass, digipass PIN (which you set yourself), and details regarding the security word you set up when applying for the account.

Yes - as well as creating ad hoc UK payments you can import a file containing a batch of payments. Normally you will create this file in your accounting software.

Under the Account Management tab in Internet Banking, the Import Payments page allows you to select a file for import by browsing any of the drives accessible to your computer. Once you have selected the file, you need to authorise the import using your Digipass.

You will need to ensure that your file conforms to one of the file formats below. These files are usually produced in your accounting software.

• Import file specification - batch payment format
  
• Import file specification - BACS format (agency transactions)
  

If you’re not sure how to create an import file in either of these formats, please contact your accounting software support provider.

You can see a history of imported files, including status, in your internet banking under the Account Information tab, on the page Imported Files History.

It’s important to keep your codes and PINs secret and your digipass safe. Here are some precautions you can take:

1. Destroy any PIN notification immediately after receiving it from us
2. Never write your PIN or security details in a way that might be understood by someone else or record them on any item or in any place that might be accessed by someone else
3. Take all reasonable care to ensure that no-one sees your PIN, password or security word when you use them.
4. Avoid a PIN that is easy to guess
5. Never share your digipass
6. Keep your digipass in a safe place

We will never contact you to ask you to reveal your internet banking PIN or password and we will never send you any emails asking for your security information.

Once you have applied for an account online, and it has been opened (or once you've applied for internet banking access for an existing account) we'll send your username by email. For security reasons your unique password will be sent separately by post.  With this information you can then log in and start using Triodos internet banking. If you forget your password or username, simply call us on 0330 355 0355.

Please contact us by sending a secure message in internet banking or call us on 0330 355 0355

The digipass is our current method of logging into Internet Banking, we feel this provides a strong level of security. We are looking at future improvements that we can make to our online banking including mobile app features and or login process.

If you hold savings accounts only with Triodos you will use a username and password to log into your Internet Banking. If we are unable to match the information you have entered on our username reminder request page with the information we hold on record you will need to contact us. We will be able to send a username reminder email to your registered email address. When calling us, please have your account number and security details at hand.

You have various options for contacting Triodos to ask questions or request information. One of which is a secure messaging service which is accessed by logging in to your internet banking. You can send us a secure message and you will also receive secure messages from Triodos from time to time. When we do send you a message you will receive an e mail advising you to log in to internet banking to read it. Secure messages are responded to within our contact team opening hours of 8am - 6pm Monday to Friday, if your request is urgent please call us on 0330 335 0335.

You can change your security word by logging into internet banking, if you are having difficulty accessing your account through internet banking please contact us

In order to safeguard your personal information and money we require a three stage login process for internet banking, one of which involves the use of a digipass. This is similar to the card reader facility at some other banks and is used along with other systems to ensure your finances are kept safe. We constantly review our security measures and publish guidance on steps that can be taken to prevent fraud such as the Take 5 campaign through FFA UK.

We do not charge for digipass or issuing replacements for personal customers. Please ensure that you keep the digipass in a safe place to avoid unnecessary re-issue. Please return any old/unrequired digi passes to us at or freepost address - Freepost TRIODOS BANK - and we will recycle securely on your behalf.

If you no longer require your digipass please return to us using the freepost address - Freepost TRIODOS BANK - and we will recycle it securely for you.

Our primary feature regarding the digipass device is that of security. Our current providers VASCO have confirmed that the digipass can be recycled and if you wish to return your digipass to us if you no longer require it we will recycle it securely on your behalf.

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.

When you input the sort code and account number to make a payment, we will check that the details are valid and that the sort code will accept the type of payment you are trying to make. If we can identify that the sort code or account number are invalid you will receive an error message on the screen.

Please review the account details you have entered. You may wish to contact the payee to confirm their account details.

For customers who have savings accounts only with Triodos and are trying to access internet banking - When you log into internet banking for the first time, after changing your username and password, you should see a message asking you to log out and back in again. If you do not see this message please log out using the green link in the top right hand corner then log back in again using the new login details you chose.

If you still experience problems please contact us.