The new ‘Feed’ feature allows you to see important notifications, view and send secure messages by clicking on ‘My messages’. This will take you back to old Internet Banking.

If we are unable to match the information you have entered on our password reset page with the information we hold on record you will need to call our Customer Contact Team on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK. We will be able to send a new password to you by post, this will be sent to your registered address. When calling us please have your account number and security details at hand.

If you are trying to log into Internet Banking for a Business account you do not need a username and password but will have a Digipass and PIN. 

Our friendly, Bristol-based Contact Team is here for you. Our opening hours are published on our help and support page. 

Phishing is a common type of internet fraud. Phishing emails are designed to appear as though they are from a legitimate source, but intend to steal personal information that can be used to access your account.

Do not respond to any email that asks for any information in relation to your internet banking log in details. If you have received a suspicious email, do not respond and call us if you need any further information.

Our opening hours are published on our help and support page. 

Once you have moved over to the new Triodos Internet Banking, you will have access to the features tour within Internet Banking. There is also more support available at www.triodos.co.uk/help/internet-banking.

Do not respond to any email that asks you for information about your internet banking log in details. If you have received a suspicious email, do not respond and call our Contact Team as soon as you can during our opening hours on 0330 355 0355 to check if it is a genuine email.

Our opening hours are published on our help and support page.

Vishing is where a fraudster uses voice messages or phone calls to try to steal identities, and financial information like your PIN, card details and Digipass code.

The term comes from the combination of ‘phishing’ and ‘voice’. Phishing is where fraudsters use email, regular phone calls and fake websites to dupe people into giving them personal details and financial information.

Vishing is specifically the use of a VOIP service (Voice Over Internet Protocol, or an internet phone service), which enables fraudsters to communicate with their potential victims via automated voice messages and the phone keypad.

Vishers can create fake caller ID profiles so that their phone number seems legitimate, and vishing requests sound urgent, to panic the victim into acting without thinking.

 Examples of vishing:

• Your bank account has been compromised
  You receive call from what appears to be Triodos Bank’s phone number. When you answer, you hear a recording pretending to be from Triodos, saying that your bank account has been compromised, and you need to call a freephone number to reset your security details. Calling this number, you would hear another automated message asking for your bank account number, Digipass code or other personal details via the phone keypad.
• You’re eligible for a loan
  You are offered loan or credit terms too good to be true (they probably are), and to receive the money, you just need to pay an upfront fee or provide your security details.
• You’re due a refund
  You receive a message that says you are due a refund. This is usually someone claiming to be from a trusted organisation. If you opt in – usually by pressing a number on your telephone - you will be redirected to a call centre agent who will attempt to defraud you or steal your information.
• Don’t miss this investment opportunity
  An automated voice message tells you about an investment opportunity too good to turn down. You’ll be encouraged to transfer money to invest in a company or service that doesn’t exist.
• You’ve won a prize
  Victims hear an automated voice message about a free offer or prize, and just need to pay postage, redemption or admin fees to claim. There’s often a deadline to hurry people into handing over their card details.

What you can do

If you receive an unexpected phone call with an automated response, hang up, search for the company’s genuine contact details online and check whether the call was legitimate. If it was, the company will be able to help you, and if it was a vishing attempt, letting the company know enables them to take action, and you will have protected yourself from fraud.

If the call relates to an investment opportunity, check the FCA register to see if the investor is regulated, and confirm the company exists by checking Companies House.

How to report a vishing scam

If you think you have been a victim of a vishing attack, call us immediately on 0330 355 0355. Then report to the FCA using their reporting form.

If you have lost money to suspected investment fraud, report it to Action Fraud on 0300 123 2040.

If you need a new digipass because the battery is low (when it displays 5%) please let us know and we will send you 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.

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 have opened a Triodos Current Account you will not have a password and username. Instead you can log into Internet Banking with the Triodos digipass.

We’re bringing Internet Banking up-to-date to be simpler and easier to use. More touch screen friendly. Easier access to your day-to-day banking needs.

Development is ongoing so you may have to go back to old Internet Banking for some features and services, we will always tell you when this will happen.

There are no changes to the way you log in with your digipass and authorise payments. And, access is still safe and secure.

All Personal and Business customers will be upgraded to the new Internet Banking in the coming weeks and will be notified a few days before this is going to happen. You won’t need to do anything.

Watch our video on the new Internet Banking to see the improvements that we have made.

Money mules are people used to help launder money, often without realising that’s what they’re doing. They help move illegitimate funds (money gained illegally) between accounts so that the money then appears to be legitimate. They may be asked to receive money into their account, then withdraw it and put it into another account, sometimes in another country. Sometimes the money mules are offered compensation or commission.

Even if money mules don’t know the money they’re transferring is fraudulent, they are still committing fraud and money laundering, and could be sentenced to time in prison or to pay a fine.

Money mules are often recruited into this activity through false job adverts, or social media posts that promote quick money-making opportunities. Sometimes they are duped by fake social media profiles that pretend to want a romantic relationship with the victim to gain their trust and affection before asking this favour or blackmailing them. This is also known as romance fraud.

Never move money between accounts you don’t know and trust, especially because someone else has asked you to, or if you don’t know where that money has come from. If you are suspicious of money laundering, call us immediately on 0330 355 0355.

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

If you want to move all your everyday banking to Triodos, it’s easy, safe, and secure with the Current Account Switch Service - what's more there is a seven-day switch guarantee. You can find out all about the service here.

Ready to switch?

Log in to Internet Banking and use the quick links in ‘Self service’ then ‘Switch current account’, which will take you to the switch form in old Internet Banking.

Watch our how-to video on switching your current account.

You can apply for Internet Banking by downloading the Internet Banking application form and returning it to us. Due to security we require a signature from you in order to give you access to Internet Banking.

If the text is from a sender you know, or from a shortcode (five to eight digits long):

• Reply ‘STOP’. You shouldn’t be charged for this, and it will let the sender know you don’t want to receive their text messages.
• If you’re unhappy about receiving the text or continue to receive them after asking the sender to stop, you can complain to the Information Commissioners Office (ICO) on 0303 123 1113 or online.

If the spoof text message (sometimes known as smishing) is from an unknown sender, or from an organisation you’re not familiar with:

• Do not reply or click on a link in the text. Responding confirms your number is active and could result in you receiving more messages or calls.
• Report the spam text to your network operator. Simply forward the text to 7726. An easy way to remember ‘7726’ is that they’re the numbers on your phone keypad that spell out the word ‘SPAM’. You may get an automated response thanking you for the report and giving you further instructions if needed, like forwarding on the number the spam text message was sent from. You won’t be charged for forwarding spam texts to 7726.
  

If you receive a call from Triodos, we’ll be happy for you to question who we are and call us back on the number published on our website, just to make sure. If you can, call us back from a different phone, as an extra safety precaution. Fraudsters can clone numbers, so it may look like the number we use to call you.

We will never call you to ask you to transfer money or for your Digipass codes, and we will never ask you to download software onto your device. If someone calls pretending to be from Triodos, and they ask you to do these things, hang up immediately and report it to us on 0330 355 0355.

All Personal and Business customers will be upgraded to the new Internet Banking in the coming weeks and will be notified a few days before this is going to happen. You won’t need to do anything. There are no changes to your account or the way you log in. Always log in via the Triodos Bank website.

Development is ongoing so you may have to go back to old Internet Banking for some features and services, we’ll always tell you when this will happen.

If you have new Internet Banking, you’ll need to go to old Internet Banking via the green ‘Go to old Internet Banking’ button in the top menu bar. Then ‘Account Information’ and ‘Standing Orders’. Here you can edit the amount or cancel.

Watch our how-to video on amending or cancelling a standing order.

You can send money from your Personal current account via Internet Banking or the Mobile App.

There are daily limits set depending on the type of payment and how you authorise the payment.

See below for the daily authorisation limits for Faster Payments and CHAPs.

Faster Payments (Free of charge)

Digipass - Up to £20,000

Mobile App passcode - Up to £250

CHAPS (£20 fee)

Digipass - Up to £50m

Mobile App passcode - Up to £250