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.

If you are a personal customer and you only hold savings accounts with Triodos - you will have been provided with a username and password for logging into internet banking. If you came to a page which asked for a Digipass number, you were on the ‘Business Banking’ login page. When on the Internet Banking login page, if you click on the ‘Personal Banking’ tab located next to the ‘Business Banking’ tab, you will be asked for your username and password.

If you do not know your internet banking username or password you can reset your internet banking login details.

If you hold a personal current account with Triodos and you havent received a digipass or have lost your digipass please contact us on 0330 355 0355.

If you are a business customer and have requested a Digipass that hasn’t arrived or you have lost a digipass please contact us.

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) 0117 973 9339. 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. There are separate log in screens for business and personal customers so please ensure that you have clicked on the Business tab after you have clicked the Internet Banking login button.

We're available to take your call between 10:00am-5:00pm on Mondays, 9:00am-5:00pm Tuesday to Friday. At any other time you can request a call back using our automated system. We will do our best to call you back at the time requested but can’t guarantee that it will be at the exact time requested.

If you lose your connection after authorising a normal payment it will still be processed as normal - use the transaction history option to check the status of your payments. If the payment is not shown on one of these pages then it is still awaiting authorisation. If you lose your connection before authorisation they try logging back in and check the status of your payments. If you are unsure then please call the helpdesk. If you lose your connection after making an international payment, faster payment or urgent payment, please contact the helpdesk (call on 0330 355 0355 or alternatively you can email: internetbanking@triodos.co.uk) who will confirm if the payment has been successfully authorised or not.

A security word is a word chosen by you to help us verify your identity when you phone us or at any other time when we need to validate that it is you asking us for information or to do something on your account(s) . The security word is a memorable word chosen by you and can be anything you want. You will have provided this either as part of an online or paper application, on a form you’ve sent us by post or you may have set or changed it when you were logged into your internet banking. For example it could be a memorable name or place or something that means something to you. For additional security we do not provide any guidance on what this word should be.