FAQs
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.
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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.
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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.
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Did you know you can now replace your digipass with the Triodos Mobile Banking App? Find out how.
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.
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Please contact us by sending a secure message in internet banking or call us on 0330 355 0355
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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.
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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.
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Start by going to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Log in" to Internet Banking.
If you have set up the Triodos App, you can log into Internet Banking using the app’s QR scanner on a second device. You can find more information on how this works here.
If you’re a Current Account customer and you do not use the Triodos App you will need your digipass and PIN, and details regarding the security word you set up when applying for the account.
If you’re a Personal Savings or Investments customer and do not use the Triodos App, you will need your username and password.
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We've produced a short online video to show you how to set up your digipass and activate your online banking. Watch the video on Youtube now, or follow the steps below.
You can also sign into online banking using the Triodos Mobile Banking App, find out how to here.
To get started, you will need your digipass, the pin for your digipass and your security word. When you first use it 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”
- Then press button “1”
- 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 and different to the PIN we sent to you
- It must not be sequential or identical numbers, such as “1234” or “2222”
- It must not be easily obtained or guessed, such as using your date of birth
- Please note, if your choice of digipass PIN isn’t considered secure enough the message “Weak PIN” will be displayed. If this happens press “OK” and you will be prompted to enter a different, more secure, PIN.
When your PIN has been changed successfully, an eight-digit code will be displayed.
To login to internet banking, continue to the Triodos homepage. Instructions on how to login are here.
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The digipass is one of our current methods of logging in to Internet Banking, as we feel this provides a strong level of security. We have now introduced the ability to log in to Internet Banking and to authorise payments in Internet Banking using the Triodos Mobile Banking App. You can find out more about how to do both of those things, here.
Currently the Triodos Mobile Banking App is only available for Personal Current Account customers, or Online Saver and Online Saver Plus customers that have opened an account using the Mobile App. But over the coming months we will be rolling it out to all Personal Savings and Investments customers. If you are not a Triodos Current Account customer yet, you can apply here.
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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.
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Your digipass requires the use of a 4 digit PIN. When the PIN is entered incorrectly multiple times, it will become locked and will provide you with a lock code. If you receive a lock code on your digipass, please call us with your account number, security details, and digipass to hand. We will be able to help you unlock your digipass and log into internet banking. Our phone number is 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) and phone lines are open Monday to Friday, 8.00am - 6.00pm.
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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.