Using the Mobile Secure Key is more convenient and means you and your money are better protected from fraud.

During activation, you provide a photo of your ID and a video of your face to verify it is really you - the digital equivalent of an ‘in-person’ identity check at a high street bank.

These are linked to your Mobile Secure Key and the devices you have set it up on, ensuring no one else can set up or use your Mobile Secure Key on their device.

If you have a physical digipass, the Mobile Secure Key will replace it. This means you can send your Triodos Digipass back to us for recycling, using our freepost address – simply write ‘Freepost TRIODOS BANK’ on the envelope (you do not need to attach a stamp). We have partnered with a Waste Electrical and Electronic Equipment (WEEE) Recycling Scheme and will safely recycle all digipasses.

• Related: How do I log in to IB

Yes. The Triodos App with Mobile Secure Key is an easier and more secure way to log in and authorise payments - both within the app and in Internet Banking via your desktop or laptop. If you prefer, you can continue to use your current login and authentication method.

You can send your Triodos Digipass back to us for recycling, using our freepost address – simply write ‘Freepost TRIODOS BANK’ on the envelope (you do not need to attach a stamp). We have partnered with a Waste Electrical and Electronic Equipment (WEEE) Recycling Scheme and will safely recycle all digipasses.

The Triodos Mobile Banking App and Mobile Secure Key are available to all personal customers. It’s not currently available for business accounts.

While setting up your Mobile Secure Key you provide two things:

1. Photos of your ID

To verify your identity and match the details to those we have for you. A fraudster couldn't use their own ID, as their details will not match the information we already hold. The photos you take are from different angles so we can identify fake documents and ensure no one else is attempting to access your account.

2.  A live recording of your face

To compare this to your ID, and confirm that it is you activating your Mobile Secure Key. This prevents a fraudster from gaining access to your accounts using a fake copy of your ID. This is a digital version of an ‘in-person’ identity check that happens at a high street branch of a bank.

Then you simply choose a passcode which will be linked only to the devices you have set up your Mobile Secure Key on. This means that no one else can use your passcode to get into your accounts on their device.

Your ID photo and selfie recording will be held and protected by Triodos Bank and our digital identity verification partner, Fourthline. Please see our Terms & Conditions for more information and our Privacy Policy for how we hold and protect your data.

You can request a temporary increase to your account daily payment limit in either Internet Banking or the Triodos Mobile App. You can increase your limit up to £2 million for Savings Accounts, or £3 million for the Personal Current Account. You can set your higher daily payment limit for up to seven days.

Personal Current Account Payments

When paying another account with another bank, for payments over £20,000 you will need to request a temporary payment limit increase.  Once you’ve made the request for the temporary limit increase it can take a minimum of four hours for it to take effect. CHAPS payments must be made before 2pm if they need to be received by the end of that working day. Foreign payments must be made before 1pm if they need to be sent that day, but please be aware they can take up to 10 working days to arrive. We therefore recommend you make the temporary daily limit change the day before to ensure you can make the CHAPs or foreign payment on time. You can set the maximum temporary limit increase of £3 million for up to seven days.

For payments over £250,000 : If you do not have a digipass, once you have authorised the payment in Mobile App or Internet Banking you will have to call our contact team to go through extra security checks.

As with all payments, please check the bank details you are paying to are genuine and correct before making the payment.

Savings Account Payments

If you want to make a payment for more than £20,000 you will need to request a temporary limit increase and wait a minimum of four hours before you can make the payment. You can set the temporary limit increase for up to seven days and the maximum you can pay is up to £2 million per day. Payments over £100,000 in one day will have to be made as a CHAPS payment with a fee of £20.

If you are paying more than £20,000 in one go from your Savings Account to your Personal Current Account, to then make a CHAPS payment of over £20,000 to another bank account, you will need to increase the payment limit on both of your accounts.

How to make the temporary payment limit increase

You will be able to make the temporary limit increase in the Triodos Mobile Banking App or via Internet Banking if you have a username / password or digipass.

In the Mobile App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.

In Internet Banking go to ‘Old Internet Banking’, select ‘Account Profile’ then ‘Account Settings’, here you can request the temporary payment limit change. This is not available if you are using Mobile Secure Key. 

You will need to authorise the change either by digipass, password or mobile passcode.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

It's free to download and available via the App Store and on Google Play.

To download the app you'll need a compatible smartphone or tablet - running Apple iOS 14 or higher, or Android 6.0 or higher.

The Triodos Mobile Banking App is currently not available for business accounts.

If you are not a Triodos customer yet, find an account that suits you.

If you have another device

You will need to download the Triodos Mobile Banking App on another device and follow these steps:

1. Tap ‘Reset your login’ on the login screen and then 'Continue’
2. Tap 'Get started' and then 'Access my accounts'
3. Choose 'Triodos Mobile Secure Key' 
4. Enter the email address you have registered with Triodos to be sent a verification code. See what to do if you don't receive a code. 
   
5. Follow the instructions to set up your Mobile Secure Key on the new device. You will need to submit photos of your ID document and selfies again so we can verify it is you on a new device.

If you need to purchase a replacement device

Your debit card will still work. This means you can still:

• pay for a replacement device in store (or make other purchases)
• withdraw cash from an ATM (please remember the daily withdrawal limit from any ATM is £300)

If you are struggling to manage your account or make payments while you are replacing your device, please call us to discuss how we can help you during this period.

Please call our Contact Team on 0330 355 0355 (or 0117 973 9339 if calling from outside the UK). They are available Mon – Fri 8am – 6pm (Thursdays 9am – 6pm).

If you are calling outside of these hours, you can still speak to our Cards Support at any time 24/7. Please still call the number above but when you hear the automated messages, please choose option 1 (personal current or savings accounts) and then choose option 3 (to report your card lost or stolen or to discuss a declined card transaction) which will get you through to our Cards Support.

If you are unable to call us, and you don’t have the ability to borrow a phone from a friend or family member, you can email us on [email protected] and mark your email subject as ‘Urgent’. Your email must come from the email address which is registered with us. We will endeavour to respond to your email as soon as possible. Please be aware that email contacts are not usually supported and so should not be used as a regular means to contact us.

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.

You will be able to make a temporary limit increase in the Triodos Mobile Banking App or via Internet Banking if you have a username / password or digipass.

If you are using the App with Mobile Secure Key:
In the Mobile App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.

If you are using Digipass or Username/Passcode:
In Internet Banking go to ‘Old Internet Banking’, select ‘Account Profile’ then ‘Account Settings’, here you can request the temporary payment limit change.

You will need to authorise the change either by digipass, password or mobile passcode.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

Yes, you can. However, you'll need to set your devices up one at a time. Once you have successfully set up the Triodos App on one device, you'll receive a confirmation email. You can then set it up on another.

Here’s how:

1. Download the app (via Google Play or App Store) on your second device.
2. Tap 'Get started' and then 'Access my accounts'.
3. Choose 'Triodos Mobile Secure Key’.
4. Follow the instructions to set up your Mobile Secure Key on the new device. You will need to submit your selfie again so we can verify it is you on a new device.
   

The Mobile Secure Key sits within the Triodos Mobile Banking App. It’s a digital key that’s unique to you, allowing you to use your smartphone to securely log in to the app and Internet Banking and authorise payments. If you still use a username and password or physical Triodos digipass, these will be automatically deactivated once your Mobile Secure Key is set up.

Google Play services are required to activate the Mobile Secure Key on Android devices, so if your device uses MicroG libraries instead then unfortunately it will not be compatible. If you do not use MicroG and are experiencing this issue, then please call us on 0330 3550 355.

We have partnered with digital inclusion charity Citizens Online to offer a free telephone support service to all customers who would like to know more about setting up and using the Triodos Mobile Banking App, as well as using Internet Banking on a laptop or desktop. To speak to one of the Citizens Online team, call their freephone number 0808 196 5883 anytime to arrange a call back from a dedicated Digital Champion. You'll be asked to leave a message including:

• your name and confirmation that you are a Triodos Bank UK customer
• a contact telephone number (landline or mobile)
• when is a convenient time for them to call you back in the next working day.

Remember: employees at Triodos Bank and Citizens Online will never ask you for your digipass details or your username and password.

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

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

Open the mobile app and follow these steps:

1. Tap 'Get started' and then 'Access my accounts'.
2. Choose 'Triodos Mobile Secure Key’.
3. Follow the instructions to set up your Mobile Secure Key on the new device. You will need to submit your selfie again so we can verify it is you on a new device.
   

You can use your app to log in to Internet Banking by following these steps:

1. Go to the Triodos login page on your desktop internet browser and select the tab called ‘Log in with mobile app’.
2. Open your Triodos Mobile Banking App and tap the QR button in the corner of the login page.
3. Scan the QR code on your desktop browser with the scanner.
4. Use your passcode, fingerprint or face recognition when prompted in your app.
5. Tap ‘confirm’ in your app and your Internet Banking will automatically log in.

Yes, you will need a smartphone or tablet that supports the latest version of the Triodos Mobile Banking App.

Acceptable forms of ID vary depending on the issuing country of the documents. If your ID was issued in the United Kingdom we can accept a passport, residence permit or driving licence. The list below outlines what ID can be used when it was issued from another country.

Argentina:

• Passport

Australia:

• Passport

Austria:

• Passport

Belgium:

• Passport
• ID Card

Brazil:

• Passport

Bulgaria:

• Passport
• ID Card

Canada:

• Passport

China (mainland, not including Macao):

• Passport

Croatia:

• Passport
• ID Card

Cyprus:

• Passport

Czech Republic:

• Passport
• ID Card

Denmark:

• Passport

Estonia:

• Passport

Finland:

• Passport
• ID Card

France:

• Passport
• ID Card

Germany:

• Passport
• ID Card

Greece:

• Passport
• ID Card

Hong Kong (CHN):

• Passport

Hungary:

• Passport
• ID Card

Iceland:

• Passport

India:

• Passport

Ireland (Republic of):

• Passport
• ID Card

Italy:

• Passport
• ID Card

Japan:

• Passport

Latvia:

• Passport
• ID Card

Liechtenstein:

• Passport
• ID Card

Luxembourg:

• Passport
• ID Card

Malta:

• Passport
• ID Card

Mauritius:

• Passport

Mexico:

• Passport

Netherlands:

• Passport
• ID Card

New Zealand:

• Passport

Norway:

• Passport

Peru:

• Passport

Poland:

• Passport
• ID Card

Portugal:

• Passport
• ID Card

Romania:

• Passport
• ID Card

Russia:

• Passport

Singapore:

• Passport

Slovakia:

• Passport

Slovenia:

• Passport
• ID Card

South Africa:

• Passport

South Korea:

• Passport

Spain:

• Passport
• ID Card

Sweden:

• Passport
• ID Card

Switzerland:

• Passport
• ID Card

Taiwan:

• Passport

Turkey:

• Passport

United Kingdom:

• Passport
• Residence Permit
• Driving Licence

United States of America:

• Passport

During activation we will ask for photos of your ID and a recording of your face to verify your identity - a digital version of an ‘in-person’ identity check that happens at a high street branch of a bank. This is used to create your unique digital key that sits within your Triodos Mobile Banking App and is linked to your activated device. This means that only you can log in to your accounts using a passcode or your biometrics.

Check your device is fully up to date by following these steps:

1. Check you have the latest version of the Triodos Mobile Banking App by going to the App Store or Google Play and tapping ‘update’ if available.
   
2. Check you have the latest version of your device’s operating system by following these steps:

• iPhone: Settings > General > Software update
• Android: Settings > System > System update.

If you are struggling to take the photos of your ID, here are some tips:

• Find a bright area, without getting the reflection of a light on your ID
• Place your ID flat on a surface
• If you are using your passport and need to pin it open, do so on the very corner so you are not hiding any information, including the two lines of code at the bottom
• Ensure the whole of the ID is within the frame (it does not have to fit exactly and the surface behind it can be included), and that no part of is covered by a shadow or anything else.

You’ll be shown the photos you took before you move on. Check them carefully to ensure they are:

• Not blurry
• Not so dark or bright that you cannot clearly read the information
• Not covered in any part
• Fully within the frame.

If you are struggling to take the recording of your face, here are some tips:

• Stand against a blank background with no faces (real or photos) behind you and look directly at the camera
• Ensure your face is fully within the frame and the photo will take automatically. If it doesn’t, try moving your phone slightly back
• When instructed, keep your phone still and slowly turn your head to each side.
  

You can then check your photo to ensure it is:

• Sharp
• Well lit
• Capturing your whole face.

If you need to, you can re-take them all by clicking ‘Scan again’.

If you are unable to activate your Mobile Secure Key after these checks, please call us on 0330 355 0355.