Yes, you can. However, you'll need to set your devices up one at a time. Once your Mobile Secure Key has been successfully activated on one device, you'll receive a confirmation email. You can then set it up on another.

Here’s how:

1. Open the app on your other device and click ‘Reset your login’ on the login page
2. When asked if you received a verification code tap ‘no’
3. When asked if you have a digipass tap ‘no’
4. Enter the email address you have registered with Triodos to be sent a new verification 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 and selfies again so we can verify it is you on a new device.

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

1. Open the app
2. Tap ‘Reset your login’ on the login screen and then 'Continue’
3. When asked if you received a verification code tap ‘no’ and a new code will be sent to the registered email address
4. 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.

As soon as the Triodos Mobile Secure Key becomes available for your account, we’ll send you an email inviting you to activate it.

It’s simple and only takes about four minutes to register, but you’ll need your passport or driving licence and a strong internet connection.

If you already have the Triodos Mobile Banking App:

1. Make sure you have the latest version of the app.
2. Open the app.
3. Log in.
4. At the top of the screen is a message highlighted in yellow - tap this message and follow the instructions.

If you don’t yet have the Triodos Mobile Banking App:

1. Download it (via Google Play or App Store).
2. Enter the verification code in your invite email from us and follow the instructions onscreen.

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. 

If you are a Personal Banking customer, using either a digipass or username and password, you can change your address and personal details via Internet Banking or the Mobile App.

To make changes in Internet Banking go to ‘Self Service’ > ‘Settings’ and you can make changes to your details here, just follow the on screen instructions. This option is not available if you are using Triodos Mobile Secure Key.

To make changes in the Mobile App go to ‘More’ > ‘Personal Information’ and you can make changes to your details here, just follow the on screen instructions.

If you have a postal account you can write to us with your old and new address details, your account number, telephone number and a signature. To register for Internet Banking for quicker access to make future changes please complete the relevant application form.

We will send you confirmation when your details are changed.

If you have the mobile app, you can delete an existing standing order and set up a new one. Go to ‘Payments’ then the ‘Upcoming’ tab. Tap on the payment and then press ‘Delete’ to remove this and all future occurrences. You can then set up a new one in the payment screen, click on the calendar icon next to the payment date to set the frequency of the payment.

If you have a digipass you can log in to Internet Banking and go back to old Internet Banking via the green ‘Go to old Internet Banking’ button. Select ‘Account Information’ and ‘Standing Orders’. Here you can edit the amount or cancel. This option is not available if you use Mobile Secure Key.

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

During the set up process we will ask for a live recording of your face so that we can compare it to the photos of 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.

Your ID photo and selfie recording will be held and protected by Triodos Bank and Fourthline, our digital identity verification partner. 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.

Watch our short video on how to make a temporary daily payment limit change in the Mobile App

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.

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.

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:

• 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

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.