Results in FAQ's
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.
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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.
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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
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If you have another device
You will need to download the Triodos Mobile Banking App on another device and follow these steps:
- Tap ‘Reset your login’ on the login screen and then 'Continue’
- Tap 'Get started' and then 'Access my accounts'
- Choose 'Triodos Mobile Secure Key'
- 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.
- 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.
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Check your device is fully up to date by following these steps:
- 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.
- 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.
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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.
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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:
- Tap 'Get started' and then 'Access my accounts'.
- Choose 'Triodos Mobile Secure Key’.
- 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.
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The Triodos Mobile Banking App and Mobile Secure Key are available to all personal customers. It’s not currently available for business accounts.
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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:
- Download the app (via Google Play or App Store) on your second device.
- Tap 'Get started' and then 'Access my accounts'.
- Choose 'Triodos Mobile Secure Key’.
- 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.
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It’s simple and only takes about four minutes, but you’ll need your passport or driving licence and a strong internet connection.
If you already have the Triodos Mobile Banking App:
- Make sure you have the latest version of the app.
- Open the app.
- Select ‘Reset my login’.
- Tap ‘Get started’ and then ‘Access my accounts’.
- Choose ‘Triodos Mobile Secure Key’.
- Follow the on-screen instructions.
If you don’t yet have the Triodos Mobile Banking App:
- Download it (via Google Play or App Store).
- Tap 'Get started' and then 'Access my accounts'.
- Choose 'Triodos Mobile Secure Key’.
- Follow the on-screen instructions.
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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.
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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.
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Yes, you will need a smartphone or tablet that supports the latest version of the Triodos Mobile Banking App.
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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
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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.
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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.
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Results in downloads
- Triodos mobile app terms and conditions47 KB, PDF
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Opening hours (excluding bank holidays)
- Mon-Fri: 8am-6pm (Thu: 9am-6pm)
- Sat-Sun: 10am-4pm (for calls about fraud, or blocked internet access on the personal current account)
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Call us immediately - our card services team is available 24/7
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If you're an existing customer, send us a secure message through Internet Banking.