Results in FAQ's
The Mobile Secure Key is a digital key unique to you, allowing you to use your smartphone or tablet to securely log in and make payments within the Triodos Mobile Banking App and Internet Banking. Your username and password or your physical Triodos Digipass are no longer needed once your Mobile Secure Key is set up.
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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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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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Yes. The Triodos Mobile Secure Key is an easier and more secure way to log in and authorise payments. However, you can continue to use your current login and authentication method if you prefer.
If you have already activated your Mobile Secure Key your digipass will have been automatically deactivated. You can request a new digipass by calling our contact team on 0330 355 0355. Please be aware this will then deactivate your Mobile Secure Key, it is only possible to have one login method.
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Currently it is only available for Personal Current Account and personal savings customers who are set up with Internet Banking. Later in 2022, we’ll be launching the Triodos Mobile Banking App and Mobile Secure Key to all personal customers – so watch this space!
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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:
- Open the app on your other device and click ‘Reset your login’ on the login page
- When asked if you received a verification code tap ‘no’
- When asked if you have a digipass tap ‘no’
- Enter the email address you have registered with Triodos to be sent a new verification code
- 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.
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You will need to download the Triodos Mobile Banking App on another device and follow these steps:
- Open the app
- Tap ‘Reset your login’ on the login screen and then 'Continue’
- When asked if you received a verification code tap ‘no’ and a new code will be sent to the registered email address
- 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.
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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:
- Make sure you have the latest version of the app.
- Open the app.
- Log in.
- 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:
- Download it (via Google Play or App Store).
- Enter the verification code in your invite email from us and follow the instructions onscreen.
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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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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.
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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.
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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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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.
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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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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:
- 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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Results in downloads
- Triodos Current Account - key features and what you need to know26 KB, PDF
- Triodos Bank Annual Report 2016≈ 1 MB
- Triodos Bank Annual Report 2014≈ 1 MB
- Triodos Bank Annual Report 2012≈ 1 MB
- Triodos Bank Annual Report 2017≈ 1 MB
- Full scheme document (updated 8 February 2019) - Triodos Bank UK change of legal structure ≈ 1 MB
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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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