FAQs - a few app questions

We’ve pulled together some questions and answers about our new app, what devices it works on and what it can and can’t do. You’ll find FAQs about how the new features work within the app itself.
This isn't an update to the existing TSB Mobile Banking app. We've worked with our customers and listened to feedback left in app stores and built a brand new app from scratch. We're launching it slowly so everyone understands what the new app does instead of receiving an automatic update and logging in to an unfamiliar looking app.
 
The new app will be available in the App Store and Google Play alongside the older app. We've added a handy pink ‘new’ flash to the app icon to help you tell which is which!
New app logo

 You can now:

  • login using your fingerprint (if your phone has this feature)
  • manage standing orders and cancel direct debits
  • use our currency converter to see how much it'll cost you to use your card(s) abroad
  • see your pending transactions and
  • book an appointment with a TSB mortgage advisor.

This is all in addition to the usual stuff, like checking your balance and past transactions, making quick payments and transfers and finding your local TSB branch.

You won't be able to apply for an ISA, eSavings account or loan in the app just yet. But you can apply for any of these by visiting tsb.co.uk from your mobile.
Absolutely! We’re hoping to add new features regularly and are listening for your feedback to pass on to our developers.
 
Soon we’ll be adding the ability to manage your overdraft in the app, as well as making it clearer what your available balance is.
Not quite yet, but we’re working on it and should have this feature ready soon.
To sign in to the new app, you'll need to login with the user ID, password and memorable information you use when accessing Internet Banking. If you've forgotten any of these details you can recover your User ID and your password and memorable information before trying to use the app.
Your memorable information provides an extra layer of security to prevent anyone else from signing into your account. You'll have been asked to set this up when you logged in to Internet Banking for the first time.
We don't usually ask you for all of your memorable information (you'll usually log in using three characters) but if you want to register to login to the new app using a fingerprint, we'll ask you to confirm your memorable information in full after you’ve logged in.
Our Internet Banking terms and conditions cover use of our mobile app. These will be shown to you when you download the app, but you can also read them  or download a copy from our website.
The new app works with Android 4.1 and above. To find out what version of Android your phone is running, open your app drawer, tap Settings, then About phone and scroll down until you find details of the Android version. To use your fingerprint to sign in to the app, you'll need a device running Android 5 (Lollipop) or above with a fingerprint sensor. If you don't know whether or not your phone has that capability, go to your Settings again, tap Security and see if you have a Fingerprint Manager option. If you do, your handset should support fingerprint login.
The new app works with iOS 8.1 and above. To find out what version of iOS your phone is running, tap on Settings, then General, About and look for the number under Version. Touch ID (that allows you to login to the app using your fingerprint) is currently available on iPhone 5s, iPhone 6, iPhone 6s, iPhone 6s Plus, iPhone SE, iPhone 7 and iPhone 7 Plus.
Our iOS app will work on iPad, but there's not an iPad-optimised app available at the moment.
We’re not planning to develop versions of our new app for these operating systems at the moment. But Windows Phone and BlackBerry users can access their accounts by visiting tsb.co.uk on their devices. Find out more about mobile banking using your phone’s browser.
You can download the app and access your account on as many devices as you like!
When a device is jailbroken or rooted, safeguards built into the underlying operating system are overridden and could leave the device more vulnerable to attack by things like malware, putting your data at risk. For this reason, we don't allow our app to run on rooted or jailbroken devices.
When you're making a payment to someone you've not paid before, we'll need to verify that it's you making the request. To do this, we'll give you a quick automated call and ask you to confirm a four digit number, as we do when you set up a payment using Internet Banking on a desktop computer. Our guide to receiving a validation call shows how it works.
Well spotted - but it’s nothing to worry about. Our new app’s been issued under a slightly different developer name. This is due to the way the Play Store works and the fact that our old app was linked to our old parent company – this one is all new and all TSB! The old app developed under the name TSB Bank Plc and the new one shown as by TSB Bank plc. are both official TSB apps.
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