Mobile banking app FAQs

We’ve pulled together our most popular questions and answers about our mobile banking app. Find out what the app can do including how common features work and how to manage your payments.

You can now:

  • Log in using Face ID and Touch ID (if you have these features on your phone)
  • Apply for new TSB products anytime, anywhere
  • Set up and manage your standing orders
  • Cancel your Direct Debits
  • Identify payments quickly with merchant logos
  • Report lost and stolen cards
  • Order a new PIN
  • Order a PIN reminder
  • Replace any damaged card
  • Make saving easy with ‘Save the Pennies
  • Rename accounts
  • Book an appointment with a 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 nearest TSB branches.

See how Internet Banking compares to our mobile banking app.

Go to the mobile banking app and tap 'having trouble logging in’ and follow the instructions on screen.
 

Simply log in to your mobile banking app and tap the three blue dots on the right side of your account.

Then tap ‘Standing orders’, and choose ‘Set up a standing order’. 

If you already have a standing order, then tap on the existing standing order and select ‘amend standing order’ or ‘cancel standing order’.

Simply log in to your mobile banking app and tap the three blue dots on the right side of  your account.

Then tap ‘Direct Debits’, you’ll find all your existing Direct Debits. 

To make changes to a Direct Debit you’ll need to contact the company you’re paying. Please give at least 10 working days advance notice before the due date.

To cancel, tap on the Direct Debit and select ‘Cancel Direct Debit’.

Simply log in to your mobile banking app and tap the three blue dots on the right side of your account, tap ‘Move money’ and follow the steps on the screen.
 

On your account overview screen, tap on the “Move money” button (you can choose a different account to pay from by swiping to the left on your account overview screen). Then tap “To” where you can choose an existing recipient or add a new one.

When you add a new recipient, you can choose to pay them by using their account details. Or, if they are set up with Paym, you can pay them by using just their phone number.

When you first log in to the app your account’s overview screen will be displayed. This shows your balance and some other information about your account. For example, for your current account, you’ll see how much money has gone in and out of your account that month. Or for your savings account, you’ll see the interest rate. Tap anywhere on the screen to get to your transactions screen. From here you can also get to your Direct Debits and standing orders.

You can update your phone number(s), and email address instantly on the mobile banking app. Simply log in and tap the three blue lines in the top-left corner to open the menu. Then tap ‘Settings’, choose ‘Personal Details’ and follow the instructions.

For security reasons, you will have to visit a branch to change your name or address.

If you have an arranged overdraft, you can see how much of it is left. Simply log in to the mobile banking app, and you will see your ‘Overdraft remaining’ on your account overview page.  

It’s straightforward to register and will only take you a few minutes using your mobile phone number you have within Internet or Mobile Banking.

You will need to log in to the app and make sure you have a UK mobile number in your personal details. Tap the three lines in the top-left corner to open the menu. Then tap the settings icon, choose “Pay a Contact” and follow the steps to link your phone number with an account. Once you've registered, you're ready to receive payments.

To send payments to your contacts, you don't need to register. As long as you have your mobile phone number and you are registered, you can start sending payments straightaway.

First, you will need to set up a new recipient with your credit card details (the account number and sort code, and your long card number which you’ll need to use as the payment reference). To do this, choose the account you would like to make the payment from and tap on the “Move money” button. Then tap “To” where you can add a new recipient. You’ll only need to do this once for each card you hold. Once you’ve done that, you can make payments to your credit card(s) the same way you make payments to people or companies.

Any Pending transactions (including pending contactless payments) are not deducted from your balance.

Pending debit card transactions are transactions that have been authorised for payment but which haven’t yet been taken from your account. Cheques being processed are cheques paid in which are not yet available to spend. 

To view pending transactions, simply log in to mobile app, tap on the account you want to see the pending transactions for, choose ‘Pending Transactions’.

Contactless payments are handled differently to most debit card transactions and this can mean a delay in them reaching TSB. Because the payment is not always sent immediately by the retailer, please bear in mind it might not be updated in your balance straight away. It can take up to four days or sometimes longer for the payment to show and be debited from your account; this depends on when we receive the details from the retailer.

After logging into the mobile banking app, find your account on the dashboard. 

Tap the three dots and then select ‘Manage account details'. Your sort code and account number will appear on the next screen. 

Quick tip: Tap the copy icon next to these to copy these details to your clipboard. 

You can then paste the details anywhere else on your device, like in an email or a text. 

Remember to never share your sensitive financial information and keep it protected

In the app select ‘Manage cards and PINs’ in the main menu, then choose the card you want to report lost or stolen and follow the instructions.  

Log into your mobile banking app and tap the three lines in the top-left corner to open the menu, then tap the settings icon at the bottom. From the 'Device settings' section, you can change your login settings.

If you’re only changing your number but keeping the same phone, you can use the mobile banking app as normal. 

But remember to change your number in “Personal Details" under "Settings“, as we’ll need it for security authentication, like when you set up a new recipient.

It can sometimes take a few days before you can use your new number to make online payments. 

If you're also changing phones, then you'll need to register the mobile banking app on your new device.

Download our Mobile Banking app for iOS Download our Mobile Banking app for Android

We don’t charge you for Mobile Banking but your network operator may charge you for certain services (such as downloading or using the app) so please check with them.

Yes, you can use this service with a Wi-Fi connection.

Personal banking customers can register as many devices as they like to their mobile banking app.

Business banking customers can register up to five devices to the business mobile banking app. 

Only someone who knows your memorable information can log in to your account. So, you mustn’t store this information on your mobile.

If you enable Touch ID or fingerprint login, no one will be able to log in to your account because they will need your fingerprint to do so.

We take your online safety seriously and that’s why we use state of the art anti-fraud systems to identify unusual activity. We also give you peace of mind with our online fraud guarantee. If you’re a victim of fraud, we guarantee you won’t lose any money from your account, and will always be reimbursed in full. There are also steps you can take to help ensure your accounts remain safe and secure:

  • Never share your login details with anybody.
  • Never respond to emails that ask you to supply your login details. These are known as phishing emails. We would never email you asking you to supply your login details.
  • Use your mobile phone’s security lock or passcode.
  • Switch off Bluetooth when not in use.
  • Don’t accept or open any applications or messages from unknown senders.
  • Check what software your mobile device provider offers to protect you from online viruses and other hazards.
  • Treat the security of your device as you would that of a personal computer.

It’s not possible to use the app if you disable cookies. The app needs to use certain cookies and tokens in order to function correctly and securely. The app may also display services or features from our main website which have their own cookies. See http://www.tsb.co.uk/cookies on our website for more info about our cookies and the policies that cover them.

For iOS mobile phones you can change your font size by selecting Settings -> General -> Accessibility -> Large text and then choosing the size you want.

For Android mobile phones, go to Settings-> Display-> Font Size and you will see a menu that you can pick the size you want from.

Once you have selected the size that you would like, the app text will be displayed in that font size.

You should be able to view all of your accounts on the app. When you’re on your account overview screen, swipe the screen left or right to find your other accounts. If you still can’t find them, please call our helpdesk on 0345 835 3844 (0203 284 1577 from overseas), between 7am-10pm from Monday to Friday, or between 8am-6pm at weekends and one of our Partners will be able to help you. Textphone users who have a hearing or speech impairment can call us on 0345 835 3840 (01733 286 351 from overseas).

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