FAQs – A Few Mobile Banking App questions

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 your fingerprint (if you have this feature on your phone)
  • apply for an eSavings account
  • set up and manage your standing orders
  • cancel your Direct Debits
  • identify payments quickly with merchant logo

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.

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), email address and marketing preferences instantly on the app. Simply log in and tap the three lines in the top-left corner to open the menu. Then tap the settings icon and choose "Your personal settings".

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

Money in this month is how much money has come into your account from the 1st of the month. Money out this month is how much has been debited from your account from the 1st of the month.

Tap anywhere on your account overview screen to get to your account transactions screen, tap the three dots in the top-right corner, and then tap “Current overdraft limit” at the bottom of the screen.

Tap anywhere on your account overview screen to get to your account transactions screen, then swipe the transactions area to the left until you find standing orders.

Tap anywhere on your account overview screen to get to your account transactions screen, then swipe the transactions area to the left until you find standing orders. Tap the “Set up a standing order” button above and add the relevant details.

Quick tip: If you want to set up a standing order to one of your other TSB accounts, you will find them under "My TSB accounts".

Tap anywhere on your account overview screen to get to your account transactions screen, then swipe the transactions area to the left until you find standing orders. Tap the standing order you want to change, then tap the “Change” button.

Quick tip: You can change the amount, date and frequency of the standing order. You can’t change the recipient or the account you want to send it from. You will need to delete the standing order and set up a new one.

Tap anywhere on your account overview screen to get to your account transactions screen, then swipe the transactions area to the left until you find Direct Debits.

To make changes to a Direct Debit you'll need to contact the company you're paying. If the amount or payment date of a Direct Debit changes, the company concerned should let you know in advance of the payment being made, normally about 10 working days.

Tap anywhere on your account overview screen to get to your account transactions screen, then swipe the transactions area to the left until you find Direct Debits.

Choose the Direct Debit you would like to cancel, then tap the “Cancel Direct Debit” button.

You should also get in touch with the company to make sure they won’t take any more payments from you.

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.

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.

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 4 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.

Tap anywhere on the screen to get to your transactions screen, then tap the three dots in the top-right corner. The details will appear below.

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.

You should call Customer Services immediately on 0800 015 0030 or if you are calling from abroad, call 0207 481 2567.

Tap the three lines in the top-left corner to open the menu, then tap the settings icon at the top, choose “Enrolment settings” and follow the instructions.

If you’re just changing your number but keeping the same phone, you can use the app as normal. But you should remember to change your number in "Your personal details" under "Settings". We need your new number 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 change your phone, you’ll just need to download and install the app again, and register your phone.

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.

Yes, you can download and register the app on up to 5 Apple iOS and Android devices. On other mobile devices including Blackberry and Windows, you can access Mobile Banking through the phone’s browser.

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.

If you want to make a complaint – whatever it’s about – simply get in touch and we’ll look into your concerns. There are different ways you can do this, detailed on our website site. For all the options available, see http://www.tsb.co.uk/help/complaints.

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).

Visit

Visit

Find your nearest branch or cash machine using our Branch Locator tool.

Find branches