Let's get you back online.

If you're having any problems accessing your accounts through Internet Banking, or one of our apps, here are a few things you can do to get yourself get back up and running.

If they don't work and you still have problems, give us a call or pop into a branch.

Internet Banking and Business Internet Banking

Logging in

Why can't I log in?

First of all, make sure you're on the right login page:

For personal accounts, go to tsb.co.uk and click 'Log in'.
For business accounts, go to tsb.co.uk/business and click 'Log in'.

It's easy to check if you're in the right place. Just look at the top right hand corner of the web page and you'll see either Personal Banking or Business Banking highlighted.

To log in to either Personal or Business Banking, you'll need three things:

  • Your user ID
  • Your password
  • Three characters from your memorable information

If you're at the right login page and entering the correct details, but still can't get to your accounts, you'll probably need to reset your login details.

Resetting your logging details

How do I reset login details?
First, go to the right login page for your accounts.

For personal accounts, go to tsb.co.uk and click 'Log in'.
For business accounts, go to tsb.co.uk/business and click 'Log in'.

Then click 'Having trouble logging in?'.

Enter the details you're asked for - your user ID, first name, surname and date of birth.

Then choose whether you want to reset your password, or both your password and memorable information. Just to be safe, we'd recommend both.

Choose which of your phone numbers you'd like us to send a One-Time Password (OTP) to. For UK mobile numbers we'll send a text. For most other numbers we'll give you a call.

Enter the OTP on screen when asked to. Your details should then be reset and you're ready to log in.

If you still get stuck, give our Internet Banking team a call on 0345 835 3844.

I haven't received a One Time Password (OTP) when I tried to rest my login details.
Give it a couple of minutes for your OTP to arrive. If nothing comes through, you can choose 'Previous' on screen and try sending yourself an OTP again.

If you're still having difficulties, or have an international number, please call the Internet Banking helpdesk on 0345 835 3844.

Why is my phone number greyed out when I'm trying to reset my login details?
If you've updated your phone number in the last 48 hours, it will be greyed out. This is normal while we carry out our security checks.

Please wait for the 48 hours to pass before trying to reset your login details. If you already have another phone number registered to your account, you can use that.

If you haven't changed your phone number recently, please call the Internet Banking helpdesk on 0345 835 3844.

I'm registered for both Personal and Business Internet Banking, but can't log in to either.
You'll need to reset your login details twice - once for your Personal Banking and again for Business Banking.

First, follow the steps shown above in 'How do I reset my login details?' for your Personal Banking. Once you've done this you'll have chosen new login details.

Next, follow exactly the same steps for your Business Banking. IMPORTANT: Once you've chosen your new Business Banking login details, you'll always need to use these whenever you want to log in to either your Personal or Business Banking.

If you get stuck, call the Internet Banking helpdesk on 0345 835 3844.

When trying to register for Internet Banking, I see a message that says, "Sorry, we can't identify you from the information that you've given. Please check and try again."
Make sure you're entering your details how they appear on your account, including your full name. For instance, 'Christopher' rather than 'Chris'.

If you're sure you've entered all your information correctly, please call the Internet Banking helpdesk on 0345 835 3844.

Why is my phone number greyed out when I'm trying to make a payment?
If you've updated your phone number in the last 48 hours, it will be greyed out. This is normal while we carry out our security checks.

Once the 48 hours have passed, you can try making the payment again. Or, if you already have another phone number registered to your account, you can use that.

Mobile App

We’re really sorry that some of our customers experienced temporary issues with our mobile banking app over the weekend (14/7). This issue has now been fixed and our services are working as normal. If you have any further issues, to try and resolve your problems as quickly as possible, we recommend that you;

  • check in the Google Play and App store that you’re on the latest version of the app, if you are;
  • fully close your app and restart it, if not fixed;
  • uninstall and reinstall the new version of the app.

If you’re still having problems, please complete the form below.

I can't set up Touch ID, Face ID or fingerprint recognition.
If your device supports it, you should be able to set this up - either when you first enrol your device or by going to the app settings.

If you're still having problems, please fill in our feedback form here and we’ll be in touch.

Remember, you can still use your memorable information to log in to the app.

Resetting your login details

How do I reset my login details?
To reset your details, enter the app and choose 'Forgotten your login details'.

Choose 'Reset login details' and then enter the information you're asked for - your user ID, first name, surname and date of birth.

Choose a new password and memorable information. You'll need to enter both twice.

Choose which of your phone numbers you'd like us to send a One-Time Password (OTP) to. For UK mobile numbers we'll send a text. For most other numbers we'll give you a call.

Enter the OTP on screen when asked to. You should then be reset and ready to log in.

Payments

What can I do if I'm seeing an error message?
If you're seeing an error message when trying to make a Faster Payment, you can try to make the payment again, unless you've been asked to check back later. Don't worry, money won't be taken from your account unless the payment is made successfully.

Phone numbers

My phone number is greyed out.
If you've updated your phone number in the last 48 hours, it will be greyed out. This is normal while we carry out our security checks.

Please wait until the 48 hours have passed before trying to use it for anything in Internet Banking. If you already have another phone number registered to your account, you can use that.

If you haven't changed your phone number and are having issues, or need to do something before the 48 hours have passed, please call the Internet Banking helpdesk on 0345 835 3844.

Business Banking Authentication App

I'm unsure about how to use the Authentication App.
You'll find lots of helpful information at tsb.co.uk/authapp - including a two-minute video on how the app works, what it does and how to set it up.

If you're still stuck and need help, please fill in our feedback form here and we’ll be in touch.

If you need to make an urgent payment, give our Business Banking Centre team a call on 0345 835 3858.

The app has reset and is asking me for my user ID and activation code.
Updating your app to the latest version will fix this. Go to your device's app store and update your app. If you're still having problems, please fill in our feedback form here and we’ll be in touch.

I can't set up Touch ID, Face ID or fingerprint recognition.
At the moment you can't set up Touch ID, Face ID or fingerprint recognition, but you can still use your memorable information with the app.

What should I do if I'm seeing a 'something's gone wrong' message?
Try fully closing down the app and reopening it. If the message still appears, try uninstalling the app, then reinstall it and follow the set-up instructions on screen.

I can't see my balance or transactions in the app?
Don't worry, nothing's missing. This app is just for authenticating transactions, such as setting up new people you want to make payments to.

We're working on a full business banking app which will let you see things like your balance and transactions. It should be up and running later this year - we'll let you know when it's ready.

Call

Call

Bank over the phone 24/7 using our automated service - call 03459 758 758.

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