Common questions

• How secure is the mobile phone banking service? |
• I've lost my debit card or cash machine card. What should I do? |
• I have a new debit card or cash machine card. How do I update my mobile phone banking service? |
• I've lost my mobile phone - what should I do? |
• What's the difference between the full mobile phone banking service and the text-only service? |
• How do I transfer mobile phone banking to another phone? |
• Will my phone work with the full mobile phone banking service? |

How secure is the mobile phone banking service?

It has been developed with some of the world's leading banking security companies, and uses the same secure system as UK cash machines.

No bank account information is held on your mobile, and every time you want to use the service, you need to enter a passcode that you set yourself.

All the information is 256 bit encrypted; this is a very high level of security.

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I've lost my debit card or cash machine card. What should I do?

Call us on 0870 513 3550 as soon as possible. You'll also need to call MONILINK on 08000 835 677.

Lines are open 24 hours a day, and calls may be recorded. Maximum call charge from a BT landline is 8p per minute. Calls from other networks may vary.

Once we send your replacement cards, you will need to re-register for the mobile phone banking service.

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I have a new debit card or cash machine card. How do I update my mobile phone banking service?

Call MONILINK on 08000 835 677.

Lines are open 24 hours a day, and calls may be recorded. Calls cost up to 8p per minute from a BT landline.

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I've lost my mobile phone - what should I do?

You need to tell your network operator as soon as possible.

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What's the difference between the full mobile phone banking service and the text-only service?

The full service allows you to access your account details any time you like. You can view recent transactions and balances, get SMS alerts and top-up any pre-paid mobile phone. Most modern phones can use the full service.

The text-only service sends you SMS alerts when your account hits limits that you set up yourself. You'll also get a balance update once a week. All mobile phones can use the text-only service.

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How do I transfer mobile phone banking to another phone?

You'll need to login to our mobile phone banking service, download the software to your new phone and set a new password. This only applies to our full service.

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Will my phone work with the full mobile phone banking service?

Good news - if your phone has a camera and is under three years old, it will probably work with our full service.

However, if your phone doesn't work, you can always sign-up for our text-only service.

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