Keeping you safe

When we ask you to use your biometrics to approve something, we’re checking that it’s really you. You’ll be asked to face the camera, or repeat a phrase. We compare the sample you provide to the one that we have stored. If it’s a match, you’ve successfully authenticated and can carry on finishing what you were doing.

No they can’t. The biometric process is sophisticated and secure behind the scenes, so a photo or recording simply would not work.   

We have a Secure Banking Promise, that means protecting your details. We’ll encrypt and store your biometrics within a strong and secure NatWest database that no other business or individual can access.

All you need to do is download and set up the app on the new device and proceed to the biometric approval page. From there you’ll be given the option to set up biometrics on this device.

You can also set up a new or additional device so long as you've got the mobile app on it. Just follow the steps as you did the first time. 

In order to keep you secure, we check you’re using the app in the normal way, therefore it can take some time for a new mobile app registration to become eligible, depending on how often and the ways you use it.

Here are a few things that can help the app register your face biometrics.

• Choose a well-lit space and a neutral background.
• If there’s a light source in the room (like a window or lamp), face towards it.
• Keep your device upright (portrait not landscape) and out directly in front of you (about 30 cm away from your face).
• Keep your face in the frame (a blue oval will appear around your face).
• Don’t let anything cover your face, like a mask, sunglasses, hat, or your hair.

Here are a few steps that can help improve your chances of using your voice biometrics.

• Make sure you’re in a quiet area with as little background noise as possible
• Speak clearly with your usual speaking voice, saying the complete phrase
• Don’t let anything cover your mouth or muffle your voice

We know face authentication can be a bit tricky. Here are our top tips for success.

• Make sure you’re in good lighting. If there’s a light source in the room (like a window or lamp), face towards it.
• If you wear glasses, it can help to take them off while you authenticate.
• Keep your phone upright and hold it out directly in front of you (approximately 30cm/12inches away from your face).
• Keep your face in the frame (a purple oval will appear around your face).

When you come to use your voice to authenticate activity, make sure you are also in a quiet place with no background noise. Speak clearly, matching the phrase on screen. You'll only need to say the phrase once.

If this doesn’t work, you might want to remove your biometrics and re-register:

• On the app, tap your initials icon in the top corner to get to My Profile.
• Tap Settings and then Biometric approval.
• Tap Remove biometrics.

When you re-register, use the tips above to give yourself the best chance of storing a great biometric.

Linking your face and voice ensures you have an extra layer of security since it verifies two different things about you.