I am unable to log in to my mobile banking app, what do I do?
There are a number of reasons why you may not be able to log in to your mobile app:
Connectivity
Please check that you are connected to the internet, and that you have a good connection strength. You can try to log in again when the signal is strong.
Online Banking status
If you have recently changed your Online Banking PIN and password, you will need to register for the mobile banking app with those new details.
Passcode
Your passcode will be 5 to 8 digits in length. If you have entered an incorrect mobile banking passcode too many times, the app will have become locked.
To reset your passcode open up the app and select 'Forgotten passcode'. This will take you through re-registration and let you choose a new passcode. To do this, you will need your Online Banking login details. It will take a few minutes to enter the details and once completed, you will be able to log in to the app straight away.
Service Status
The mobile banking service is sometimes temporarily unavailable for essential maintenance or technical reasons. You can check our check our service status page (opens in a new window) to see when we'll be upgrading our services and to check if there are any issues.
If you keep getting an error message saying 'Could not logon', please delete the mobile banking app, and download the latest version of our mobile app from the App or Play store.
If you are still experiencing an issue with the app you can contact us for technical support.
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