If you have another smartphone or tablet, you can download the Triodos Mobile Banking App from the App Store or Google Play and set up access on there.

If you need to purchase a replacement device, your debit card will still work in the meantime.

This means you can still:

• pay for a replacement device in store (or make other purchases)
• withdraw cash from an ATM (please remember the daily withdrawal limit from any ATM is £300 unless you have amended this in your settings).

If you are struggling to manage your account or make payments while you are replacing your device, please call us to discuss how we can help you during this period.

Please refer to our Contact, FAQs & Help page, or call us on 0330 355 0355 or +44 (0)117 973 9339 if you are not in the UK.

If you are calling outside of these hours, you can still speak to our card services at any time 24/7.

If you are unable to call us, and you don’t have the ability to borrow a phone from a friend or family member, you can email us on [email protected] and mark your email subject as ‘Urgent’. Your email must come from the email address which is registered with us. We will endeavour to respond to your email as soon as possible. Please be aware that email contacts are not usually supported and so should not be used as a regular means to contact us.

Yes, you can. Once you have successfully set up the Triodos App on one device, you'll receive a confirmation email. You can then set it up on another in minutes by using the app on your first device. You won’t need to resubmit your ID and selfie.

Here’s how:

1. With your first device to hand, download the app (via Google Play or App Store) on your second device.
2. Tap 'Get started' and then 'Access my accounts'.
3. Choose 'I have the app on another device’.
4. Follow the on-screen instructions.

Google Play services are required to activate the Mobile Secure Key on Android devices, so if your device uses MicroG libraries instead then unfortunately it will not be compatible. If you do not use MicroG and are experiencing this issue, then please call us on 0330 3550 355.

You can request a temporary increase to your account daily payment limit in either Internet Banking or the Triodos Mobile Banking App. You can increase your limit up to £2 million for Savings Accounts, or £3 million for the Personal Current Account. You can set your higher daily payment limit for up to seven days.

Personal Current Account Payments

When paying another account with another bank, for payments over £20,000 you will need to request a temporary payment limit increase. Once you’ve made the request for the temporary limit increase it can take a minimum of four hours for it to take effect. CHAPS payments must be made before 2pm if they need to be received by the end of that working day. Foreign payments must be made before 1pm if they need to be sent that day, but please be aware they can take up to 10 working days to arrive. We therefore recommend you make the temporary daily limit change the day before to ensure you can make the CHAPS or foreign payment on time. You can set the maximum temporary limit increase of £3 million for up to seven days.

As with all payments, please check the bank details you are paying to are genuine and correct before making the payment.

Savings Account Payments

If you want to make a payment for more than £20,000 you will need to request a temporary limit increase and wait a minimum of four hours before you can make the payment. You can set the temporary limit increase for up to seven days and the maximum you can pay is up to £2 million per day. Payments over £100,000 in one day will have to be made as a CHAPS payment with a fee of £20.

If you are paying more than £20,000 in one go from your Savings Account to your Personal Current Account, to then make a CHAPS payment of over £20,000 to another bank account, you will need to increase the payment limit on both of your accounts.

How to make the temporary payment limit increase

You will be able to make the temporary limit increase in the Triodos Mobile Banking App or via Internet Banking.

In the Triodos App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.

In Internet Banking go to ‘Self Service’, ‘Account Settings’, ‘Daily Limit’, here you can request the temporary payment limit change.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

We have partnered with digital inclusion charity Citizens Online to offer a free telephone support service to all customers who would like to know more about setting up and using the Triodos Mobile Banking App, as well as using Internet Banking on a laptop or desktop. To speak to one of the Citizens Online team, call their freephone number 0808 196 5883 anytime to arrange a call back from a dedicated Digital Champion. You'll be asked to leave a message including:

• your name and confirmation that you are a Triodos Bank UK customer
• a contact telephone number (landline or mobile)
• when is a convenient time for them to call you back in the next working day.

Remember: employees at Triodos Bank and Citizens Online will never ask you for your digipass details or your username and password.

The Financial Services Compensation Scheme (FSCS) is a UK body which gives you automatic protection up to £85,000 if your bank, building society, or credit union goes out of business.

Your eligible deposits with Triodos Bank UK are protected up to a total of £85,000 by the FSCS. An eligible deposit is money in accounts such as current and savings accounts, including cash ISAs. With Triodos, this will also cover cash held in investment accounts but not the investments themselves.

Please note that the £85,000 will apply to the total of all eligible deposits with Triodos Bank rather than per account or product. Any deposits over this amount are unlikely to be covered.

For more information, please visit the Triodos FSCS webpage.

Did you know you can now replace your digipass with the Triodos Mobile Banking App? Find out how. 

If you need a new digipass because the battery is low (when it displays 5%) please let us know and we will send you a replacement. You should receive this within 5 business days.

We will replace your digipass free of charge when the battery level is 5% or less. In our experience when it proactively displays “Low Battery” it will still have quite a long battery life left. You can find out the amount of battery left on your digipass by following these instructions:

If you have the older style navy blue digipass:

• Turn it on by pressing the red power button.
• Press the letter “T” button five times until the display shows “TEST BATT?”
• Press the “=” sign.
  

The display will tell you what percent of battery you have left.

If you have the green digipass:

• Turn it on by pressing the OK button on the lower right of the digipass.
• Press the “>” button four times until you see “5. Info” on the screen.
• Press OK.
• Press the “>” button three times until it states “4. Battery level” on the screen.
• Press OK.

The display will tell you what percent of battery you have left.

It's free to download and available via the App Store and on Google Play.

To download the app you'll need a compatible smartphone or tablet - running Apple iOS 14 or higher, or Android 6.0 or higher.

The Triodos Mobile Banking App is currently not available for business accounts.

If you are not a Triodos customer yet, find an account that suits you.

Start by going to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Log in" to Internet Banking.

If you have set up the Triodos App, you can log into Internet Banking using the app’s QR scanner on a second device. You can find more information on how this works here.

If you’re a Current Account customer and you do not use the Triodos App you will need your digipass and PIN, and details regarding the security word you set up when applying for the account.

If you’re a Personal Savings or Investments customer and do not use the Triodos App, you will need your username and password.

It’s simple and only takes about four minutes, but you’ll need your passport or driving licence and a strong internet connection.

1. Download the Triodos Mobile Banking App via Google Play or App Store.
2. Tap 'Get started' and then 'Access my accounts'.
3. Follow the on-screen instructions.

Money mules are people used to help launder money, often without realising that’s what they’re doing. They help move illegitimate funds (money gained illegally) between accounts so that the money then appears to be legitimate. They may be asked to receive money into their account, then withdraw it and put it into another account, sometimes in another country. Sometimes the money mules are offered compensation or commission.

Even if money mules don’t know the money they’re transferring is fraudulent, they are still committing fraud and money laundering, and could be sentenced to time in prison or to pay a fine.

Money mules are often recruited into this activity through false job adverts, or social media posts that promote quick money-making opportunities. Sometimes they are duped by fake social media profiles that pretend to want a romantic relationship with the victim to gain their trust and affection before asking this favour or blackmailing them. This is also known as romance fraud.

Never move money between accounts you don’t know and trust, especially because someone else has asked you to, or if you don’t know where that money has come from. If you are suspicious of money laundering, call us immediately on 0330 355 0355.

If you'd like to write to us, you can do so freepost at:

Freepost TRIODOS BANK

Our freepost address is Royal Mail registered and simple to use - write it on your envelope exactly as shown above (no stamp required) and your letter will get to us free of charge by second class mail.

For first class mail, you can post in the normal way to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

As an online bank, we don't provide counter banking services, but we're always pleased to meet with our business customers - simply make an appointment with your relationship manager.

Our regional business banking offices can be found at:

Triodos Bank
20 Old Bailey
London
EC4M 7LN

Triodos Bank
Abbey House
83 Princes Street
Edinburgh
EH2 2ER

Acceptable forms of ID vary depending on the issuing country of the documents. If your ID was issued in the United Kingdom we can accept a passport, residence permit or driving licence. The list below outlines what ID can be used when it was issued from another country.

Argentina:

• Passport

Australia:

• Passport

Austria:

• Passport

Belgium:

• Passport
• ID Card

Brazil:

• Passport

Bulgaria:

• Passport
• ID Card

Canada:

• Passport

China (mainland, not including Macao):

• Passport

Croatia:

• Passport
• ID Card

Cyprus:

• Passport

Czech Republic:

• Passport
• ID Card

Denmark:

• Passport

Estonia:

• Passport

Finland:

• Passport
• ID Card

France:

• Passport
• ID Card

Germany:

• Passport
• ID Card

Greece:

• Passport
• ID Card

Hong Kong (CHN):

• Passport

Hungary:

• Passport
• ID Card

Iceland:

• Passport

India:

• Passport

Ireland (Republic of):

• Passport
• ID Card

Italy:

• Passport
• ID Card

Japan:

• Passport

Latvia:

• Passport
• ID Card

Liechtenstein:

• Passport
• ID Card

Luxembourg:

• Passport
• ID Card

Malta:

• Passport
• ID Card

Mauritius:

• Passport

Mexico:

• Passport

Netherlands:

• Passport
• ID Card

New Zealand:

• Passport

Norway:

• Passport

Peru:

• Passport

Poland:

• Passport
• ID Card

Portugal:

• Passport
• ID Card

Romania:

• Passport
• ID Card

Russia:

• Passport

Singapore:

• Passport

Slovakia:

• Passport

Slovenia:

• Passport
• ID Card

South Africa:

• Passport

South Korea:

• Passport

Spain:

• Passport
• ID Card

Sweden:

• Passport
• ID Card

Switzerland:

• Passport
• ID Card

Taiwan:

• Passport

Turkey:

• Passport

United Kingdom:

• Passport
• Residence Permit
• Driving Licence

United States of America:

• Passport

The sort code for Triodos Bank is: 16-58-10

For international payments to a Triodos account the above sort code is not valid. Also mandatory information is needed to ensure a foreign payment reaches your account.

Do not respond to any email that asks you for information about your internet banking log in details. If you have received a suspicious email, do not respond and call our Contact Team as soon as you can during our opening hours on 0330 355 0355 to check if it is a genuine email.

Our opening hours are published on our help and support page.

Your digipass requires the use of a 4 digit PIN. When the PIN is entered incorrectly multiple times, it will become locked and will provide you with a lock code.  If you receive a lock code on your digipass, please call us with your account number, security details, and digipass to hand. We will be able to help you unlock your digipass and log into internet banking. Our phone number is 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) and phone lines are open Monday to Friday, 8.00am - 6.00pm.

You can send money from your Personal current account via Internet Banking or the Mobile App.

There are daily limits set depending on the type of payment and how you authorise the payment. The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.

See below for the daily authorisation limits for Faster Payments and CHAPS.

Faster Payments (Free of charge)

Digipass - Up to £20,000

Mobile App passcode - Up to £250

CHAPS (£20 fee)

Digipass - Up to £3m

Mobile App passcode - Up to £250

If you opened your account through the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you are making payments above £20,000 there are new daily payment limits. Please click here for more information.

You will be able to make a temporary limit increase in the Triodos Mobile Banking App or via Internet Banking.

In Internet Banking:
Go to ‘Self Service', select ‘Account Settings’ then ‘Daily Limit’, here you can request the temporary payment limit change.

In the Mobile Banking App:
Go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit’.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

The digipass plastic is recyclable and in line with our sustainability commitment so please send in broken, old, damaged digi passes using the freepost address - Freepost TRIODOS BANK - and we will recycle it securely for you.