Lloyds Banking App - FAQs

Take a look at our frequently asked questions to help you find simple answers to the most common queries about the app. Just select the section you need help with below.

iPhone & Android

iPad

iPhone & Android

Yes, the app is very secure. It has built-in security technology to keep your banking details safe and private. Please find out more in our Security pages.

For most customers, this should take just a few minutes, provided you already have a valid phone number registered with us. To start Mobile Banking, all you then have to do is register your device with the app and authenticate yourself when we phone you through an automated call. You can then start banking right away. If you don't have a valid phone number registered with us, it'll take a bit longer: the quickest option is to register one now. For security reasons, you may not be able to use your new numbers immediately - If you'd prefer not to register your phone number with us, you can instead request a 'One- Time Password' during the registration process, and this should reach you in the post within 7 days. In the meantime you can continue to use our mobile site.

"Jailbreaking" or "rooting" means removing safeguards from a phone, so a wider range of apps can be installed - including unofficial ones. When a device has been jailbroken or rooted, it makes it easier to install apps that haven't been properly screened for malware. This can leave the devices more vulnerable to fraudulent attacks. If we think we detect malware on your mobile, you'll also be prevented from using the app. To keep our customers' personal information safe and secure, we don't allow jailbroken or rooted devices to be used to access the Mobile Banking app. If you want to keep your device jailbroken /rooted, you can still bank on your mobile by accessing Internet Banking through your mobile browser. If in future you decide to reset your phone to its original manufacturer settings, you should then be able to start using the app.

Yes. You can download and register the app on up to 5 Apple iOS and Android devices, including mobile phones, tablets and music players such as iPods. Each device must be registered for you to log on using Express Logon. On other mobile devices, including BlackBerry and Nokia, you can access Mobile Banking through your phone's internet browser.

Express Logon is a fast and safe way to log on from your own device by entering a combination of three characters from your memorable information. To do this, you'll need to register your device the first time you use the app. We'll then link your Internet Banking profile to the app so you can log on more quickly and easily, using a different combination each time.

Touch ID is Apple’s solution to enable people to unlock their device or use certain apps by authenticating with their fingerprint. We’ve recently made it available for Mobile Banking, so you can choose to log onto the app even more quickly using just your fingerprint instead of three characters from their Memorable Information. The app will verify that the fingerprint used to log on matches a fingerprint that has already been registered on your device. If there are no fingerprints registered on the device then Touch ID for Mobile Banking will not be available. To enable Touch ID on the device navigate to Settings > Touch ID & Passcode and follow the instructions.

To use Touch ID with Mobile Banking, you need a compatible device running a recent iOS. (the app is not compatible with some older versions of iOS – check the App Store for more details).

Touch ID for Mobile Banking can be turned on or off at any time by simply toggling the switch ‘on’ or ‘off’ in the app’s Security Settings.

No. If someone else has fingerprints registered on your device, that person could access your accounts and they would be responsible for any transactions authorised as a result. When Touch ID for Mobile Banking is turned on, you’ll be asked to confirm that you are the only person with fingerprints registered on the device and, for security reasons, you’ll be blocked from using Touch ID if you answer ‘No’ to this question.

The app does not store fingerprints. The fingerprint data is stored securely on the device.

Touch ID for Mobile Banking uses unique fingerprints to verify your identity. Apple have designed it to be very secure. Nevertheless, for your protection, you’ll still need to enter your password when setting up a payment. As an additional security step, if the fingerprints registered on your device change, you’ll be asked to enter your Memorable Information. This provides additional protection in case someone else had added their fingerprints to the device without your knowledge.

You must be an existing Internet Banking customer to use our mobile app. If you're using our iPhone or Android app, you'll need to register your device. Just log on with your usual details and follow the on-screen instructions. You'll then be able to access Mobile Banking using Express Logon. Check out our device registration instructions for more details. If you're not fully registered for Internet Banking, you can do this via our mobile or desktop site before you can use the app.

If you lose your mobile phone please contact us as soon as you can on 0345 300 0116Call telephone number 0345 300 0116 (or +44 20 7649 9437Call telephone number +44 20 7649 9437 from overseas), so we can de-register your device (open 24 hours a day, 7 days a week). This will ensure that if someone managed to obtain your Express Logon details they wouldn't be able to access your accounts via the app.

If you have problems with speech or hearing you can contact us using a Textphone. Please call us from a landline on +44 345 300 2280Call telephone number +44 345 300 2280.

You need full internet access on your mobile phone to use Mobile Banking. If you wish to use the app, you'll also need to be able to install it - which some work mobiles may prevent.

Yes. The app is compatible with standard device screen readers to help you use both Mobile Banking and the Branch and ATM finder if you are sight-impaired. To use a screen reader, you'll need to enable the accessibility options in your device settings.

The app has been fully accessibility tested (in line with WCAG 2.0 and respective native mobile application guidelines, and BS8878: 2010 Web Accessibility Code of Practice) and is accredited by DAC (Digital Accessibility Centre).

User testing was carried out by individuals who are visually, mobility or hearing impaired, or who are dyslexic or have a learning difficulty.

Customers with BlackBerry mobiles can access mobile banking simply and securely, by accessing our Internet Banking website via their mobile browser.

There’s a separate Lloyds Bank Business Mobile Banking app. Download it from the Apple App Store or Google Play, and you can run it in on the same device in parallel with our app for personal accounts.

Although we don't charge you for Mobile Banking your network operator may charge for certain services (such as downloading or using the app). So please check with them before you get started.

To register with Mobile Banking you will need to be an existing Internet Banking customer, and you'll also need at least one up-to-date phone number with us so we can contact you to get started. If you’re not already an Internet Banking customer, you can register on the desktop or mobile site via your browser.

After logging on through your mobile browser, log on and select "Change Details" at the bottom of the Accounts Overview page. Then select "Change your mobile number" on the screen. To confirm the change, you'll need to enter your password. You can also do this from the "Change details" option at the top of your Internet Banking Account Overview. For security purposes, you may not be able to use your new number immediately. In the meantime you can continue to use our mobile site.

If you've forgotten your password you can reset it in the app's settings menu by selecting ‘My security settings’.
Select 'Forgotten your password?' and follow the security steps to reset your password.

If you’ve forgotten your username, Password or Memorable information while registering for the App you’ll need to reset it on our desktop site. Select ‘Forgotten your log on details’ on the welcome screen and follow the security steps to verify your identity and reset your details.

If you are already registered and have forgotten your Memorable information you’ll need to reset it on our desktop site. Select ‘Forgotten your log on details’ on express log on screen and follow the security steps to verify your identity and reset your details.

If you're using the same mobile phone and just changing your number, you can carry on using the app as before.

Do make sure you update your mobile number in 'Change Details' or on the desktop site. We'll need this for security authentication purposes, such as when you register a new device or if we ever need to contact you regarding suspicious transactions on your account. For your security reasons you may not be able to use your new numbers immediately.

If you're changing your mobile phone, just download the app and install it again, then follow the steps to register your new device. The app works on most Apple iOS and Android devices. Please don't forget to de-register your old mobile, which you can do in 'Settings, Reset Mobile Banking' within the app, if you're no longer using it.

Yes your username, password and Memorable Information are the same whether you use a personal computer (PC) or mobile device to access your accounts online.

You can quickly and easily look through several years of both current and savings accounts transactions.

Yes, because all the data that is sent between your mobile device and the bank is encrypted, you can safely use the app over a public Wi-Fi connection.

We don't charge you for Mobile Banking but your mobile operator may charge you for certain services (such as downloading or using the app), so please check with them. Services may be affected by phone signal and functionality. Our new app is compatible with devices running iOS or Android. (the app is not compatible with some older versions of the operating systems – check the App Store or Google Play for more details). Internet Banking registration is required. Terms and conditions apply.

We know security is important to you and we want you to feel safe online.

Yes, you can manage standing orders or Direct Debits by clicking on the account actions button and selecting from the menu which appears.

Yes, you can do that with the app. In Settings, tap the ‘Going abroad? Tell us’ button and follow the steps to record your plans from there. Telling us you’re going away decreases the possibility of your cards being declined. We do everything possible to make sure you can use your cards abroad, but circumstances out of our control may prevent this.

If you tell us your plans with the app, we aim to have the details on our systems within 2 hours.

We continuously add enhancements and new functionality to Mobile Banking, and our latest apps are even better than before. We also continually enhance the app’s security. We want to ensure that all our customers can experience the full benefits of these upgrades and have taken the decision to stop supporting older versions of the app.

Pending debit card transactions are transactions that have been authorised for payment, but which haven’t been taken from your account balance. Pending paid-in cheques are cheques which have been received by us but which are not yet available to spend.

You can now click on all transactions on your statement to reveal more information about that transaction. The transaction details we display is information from payment providers and merchants. If you’re still unsure about the transaction, click on the ‘unsure about this transaction’ button which will help you to resolve an issue in three simple steps.

To help you recognise transactions more easily, we are able to display a number of details about transactions following a simple tap on the transaction. The details shown vary based upon the transaction type. This may include the merchant name, business category and location as well as the transaction date, payment method; and if applicable, any cashback amount or the foreign currency value.

iPad

About the app

Yes, although it may be unlawful to use some of the services in some countries. Your operator may charge you for using Internet Banking abroad, and roaming charges may apply, so please check with them.

If your access is suspended, you'll need to reset your password, memorable information or both. To do this go to www.lloydsbank.com, select Log on then click on the ‘Forgotten your password?’ link and follow the on-screen instructions.

Make sure you update your mobile, home or work phone number on the desktop site. We'll need this for security authentication, such as when you set up a new recipient or register a new device with the app. For security, you may not be able to use your new numbers immediately.

You should reset the app via App settings on your existing tablet in order to de-register your device. Then just download the app on your new tablet and follow the steps to register your new device. The app works on iPads running a recent iOS version. The app is not compatible with some older versions of iOS – check the App Store for more details.

Auto log off is a security feature that prevents anyone else accessing your account should you lose your tablet . You’ll be automatically logged off from your Internet Banking session after a period of inactivity. You can select how long this is in App settings.

Yes, but we recommend you only use a secure Wi-Fi connection.

Resetting the app will return it to its original settings. You'll need to register the device again before you can log on using Express Logon.

Yes. The app is compatible with standard device screen readers to help you use Internet Banking if you are sight-impaired. To use a screen reader, you'll need to enable the accessibility options in your device settings. The app has been fully accessibility tested (in line with WCAG 2.0 and respective native tablet application guidelines, and BS8878: 2010 Web Accessibility Code of Practice) and is accredited by DAC (Digital Accessibility Centre). User testing was carried out by individuals who are visually, mobility or hearing impaired, or who are dyslexic or have a learning difficulty.

If you want to make a complaint - whatever it's about - simply get in touch and we'll look into your concerns. There are different ways you can do this, detailed on our desktop site. Please see the Complaints procedure section at www.lloydsbank.com/contact-us.asp

There are two ways to give app feedback: through the app store or via the App menu in the app itself. The feedback you provide in the app store is designed to be read by other app store users, and may influence whether they download the app. The feedback you provide via the app itself will only be seen by us and will help us make improvements and develop new features. You can find out more about our plans and how we are incorporating user feedback by Liking us on Facebook or following us on Twitter.

It's not possible to disable cookies used by the app. The app needs to use certain cookies and tokens in order to function correctly and securely. The app may also display services or features from our main website which have their own cookies. See the Cookie use & permissions section in About the app for more info about our cookies and the policies that cover them.

For your security the app uses a customised keyboard whenever you enter your logon details. If you’ve installed your own customised keyboard, you’ll still be able to use this to enter other details in the app.

The status of your messages will refresh each time you open your inbox.

App Security

"Jailbreaking" means removing safeguards from a tablet, so a wider range of apps can be installed - including unofficial ones. This can impact a device's security features, leaving it more vulnerable to fraudulent attacks. To keep your personal information safe and secure, the app is designed not to work on jailbroken/rooted devices. You will still be able to access Internet Banking through your web browser.

Our enhanced security systems mean that once you've registered your device with the app, we can link your unique profile to the app to ensure that your transactions are safe and secure. This means that only you will be able to use the app on your device. You'll then be able to access your accounts quickly and easily with Express Logon using just your memorable information.

Please allow 3-5 days from when you requested your One Time Password to receive it. Call us on +44 1733 232 030Call telephone number +44 1733 232 030 if you haven't received it within this time.

We take your online safety seriously, that’s why we use state of the art anti-fraud systems to identify unusual activity. We also give you peace of mind with our online fraud guarantee. We guarantee to refund your money in the unlikely event you experience fraud with our Internet Banking service – as long as you've been careful, for example, by taking reasonable steps to keep your security information safe. We protect you with safeguards that meet Industry Standards. Keep your password secure and do not let anyone else make use of your security details, even if they share a joint account with you. Do not let anyone watch you enter your security details and log off after each Internet Banking session. Carry out regular virus checks on your devices and have the latest operating system and web browser installed. Find out more about how to protect yourself online at www.lloydsbank.com/security. To keep your tablet safe and secure we recommend you: Never respond to emails that ask you to supply your logon details (these are known as phishing emails) - we would never email you asking you to supply your logon details; use your device's security lock or passcode; switch off Bluetooth when not in use; don't accept or open any applications or MMS messages from unknown senders; treat the security of your device as you would that of a personal computer.

You should call us immediately on +44 1733 232 030Call telephone number +44 1733 232 030 so we can de-register your device. If you have problems with speech or hearing you can contact us using a Textphone: please call us from a landline on 0345 300 2280Call telephone number 0345 300 2280 (or +44 1733 347 515Call telephone number +44 1733 347 515 from outside the UK), Mon-Fri, 7:00am - 10:00pm; Sat-Sun, 8:00am – 6:00pm. This will ensure that even if someone managed to obtain your Express Logon details they wouldn't be able to access your accounts via the app.

In some circumstances we'll open internet pages in your browser rather than the app for security reasons.

Yes, you can download and register this app on up to 5 Apple iOS devices. Each device must be registered for you to log on using Express Logon. Or you can access Internet Banking through the web browser on your tablet.

Once you’ve registered your device with the app, you can carry out all of the transactions that are available through Internet Banking.

The app works on iPads running a recent iOS version. The app is not compatible with some older versions of iOS – check the App Store for more details. If you have another type of device, you will still be able to access Internet Banking through your web browser.

Keeping safe

Even if you only spend five minutes looking at your account every now and then, we have widgets to keep you safe:

Secure logon. By registering you’ll create a secure link between your device and your Internet Banking profile. This only needs to be done once on each device you use, and then you have to enter three characters from your memorable information to access your account(s).

Automatic logoff. You set how long your iPad stays inactive before it logs you out of our banking app.

Fraud detection systems. We monitor your account(s) for any unusual behaviour.

Suspend account. We will temporarily disable your account(s) after a number of incorrect logon attempts in case fraudsters are trying to guess your details.

Telephone masking. To provide additional security, we have partially hidden your telephone numbers to help protect you against online fraud.

Enhanced Internet Authentication. When you register your device for the first time, we'll call your selected device to make sure the request is genuine. You'll receive an automated call from us on a number you've previously registered with us. You'll be asked to enter a four digit number into your selected phone keypad. The whole thing takes just a couple of minutes and you can see this in action on our demo.

You must keep your security details secure and do all you reasonably can to make sure no-one finds out your security details, for example by not:

  • letting anyone else use your security details, not even someone sharing a joint account with you;
  • choosing obvious passwords or codes (such as your date of birth) as part of your security details;
  • writing your security details on, or keeping them with, your cards or banking documentation;
  • writing your security details in a way that is recognisable; and letting anyone watch you enter or make use of your security details.
  • Your computer, modem and device must meet any reasonable requirements we may set.
  • You must carry out your own regular virus checks on your computer and devices.
  • You must not change or copy any software we provide, or give it to another person.

We may give the police or any prosecuting authority any information they need if we think it will help them find out if someone else is using your username, password or any of your additional security details.

Yes. Other steps you should take specific to Internet Banking are:

  • Logging off each time you finish using it (the app will automatically log off for security if there’s been no activity on the service for a short period).
  • Not leaving your device unattended while it is logged into your accounts.
  • Not recording all your security details in software that automatically stores it, such as 'remember me' features.
  • Using appropriate security on your devices, such as passwords and pin numbers.
  • Ensuring no-one has access to confidential information on your devices.

A device enrolment token is installed on your device to enable Express Logon. See the app’s Cookie policy for more information.

We use cutting-edge technology to protect you and your money when you use "Express Logon" and Internet Banking, but you can also take some small steps to protect yourself.

Protect your passwords. It’s important that you never share your iPad security information with anyone and don’t store it on your device. You can add to our existing layers of security by setting up a password or PIN to access your device(s). If you think someone else knows your details or you’ve lost your device(s), change your Internet Banking password immediately.

Use official app stores. Our apps are only available from official app stores. Only ever use the official Apple App Store - to avoid installing rogue apps. Always use the official Lloyds Bank Mobile Banking app or website to do your banking.

Public places. Be careful when using your iPad device(s) in public places, especially to bank online. Never leave your device(s) unattended and beware of shoulder surfers who could get hold of your information. Remember to log off of Express Logon and Internet Banking when you’ve finished.

Keep up to date. Check for and install updates to make sure your device operating system isn’t exposed to the latest risks. If your iPad is compatible with anti-virus software, it’s a good idea to download some from a reputable brand.

SMS and email. Always be cautious when following links contained within SMS messages or emails. Remember, we'll never ask you for your security information via SMS or email.

Jailbroken/rooted devices. To keep our customers' personal information safe and secure we don't allow jailbroken or rooted devices to be used to access the new Express Logon app for iPad. If you want to keep your device jailbroken /rooted, you can still access Mobile Banking through your mobile browser.

Be aware of Bluetooth. If you're not using your Bluetooth connection, switch it off. Leaving it switched on could put your device at risk from unauthorised access attempts.

Criminals may use email, text or phone to lure you into handing over valuable information such as credit card and bank account numbers, passwords and logon details. These can be used to commit fraud.

We will always:

  • Quote your Internet Banking user ID or the last four digits of your account number. By default this will be your main account. If you don’t hold an account with us we will quote characters from your postcode.
  • Greet you personally using your title and surname.
  • Use links in our emails that will only ever to go www.lloydsbank.com. We will never link directly through to our Internet Banking log on page or ask for your personal details.
  • If you receive a phishing email, stay calm. There is no risk in receiving it. Just delete it. You can report it by forwarding it to emailscams@lloydsbanking.com. To get in contact with us regarding general queries please visit our Help Centre.

We’ll use this information to help reduce fraud.

Social Engineering

Please beware of unsolicited email messages or phone calls asking you to install software, to allow access to your computer or to reveal any personal or financial information.

Fraudsters may use known and trusted company names, such as TeamViewer, Microsoft, Malware Bytes or even the name of your own bank, to attempt to convince you to allow them access to your computer or your bank account. Though some software, such as TeamViewer, may itself be perfectly legitimate, being used by many for technical support, it’s important to remember that this and other similar applications are designed to give another person control of your machine.

Fraudsters are using the following common tactics:

  • Stating there is a problem with your account
  • Keeping your phone line open by not putting down the receiver at their end
  • Asking you to transfer money from your account to an account for security purposes

Remember - fraudsters are clever. They know how to trick people to get the response they want.

They'll try to gain your trust by asking you to call the telephone number on the back of your debit / credit card

THEN

They'll keep your phone line open by not putting down the receiver at their end.

How to protect yourself

We'll never ask you to transfer any of your money out of your account to another account that you do not recognise. If you’re asked to do so, please hang up immediately.

If you do receive a call and are asked to call the number on the back of the card, or any other number please do the following:

  • Use another phone from the one you received the call on
  • If you don’t have another phone and have to use the same phone, call one of your friends or family first – or your voicemail service - to make sure the telephone line is clear.

Android/Google Play is a trademark of Google Inc. Apple and the Apple logo are trademarks of Apple Inc, registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

It may be unlawful to use some Internet and Mobile Banking services in some countries. Please check before you travel. Services may be affected by phone signal and functionality.