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Fraud and security

Device registration

We know that online security is one of your top priorities and as you'd expect, the new app is very secure.

By registering you'll create a secure link between your mobile device and your Internet Banking profile. Once you've registered, every time you log on to the app we'll check that it's your phone, and then you can use Express Logon where we'll ask you for three characters from your memorable information. This means you'll be able to access your accounts more easily and quickly than ever and still benefit from our enhanced security.

The digits we ask for from your memorable information differ, which makes it very difficult for someone else to try and access your account, even if they've watched you log on. And for your added protection, we'll lock your account after three incorrect attempts.

It's easy to register your device and once you do you'll be able to log on more quickly. And don't worry, as part of our commitment to you, we offer a full Online and Mobile Banking Guarantee.

You can register up to five devices with the Mobile Banking app, including smartphones and tablets.

Keep in mind: 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 requires iOS 5.0 or above, or Android 2.3 or above. Internet Banking registration is required. Terms and conditions apply.

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

Emails and texts from us will always greet you personally using your title and surname. You'll also see the last 4 digits of your account number or your Internet Banking ID in our emails.

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

Staying safe online

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 Online 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

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 mobile 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 mobile device 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 you 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 telephone keypad. The whole thing takes just a couple of minutes and you can see this in action on our demo.

What must I do to keep my accounts secure?

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.

When using Internet Banking:

  • 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; and
  • 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.

Are there other things I should do to help keep my accounts secure?

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

  • logging off each time you finish using it (for your security, we will automatically log you off if there has 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; and
  • ensuring no-one has access to confidential information on your devices.

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 requires iOS 5.0 or above, or Android 2.3 or above. Personal Internet Banking registration is required. Terms and conditions apply.

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 Mobile 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 mobile 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 mobile device(s). If you think someone else knows your details or you’ve lost your mobile device(s), change your Internet Banking password immediately.
  • Use official app stores. Our apps are only available from official app stores. Only ever use official app stores - such as Apple App Store, Google Play and Windows Phone 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 mobile 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 Mobile 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 mobile device 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 will 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 iOS/Android Mobile Banking app. 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 mobile 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 will try to gain your trust by asking you to call the telephone number on the back of your debit / credit card

AND

  • They will 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 to make sure the telephone line is clear

General questions

Is the app secure?

Yes, the app is very secure. Please find out more in our Security pages.

How long does it take to get started with the Mobile Banking app for iPhone and Android?

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.

Why can't I use a jailbroken or rooted device to use the new Mobile Banking app?

"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 access Mobile 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 new app.

I have several mobile devices. Can I get the new Mobile Banking app on all of them?

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.

What is Express Logon?

Express Logon is a new way to log on from your own device by entering only 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.

Do I need to register for Mobile Banking?

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.

What should I do if I lose my mobile phone?

If you lose your mobile phone please contact us as soon as you can on 0345 300 0116Telephone 0345 300 0116 (or +44 20 7649 9437Telephone 00 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 2280Telephone 00 44 345 300 2280.

Can I use Mobile Banking on a work mobile with restricted Internet access?

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.

Does the app support accessibility features?

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.

Why isn't there a new updated app for BlackBerry and Windows phones?

We decided to develop this app for customers with iPhone or Android mobiles. Customers with Windows mobiles can continue to use the Mobile Banking app they’ve used until now. We'll continue to make improvements to our Mobile Banking services and to provide new features. Customers with Blackberry mobiles can access mobile banking simply and securely via their mobile browser.

Can I do my Business Banking through the new app?

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

Is Mobile Banking free?

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.

Device Registration

What do I need to register my device for Mobile Banking?

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 are not already an Internet Banking customer, you can register on the desktop or mobile site via your browser.

How do I update the mobile phone number registered to my account before using the new app?

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.

Using the app

What should I do if I've forgotten my logon details?

If you've forgotten your Internet Banking password or memorable information don't worry, you'll just need to reset it on our desktop site. Select 'Forgotten your log on details' on the welcome screen for more details and follow the security steps to verify your identity and reset your details.

Will the new app still work if I change my mobile phone number?

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.

Are my password and memorable information the same as those I use on my computer?

Yes your User ID, password and memorable information are the same whether you use a personal computer (PC) or mobile device to access your accounts online.

How far back can I view transactions on my accounts via the app?

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

Is it safe to use the app over public Wi-Fi?

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.