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Mobile Banking FAQs

Common questions about our Mobile Banking service

The following questions are commonly asked about our Mobile Banking service.  For further information visit our information page:

> What can I do using Mobile Banking?

> Do I need to be registered to use Mobile Banking?

> What is the website address I should use to access Online Banking using my mobile?

> How do I register for Online Banking?

> How do I get the new iPhone / iPad App?

> How do I log on to Mobile Banking?

> I can't log on to Mobile Banking?

> Who can I contact if I have a query about Mobile Banking?

> What happens if I lose the phone I use to access Mobile Banking?

> How do I make a payment to someone new?

> Is Mobile Banking secure?

> How can I keep my security information safe?

> Should I be careful about where I am when using Mobile Banking?

> Should I do anything to my phone if I use it for Mobile Banking?

> What if I lose signal in the middle of a transaction?

> Can I use any mobile device to log on to Mobile Banking?

> Is there a charge for Mobile Banking?


What can I do using Mobile Banking?

Mobile Banking allows you to:

  • View your account & credit card balances   - see all your bank accounts, savings accounts and credit cards all on the same page
  • View your latest transactions - by clicking the account names you can see all your recent transactions, and a further click on the transaction will display more detail
  • Transfer funds between your accounts - it's easy to move money between accounts in your own name at the touch of a button
  • Pay an existing payee who you've paid before - you can pay money to anyone who already exists in your payee list.  To add further payees you'll need to do this from the desktop version of Online Banking as you will need to use a One Time Passcode (OTP)
  • View, amend & cancel any pending payments & transfers - you can view any pending payments or transfers and change them if you need to make a last minute alteration
  • Find your nearest branch (iPhone & iPad App only) - get walking or driving directions to a Santander branch.

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Do I need to be registered to use Mobile Banking?

There is no separate registration for Mobile Banking but you do need to be registered for Online Banking and have logged on at your PC or laptop at least once. You can register for Santander Online Banking here.

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What is the website address I should use to access Online Banking using my mobile?

If you do not have our iPhone or iPad App then you can access Mobile Banking from m.# via the browser on your phone.

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How do I register for Online Banking?

You can register for Online Banking here.

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How do I get the new iPhone / iPad App?

The Santander Mobile Banking App is available for download from the App Store as an iPhone or iPad App. Simply search for 'Santander UK' to download our free, secure App.

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How do I log on to Mobile Banking?

When registered for Online Banking all you need are your security details (i.e. your Personal ID, Passcode and Registration number). Remember, you must have logged on at least once via your PC or laptop.

If you are logging on using your iPhone or iPad, click on the App that you have downloaded to your phone and use your existing Online Banking log on details.

If you are logging on using our mobile friendly web version, go to m.# on your phone's browser and log on.

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I can't log into Mobile Banking?

Check that you are entering your security details correctly. If you've lost or forgotten your security details call Telephone Banking on 704 207 8054* to reset them (7am-11pm Monday to Saturday & 9am-6pm on Sunday).

Please note - business account customers will not be able to register for Mobile Banking at this time.

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Who can I contact if I have a query about Mobile Banking?

If you have any questions about Mobile Banking then call our Helpdesk on 0845 600 4388* (7am-11pm Monday to Saturday & 9am-9pm Sundays).  If you are calling from abroad dial 044 01908 238 013*.

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What happens if I lose the phone I use to access Mobile Banking?

We do not store any account information on your phone. Remember that setting up a password on your phone will help to protect all of your phone data.

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How do I make a payment to someone new?

If you want to set up a new payee you will need to do this using Online Banking via your PC or laptop. Once set up, you can then use Mobile Banking for any future payments.

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Is Mobile Banking secure?

Security is our highest priority. Our log on process requires dual pieces of information to gain access to your accounts and all the information that flows between us and our customers is encrypted. What's more, our Online Banking Guarantee covers any losses from Mobile Banking fraud. All we ask is that you have not acted fraudulently yourself or without reasonable care to keep your security information safe.

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How can I keep my security information safe?

We don't store any account information on your phone but just to be sure, avoid sharing the phone you bank on. If someone else has access to it, then clear the browsing data, cache and cookies. Also, password protect your phone and don't write your security information down, store it somewhere on your phone or disclose it to others.

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Should I be careful about where I am when using Mobile Banking?

There are a few basic points to remember when out and about. Avoid using Mobile Banking whilst connected to a public wi-fi as security cannot be guaranteed and be alert to anyone who might be watching you entering details on your phone. Don't leave your phone whilst logged on and remember to log off when you have finished Mobile Banking.

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Should I do anything to my phone if I use it for Mobile Banking?

There are a few measures you can take to protect your phone. Always make sure that your phone operating system is up to date and check if there are any compatible anti-virus packages you can download. Also, be careful with the apps you download especially those from unregulated sources or app stores - check reviews and comments first and be wary of apps that request permission to access sensitive content and functionality such as SMS.

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What if I lose signal in the middle of a transaction?

First of all, don't panic. Our system is set up to ensure that your accounts remain secure in these circumstances. If you did not receive a confirmation that your transaction was successful then log back on to your account and check. You can then easily re-submit any transactions that did not get processed.

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Can I use any mobile device to log on to Mobile Banking?

Mobile Banking works with any mobile phone with Internet access whose network allows secure SSL- enabled web traffic (i.e.  https).

For our Mobile Banking App, you will need a compatible** iPhone or iPad in order to download and access the App.

** Please note that our App only works with iOS version 4.2 or higher

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Is there a charge for Mobile Banking?

Santander does not charge its customers to use Mobile Banking but dependent upon your data plan, you may be charged by your mobile service provider to access the mobile Internet. If you are not sure then check with them first.

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* Call charges information