Mobile Banking App technical support

This guide will help you find the next best action to take when you run in to any problems with our Mobile App.

Trouble logging in?

You've locked one or more of your login credentials

If your password or passcode is locked, you can easily reset it in our app as long as you've already registered. To reset it we'll ask for two digits from your security number, a one-time passcode which we'll send to your mobile number and then we'll ask you to make a new password. And that's it!

If you've locked your security number, this currently can't be reset using our app so you will have to log in to Online Banking on a recognised device. After you put in your username, we'll ask you for your security number. Below where we ask this, you'll see a link that says, "Forgotten your security number?" which you can click to go on to reset it. If we don't recognise your device, you'll need to switch to a device you have asked us to recognise previously, in order to reset your security credentials. If you don't have access to a device you've used to log in before (for example, you have a new tablet, phone or computer) you'll need to contact us to request a Temporary Security number.

You've forgotten one or more of your login credentials

If you’ve simply forgotten your password or passcode, it’s really simple to reset it in our Mobile App. you can follow the link below the password field that says “Forgotten your password?”. From here the reset process is simple:

  • We’ll ask for two digits from your security number.
  • Then we’ll send you a one-time access code to your phone.
  • Next you choose your new password – at least seven characters, with a mix of letters and numbers that’s different from your username.
  • That’s it – unless you need to reset your five-digit passcode too? We’ll ask you to choose a new one then you’re good to go.

If you’ve forgotten your security number, you can reset it on our website using a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us to request a Temporary Security number.

Your password or passcode is not recognised

If you’ve tried your password or passcode a number of times and you’re sure it is the right one, but it still isn’t accepted then you may need to reset it. If you’re registered already then you can do it really easily by following the link below the password field that says “Forgotten your password?”. The process is very simple, and you’ll be back in to the app in no time.

In the unlikely event that your password continues to be not recognised then there may be another issue that we need to address and the best thing to do would be to contact us.

Touch ID or face ID are not working

Touch ID, Android Fingerprint and Face ID are login methods managed by either Apple or Google (depending on your device type) and then used by our app. Since this is the case, if these biometric login methods are either not working or not showing up, the best thing to do would be to check in your device’s settings that everything is as it should be.

Make sure that your preferred login method is turned on and you have all the correct fingerprints and faces saved so that they will work when you open our app.

Once you have checked these settings on your device and made any changes, you’ll need to go to our app’s settings menu when you’ve logged in and enable Touch ID, Android Fingerprint or Face ID.

You've changed your device

When you change your device, make sure you reset our App on your old device. To do this, go to Settings scroll down to More and select ‘Reset App’. Then delete the App from your device.

On your new device, download our Mobile App from either iTunes or Google Play Store. If you have a new mobile number, remember to change this in Online Banking (using your recognised device).

Trouble registering?

One-time passcode problems

In some scenarios in the app, we will require you to confirm your identity using a one-time passcode. This is a code that we send to you via text message that you then type into our app. We use this process at time such as registration or if you’re resetting your password.

As long as the phone number we have on file for you is correct, you should receive the one-time passcode in just a few seconds, but if we are having any unplanned service issues this can take up to 10 minutes.

If you need to receive a one-time passcode but the phone number we have saved for you is not correct then you will need to update this using online banking on a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us.

Your account details are not recognised

During registration, if you’ve not already created credentials in Online Banking, we will ask you for your account details to get you set up. If we do not recognise your account details, then please check them closely and try again. If they continue to be unrecognised it may be because your account is still in the process of being boarded so you may need to wait until the next day to register.

If you’re still experiencing problems when giving us your account details during registration then please contact us.

Your username or password are not recognised

If the credentials you’ve set up already using Online Banking are not recognised when you’re registering for our Mobile App, then is may be because your account is still in the process of being boarded so you may need to wait until the next day to register.

If you’re still experiencing problems when giving us your username or password during registration, then you can reset them using our website on a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us.

Your online banking details are locked

If any of your account credentials are locked when you’re registering for our Mobile App, you’ll need to reset them before continuing. You can reset them on our website using a recognised device. If you don’t have access to a device you’ve used to log in before (for example, you have a new tablet, phone or computer) you’ll need to contact us.

Trouble making a payment?

Making a payment

If your payment has been declined it may be for a number of reasons. Whether it's a credit card payment, a payment to a friend, family member or company, or an internal transfer between your accounts, please make sure to double check the account details you are sending money to. Our systems will do a validation check on these details to make sure they are actual accounts, and if for any reason the details are incorrect, we will decline the payment.

You will also have to ensure you have sufficient funds in your account to make any payments out.

If you're paying your credit card bill using our app then your payment may also be declined if we suspect you may have made a duplicate payment by accident or you may be overpaying your credit card balance.

Trouble accessing our app?

Access our app

Whilst we make every effort to make our app services available as often as possible, you will, on rare occasions, experience unplanned outages to the app or to specific services such as payments, transactions, paperless settings or to your account statements and documents.

On these occasions, we work as quickly as possible to get these services back up and running and appreciate your patience. If you see an error in our app saying that something has gone wrong or that we have been unable to connect to our servers, you should close the app and try completing the process you were going through later that day.

Supported operating systems

Operating systems

We’ve recently updated some of our security measures for our Mobile Banking App, which means that some of our customers using older devices, operating systems or app versions will no longer be able to access our app. To keep you safe and so you get the most out of our app, we strongly recommend that you ensure you have the latest mobile banking app release and the newest available operating system (OS) for your device. 

From the 16th November 2019 you will have to have updated our app to at least iOS app version 3.0 or Android app version 3.0. If you launch our app using an older version you will not be able to access your accounts via our Mobile App and we will direct to you to either the App Store or Play Store to get the latest update.

Apple customers will need to update their app if using app version 1.9.0 or older. If you have an Apple device with iOS 9.0 or below, you’ll need to upgrade your device’s OS before you can download the newest version of our app. 

Android customers will need to update their app if using app version 1.8.1 or older. If you have an Android device with Android OS 2.3 through to 5, you’ll need to upgrade your device’s OS before you can regain access to our Mobile App. 

Additionally, accessing our app using a Tesco Hudl or Hudl 2 device is possible using app version 2.1.0, however any future updates to the app will not be supported by Hudl devices. This is to ensure that our app is built to incorporate the security and performance optimisations that come with the newest Android OS.

If you’re unable to upgrade your device to a compatible version, you’ll still be able to manage all of your Tesco Bank accounts either on your phone, tablet or a desktop computer using our Online Banking.

Need help with our Mobile App?

If you'd rather talk to us, get in touch. Call our UK-based customer service team on 0345 300 3511* or add 18001 for Typetalk. Our technical helpdesk lines are open 8am to 10pm, seven days a week.

*This number is designated as a UK landline by mobile phone operators.