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.
This guide will help you find the next best action to take when you run in to any problems with our Mobile App.
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.
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:
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.
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, 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.
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).
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.
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.
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.
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.
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.
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.
To keep you safe and so you get the most out of our app, we regularly update 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. We strongly recommend that you ensure you have the latest Mobile Banking App release and the newest available operating system (OS) for your device.
Check our Mobile Device Operating System Support Policy for details of which operating systems we currently support, how to find which OS version you have and how to upgrade if you need to.
Simply access the App store or Play store and update to a latest version of the App and ensure you have the latest software installed on your device.
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.
If you have forgotten your password or passcode you can reset this using our Mobile Banking App. Simply open our app and select the Forgotten Password or Forgotten Passcode link and we'll take you through some steps to get the password reset.
To be able to reset these, you will need to make sure you have the correct mobile number on file so we can send a One Time Access Code. To be able to reset the password, you will need to make sure you know your 6 digit security number.
If you need to update your mobile number, please call us on
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
If you've got a new phone, it's easy to register the Tesco Bank App to your device using the New Device Transfer feature. To do this you'll need your old phone, your new phone, and your Online Banking password.
Follow these steps below:
You can now start using the Tesco Bank App on your new phone. On your old phone you should reset the App through the Settings menu or delete it completely from your device.
If you no longer have your old phone, to log in on the app on a new device you will need to know your Username, 6 digit security number and password, if you have forgotten any of these you can either reset them on a recognised device or call us on
Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
Open content: If you have an eligible device, you can log in to the app using Touch ID or Face ID for iPhones and Fingerprint for Android phones. You can set these options up in the settings menu of our app or during registration.
If you do not have a Touch ID/Fingerprint or Face ID eligible device then you are given an option to setup a Passcode. This is a five digit number alternative to your Security Number and Password, allowing you to log in faster.
If you do not setup a Passcode you'll be asked for your Online Banking Password and two digits from your Security Number when you log in.
You should be able to access the app if you're abroad, but please remember that the app needs an internet connection and data roaming charges can be expensive.
Please check with your data provider before you travel, or alternatively use a Wi-Fi connection.
We work hard to keep your accounts safe and secure. We constantly monitor our systems and processes to ensure we maintain the high level of security you would expect from a bank. You can find more information More information can be found on our how we protect you page.
There are different ways for you to log in to your Mobile Banking App and you should take the following steps to protect your app for each.
If you have a supported device, you can log in to the app using Fingerprint or Touch ID. Your passcode or password will be required to enable Fingerprint or Touch ID. Once enabled, any fingerprints on your device can be used to access your account so you must not store anyone else’s fingerprint on your device. For more information about Touch ID security you can visit the Apple support page.
Additionally, if you have a supported device, you can use Apple’s Face ID to log in and authenticate transactions with our app. Similar to Touch ID, you will need your passcode or password to enable Face ID. For more detail on Face ID you can visit the Apple support page.
If you choose to use a passcode to log in to the app, it’s important to select one that would be hard for a fraudster to guess, is different from your other passcodes and PINs, and that you keep it secret.
To find out more about the steps you can take to keep yourself safe in the app and also online visit tescobank.com/security.
Have a question or need help with our Mobile App? Our friendly, UK-based customer service team is here to help.