Mobile Banking app: frequently asked questions
Our banking app is a quick and secure way to access your personal accounts from your smart phone or tablet. View all your personal accounts in one place, top up your savings on the move and more.
Who is the mobile app for?
Our app is currently only available to personal current account and personal savings customers. If you are a Business Saver or a Business Current Account customer you will not be able to use the app. If you are not a customer of Cynergy Bank, please apply for one our personal products via the website before using the app.
Can I use the app on my device?
The app is compatible with smartphones and tablets running iOS and Android. For both iOS and Android, the app will support the latest version of a customer's operating system, as well as the two preceding versions. To find out the software version of your device, visit these links:
For iOS devices click here .
For Android devices click here .
Is the mobile app the same thing as the authenticator app?
No, our mobile app is different to our authenticator app. For more details on our authenticator app, click here.
Downloading and setup
The Cynergy Bank Mobile Banking app is available for download on the (iOS) and (Android). Search for "Cynergy Bank Mobile Banking" in your respective app store.
Please note: This mobile banking app is a separate app to our.
The Cynergy Bank Mobile Banking app is currently only available to Cynergy Bank personal banking customers. If you don’t have a personal bank account with us, you will not be able to register or use the app.
If you do have a Cynergy Bank personal bank account, registering your app is simple and only takes a few minutes. However, as we complete the rollout to all our personal banking customers, a small number of you may see a Coming to you soon message when you try to register.
If you see this message, contact our Customer Service team. They will check that your account(s) is eligible for use with the Mobile Banking app and help you progress your registration. Please note, this may take up to 48 hours. In the meantime, you can continue to use Online Banking.
Smartphones or tablets running either the iOS (version 15 or later) or Android (version 12 or later) operating system.
You can find out which version of iOS or Android your device is running by tapping on 'Settings'.
You do not need the Cynergy Authenticator app to use the mobile banking app.
You only need the Authenticator app to use the Online Banking services.
Yes. To use the Cynergy Bank Mobile Banking app you need to:
Be an existing customer of Cynergy Bank with a Personal Current Account and/or one of our personal savings accounts.
Have a smartphone or tablet running either the iOS (version 15 or later) or Android (version 12 or later) operating system. You can find out which version of iOS or Android your device is running by tapping on Setting.
Be registered for Cynergy Bank Online Banking.
You will also need the following information:
Your Online Banking User ID and Passcode, along with your memorable information. This will usually be your mother’s maiden name
The email address and home address that we have on record for your Cynergy Bank account.
The mobile number you used to register your Online Banking account. As part of the app set up process, we will send you a One-Time-Passcode (OTP) for authentication purposes.
If you have any questions or problems setting up the app, our can help you.
Logging in and security
Yes. You need to be an Online Banking user before you set up the Cynergy Bank Mobile Banking app.
You will need the User ID, Passcode, email address and phone number you use for Online Banking to register and use the app.
You can use a PIN or biometrics (i.e. fingerprint or facial recognition) to log into the Cynergy Bank Mobile Banking app.
To recover your User ID, go to Online Banking and click on ‘Forgot User ID’ on the login page.
To reset your passcode, go to Online Banking and enter your User ID. On the next screen, click on ‘Forgot Passcode’.
It's a good practice to log out of the app after every session—especially if you're using a shared or public device—to reduce the risk of unauthorised access to your account.
Yes. The Cynergy Bank Mobile Banking app meets industry standards with respect to the security measures in place to protect your personal data and financial information.
For more information about how we protect your privacy, please read our Privacy Policy .
For advice and help staying secure when banking online, visit our Security and Fraud webpages .
Features and functionality
We monitor how the app is used and customers’ feedback to continually improve our app’s features. Here are some of the things you can currently do using the app:
View your account balances and transactions
Make payments and add, remove and amend payees
Move money between your Cynergy Bank accounts
Manage notifications and alerts about activity on your account
The Cynergy Bank Mobile Banking app can use used to help manage the following accounts:
Personal Current Account
Online Easy Access
Online Notice Saver
Online ISA
Fixed & Variable Cash ISA
Fixed Rate Bond
Classic Saver.
Support for Business banking accounts is planned for later in 2024.
Some features, such as reactivating ISAs, activating cards, accessing business accounts, are not available yet but will be added as we continue to improve the app.
If you have any questions or problems using the app, our Customer Service team can help you.
Making and managing payments
To make payments, log in to the mobile banking app, navigate to the Payments or Transfers section, follow the prompts to select the payee, enter the amount, and complete the transaction.
You can make a variety of payments, including bill payments, fund transfers to other accounts (within Cynergy bank or external) and peer-to-peer payments.
No.
Scheduled payments, such as Direct Debit and Standing Order payments, are not available in the app yet. You can, however, view your existing Direct Debits and Standing Orders.
Scheduled payments are on the development plan for future releases.
No. International payments are not available in the app yet.
Yes. Payments made through the Cynergy Bank Mobile Banking app are secure.
The app uses encryption and authentication measures to protect your financial information. Depending on your device, you may have the option for additional security features like biometric authentication.
Yes, you can add a new payee by tapping ‘Pay & Transfer’ on your account page, and then tapping ‘Pay someone new’ on the following page.
Payees that you set up using the Cynergy Bank Mobile Banking app will not be reflected on Online Banking.
You will need to re-add them in Online Banking to make a payment.
Yes. You can view and search through your recent payments by tapping on your account in the Accounts section of the app.
Check the Accounts section in the app to see if the payment appears in the list of your recent payments.
If you can't see a transaction, or have a question about it, contact our Customer Service team .
Payment processing times vary. Many payments are processed in near to real-time, while others may take a day or two.
No. There are no additional fees for making payments through the Cynergy Bank Mobile Banking app.
No. You can’t change your payment limits using the app. To do this, contact our Customer Service team .
Payment references can only contain letters, numbers and the following symbols:
, . ‘ \ / + ( ) -
Using will cause your payment to fail. To fix this, remove the special character(s) from the payment reference field and resubmit the payment.
Scheduled payments
No.
Scheduled payments, such as Direct Debit and Standing Order payments, are not available in the app yet. You can, however, view your existing Direct Debits and Standing Orders.
Scheduled payments are on the development plan for future releases.
All direct debits for your accounts will be displayed in the pay tab.
To cancel, go into the specific direct debit and click Cancel.
All direct debits will be displayed in the pay tab.
To cancel or change the details, go into the specific standing order and either cancel or amend.
No. International payments are not available in the app yet.
General account queries
Currently, the app supports the following types of personal banking accounts:
Personal Current Account
Online Easy Access
Online Notice Saver
Online ISA
Fixed & Variable Cash ISA
Fixed Rate Bond
Classic Saver.
Business accounts, recently closed accounts and loan accounts are not supported, but we’re working on bringing you these in future app releases.
If you have any questions or problems, contact our Customer Service team .
To change your personal details, please contact our Customer Service team .
You can use the Cynergy Bank Mobile Banking app to receive secure messages.
To send a secure message, please use our website or Online Banking.
Card management
Not yet, but this functionality will be included in future app releases.
If you notice unauthorised transactions, report them immediately by contacting our Customer Service team .
They will guide you through the process of disputing the charges and securing your account.
No. However, we're working on bringing you ways to set limits and restrictions in future app releases.
Notifications
Notifications are alerts or messages sent from the app to inform you about various account activities, such as transactions, account balances, security alerts.
You can enable notifications by tapping on Settings and switching Notifications on. (Or off, if you want to stop them).
You can also manage the types of notifications you want to receive.
Note, depending on your device, you may need to grant permission to the app to send notifications. You can do this in your device's settings.
The following notifications are available on the app:
Transaction alerts: Notify you of transactions made with your account
Balance updates: Inform you of changes in your account balance: e.g. low balance, high balance and overdraft alerts
Payee alerts: such as confirmation of the addition of a new payee
You can manage your notification preferences by tapping Settings.
In Settings, you can enable, disable or customise notifications according to your preferences.
Check your app settings to ensure notifications are enabled. You can do this by clicking on Settings in the app.
You may also need to check your device settings to make sure the app has permission to send notifications.
If the issue persists, please get it touch with our Customer Service team .
Marketing preferences refer the types of marketing communications (emails, letters, calls or text messages) that you prefer to receive from Cynergy Bank.
You can alter your marketing preferences by tapping on Settings in the app.
Pending transactions
Pending payments refer to transactions that have been authorised, but have not yet been fully processed by the bank.
These transactions typically show as pending until they are completed or cleared.
You can see the total of your pending payments in your transaction history when you tap on an account in the app.
You cannot currently see individual pending transactions in the app, but we are working on adding this feature to future app releases.
No. Pending payments cannot be cancelled.