Frequently Asked Questions
Online Banking: Logging in
You can find the login link for Online Banking in the top right-hand corner of every page of our website (https://www.cynergybank.co.uk/ ).
If you are using Online Banking for the first time, you’ll need to complete a short registration process. To do that, you will need your User ID and Password, both of which were sent to you when you first set up your account.
You will also need your mobile phone. To make sure that it’s really you logging in, you’ll receive either a One-Time Passcode by text message or, if you use the Cynergy Bank , a notification in the app.
Push notifications are messages from Cynergy Bank that ’pop up’ on your Cynergy Bank.
If you have our Mobile Banking app, you will be prompted to confirm receipt of a push notification (by tapping on the message) as part of the Online Banking log in process.
To receive your push notification, you must have downloaded and registered for the . Please make sure you have the app installed on your device.
If you are not receiving push notifications to your app, it may be because you have not enabled push notifications on your device. You can usually do this by visiting your device settings. You should also check you have access to the internet via Wi-Fi or mobile data.
Your User ID is an eight-digit number that was emailed to you when you first opened an account with us.
You should only have one User ID, even if you have multiple Cynergy Bank accounts. (If you have more than one User ID, use the most recent one when logging into Online Banking).
To recover your User ID, go the Online Banking login screen, click ‘Forgotten your details?’
Next, click ‘I have forgotten my User ID’ and follow the on-screen instructions.
You will need to have your account number and mobile phone ready to complete the recovery process.
To reset your Password, go the Online Banking login screen, enter your User ID and on the next screen, click ‘Forgotten your details?’
Next, click ‘I have forgotten my password’ and follow the on-screen instructions.
You will need to answer some security questions and have your mobile phone to hand, so we can authenticate your identity.
If you are logging into Online Banking for the first time, use the temporary password that was sent to you via text message when you opened your account. You will be asked to replace this password with one you create yourself.
To make Online Banking safer for all customers, we’ve updated the required password ‘strength’.
If your existing password is too short, simple or easy to guess, you will be prompted to update it when you next try to log in.
The password strength rules for the new Online Banking are:
At least 8 characters (numbers and letters);
At least one letter and one number;
A mix of upper and lower case;
At least one special character (for example @ # % & ?); and
Does not include any part of your User ID.
The updated Online Banking system doesn’t support logging in using a Digipass®.
Instead, all you need is your mobile phone. (Please note that you need to make sure we have your mobile phone number first. You probably supplied it when you opened your Cynergy Bank account, but if you are unsure, speak to our ).
We will send you either a One-Time Passcode to your mobile number via a text message – or – if you use the Cynergy Bank , a push notification.
If you do not have a mobile phone that can receive text messages, please contact our Customer Service team.
We’ve updated Online Banking so that you no longer need to use the Authenticator App to login. If you have the Authenticator App installed on your phone, you may delete it if you wish.
Instead, all you’ll need is your mobile phone. (Please note that you need to make sure we have your mobile phone number first. You probably supplied it when you opened your Cynergy Bank account, but if you are unsure, speak to our ).
We will send you either a One-Time Passcode to your mobile number via a text message – or – if you use the Cynergy Bank , a push notification.
If you do not have a mobile phone that can receive text messages, please .
Online Banking: Managing your account(s)
For some transactions that require extra security—setting up a payment to a new payee, for example—we’ll send a One-Time Passcode (OTP) to your mobile phone via text message.
An OTP is a bit like a temporary PIN: it’s a temporary numerical code that you’ll need to enter in Online Banking to verify your identity and complete your transaction.
You can only use an OTP once. And you must NEVER share your OTP with anyone else.
If you don’t have a mobile phone that can receive text messages, please .
One-Time Passcodes (OTPs) are sent via text message to the mobile phone number that you gave us when you registered to use Online Banking.
Sometimes text messages can take a few minutes to arrive, depending on the strength of signal. However, if your OTP does not arrive after a few minutes, check that we have the correct number for you. If you have changed your mobile phone number since registering for Online Banking, or if you have another mobile phone that you might have registered for Online Banking with, the OTP could be misdirected.
To update your contact details, . They can also help you if you don’t have a mobile phone that can receive text messages.
Your ‘available balance’ is the money available to you at the time of checking. If you have an overdraft, it will include your overdraft limit and any reserved amounts.
The standard daily user limit for Personal Banking customers is £10,000 (subject to available funds). The standard daily user limit for Business Banking customers is £50,000 (subject to available funds).
By phone:
immediately.
Online: send Cynergy Bank a Secure Message through Online Banking with ‘Potential Fraud’ as the subject.
By text: send a text message to 87293 with the word “FRAUD” followed by your User ID (e.g. FRAUD 12345678). The message will need to be sent from the mobile number associated with your account.
For security, as soon as we receive a potential fraud notice from you, we will suspend your access to Online Banking.
If you have a joint account, the other user(s) will still have access to the account via Online Banking. If you suspect that their login details may have been compromised, please ask them to report the potential fraud to us as well.
Payments and transfers
Yes. In the Payments section of Online Banking, you can find options to set up and manage payees and make immediate or scheduled payments. Simply follow the on-screen instructions.
We are legally required to perform a Confirmation of Payee (COP) check—to verify the name and account details (account number, type, and reference details) of the recipient when you're setting up a new payee (payment template) in Online Banking. This extra step helps ensure your money is being sent to the correct destination, to help keep you safe from fraudulent transactions.
COP checks apply to individual payments (including CHAPS, Faster Payment and Standing Orders) and bulk payments (payment templates that include multiple instructions and payees). For more information, read these on our website.
Yes. Online Banking supports payments from your Cynergy Bank GBP account to non-UK accounts.
To do this, go to the Payments section of Online Banking, follow the on-screen instructions to set up a new payment and select ‘Click to change currency or if payment is not in the UK’.
Depending on your payment’s destination you will need to supply additional information. For:
European Union: IBAN number and a SWIFT/BIC code.
United States of America: a routing transit number (RTN), SWIFT code and account number.
Rest of the World: account number or IBAN number if applicable and a SWIFT code.
Yes. You may make multi-currency transfers between your own accounts.
Please allow two working days for these transfers to clear. The exchange rate on the day you make the transfer will be applied. .
A daily limit of £250,000 applies for each multi-currency transfer.
You can set up, view, amend and cancel Standing Orders via Online Banking.
Direct Debits can be viewed and cancelled, however, to set up a new Direct Debit, we need a mandate from the Direct Debit originator addressed to the bank.
To view and manage Standing Orders and Direct Debits, go to the Payments section of Online Banking and click on the ‘Scheduled’ tab.
Business Banking
If the signing instructions for your business account specifies multiple signatories, then each of these signatories should register for Online Banking. For transactions requiring more than one signatory—making a payment, for example—each authorised person will need to log into Online Banking separately to provide their approval.
Ways you can contact us
Secure message
Send us a secure message by logging into .
Email us
using our online form.