To log on to Online Banking, please use your User ID with the passcode sent to you either by text or in the post along with the new ‘Cynergy Bank Authenticator’ app or new Digipass®, when requested to do so.

If you cannot remember your User ID, please call Customer Service to be provided with a reminder of your User ID. Please note that your passcode will also be reset at the same time and sent to you. Advice on how to stay secure can be found here. Please avoid saving any security credentials into your internet browser.

If you have forgotten your passcode you can reset it online by clicking the ‘Online Banking passcode reset’ link on the Online Banking log in page. Simply click the link and follow the on-screen instructions. You’ll need a registered Authenticator App or Digipass to use the process.

At the end of the process:
• For personal customers – we’ll send you a temporary passcode by SMS
• For business customers – we’ll send you a temporary passcode by post to your correspondence address

You can use the temporary passcode, along with your User ID, to log into Online Banking. When you do so, we’ll ask you to change your temporary passcode to something more memorable.

A Digipass® is a small security device which is used by a few customers instead of ‘Cynergy authenticator app’ to log in to Online Banking and to verify it’s you. It scans authentication images that are displayed in online banking and generates a unique authentication code that needs to be input in online banking when prompted. Find out more about how you are protected and the steps you should take to ensure your online banking is secure.

This app is used to scan special authentication images that we will display in Online Banking.  The images are unique to you and the transaction you have requested – they look like this:

Once you have scanned an image the app will display a unique authentication code that you will need to input into Online Banking to complete certain actions such as logging in.

• By phone: Contact us
• 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 your security upon submission, we will immediately suspend your access to Online Banking, and will begin investigating your concern on the next working day.

If you have a joint account, the other user(s) will still have access to the account through their Online Banking. If there is reason to believe their log in details could have been compromised please ask them to report the potential fraud as well.

Please note if your debit card has been lost or stolen, or if you are concerned of potential fraud regarding your debit card please call 0345 850 5555 (+44 (0)20 3375 6422 from outside the UK).

Online Banking can be accessed from anywhere around the world, from any computer with internet access that meets our System requirements. As long as you have your mobile phone or tablet with the new ‘Cynergy Bank Authenticator’ app or your new Digipass®, you can still make payments if you need to. 

Your available balance is the amount of funds available to you at that time.  
 
The balance that is described as current balance on the account details screen does not include the overdraft limit or reserved amounts and may include amounts with a future value date that have not yet cleared in the account.

Internal transfers are now only available to and from accounts to which you are a beneficial owner.

If you are not a beneficial owner on an account, but need to move money to or from it, you can still do this using the ‘Make a Payment’ option. 

The standard daily user limit for Personal users is £10,000 (subject to available funds).

The standard daily user limit for Business users is £50,000 (subject to available funds).

Please call Customer Service if you have any queries about limits on Online Banking.

Only account holder(s) or authorised third parties can access the account online.

Online Banking is free to use (the only cost being any network or data usage). Only transaction charges apply which can be viewed here.

When you log on to Online Banking Help screens are available on each page, which should answer any questions you may have and guide you through how to use the service. 

If your query is not answered on the Help screens, please call our Customer Service team for further assistance.

If you are using Internet Explorer and notice that images are not displaying correctly (they may be cropped or have lines through them), or the menus are not working properly, then you may need to adjust the Compatibility settings. You can usually do this using the ‘Tools’ menu and unticking all options.

If you still experience issues, please contact Customer Service for further assistance.

One time passcodes will be sent to the mobile number we have registered for the Online Banking user. Please ensure that we have your correct details on our records. Please call Customer Service if you have any queries.

Please note that it is not the mobile phone number set up for text message services that will be used for one time passcodes; your primary contact record with the bank must contain the mobile phone number for one time passcodes. Please contact Customer Service if you need to update your contact details or registered mobile phone number for one time passcodes.

If you are unable to view the Online Banking site, check that the computer you are using meets the System requirements for Online Banking.

If you are trying to log on and see an error message saying 'invalid User ID' or 'invalid Passcode', check that you are typing your log on details correctly. 

It may be that Online Banking is temporarily unavailable; therefore please try logging on again after a short time. If you still experience issues logging on, call our Customer Service team for further assistance.

In the Payments section of Online Banking, select the type of payment you wish to make and complete the necessary fields on the screen. You will need to authorise payments by scanning authentication images with either the new ‘Cynergy Bank Authenticator’ app or your new Digipass®.

Please note that it is your responsibility to ensure that the account details of the payees are correct before payments are sent.

To send an international payment (from a non GBP account or outside of the UK) select the 'Make new payment(s) option' and click on the ‘Click to change currency or if payment is not in the UK’. This will display additional fields that are required to make an international payment.

• European payments – Payments made within the European Union require an 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

Transfers can be made between your own account(s) in different currencies but require two working days to clear. The day's exchange rate will be applied automatically. A limit of £250,000 applies for each cross currency transfer; however there is no limit to how many transfers you make provided you have available funds and do not exceed the daily user limit.

Standing orders can be set up, viewed, amended and cancelled online.

Direct Debits can be viewed and cancelled, but a signed mandate from the direct debit originator addressed to the bank is required to set up a new Direct Debit.

Account(s) are set up for online access in accordance with the existing signing instructions. Business accounts that require more than one signature will require more than one Online Banking user with the appropriate authority to approve a transaction.

When you are applying for a new account in Online Banking we check to make sure you’re eligible for the product. If you are not eligible to apply, it may be for one of the following reasons;

• You do not have a UK registered address
• You do not currently have an open account with us
• You currently only hold a joint account or the account is not in your own name (for example, a power of attorney account)

You may still be eligible to apply for the account through our new customer route if the product is available to the general public. To check this, you should visit the product page on our website.

To enhance our online banking security, we use TLS v1.2 encryption. All latest version of major browsers (Chrome, Firefox, Internet Explorer, Safari and Opera) are TLS v1.2 enabled by default.

If you are not able to access our website or online banking, please upgrade your Internet browser.

Please click here to view the operating systems and browsers supported by Trusteer Rapport. Please note that Microsoft Edge is currently not supported by IBM Trusteer Rapport.

Please click here for system requirements (PC, Mac and mobile).

You can find out more about Trusteer Rapport and view tutorials on the Trusteer website at http://www.trusteer.com/learning-center.

Any performance or browser issues experienced immediately following installation of Trusteer Rapport are most likely a result of software incompatibility or a clash with malware already on your computer. While Trusteer Rapport is tested extensively against hundreds of software solutions and Trusteer does everything they can to prevent, identify and fix such issues, inevitably a few software combinations remain untested. Trusteer will work with you to resolve any issue you're experiencing. Visit the Trusteer website to start an online chat with a Trusteer support representative.

Anti-virus software, anti-spyware software, personal firewalls and anti-phishing toolbars are important and useful. For financial fraud and identity theft however, criminals use new, sophisticated techniques that can go undetected by conventional desktop security software. Trusteer Rapport's protection is based on an entirely different technology. Trusteer Rapport protects your username, password, and other sensitive login information, and prevents malware and fraudulent websites from stealing this information. Trusteer Rapport also protects your online communication and prevents malware from tampering with your transactions (for example, transferring money from your bank account to the attacker's bank account). If you bank online, Trusteer Rapport can significantly reduce your exposure to financial fraud and identity theft.

Yes. Trusteer Rapport does not replace your anti-virus software. It works differently and prevents attacks that your anti-virus software cannot detect or remove. Anti-virus and Trusteer Rapport are two complementary security layers and we recommend using both for maximal protection. You need to make sure that you keep your anti-virus up to date.

When you download the software, it's already set up to protect you when you use Cynergy Bank Online Banking. However, you can set the software up to protect other websites too. Visit the Trusteer website to protect other selected websites.

When you browse to a website the Trusteer Rapport icon will appear next to the browser’s address bar. The icon is green when Trusteer Rapport is protecting your communication with the website. And the icon is grey when the communication is not protected. When Trusteer Rapport identifies a security hazard it usually neutralises the threat without having to inform you. In a few cases where Trusteer Rapport detects some level of risk, it may require a confirmation (i.e. Yes or no) from you before neutralising the threat.

You can find out more about Trusteer Rapport and view tutorials on the Trusteer website at http://www-03.ibm.com/software/products/en/trusteer-rapport. You can also click 'Live Support Online' on the left hand side of the support page to start an online chat with a Trusteer support representative.

To see the Trusteer Rapport icon in your Google Chrome address bar you can enable Trusteer Rapport’s Google Chrome extension here.

‘Visa Secure’ is a special program designed to protect you from unauthorised use of your Visa debit card. It’s a simple, secure way to pay at thousands of participating online retailers. You just set up a private password, known only to you and Cynergy Bank. You can register your card for this protection by clicking on a link to ‘Visa Secure’ the next time you are shopping at a participating retailer. You will be asked to enter some simple information that you have on your card, and then you can create your own password. Once you have activated your card, you will automatically be prompted to provide your password as part of the checkout process each time you make a purchase at a participating retailer. Your password will have to be verified by Cynergy Bank for the checkout process to continue. So even if someone knows your debit card number, they can’t buy online without your password. This service is free and once you have registered, you can start making secure purchases using your Cynergy Bank Visa debit card.

If you’ve forgotten your Debit Card PIN number, please call Customer Service to request a reminder on 0345 850 5555 (+44 20 3375 6422 from outside UK) between 8.00am and 6.00pm Monday to Friday. Calls may be recorded for monitoring and training. 

Yes. At Cynergy Bank we use high levels of security. Once you have applied for Online Banking, you will receive a User ID and passcode to log-in with each time you access Online Banking. You will also be asked to download our new ‘Cynergy Bank Authenticator’ app to your smartphone or request for an upgraded Digipass® which will be used to verify it’s you when you login to Online Banking, make payments and certain other requests via Online Banking.

This app is used to scan special authentication images that we will display in Online Banking.  The images are unique to you and the transaction you have requested – they look like this:

Once you have scanned an image the app will display a unique authentication code that you will need to input into Online Banking to complete certain actions such as logging in.

A Digipass® is a small security device which is used by a few customers instead of the new ‘Cynergy authenticator app’ to log in to Online Banking and to authenticate some actions. It scans authentication images that are displayed in Online Banking and generates a unique authentication code that needs to be input in Online Banking when prompted. Find out more about how you are protected and the steps you should take to ensure your Online Banking is secure.

If you think that any of your accounts with us have been accessed online by someone other than yourself - please contact us immediately on 0345 850 5555.

PSD2 stands for Payment Services Directive 2 and is an EU regulation which aims to protect customers by making payments safer and more secure.  For more information on PSD2, payment security and your benefits and rights as a consumer, you can view the European Commission Fact Sheet here.

Visa Secure is a program that helps confirm your identity when you make an online purchase using your debit card. There’s no need to download anything or register your card. This service will automatically work at checkout at any of Visa’s participating online merchants that display the Visa Secure badge. During an online purchase you may be prompted at checkout to verify your identity by entering a one-time passcode that is sent to the mobile number you have registered with the Bank. This extra authentication step is designed to protect you from fraud. The Visa logo will be displayed to give you peace of mind.

OTP is a security feature service for online transactions. When you are transacting online where the merchant site requires you to provide an OTP, it will be sent to your mobile phone via SMS. You must then enter the unique OTP to complete the transaction. This service applies only to debit card holders whose mobile phone number is registered in the Cynergy Bank system.

OTP provides increased security as it requires you to go through an authentication process when you are making an online transaction using your debit card with a merchant online that has a Visa Secure logo.

Registration for Visa Secure is not required. However, this service applies only to debit cardholders whose mobile phone number is already registered in the Cynergy Bank system.

No, only those online merchants who participate and have the Visa Secure logo may ask you to enter the OTP to complete a transaction.

Please send us a Secure Message from Online Banking with the details or call Customer Service on 0345 850 5555 (+44 20 3375 6422 if outside the UK) between 8.00am and 6.00pm Monday to Friday. Calls may be recorded for monitoring and training.

If you do not receive the SMS with your OTP, you can click "Send new code" to request a new OTP.

You may make three attempts to enter your OTP. However, if you still enter the wrong OTP after the third attempt, you can request a new OTP by selecting “Send new code”.

Yes, we will send the OTP to your mobile phone number already registered in the Cynergy Bank system. When you are overseas and using an overseas mobile service provider, please make sure your mobile phone is able to receive international SMS which also means your mobile phone can receive the OTP.