Important Cookie Information - this message will appear only once
(this message will appear only once)

To give you the best possible experience, this site uses cookies and by continuing to use the site you agree that we can save them on your device. Cookies are small text files which are placed on your computer and which remember your preferences/some details of your visit. Our cookies don't collect personal information. For more information, please read our updated privacy and cookie policy, which also explains how to disable cookies if you wish to.

Banking login

Frequently Asked Questions

Updating/Registering the app

Who can use the app?

To access the app and text alert service you must be:

  • A smile customer aged over 16.
  • Hold a smile current account or savings account.
  • Registered for internet banking.
  • Have a valid UK mobile phone number (11 digits, starting with 07, for example 07123456789) and a valid handset which is specified on the right-hand side.

Which phones does the app work with?

  • iOS version 7.0 and above.
  • Android version 4.1 and above.
  • Blackberry version 5.0 – 7.0 (except Z10/Q10).

Note: Any handsets with Windows operating systems are not supported.

How do I update the app?

You’ll need to download the mobile banking app from:

iTunes (for iPhone)

Google play (for Android)

Blackberry App World (for Blackberry)

  • After launching the app, a What’s New? Screen is displayed. You should click Continue.
  • You must accept the updated Terms and Conditions by reading and scrolling down and clicking the I accept button.
  • You can then log in as usual after completing step 1 & step 2.

Using the app

Will I be charged for using the app?

We will not charge you for downloading or using the app. However, your mobile network provider may charge you for data use depending on your tariff. You may also use this service when connected to a Wi-Fi network. Please check with your network provider for details.

Can I use this service abroad?

Yes. Although overseas network charges may apply. Please check with your network provider prior to travelling.

How much will it cost to call the phone numbers inside the app?

Because of the high charges that often apply to calling 0840 and 0800 numbers from mobile phones, we’ve created new numbers specifically for calling from your mobile device. Calling these numbers will be charged at local rates and will be free if you have inclusive minutes on your price plan. Calls may be monitored or recorded for security and training purposes.

How can I cancel this service?

Inside the app, go to the 'More' menu and select 'Settings'. There is an option here to cancel the service. Please follow the on-screen instructions.

If you close your accounts with us, you will no longer be able to login to the app and use the account detail and alerts features.

Accounts/Balances

What accounts will I be able to check using this service?

You’ll be able to check your balance and recent transactions for any current or linked savings accounts and credit card accounts that you hold with us.

What balance is displayed in the app?

If you have a current account or savings account you will be able to see your:

  • Current balance (un-cleared)
  • Available balance
  • Any agreed overdraft  (current accounts only)

What does my available balance mean?

It’s the amount you have available to spend/withdraw and includes your overdraft and any recent card transactions (these don’t debit your account straight away, they can take a few days). E.g. if your balance is £500, with an overdraft of £200 and you have made a £50 card payment, your available balance will be £650. New refunds (credits) will not be shown straight away.

Please allow 6 working days for cheques to clear

Can I use this service with a joint account?

Yes. Both account holders will be able to use the app and see the account information but will have to download the app and register on different phones.

Why can't I see all of my accounts in the app?

Due to technical reasons we can currently only show current accounts, linked savings accounts and credit cards. We are working on including other accounts within the app such as loans, but didn’t want to stop you being able to manage your other accounts while we develop these improvements.

I also have a Co-operative Bank account. Can I have both apps on my phone?

Yes. Although you’ll have to complete the registration on both apps.

I also have a Co-operative Bank account. Can I have get alerts for that account too?

Yes. Although you’ll have to register those accounts on the Co-operative Bank website.

Security

Is this service and my information secure?

Yes. Here at smile, keeping your personal information secure and confidential is crucial to us. To protect all our customers we use a range of strict security measures including encryption technology. We've used independent security experts to test our application to check that it's secure.

We recommend you take all possible precautions to protect your mobile device by enabling lock codes/PIN numbers where possible.

Please keep your details safe by not storing your mobile banking passcode on your device. Also, delete any sensitive information from your phone memory, so you're not handing a thief your identity if you lose your handset.

Can I use this service if I jailbreak or root my smartphone?

Jailbreaking or rooting is the process of removing some or all of limitations imposed by the phone manufacturer on their devices. This can impact the device's built in security features, which may leave your device more vulnerable to fraudulent attacks. We therefore strongly recommend you do not download or use the smile Mobile Banking App with a jailbroken or rooted device.

Where can I find out more about online security?

You can find out more about online security, including how to keep your mobile phone secure at www.banksafeonline.org.uk.

What should I do if I lose or change my phone?

If you have lost your phone, contact your mobile network provider immediately so they can disable your phone. Please keep a note of your IMEI number to assist with this.

Mobile Banking App customers

Your mobile banking data will be safe as long as your passcode is secure.

Never store your security passcode or any other banking login credentials or PINs on your phone. If you think someone may know your passcode, call customer services as soon as you can on 03457 212 212^ .

If you get a new smartphone with the same phone number, just download the app again and request a new activation code. Once you've entered this you'll be able to access your mobile banking service again.

If you change your phone number, you'll need to download the app again and re-register for the service.

Text Message Banking Customers

If you get a new phone with the same number, you will continue to receive alerts. If you need to change numbers you can cancel or change the phone number by going through the registration process again.

To register a new number, open the registration form and enter your new number at the first stage of registration. You'll be sent a new activation code to register this number in place of the old one.

What do I do if I feel my passcode has been compromised?

Call customer services as soon as you can on 03457 212 212^.

What should I do if I lose or change my phone?

If you have lost your  phone, you should contact their mobile network provider immediately so they can disable the phone. You should keep a note of the IMEI number to assist with this.  Mobile banking data will be safe as long as the customer’s passcode is secure.

If  you have a new phone with the same phone number, you will need to download the app again and request a new activation code. Once entered, you can access the mobile banking service again.

Are any security details stored on the phone?

No. The phone will only contain part of a unique code our system which is used to identify the device when it connects to our network. All personal data is securely stored on our system.

Please keep your details safe by not storing your mobile banking passcode on your device. Also, delete any sensitive information from your phone memory, so you're not handing a thief your identity if you lose your handset.

Never store your security passcode or any other banking login credentials or PINs on your phone.

Transactions/Payments

Can I use this service to make transactions on my account?

Yes, you can transfer money between your current and savings accounts. You can also pay bills and send money to people that you have paid before.

Why can’t I transfer money in and out of all my accounts?

The accounts follow the same rules as set up on Internet Banking. When you select the source and destination account, the app only lists the eligible accounts.

I have both a Co-operative Bank and a smile account, can I transfer money between them?

Yes, if you have already set this payment up using internet banking, use the Pay a bill or send money option from the Payments menu item.

If you have a Co-operative Bank or smile credit card, you can use this option to make payments to your credit card bill.

I lost internet connectivity when transferring money, how do I know if the transfer has gone through?

Log back into the app, the account balances and transaction lists will be refreshed to show whether the money has been transferred or not.

Can a payment only be made to payees already set up using internet banking or telephony banking?

Yes, to make a payment to a new payee you must first set this up using internet or telephone banking.

Why can’t I set up new payments using the app?

To protect our customers from fraud attacks you need to go through additional levels of security when setting up a new payment. Currently this is only available via internet or telephone banking.

Alerts

I get an error when I enter the limit alert amount. What is wrong?

The alert limit must be a whole number, with no decimal places. Please enter the amount to the nearest pound.

Will I be charged for text alerts?

We will not charge you for text alerts and most mobile network providers will not charge you to receive messages from us. If you are unsure, please check with your network provider. Sending us a text message to receive a balance alert will be charged at the standard rate by your provider.

Will I be charged for requesting a balance via text message?

When you request an SMS balance, the text is charged at your standard network rate, which may be included in any text bundle allowance you have. If you are unsure, please check with your network provider.

If I go on holiday, will I be charged for receiving an alert message?

We will not charge you for text alerts, but you may incur charges from your network provider to receive text messages while abroad. Please check with your network provider.

If you do not wish to receive messages while you are abroad, you can temporarily cancel the service by changing the alert settings in the smile Mobile Banking App, or sending STOP to 87212. You will need to set up the alerts again when you return home.

Will my text message alerts include my overdraft limit?

No. The balance that is issued by text message will not include any formal overdraft limits that you have agreed on your account or outstanding debit card authorisations (payments made using your debit card). Cheques that have been credited to your account in the previous 6 working days may still be returned unpaid by the issuing bank.  You can assume at the end of 6 business days after a cheque is credited to your account that the cheque is cleared.

What number will my text alerts arrive by?

You won’t see a number when you receive alerts from us. They will come from "smile".

If I update the Weekly Alert settings after I have received my weekly text, will I have to wait a week for the changes to take effect?

No. You’ll receive it on the next day you’ve asked to receive an alert. For example, if you receive an alert on Monday and that same day change your settings to get them on Thursday instead, you’ll receive your next alert on Thursday that same week.

Do text alerts take an overdraft limit into account?

Yes. Weekly balance alerts will include the available balance (which includes any agreed overdraft facility). Limit alerts will be sent when your available balance goes above or below the limits set, including the overdraft.

Inbox

What sort of messages will be sent to the inbox?

From time to time, we may need to perform some system updates which will mean the app will be unavailable. We’ll send you a message to let you know when.

All alerts e.g. weekly and limit alerts will also be stored here.