Digital Banking Basics is here to help customers learn more about using things like Online and Mobile Banking.
If you want to learn how to use Online or Mobile Banking, then this page is designed to help.
Why learn Digital Banking Basics?
Learn how to get log on details for Mobile and Online Banking
Find out what you can do in Mobile and Online Banking
Learn how to keep your accounts safe when banking digitally
See how you can make payments and more using mobile
How do I get started?
You can use our Mobile Banking app, or Online Banking through our website. You'll need log on details to use them. The good news is, you can use the same details for both.
When you ask for log on details, you’ll either get them straight away, or they’ll come through the post.
Once you have your log on details, enter them in Online Banking or you can download the Mobile Banking app and enter them there.
If you’re not registered for One Time Passcodes, you’ll need to log on for the first time using Online Banking. This is to confirm your contact details. Once you’ve done this, you can use the Mobile Banking app.
You can download our app on your mobile phone or device from the iOS App Store or the Google Play Store. Just click on one of the logos below to get started. We don’t ever recommend downloading apps from other third-party sites.
You can also search for the app in the Apple App Store if you have an Apple device like an iPhone or iPad. If you have an Android phone, you can search for the app in the Google Play Store. The app is called ‘Santander Mobile Banking’.
Once you’ve downloaded the app, pop in your log on details. If you need help, there’s a step-by-step how to guide
You’ll then need to enter your details and go through some security checks. This might include us sending you a code by text or email to check it's you.
- You can access Online Banking on your computer, tablet or smartphone.
- Open your preferred internet browser.
- Either type retail.santander.co.uk into your internet browser or go to santander.co.uk and then click ‘log on’.
- Enter your personal ID and security number on the log on page and click ‘log on’.
You can learn more about Online Banking
Online Banking
- If you’ve forgotten your log on details or you’re locked out of your account, you can reset your details
- If you don’t know your personal ID, you can click Forgotten my Personal ID
Mobile Banking app
- You can either use the Online Banking reset details journey or you can do this in the app.
- To use the app, you’ll need to have registered your mobile number with us.
- Tap ‘Forgotten details?’ in the app. You’ll do some security checks and then you’ll be able to create a new security number in the app.
- We have a step-by-step how to guide if you need more information.
Trouble logging on
The Trouble logging on page has tips for when you’re having issues logging on.
Sometimes in the app, if you’re logging on for the first time, or if you’re resetting your details, you’ll be asked to take a picture of your ID and then your face. This is to make sure it’s you using the app and is a step to keep you safe.
We have a step-by-step how to guide to help you through the process.
If you don’t have ID, tap ‘No, not right now’ when asked to start the process. If you go in accidentally and want to come out, tap the ‘x’ in the top right of the screen.
You’ll be asked to do different security checks instead.
What can I do in Digital Banking?
You can choose a digital option that suits you. You can use the Mobile Banking app on a smartphone or tablet, or you can use Online Banking, on our website, using a computer, smartphone or tablet. You can also chat with us and use a cash machine.
There’s so much you can do, including viewing your accounts and transactions anytime you want. You can make payments and move money between your own accounts whenever you want. You can manage your card, giving you peace of mind if you can’t find it.
Visit our Mobile Banking page to see what you can do in the app.
You can also use our step-by-step how to guides to learn how to use the different features in the app.
If you’d like to learn what’s new and coming soon in the app, visit our app updates page
To learn more about how to make payments, visit our payments page
You can use the Mobile Banking app to:
Visit our Online Banking page to see what you can do.
You can also use our Online Banking guides to learn how to use the different features.
To learn more about how to make payments, visit our payments page
Take a look at our banking at the cash machine page to learn what you can do with our touch screen machines.
You can find your nearest cash machine by using our branch locator
Sandi is our chat assistant. Sandi can help you with quick answers to everyday banking queries.
Sandi can also help you with specific tasks if you’re logged on to Online or Mobile Banking.
When you’re on our website you can find ‘Chat with us’ on the right-hand side of the page.
You can Chat with Sandi in the Mobile Banking app when you’re logged on by tapping ‘Help centre’ in the menu and then tap ‘Chat with us’.
You can Chat with Sandi in Online Banking when you’re logged on by clicking the ‘Chat with us’ button on the right-hand side of the page.
Visit our chat with us page to learn more.
Set up a strong passcode or PIN
- On iPhone X and later, or iPad with Face ID, go to ‘Settings’, then ‘Face ID & Passcode’. On earlier iPhone models, go to ‘Touch ID & Passcode’. On devices without Touch ID, go to ‘Settings’, then ‘Passcode’.
- Tap ‘Turn Passcode On’.
- Enter a six-digit passcode. Or you can tap ‘Passcode Options’ to choose your preferred passcode.
- Enter your passcode again to confirm and activate it.
Set up biometric security
- Go to ‘Settings’, then tap ‘Face ID & Passcode’. If asked, enter your passcode. If you didn’t set a passcode, you’ll be asked to create one to use as a different way to confirm it’s you.
- Tap ‘Set Up Face ID’.
- Hold your device with your face in front of your device, then tap ‘Get Started’.
- Position your face inside the frame and gently move your head to complete the circle. If you’re unable to move your head, tap ‘Accessibility Options’.
- When you’ve finished the first face ID scan, tap ‘Continue’.
- Gently move your head to complete the circle for a second time. Then tap ‘Done’.
Turn on stolen device protection
- Go to ‘Settings’, then tap ‘Face ID & Passcode’.
- Enter your device passcode.
- Tap ‘Stolen Device Protection’, then toggle ‘Stolen Device Protection’ on. This will need Face ID or Fingerprint set up and ‘Find my iPhone’ turned on.
Stolen Device Protection will mean some features have extra security requirements when your phone is away from familiar places like your home or work. These help stop someone who has stolen your device from making changes to it.
- Face ID or Touch ID authentication: some actions, such as viewing stored passwords and credit cards, need to authenticate with Face ID or Touch ID. There’s no option to use passcode instead. This is so only you can access these features.
- Security Delay: some security actions, such as changing your Apple Account password, require you to wait an hour. Then do Face ID or Touch ID again.
Turn on device tracking: Find my iPhone
- Open ‘Settings’.
- Tap your name at the top, then tap ‘Find my iPhone’.
- If you want friends and family to know where you are, turn on ‘Share my location’.
- Tap ‘Find my iPhone’, then turn on Find my iPhone.
- To see your device even when it’s offline, turn on ‘Find my Network’.
- Turn on ‘Send last location’ if you want your device’s location sent to Apple when the battery is low.
- If you want to be able to find your lost device on a map, turn on location services. Go to ‘Settings, then ‘Privacy & Security’, then ‘Location Services’, then turn on ‘Location Services’.
Enable automatic software updates
Go to ‘Settings’, ‘General’ then ‘Software Update’, turn on ‘Automatic Updates’.
Add Face or Touch ID to important apps
If your device is updated you can add a biometric check to apps like messaging, emails and shopping.
Hide preview notifications
Open ‘Settings’, tap ‘Notifications’ then ‘Messages, then ‘Show Previews.’ Select ‘Never’ or ‘Off’ to turn off previews.
Apple Passwords
Password manager that keeps passwords safe behind your Face ID or Biometrics.
Back up your data to iCloud
If you lose your phone, you can get your data back from iCloud by backing up your phone's data.
Connect your device to a Wi-Fi network.
- Go to ‘Settings’, tap your name then tap ‘iCloud’.
- Tap ‘iCloud Backup’.
- Tap ‘Back up Now’.
- Stay connected to Wi-Fi until the process ends. Under Back up Now, you'll be able to see the date and time of the last back up.
Add Multi Factor Authentication to main accounts
Your main apps will have this under ‘Settings’ then ‘Privacy/Security’.
Set up a strong passcode or PIN
- Open your phone’s ‘Settings’
- Tap ‘Security’.
- To choose a type of screen lock, tap ‘Screen Lock.’ If you’ve already set a lock, you’ll need to enter your PIN, pattern or password before you can choose a different one.
- Tap the screen lock option you’d like to use.
- Follow the on-screen instructions.
Set up biometric security
- Go to ‘Settings’ then ‘Security’ or ‘Biometrics and security' depending on your device model.
- Tap ‘Face recognition’, or ‘Face unlock’.
- Follow the instructions on-screen to register your face. Usually this means positioning your face in an area on screen and slowly moving your head to capture different angles.
- Once your face is registered, choose how and when face recognition is used.
- After setting up face recognition, review any settings that can enhance security. This could include adding a fingerprint sensor after face recognition or setting up a secondary lock method like PIN or pattern.
Stolen device protection
- Android doesn’t support a feature that forces Biometrics as the only authentication method. That makes it important to have a strong alphanumeric passcode along with biometrics.
- Android users can remotely erase data on their device if it’s lost or stolen. This can be done using the factory reset feature in the ‘Find my mobile/device’ settings.
Turn on device tracking: Find my Mobile
- Open ‘Settings’.
- Tap your account at the top of the screen, then ‘services’.
- Click ‘Find my mobile’.
- Toggle ‘Allow this phone to be found’ on.
- You can also choose from the following security features on Find my Mobile:
- Remote unlock
- Send last location
- Offline finding
Storing Passwords
Use a password manager attached to your phone to store passwords behind a secure password and biometrics.
Enable automatic software updates
Go to ‘Settings,’ then ‘System’, then ‘Advanced’, then ‘System Update’, and make sure automatic system updates are turned on.
Add Face or Touch ID to important apps
If your device is updated you can add a biometric check to apps like messaging, email or shopping.
Hide preview notifications
Open your phone’s ‘Settings’, then ‘Notifications, then under ‘Lock screen’ tap ‘Notifications on lock screen’ or ‘On lock screen’, then choose ‘Don’t show notifications’.
Passwords
Password manager that keeps passwords safe behind your Face ID or Biometrics.
Back up your data to iCloud
- Android uses the ‘Google One backup service’ to back up data to the cloud.
- Go to ‘Settings’, then ‘System’, then ‘Backup’.
- Toggle backup by selecting ‘Google One On’.
- Go into the Google account data and toggle on everything you want to sync.
- You can also back up your photos to ‘Google Photos’ as cloud storage to save memory on your device.
Add Multi Factor Authentication to main accounts
Your main apps will have this under ‘Settings’ then ‘Privacy/Security’.
Keeping your money safe
Sadly, fraud is the most commonly experienced crime in the UK. Criminals want access to your accounts and to get hold of your money. That’s why we’re here to help you protect yourself and keep your money safe.
With the right awareness and some simple prevention information on your side, you can help keep the scammers at bay.
We’ve covered some key scam types and details here, but there’s loads more helpful information on our fraud webpages. Or you can visit our ‘Fraud Hub’ on your mobile app. This has short educational courses and interactive quizzes for you to try (with more content being added all the time). For independent advice on fraud prevention, visit Take Five. A national campaign offering straight-forward advice.
Bank impersonation
- These scams commonly originate over the phone and involve someone ‘impersonating’ a Santander employee.
- The caller advises that your account is at risk, or that unauthorised transactions are leaving the account.
- They’ll tell you the fraud can be stopped, but you need to authenticate this by sharing an OTP or through the mobile app.
- Or they’ll ask you to move all your money to a new account to keep it safe.
How to protect and prevent
- Never share a token code with anyone, not even a Santander employee. We'll never ask for this.
- Never use the mobile app to authenticate a transaction you’ve not chosen yourself.
- Never use caller ID to validate the caller’s number as genuine. Numbers can be ‘spoofed’.
Family impersonation
- This starts with a message from someone on WhatsApp or by text. They'll pretend to be someone you know.
- It might start ‘Hi Mum’ or ‘Hi Dad’ making you think it’s one of your children.
- There’ll be a story about how they’ve got a new phone, and they might have a general chit chat with you.
- Then they’ll ask for some financial help. They might ask you to transfer some money to a friend, or for you to pay a bill.
How to protect and prevent
- Never take things at face value. Criminals pretend to be people you trust. Always make sure you really know who you’re talking to.
- Always double-check payment requests. You should check on a known and trusted number or in person. Do this before moving any money.
- Avoid using contact information in a payment request. Using contact details in the payment request can lead to you checking with the criminal.
Authorising transactions - OTP
We use One Time Passcodes (OTPs) to protect your money. They’re a bit like the key to your front door. You wouldn’t give that to anyone else. An OTP is similar, it’s the key to your account. And it shouldn’t be shared with anyone.
An OTP is a message sent to the mobile phone registered to your account. They’re sent when you pay someone new, make an online card purchase or make any changes to your account digitally. Each one is unique to the transaction you’re making.
Criminals try and trick you to reveal OTPs. This is because they need them to carry out transactions. It’s how they can get your money into their account. There are a few red flags.
- If you receive an OTP when you're not making a transaction, it's likely to be fraud.
- If someone asks you to read or send an OTP, stop, don’t do it, it will be fraud.
How to protect and prevent
- Don’t share an OTP with anyone. Not even with Santander staff.
- Make sure the detail in the OTP message matches with the transaction you’re making.
- Make sure you know who you're talking to. Do this before taking any action.
- If the call is from your bank, dial 159. This is a safe and secure number. It will connect you directly to your bank.
- If the call is from anyone else call them on a known and trusted number.
Authorising transactions – Mobile Banking
- You can use the mobile app to authorise transactions on your account.
- Criminals try and trick you to authorise payments through your app. It’s how they can get your money into their account.
How to protect and prevent
- If you’re on the phone with someone and they’re asking you to authorise a payment, stop.
- Make sure the detail in the OTP message or Mobile Banking authentication matches with the transaction you’re making.
- Make sure the company and amount are correct before authorising.
- If you’re not sure, stop and call 159. This will securely connect you to your bank.