Guide to digital banking

Online and mobile banking usually let you:  

• view your accounts, including savings, credit cards, mortgages, loans and investments
• pay bills and transfer money to other accounts
• set up or cancel regular payments, such as Direct Debits and standing orders
• view transactions and bank statements
• open and close accounts, or request changes – such as adjusting your overdraft or credit limit
• set up instant spend notifications whenever your card is used
• set maximum spending and cash withdrawal limits. 

You’ll need to register for access, which you can usually request online. The easiest way is to go to your bank’s homepage and look for ‘register’, then follow the on-screen steps. For mobile banking, you can download your bank’s app from the app store on your mobile phone. 

The registration process varies per bank but usually involves completing several security steps. This could include: 

• a set-up code sent to your mobile
• a password and registration number posted to you
• a card reader or security device sent to you, which you’ll need to log on. 

Once you’re registered, you’ll be able to login whenever you need to.  

If you’re not confident doing this yourself, check if your bank can help you – many offer free digital lessons over the phone or via video call.

Most online banks will allow you to:

• instantly freeze and unfreeze your card – if you lose your card, you can freeze it to stop any thieves from using it

• chat with customer support – you can often do this directly in your banking app

• create savings pots – this is helpful if you’re working towards a savings goal 

• check your credit score – a good idea if you’re looking to use credit in the near future

• update your details – it's usually quite easy to update details like your address or phone number.

Not every online bank offers the same features. You can view a guide to the Top digital and app-based bank accountsOpens in a new window on MoneySavingExpert. 

As well as high street banks with their own online banking options, there are banks that are fully digital.

App-only banks allow you to set up and access your account using your mobile phone or tablet. They come with most of the same features as high street banks, including savings account options and overdrafts.

App-only banks often have lower or no fees for overseas spending, so they can be a good option if you spend money abroad.

Because these banks don’t have a branch you can visit, customer support will usually only be given by phone or live chat. 

Banks take lots of precautions to make sure your online account is safe, including using encrypted websites, timed logouts and multi-step verification processes. This works by using something you know, such as a password, and something you have, like your mobile phone and fingerprint.  

For example, before allowing you to log in or make a payment, you could be asked to: 

• enter your username and password
• confirm a code that’s been sent to your device
• use facial recognition or a fingerprint reader. 

Having instant access to your accounts can also help you spot any unusual activity quickly, especially if you’ve set up spending notifications that alert you whenever your card is used.  

Many online banking platforms also allow you to freeze your card – for example, if you realise it’s lost or stolen – and set up daily spending and cash withdrawal limits.  

While the technology has safeguards in place, there are many online and phone scams to watch out for. Run by fraudsters, the aim is to trick you into sharing your login details or other sensitive details so they can gain access.   

Here are a few rules to follow to stay safe:

• Never give personal information, passwords, one-time passcodes or online banking login details to anyone – your bank will never call, email or text you asking for these.
• If you receive a phone call from someone claiming to be from your bank, hang up the phone and dial 159 – the Stop Scams UK hotlineOpens in a new window – or the number printed on the back of your card to make sure it’s genuine.
• Don’t reply to emails that claim to be from your bank asking for personal details or passwords, and never click on any links in emails or text messages. Instead, forward the email to report@phishing.gov.ukOpens in a new window so the National Cyber Security Centre (NCSC) can investigate.
• If you receive a suspicious text message, don’t respond. You can forward this to 7726 for free, which reports the message to your mobile operator.
• Check your statement often and report any unusual activity to your bank as soon as you can.
• Use a safe and secure wi-fi connection or mobile data when accessing your accounts – fraudsters can use public wi-fi to steal information.
• Always remember to log out of your online banking session. 

Read more in our beginner’s guide to scams and find more information about shopping and paying safely online.

Authorised push payment fraud is a type of scam where the scammer pretends to be a legitimate business, such as your bank or a business partner, and tricks you into sending money to them.

We have information about Authorised push payment fraud, how to spot it and what to do.

Never reveal your one-time password (OTP) to anyone. Scammers will often pose as legitimate businesses or your own bank and use the code to steal your money.  

If you think you’ve given an OTP or authentication code to a scammer, phone your bank using the number on the back of your card, or the anti-fraud hotline on 159, and report it immediately.

Each bank has their own online and mobile banking platform, so you’ll need to use different apps or login details to view each of your accounts.

Open Banking can give you an overview of your financial information. There are a few apps and websites that can use Open Banking to combine data from your bank accounts. This can then help you to understand your money situation and manage your spending.

You’ll need to:

• register for online or mobile banking for each account

• allow your banking information to be shared safely and securely with Open Banking. 

There are several companies that provide account dashboard services, including some high-street banks. Always make sure you’re confident that any organisation you share your information with are who they say they are – check whether the app or website you want to use is registeredOpens in a new window by the Financial Conduct Authority (FCA) and is on Open BankingOpens in a new window before using it.

As part of the sign-up process, you’ll usually be asked for the details of the accounts you’d like to connect, and the information you’re happy for them to be able to view. This could include: 

• account data, including the balance and name on the account
• regular payment details, such as standing orders and Direct Debits
• transactions, such as incoming and outgoing payments
• account features and benefits, such as fees, overdraft payments and rewards. 

You’re then usually directed to your banking app or online portal to login and confirm you want to share this information.

You can withdraw your permission at any time, although it automatically expires after 90 days, so you’ll be asked for permission again every so often. 

If you notice a payment out of your account that you didn’t authorise, contact your bank or building society as soon as possible to ask for a refund.

You also have the right to complain directly to a company and they must respond within 15 working days. If your data has been used for something you didn’t agree to, they must explain how and why they’re processing your information

If you’re not happy with how your information is being used, contact the Information Commissioner’s Office (ICO)Opens in a new window If you think you’ve been the victim of a scam, report it to Action Fraud on 0300 123 2040Opens in a new window or use their online reporting toolOpens in a new window You should also report it to the FCAOpens in a new window

Although many accounts are only available online or via an app, you’ll still find lots of options that allow you to open and manage in a branch, via a Post Office, by post and by phone.  

With these accounts, online and mobile banking are optional – so you can simply choose not to register.

To compare current account features, including app-only banks and those that offer branch and Post Office banking, use our comparison tool. You can also view our guide How to choose the right bank account.