FAQ

Frequently Asked Questions

General questions

Occasionally we may need to temporarily disable Express Sign in. In this instance you'll be asked to sign in with your username, password and memorable information to access your accounts until Express Sign in is re-activated.
Once you’ve registered your device with the app, you can carry out all of the transactions that are available through Online Banking.
Express Sign-in is a fast and safe way to sign in from your own device by using your fingerprint (Touch ID on iPhones, Fingerprint on Android devices), Face ID with iPhone X, or entering a combination from your memorable information. To do this, you'll need to register your device the first time you use the app. We'll then link your web app profile to the mobile app so you can sign in more quickly and easily.
Yes. Your username, password and memorable information are the same whether you use a desktop computer or mobile device to access your accounts online.
Just sign in with your usual details or follow the on-screen instructions to register.
To register you'll need your username and password. If you're not already a Moneyvault customer, you can register in the app or through our web app.
There may be times when Touch ID is unable to properly read your fingerprint – for example if your finger is wet – and after three unsuccessful attempts, you’ll be prompted instead to use Express Sign-in.
Yes, you can download and register the mobile app on up to 10 Apple iOS and Android devices. You can then use the same Express Sign-in details on each one. Or you can access Moneyvault through the web browser on your tablet.
No. Moneyvault needs full internet access on your mobile phone or tablet.
Yes, the app transmits and receives fully encrypted data, so it's safe to use over a public wifi network.
Yes, although it may be unlawful to use some of the services in some countries. Your operator may charge you for using Moneyvault Mobile App abroad, and roaming charges may apply, so please check with them.
Yes, it’s important that you don’t forget your Moneyvault password and memorable information. There may be times when your device is unable to properly read your fingerprint or face – for example if your finger is wet – and after three unsuccessful attempts, you’ll instead need to use Express Sign-in – which is a combination of three characters from your Memorable Information. You’ll still be prompted to enter your Moneyvault password from time to time, including whenever you set up new payments.
This is a 'timeout' feature that stops you from accidentally leaving your Moneyvault account open on your mobile phone. You’ll be signed out automatically after a period of inactivity.
You can quickly and easily look through several years of Moneyvault accounts transactions, and up to two years on your cards.
No. If someone else has fingerprints registered on your device, that person could access your accounts and they would be responsible for any transactions authorised as a result (though they’d still need your password to make a payment).
Our enhanced security systems mean that once you've registered your device with the app, we can link your unique profile to the app to ensure that your transactions are safe and secure. This means that only you will be able to use the app on your device. You'll then be able to access your accounts quickly and easily by signing in with your fingerprint on compatible iPhone and Android devices and Face ID on iPhone X or later.
If you've forgotten your Moneyvault Account password or memorable information, don’t worry, you can reset it on our website or mobile app. Select 'forgotten your password’ on the sign-in screen and follow the security steps to verify your identity and reset your details.
Yes. The Moneyvault Mobile app uses industry-standard encryption (Secure Socket Layer - SSL), just like a computer's internet browser. You can also help keep your account safer by being careful when you enter your account details in public. Never sign in to your account from links in email or text messages.
Site certificates provide reassurance that the site you’re visiting is genuine. They show you that your connection is secure so that you can communicate with the site securely. It will also demonstrate that you’re not being tricked to enter your details on a fraudulent website.
You should reset the app via App settings on your existing mobile to de-register your device. Then just download the app on your new device and follow the steps to register your new device. For the mobile app you need a device running iOS or Android. The app is not compatible with some older versions of the operating systems – check the App Store or Google Play for more details.
It's not possible to disable cookies used by the app. The app needs to use certain cookies and tokens to work properly and securely. The app may also display services or features from our main website which have their own cookies. See the Cookie use & permissions section in About the app for more info about our cookies and the policies that cover them.
There are two ways to give app feedback: through the app store or via the App menu in the app itself. The feedback you provide in the app store is designed to be read by other app store users, and may influence whether they download the app. The feedback you provide via the app itself will only be seen by us and will help us make improvements and develop new features. You can find out more about our plans and how we are incorporating user feedback by Liking us on Facebook or following us on Twitter.
We are always working to make Mobile Banking even better for you. To help ensure our customers experience the full benefits of the upgrades we make, from time to time we have to stop supporting older versions of the app.

Mobile only

Touch ID is Apple’s biometric fingerprint reader that makes it easy for you to authenticate. We’ve now integrated Touch ID into the app, so if you have a compatible iPhone, you can now use Touch ID to log in.
Yes, it’s very secure. However, if you choose to use it, this will mean that anyone whose fingerprint has been added to you device can then log in. If more than one person uses Touch ID on your device, you should choose not to use Touch ID for the Moneyvault Mobile app.
Yes, it’s important that you don’t forget your Moneyvault app password and memorable information. There may be times when Touch ID is unable to properly read your fingerprint – for example if your finger is wet – and after three unsuccessful attempts, you’ll instead need to use Express Sign-in. You’ll still be prompted to enter your Moneyvault account password from time to time, including whenever you set up new payments.
No, if you’d prefer not to use Touch ID to log into the app on an iPhone. If you have an older iPhone, or an Android mobile, it’s not possible to use Touch ID.
There may be times when Touch ID is unable to properly read your fingerprint – for example if your finger is wet – and after three unsuccessful attempts, you’ll be prompted instead to use Express Sign-in.
You can quickly and easily look through several years of accounts transactions.