Smart Phone Users - Common Questions
Q. What do I need to sign up for the Smart Phone App?
A. You'll need:
Q. How long does it take to get started with the Smart Phone App?
A. The registration process should take less than 10 minutes. Once you've registered, we'll verify your card details within 24 hours – then you'll be ready to go
Q. Do I get charged for using the service?
A. Ulster Bank does not charge you for using the app or receiving text messages, however standard network charges may apply. Please refer to your network provider for their charges.
Q. I have two Anytime Internet banking customer numbers for my Ulster Bank accounts, can I register them both?
A. You need to use the Anytime Internet Banking customer number associated with your personal account to register for the application
Q. What is a PAN/CVC?
A. PAN (Primary Account Number) is the 16 digits on the front of your card and CVC (Card Verification Code) is last three digits on the signature strip on the back of your card.
Q. What is my Passcode?
A. This is the five to eight character code you chose when you first registered for the app.
Q. What is my customer number?
A. This is the number you use to log into Anytime Internet banking. The format is usually your date of birth and then a four digit code e.g. ddmmyyXXXX.
Q. Why do I need to wait 24 hours for the service?
A. For security, we need to validate your details and set up your profile. If registration takes place during business hours, it should only take about four hours.
Q. Are you developing any more Mobile Banking Apps?
A. We are working hard to extend the range of mobile services we offer to our customers and this will include other handset types.
Q. What do I do if I am having problems registering for the Smart Phone App?
A. If you're having problems with registration, please contact our Mobile banking helpdesk on 1800 937 900 (+441202 714 553 if overseas). Calls may be recorded.
Q. What accounts can I access with the App?
A. You can access the same accounts that are visible to you using online banking. This can include your:
Q. Can I use mobile banking if I have a joint account?
A. Yes - if you can view your joint account using online banking it will also be available to view within the app.
Q. I've lost my debit card. What should I do to stop the service?
A. Call us as soon as possible on 1800 937 900 so we can stop your service. You'll need to re-register for mobile banking or text alerts once you get your replacement card.
Q. What if I lose my mobile phone?
A. You need to tell your mobile phone network immediately, so they can disable the phone. If you get a new phone with the same number, you don't need to tell us. If you have a new number, you'll need to re-register for the App and/or text alerts.
As long as your passcode is secure, no one else can use your phone to access your mobile banking data.
Q. What if I change my mobile phone?
A. If you have downloaded the application, for security, make sure you delete it from your old phone. You will have to download the service again and follow instructions within the app.
Q. What if I change my mobile phone number?
A. You'll need to stop the text alerts being sent to your old phone number by texting 'Stop', from your old number, to 51157 then re-register for the App or text alerts using your new number.
Q. What if I forget my passcode?
A. You can request a new passcode on the log in page of the app. Your passcode will be sent via post and should arrive within three working days.
If you have any questions please contact the Ulster Bank Mobile Banking helpdesk on 1800 937 900.
Lines are open Monday to Friday 8am-9pm and 8am-8pm at weekends, Calls may be recorded.
Q. Why are some of my accounts not visible in the alerts section within the App?
A. Alerts are currently only available on the account linked to the debit card you nominated during registration. You can change the nominated account by deleting this app and selecting update details during registration to nominate a different debit card.
Q. How can I update the iPhone number that I receive balance alerts on?
A. If you want to change the phone number that your alerts are sent to, you will need to re-register for this app with the new mobile phone number. To stop receiving alerts turn them off in the alerts section of the app or text STOP to 51157.
Q. Will my Balance/Activity alerts that I setup on Anytime banking work on my Smart Phone?
A. Yes, however you will need to manage these alerts through Anytime banking. Alerts within the iPhone app are separate and can not be managed in Anytime banking.
Q. Why am I receiving multiple text alerts?
A. You may have set up alerts through branch, telephony, or Anytime Internet Banking. These alerts are different to those that you manage on your iPhone app. To stop alerts from your app, go to the Alerts menu option. To stop all other alerts visit branch or call us on 1850 424 365, or on Anytime Internet Banking.
Q. Why are the account names different to the Anytime banking service?
A. We're working towards aligning your online banking account nicknames with the account names in the app. In the meantime, please use your account number and sort code to help you differentiate between accounts.
Q. Are the Apps secure?
A. Security is at the heart of our service. The service can only be accessed from your mobile phone using your passcode. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognised and independent security experts to validate the security of mobile banking.
Q. Why can't I see all the accounts I used to?
A. The new app will show the accounts that are visible in Anytime Internet banking, rather than accounts linked to the cards you registered.
Q. Why can't I see cards from other RBS Group brands I previously had registered? E.g. Ulster Bank Northern Ireland?
A. The new app only shows accounts linked to the brand of app you have downloaded on your handset. To see accounts for Ulster Bank and Ulster Bank Ireland on the same handset you will need to download the NI and RI Apps separately.
Q. Do I need to upgrade to the new version of the iPhone app?
A. You should upgrade as the service has been updated. To update to the new service you need to be registered for online banking to use the new app, and have a personal relationship with Ulster Bank, be over 16 years old, have a debit card and a valid ROI mobile number
Q. Can I change my account name within the app?
A. No, you can't currently change the name in the app.
Q. What happens if I don't download the new version of the iPhone App?
A. You will still be able to access the old version of the app.
Q. How to cancel the service
A. You can cancel the service at any time.
Delete the application from your mobile.
To cancel your text alerts set up through your app, text 'STOP' to 51157 or turn alerts off within the app.
Q. How do I pay someone new?
A. Currently, you need to add new payees in Anytime Internet banking. Once you’ve made your first payment the payee will be available in your mobile banking app.
Q. How long will a payment take to reach the payees account?
A. Payments to Ulster Bank accounts made before 3.30pm will reach the account on the same day.
Payments made to non-Ulster Bank accounts before 3.30pm should normally reach the payees account on the next business day.
Q. A payment I made is not showing on my statement?
A. Payments made after 3.30pm may not show in your statements until the next working day.
Q. Why would my payments not have been made?
A. Please check that the payment details are correct and that you have sufficient funds available in your account on the payment date.
If this does not resolve your query, then please contact us on:
1800 937 900
Overseas: +44 1202 714 553
Q. How long will a payment take to reach the payee if made on a bank holiday or weekend?
A. Payments to Ulster Bank accounts will reach the payee the next business day. Please allow two business days for the payment to reach non-Ulster Bank payees.
Important Information: Ulster Bank mobile phone banking is free of charge to all personal customers. Data charges may apply on some mobile networks for mobile phone banking. Mobile Phone Banking Smart Phone Apps are provided in association with Monitise Europe Limited.
