Our Mobile App

FAQs

Open all

---

Devices the App can be used on

• Apple: compatible with iPhone, iPad and iPod touch. Requires iOS 12.5.4 or later
• Android: any mobile device running Android 7 or later

We regularly update our Mobile App to introduce new features, and make improvements and occasionally, that means the App’s compatibility with operating systems may change. We’ll keep this information updated here, so you can always check. Beta versions of Operating Systems aren't supported and may cause unexpected behaviour with our App.


---

Are there any charges?

There's no charge for the App. But as it relies on an internet connection, you'll be paying for the data you use through your mobile phone plan if you aren't connected to Wi-Fi.


---

Can I use the App abroad?

Yes, the App works abroad but be careful as data charges may be added, please check with your provider.

---

What permissions does this app ask for?

Contacts


• this allows our App to access your contacts so that you can send money to people in your address book using their phone number. This feature is used by the Paym service
• when this request is made, Android also requests permission to access your call log. However, our App does not require your call log information; it does not access, use or store any of this information.

Device ID & Call information

• this allows our App to read the phone's status and identity for security and verification purposes
• to dial first direct directly from within our App.

Wi-Fi connection information

• this gives our App full network access, and allows it to view Wi-Fi and network connections
• our App uses these to check your connection so it can access first direct's systems.

Push notifications

• this request allows first direct to send push notifications to your device.

Photo/Media/Files

• this gives the app access to save files onto your device. This lets you store documents, for example loan agreements.

Camera

• this allows you to pay in a cheque via our App by taking a photo of it and submitting this to us (value limits apply).

If you reject any of the permissions, you may find that some functions are unavailable.

---

What username do I use to log in?

Your username is the unique name that you created when registering for Mobile or Online Banking. It can be between 5 and 76 upper and lower case letters and numbers.

If you haven't yet registered for our App, simply download it and follow the on-screen instructions.

You'll need to have registered for Phone Banking before you can access Mobile Banking. You can do this by calling 03 456 100 100.

---

What if I've forgotten my username or password?

If you've forgotten your password please log on to Online Banking with your username, then select 'Log on without your Secure Key' option and select the 'Forgotten your password?' link.

Forgotten your username? - Don't worry, just give us a call us on 03 456 100 100 and we'll reset your security information.

If you've forgotten your memorable answer please log on to Online Banking, then select 'Forgotten your memorable answer?' link.

---

Is the App secure?

Yes. Very. But remember security is in your hands too. Please make sure you log out after using the App. For extra security, if you don't use the App for 5 minutes, you'll be 'timed out' and automatically logged out. Have a look at our mobile security page for more information about this.


---

Which accounts will I be able to view?

You can see your Current Accounts, Mortgages and Loans accounts.

---

When I make a payment, what does reference mean?

If you're paying a bill or organisation, you can put a reference so they know it's from you. This could be your account number or customer number. If you're unsure what to use, contact the organisation.

If you're paying friends or family, put a reference that both of you will recognise, e.g. payment for lunch. Remember, this wording will appear on both yours and their statements. You can change this reference every time you make a payment to them.

---

Can I see my secure messages?

Yes, you'll be able to read secure messages. If you would like to reply to a secure message, you can send us a message using Mobile Chat on our app, or Web Messaging on Online Banking.

---