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Our Mobile App Accordions Apple FAQs

FAQs

What are biometrics and how do they work with the App?

Instead of using your Digital Secure Key password you can log on to our App, simply and securely, by using Touch ID or Face ID.

You'll also need to have the latest software update from Apple as our App will only support the latest two versions

Do I need to change any settings on my device to use biometrics?

Yes, you can enable Touch ID or Face ID by going to your device Settings and following the instructions to capture the biometric supported by your mobile device. You'll also need to set up a device passcode, if you've not already done this.

If you delete and reinstall our App, you'll be prompted to enable your biometric again the next time you log on.

Can I still log on to the App if my mobile device doesn't recognise my biometrics?

Can I still generate a Digital Secure Key security code after I have enabled biometrics?

If I have other peoples' fingerprints stored on my device will they be able to log on to the App?

Yes. If someone can use Touch ID to unlock your device they'll also be able to log on to the App. You should only use Touch ID to log on to our App if you're the only person with fingerprints registered on your device.

You can add or remove fingerprints in your device settings.

How do I disable biometrics?

What should I do if my mobile device is lost or stolen?

Call us as soon as possible on 03 456 100 100 if your device is lost or stolen*.

You may be responsible for unauthorised payments made from your accounts if you haven't kept your mobile or tablet, and your security details, safe.

As soon as possible, log on to iCloud (icloud.com) and remotely wipe your device by activating the 'Find My iPhone' App, selecting the lost device and erasing the data on it.

*Text-phone 03 456 100 147 or if calling from abroad +44 113 234 5678 (Text Relay +44 151 494 1260). Because we want to make sure we're doing a good job calls may be monitored and/or recorded, we hope you don't mind.