Set up our App on a new phone

Here’s how to move our App (including your Digital Secure Key) to your shiny new device:

1. open the first direct App on your new device
2. enter your username
3. confirm whether you have your existing device. If you do, use the QR code from your existing device to verify it's you. If you don't*, you can verify yourself using Photo ID and selfie 
4. follow the on-screen instructions to complete the set up
5. create and confirm your new Digital Secure Key PIN.

*If you lose your phone, report it to your mobile phone provider immediately. You can also let us know via our App, Online Banking or over the phone.

If you want to set up an additional device just repeat the previously described steps.

If you've got a new device and no longer have access to your existing one**, you should remove that device. You can do this on the final confirmation screen after setting up your Digital Secure Key.

Alternatively you can also do it by: 

1. opening the first direct App
2. going to 'Security Settings'
3. selecting 'Manage devices'
4. removing the device.

If you're using Online Banking, simply log on and select 'Manage security' from the left-hand menu.

**If you lose your phone, report it to your mobile phone provider immediately. You can also let us know via our App, Online Banking or over the phone.

If you're setting up our App for the first time or you're setting up a new device, you can now use our Photo ID and Selfie tool to securely verify your identity. You just need to upload a photo of your ID, plus a photo of yourself, and we'll use these to confirm you’re you.

Benefits of using our Photo ID and Selfie tool include:

• set up a new device right away – no need to remember your password
• secure – information and photos you share with us through our App are encrypted
• quick and easy – verify who you are by providing us with a photo of your ID and a photo of you.

Photo ID and Selfie is a new secure way to verify who you are, allowing you to get access to your bank accounts digitally. By sharing your documents and photos via our App, your information stays safe and secure every step of the way.

As always, our top priority is to make sure your money and personal data is protected.

To learn more about using Photo ID and Selfie to verify our App on your new device, please visit our Digital Banking Help Tool.

After you've successfully uploaded your ID and Selfie:

• you'll be asked to create a Digital Secure Key PIN on our App
• once your ID is successfully verified, you'll be able to use your Digital Secure Key PIN or generate codes for Online Banking.

If you get a message on our App that says “We're still checking your details”, it means that it could take a little longer for us to verify your ID. This should only take up to 2 hours, but we'll let you know if it's been successful or not within 24 hours.

If your ID verification hasn't been successful, you can either try again using Photo ID and Selfie or use a different method to verify.