MBNA mobile app - FAQs

How do I get started?

If you're already registered for online services, you can use the same login details for our app. If you need help getting started, follow our simple guide.

If you’re not already registered for online services, you can register in our app or through online service

How to register for online services.

To start using the app, you’ll need to make sure you have an up-to-date phone number registered with us to complete the phone authentication process.

If you don't have a valid phone number registered with us, register one now.

For security reasons, you may not be able to use your new number straightaway. If you prefer not to register your phone number with us, you can ask for a ‘One-Time Password’ instead. It should arrive within seven days.

How do I access online services if I don’t have the app?

If you’re registered for online services, you can log in simply and securely through your mobile browser.

Log in or register for online services.

I haven't received my temporary password. What should I do?

Allow three to five days from when you asked for your temporary password to get it. If you don’t get it within this time, call us.

I have more than one device. Can I get the app on all of them?

Yes. You can download and register our app on up to 10 Apple iOS and Android devices. Each device must be registered for you to log in. On other mobile devices, including BlackBerry and Windows, you can access online services through your phone's internet browser.

Can I use the same login details that I use on my computer?

Yes. Your username, password and memorable information are the same whether you use a computer or mobile device to access your account online.

What if I've forgotten my login details?

If you’ve forgotten your login details, you can reset your password and memorable information in our app or browser.

How to reset your login details.

Can I use the app abroad?

Yes, although it could be illegal to use some of the services in some countries. Your operator may charge you for using the app abroad, and roaming charges may apply, so check with them.

What happens if I reset the app?

Resetting our app will return it to its original settings. You’ll need to register your device again before you can log in using our app.

Does the app support accessibility features?

Yes. Our app is compatible with standard device screen readers if you have limited vision. To use a screen reader, you'll need to allow the accessibility options in your device settings.

The app has been fully accessibility tested (in line with WCAG 2.2 and respective native tablet application guidelines, and BS8878: 2010 Web Accessibility Code of Practice) and is accredited by DAC (Digital Accessibility Centre).

User testing was carried out by individuals who are visually, mobility or hearing impaired, have dyslexia or a learning difficulty.

What is Touch ID/Android fingerprint?

Touch ID is Apple’s solution to allow people to unlock their device or use certain apps by authenticating with their fingerprint.

Android fingerprint is the equivalent on Android devices.

You’ll need a compatible device running a recent iOS or Android version. Our app is not compatible with some older versions of the operating systems - check your app store for more details.

How to set up Biometrics.

Do I have to use Face ID/Touch ID/Android fingerprint?

You can turn Touch ID/Face ID or Android fingerprint on or off at any time by toggling the switch ‘on’ or ‘off’ in our app’s security settings.

If you select not to use your fingerprint or Face ID to log in to our app, we’ll ask you for three characters from your memorable information instead.

What does auto log out mean?

This is a 'timeout' feature that stops you from accidentally leaving your online services account open on your mobile phone. We’ll automatically log you out of the app after a period of inactivity. You can select how long this is in ‘Settings’.

What happens if I change my device?

You can reset our app through the app settings on your existing device to de-register it. Then just download our app on your new device and follow the steps to register it. You’ll need a device running iOS or Android - check the App Store or Google Play for more details.

Why might the app ask for my login details instead allowing fingerprint or Face ID?

Sometimes, we may need to temporarily disable your ability to log in using fingerprint or Face ID. If this happens, we’ll ask you to log in with your username, password and memorable information to access your account.

Does the app support multiple users?

No. Only one registered online services user can access their online accounts through the app. However, other users of the tablet can still access online services through the web browser.

If more than person uses a device, never share login details and always log out when you’re finished.

Why can't I use the app on a jailbroken device?

Our app does not work on jailbroken or rooted devices.

What should I do if my tablet is lost/stolen or I suspect someone has got my log in details?

We can de-register your device to stop someone else using it. Call us straight away to do that.

If you have a hearing or speech impairment, you can contact us using the Relay UK Service.

If you’re Deaf and a BSL user, you can use our BSL SignVideo service.

How to keep your device up-to-date

Apple and Android have stopped supporting some older versions of their software, so we need to update our app.

iOS 15 and Android 8 will be the new minimum versions.

Apple and Android often release software version updates. They do this to fix issues, improve security and add new features. This means they stop sending updates for older versions, which makes those less secure.

We can only run our apps on the latest, most secure versions of their software. This helps us keep our apps secure for you and your money.

How to update your device to a newer software version

You might be able to. If your device is compatible with iOS 15 or Android 8, you’ll need to update it to keep using our app.

Before you try to update your device, make sure you back it up. Then you’ll be able to recover anything that might be lost during the update.

How to check if you can update the software on your device

iOS

Go to Settings > General > Software Update.

Check what iOS software version your device has. If it’s anything below iOS 15.0, your device won’t work with our app soon.

It’s best to run any available software updates as soon as possible. Remember to back up your device first. If your device doesn’t have enough storage space to download the update, you can find support on Apple’s website.

Android

Open the Settings app > System or About phone.

Select System update / Check for updates.

If an update is available, select Download and install or Update.

If prompted, select restart now. 

After you’ve updated the software on your device

After you’ve updated your device, make sure you’ve got the latest version of our app downloaded. It’s always best to keep your app up to date for security and to access new features.

If you can’t update your device to the new minimum software version

You'll still be able to use online services from a computer or mobile web browser using your normal login details.

There are a few things you can’t do in online services, but you can do them in our app. See which is which in our handy table.