Common questions
- What information do I need to sign up for Mobile Banking?
- How long does it take to get started with Mobile Banking?
- Why do I need to wait hours for the service?
- Is the Mobile Banking app secure?
- What accounts can I access with Mobile Banking?
- Can I use Mobile Banking if I have a joint account?
- Will Mobile Banking work on my phone?
- Do I get charged for using the service?
- What is a PAN/CVC?
- What is my Passcode?
- How do I register for OLB?
- What is my customer number?
- I have two DBID numbers for my NatWest/RBS accounts, can I register them both?
What information do I need to sign up for Mobile Banking?
You’ll need:
- Your mobile phone
- Your mobile phone number
- The debit card for the account you want to register
- Your online banking customer number
How long does it take to get started with Mobile Banking
The registration process should take less than 10 minutes. Once the process is complete, your card details will be verified within 24 hours. If registration takes place during business hours, it should only take about 4 hours.
Why do I need to wait hours for the service?
Our rigorous registration process validates your details before you can use the service.
Is the Mobile Banking app secure?
Security is at the heart of our service Access to the mobile banking application is password protected. Your passcode is uniquely linked to the mobile banking application on your device. This means only your passcode works on your application.
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.
Visit our main site for futher information on security.
What accounts can I access with Mobile Banking?
Can I use Mobile Banking if I have a joint account?
Yes - but both of you will need to register separately. That’s because you need to access the service using your own mobile phone.
Will Mobile Banking work on my phone?
We have developed dedicated Mobile Banking apps for the iPhone, iPad, BlackBerry and Android platforms. Most BlackBerry and Android models will support Mobile Banking.
Don’t have a handset that can use the mobile banking app? With our text alerts service you can still keep in touch with your money while on the move. See our text service page for details of how to sign up.
Do I get charged for using the service?
NatWest 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.
What is a PAN/CVC?
PAN is 16 digits on the front of your card and CVC is last 3 digits on the signature strip on the back of your card.
What is my Passcode?
How do I register for OLB?
What is my customer number?
It is the number you receive during online banking registration (format is date of birth and then a 4 digit code e.g. ddmmyyXXXX.) You use this at step 1 of login process to online banking.
I have two DBID numbers for my NatWest/RBS accounts, can I register them both?
You need to download both the NatWest and RBS versions of the app – ensure you choose existing customer option and use the same passcode.
- I’ve lost my debit card. What should I do?
- What if I lose my mobile phone?
- What if I change my mobile phone?
- What if I change my mobile phone number?
- What if I forget my passcode?
- Will my online banking alerts work on my iPhone?
- When will further improvements to the app be launched?
- Is the Mobile Banking app secure?
- Can I change my account name within the app?
- What account will top ups come from?
- How do I pay someone new using Mobile Banking?
- How long will a payment take to reach my credit card or someone else’s account?
- Why has my payment not reached a payee?
I’ve lost my debit card. What should I do?
Call us as soon as possible on 0808 168 2959 so we can stop your service. You’ll need to re-register for Mobile Banking once you get your replacement card.
What if I lose my mobile phone?
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, you’ll need to re-register for mobile banking.
As long as your passcode is secure, no one else can use your phone to access your mobile banking data.
What if I change my mobile phone?
As long as you keep the same number, the service will carry on as before.
If you have downloaded the application for security, make sure you delete any mobile phone banking software from your old phone. If you keep the same number for your new phone, download the app again and select the 1st option to re-install your app. Your passcode will be the same as before.
What if I change my mobile phone number?
You’ll need to stop the text alerts being sent to your old phone number by texting 'Stop' to 82628, standard networkcharges apply. Then re-register for the Mobile Banking as if you were a new customer.
What if I forget my passcode?
On the enter passcode screen you have the option to request a new passcode. Select 'Forgotten passcode' and then 'confirm'. You will receive a new passcode in the post in 3 working days.
Alternatively you can also delete the Mobile Banking app, re-register as a new customer and set up a new passcode.
Will my online banking alerts work on my iPhone?
Yes, however you will need to manage these alerts through online banking. Alerts within the iPhone app are separate and can not be managed in online banking.
When will further improvements to the app be launched?
We're working on further enhancements to your app experience and hope to share these with you soon.
Is the Mobile Banking app secure?
Security is at the heart of our service Access to the mobile banking application is password protected. Your passcode is uniquely linked to the mobile banking application on your device. This means only your passcode works on your application.
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.
Visit our main site for futher information on security for futher information on security.
Can I change my account name within the app?
What account will top ups come from?
Mobile top ups will be taken from the account linked to the debit card you nominated during registration. You can change the account used for mobile top up by deleting this app and selecting update details during registration to nominate a different debit card.
How do I pay someone new using Mobile Banking?
To pay someone new you can
- add new payees in Online banking. Once you’ve made your first payment the payee will be available in your Mobile Banking app
- use ‘Pay your contacts’ to send money to a NatWest/RBS app user or to someone with a valid Visa debit, credit or a prepaid card, using their UK mobile number
This service is available for NatWest customers whose accounts are held in England or Wales.
How long will a payment take to reach my credit card or someone else’s account?
If you paid your credit card or someone set up as a payee in Online Banking, funds should reach the account the same day.
If you have paid using ‘Pay your contacts’ someone who has a NatWest/RBS mobile app, funds should reach the payee’s account instantly.
If you paid using ‘Pay your contacts’ someone who has a valid UK Visa debit, credit or prepaid card, they have 7 days for collection after they receive the SMS notification. Funds should reach the payee’s account in 1-2 business days after they have provided their details on the Visa collection site.
See our page on common questions on making payments for more information.
Why has my payment not reached a payee?
Please ensure that the payment has left your NatWest account and sufficient time has been allowed for the funds to be received depending on whether the payee is setup in Online Banking, a NatWest/RBS mobile app user or one with a Visa card.
Also check that your payment has not been re-credited to your account due to incorrect payee details.
If this doesn’t resolve your query, please contact us on:
0808 168 2959
From overseas: +44 1202 413 755.
- How do I make a payment to an account that doesn’t accept Faster Payments?
- How do I pay someone new?
- How does 'Pay your contacts' work?
- Why should I use 'Pay your contacts'?
- How much money can I send using 'Pay your contacts'?
- How long will a payment take to reach my credit card or someone else’s account?
- I've paid someone via 'Pay your contacts' – how do I track progress?
- Whom can I send money to using 'Pay your contacts'?
- Do I get charged for using 'Pay your contacts'?
- Why has my payment not reached a payee?
- Where do payments to my mobile number go?
Q. How do I make a payment to an account that doesn’t accept Faster Payments?
A. All UK banks and building societies should be set up for Faster Payments soon. In the meantime, we recommend you ask the payee if they accept other kinds of payments, such as:
- Debit card
- Credit card (excluding other credit cards or loans)
- Cheque
- Direct Debit
If you can't pay by card or Direct Debit, you may be able to pay by CHAPS electronic payment instead. CHAPS payments are processed straight away, though there will normally be a charge for this payment. This can be arranged through your branch. Private banking customers could also arrange this by contacting their Private Banking Teams.
Q. How do I pay someone new?
A. To pay someone new you can
- add new payees in Online banking. Once you’ve made your first payment the payee will be available in your Mobile Banking app
- use ‘Pay your contacts’ to send money to a NatWest/RBS app user or to someone with a valid Visa debit, credit or a prepaid card, using their UK mobile number
This service is available for NatWest customers whose accounts are held in England or Wales.
Q. How does ‘Pay your contacts’ work?
A. Pay your contacts enables you to pay someone using just their UK mobile number. You don’t have to know their account details.
- Pay someone with a NatWest/RBS mobile app. Payee will be notified by SMS and funds will reach the payee’s account instantly. Sum of all such payments to NatWest/RBS app users in a day cannot exceed £250.
- Pay someone who does not have a NatWest/RBS mobile app but has a valid UK Visa debit, credit or prepaid card. You will have to inform your contact separately about the exact amount. This will be a secret between you and your contact. We’ll send your contact a text message notifying them of the payment but not the amount. The text message will have a link to a Visa payment collection site. On this collection site your contact will have to enter the exact amount and their Visa card number. Your contact has 7 days to collect a payment from the day they receive the notification. We’ll notify you by text message when they’ve collected the payment and your balance has been debited. Sum of all your payments to non NatWest/RBS app users cannot exceed £250.
‘Pay your contacts’ limits are independent of daily withdrawal and Get Cash limits
Q. Why should I use ‘Pay your contacts’?
A. Pay your contacts’ enables you to pay someone using just their UK mobile number. You can send money to a NatWest/RBS app user or to someone who has a valid UK Visa debit, credit or a prepaid card. It is:
Quick – all you need is a mobile number
Simple – as easy as sending a text
Secure – covered by our Mobile Banking security promise
Q. How much money can I send using ‘Pay your contacts’?
A. Using the ‘Pay your contacts’ service you can
- pay NatWest/RBS app users a min of £0.01 and a maximum of £250 in a single payment. The sum of all such payments cannot exceed £250 in a day.
- pay non NatWest/RBS app users, who have a valid UK Visa debit, credit and prepaid card, a min of £0.01 and a maximum of £250 in a single payment. The sum of all such payments cannot exceed £250 in 4 days.
‘Pay your contacts’ limits are independent of daily withdrawal and Get Cash limits.
Q. How long will a payment take to reach my credit card or someone else’s account?
A. If you paid your credit card or someone set up as a payee in Online Banking, funds should reach the account the same day.
If you have paid using ‘Pay your contacts’ someone who has a NatWest/RBS mobile app, funds should reach the payee’s account instantly.
If you paid using ‘Pay your contacts’ someone who has a valid UK Visa debit, credit or prepaid card, they have 7 days for collection after they receive the SMS notification. Funds should reach the payee’s account in 1-2 business days after they have provided their details on the Visa collection site.
Q. I've paid someone via ‘Pay your contacts’ – how do I track progress?
A. If you have paid someone who has a NatWest/RBS mobile app the payee will be notified by a SMS and funds should reach the payee’s account instantly.
If you paid using ‘Pay your contacts’ someone who has a valid UK Visa debit, credit or prepaid card, they have 7 days for collection after they receive the SMS notification. Funds should reach the payee’s account in 1-2 business days after they have provided their details on the Visa collection site. We’ll let you know when your contact has collected the payment and your account has been debited.
Q. Whom can I send money to using ‘Pay your contacts’?
A. Anyone with a UK mobile number who has the NatWest/RBS mobile app or a valid UK Visa debit, credit or a prepaid card.
Q. Do I get charged for using ‘Pay your contacts’?
A. NatWest 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. Why has my payment not reached a payee?
A. Please ensure that the payment has left your NatWest account and sufficient time has been allowed for the funds to be received depending on whether the payee is setup in Online Banking, a NatWest/RBS mobile app user or one with a Visa card.
Also check that your payment has not been re-credited to your account due to incorrect payee details.
If this doesn’t resolve your query, please contact us on:
08081 68 29 59
From overseas: +44 1202 413 755
Q. Where do payments to my mobile number go?
A. NatWest Mobile Banking customers receive payments into the account linked to the debit card nominated during registration. You can change this account by deleting this app and selecting ‘update details’ when you re-register. This will allow you to nominate a different debit card.
Contact Us
If you have any questions please contact the NatWest Mobile Banking helpdesk on:
0808 168 2959
Lines are open Monday to Friday 8am-9pm and 8am-8pm at weekends, Calls may be recorded