Common questions

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

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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.

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Our rigorous registration process validates your details before you can use the service.

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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.

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You can access all your NatWest accounts which you can view within online banking.

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Yes - but both of you will need to register separately. That’s because you need to access the service using your own mobile phone.

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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.

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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.

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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.

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This 5 to 8 digit number that you nominated when you first registered for the app.

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Check out our online banking pages.

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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.

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You need to download both the NatWest and RBS versions of the app – ensure you choose existing customer option and use the same passcode.

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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.

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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.

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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.

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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.

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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.

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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.

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We're working on further enhancements to your app experience and hope to share these with you soon.

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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.

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No, you can’t currently change the name in the app.

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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.

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Currently you need to add new payees in Digital Banking. Once you’ve made your first payment the payee will ab available in your Mobile Banking app.

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The funds should normally reach the payee’s account on the same day.

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Please ensure that the payment has left your NatWest account and sufficient time has been allowed for the funds to be received.

Please check that your payment has not been re-credited to your account due to incorrect payee details.

If this does not resolve your query, then please contact us on: 0808 168 2959.

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