Do I need to have the Mobile App to access Internet Banking?

No, you can apply as a new customer using internet Banking at digitalbanking.ubluk.com. If you are an existing customer, you can register for online access by following the 'Existing Customer' route.

How do I access Internet Banking?

To access Internet Banking, you’ll simply need to visit www.ubluk.com and use the buttons in the top right of the home page to navigate to ‘New Internet Banking’. If you are an existing NetBanking User, on your first visit you will need to follow the registration process. Once you have registered and set your login information, you can access the login screen directly by visiting digitalbanking.ubluk.com, or use the links to internet banking at the top of the UBL UK home page.

If you have registered on Mobile but wish to access internet banking, simply visit the internet banking portal and log in using your preferred route with the same details you use to access mobile banking.

What browsers can I use to access Internet Banking?

The UBL UK Mobile Banking app can be accessed on the following internet browsers:

·         Chrome

·         Edge

·         Firefox

·         Safari

What is the new Mobile Banking Application?

UBL UK has launched a new App for our customers to manage their finances, in compliment to existing Internet, Branch and Phone services. The new mobile app works in conjunction with the internet banking portal, meaning you can view your account balances, transaction history, or make payments on the go, 24/7*.

You can also apply for additional accounts, including UBL UK NetRemit, as well as applying as a new customer.

(*subject to having a compatible device and operating system).

Where can I download the Mobile Banking App?

To download the App, visit the AppStore or Google Play store and search for UBL UK Mobile Banking. The listing should indicate if the app would be compatible with your device. Simply click to download the App, which is free.

·         Apple Users: Click Here

·         Android Users: Click Here

Why can’t I download the app?

·         The App is available for download on iOS and Android devices. Here are some common troubleshooting solutions to try should you have any problems downloading the app:

·         Check you have sufficient device storage available

·         Ensure the “Installing Apps” option is enabled within your device settings

·         Ensure your device is compatible with the App, check answer to “What devices can I view the Mobile Banking app on?”

·         Ensure your device is on the latest version of Android and iOS software, check answer to “What operating systems are capable of running the app?”

·         Check your Wi-Fi and mobile data connections

·         SD cards can cause problems if they’re not set up properly. If your device has an SD card, try removing your SD card, then re-inserting it

·         If your download is sticking or stalling, then this may be an issue with the App Store or Google Play app. Try clearing the cache for the App, and clear the cache and data from your devices Download Manager, and then restart your device.

What devices can I view the Mobile Banking app on?

Most Apple devices starting from iPhone 6S onwards and Android devices running on the required operating system (check the answer to “What operating systems are capable of running the app?"). Some midrange and budget devices may not be compatible. This is, however, dependant on the Processor, Modem and Software used by the manufacturer. For security, the app will not work on any rooted or jailbroken devices.

What operating systems are capable of running the app?

The Mobile Banking App is available on both iOS and Android devices in the following versions:

·         iOS software version 13 and above

·         Android software versions 8 and above

Why do I sometimes get an ‘authentication failure’ message?

The message ‘authentication failure’ will occur when the system is unavailable. Please close the App and try again later.

How do I make a payment through the Mobile Banking app?

The middle icon at the foot of the home screen in the mobile banking app dashboard allows you to access the payment module. You will be presented with a list of which account you wish to make a payment from. From each account you can select who to pay to, enter references, add new payees, transfer to one of your other accounts at UBL UK, or make international payments. Once you have entered your payment details, click review. When you are happy, swipe at the bottom of the screen to confirm your payment. For some actions you may be required to enter a One Time Passcode, or use your fingerprint/face ID if you have activated this, in order to confirm instructions as an added layer of security.

How do I set up notifications on the Mobile App?

Select the three dots in the menu bar under the account balance information and select ‘Notifications’. A list of all the notifications set on your account will be listed. Select ‘Add Notification’ in order to set a new one for items such as: Card Purchases, Low Balance, High Balance, Large Credit, Large Debit. You can then set the limits that will trigger the notification, and select the method by which you would prefer the notification to be sent to you.

How do I send a secure message through the Mobile Banking app?

To send a secure message through the mobile app or portal, simply select the burger menu (three horizontal white lines) in the top left, and navigate to ‘Secure Messages’. You will see a record of any conversations, with messages you have sent and their replies. If you have a message waiting in response to a secure message, a notification will be displayed in your home screen.

What is secure messaging?

Secure messages can be sent from the mobile app or the internet banking portal which go directly to our Customer Services Team. They are secure in that they come from your profile, so a response can be sent to your mobile or internet banking profile. It is a useful solution to receive answers to queries where the response is not urgent, or to make requests for transactions on your accounts outside limits instead of sending instructions in writing by post. We typically aim to respond to secure messages within 3 business days.

What should I do if I don’t want to or can’t use Mobile Banking or Internet Banking?

We continue to offer the following options to manage your account:

·         Visit our London Branch: UBL UK, 2 Brook Street, London, W1S 1BQ

·         Post: FREEPOST RUEE-STYR-XYKR: UBL UK, 2 Brook Street, London, W1S 1BQ

·         Email: enquiries@ubluk.com

·         Phone: (+44) 0121 753 6000 Monday to Friday from 9:15am to 5:15pm, excluding bank holidays.

What do I do if I can’t login to my internet or mobile banking?

If you know your password but are unable to log into your account, please follow the below:

·         Clear cache, cookies, and other data.

·         Don’t use saved or bookmarked links to access your internet banking.

·         Try a different browser.

·         Try a different internet connection (Wi-Fi or data).

·         If you still can’t login, please contact us at:

·         Phone: (+44) 0121 753 6000 Monday to Friday from 9:15am to 5:15pm, excluding Bank Holidays.

·         E-mail: enquiries@ubluk.com

·         Website: www.ubluk.com/contact-us/

I am not a UBL UK customer, how can I apply?

You can now apply for UBL UK Accounts, including UBL UK NetRemit (for sending money to Pakistan), using internet banking or your mobile device.

Visit digitalbanking.ubluk.com and select 'Register', then follow the on screen instructions, selecting the product you wish to apply for at the product selection stage.

If you would prefer to apply using our mobile app, simply search 'UBL UK Mobile Banking' in your app store, or click the links below:

·         Android Users: Click Here

·         Apple Users: Click Here

When you have downloaded the app, follow the 'New Customer' option.

Do I need to register on both Internet Banking and Mobile Banking?

The first time you register for the new platform, either on your mobile device or using the Internet Banking portal, you will need to verify your identity and then set a new password and security credentials. You will use these details to login to both Mobile and Internet Banking.

If you are applying as a new customer on internet or mobile banking, these details will be set as part of the registration process.

However, the first time you use a new device on Mobile Banking (e.g. upgrading your phone) we will need to authenticate your device. You will need to follow a process to register your account to that device, but you will use the security information already set at your first login.

How to progress a pending application, once you have received the notice the account has been approved?

If the Bank requires further information from you in order to verify your identity prior to opening your account, we will notify you by email and secure message once our checks have been complete. When we have approved your application you'll get a further notification, and you can either complete your application using internet banking or the mobile app:

INTERNET BANKING

1.    Log into your dashboard and select the burger menu (three horizontal lines) in the bottom left of your dashboard to bring out the main menu.

2.    Click the option titled ‘Apply for new account’ which will navigate you to the next screen where you will see a ‘pending application’.

3.    Double click the ‘Pending Application’. You will be navigated to a new screen which will ask you to confirm your acceptance.

4.    Once clicked, you will be presented with a screen that confirms your account opening, and it will include the account number and sort code that you need to use in order to send funds to your account.

5.    If this does not initially complete the process, please log out and log back in and repeat steps 1-4.

MOBILE BANKING

1.    Log into the app. Once in your dashboard select the burger menu (three horizontal lines) in the top left of your dashboard to bring out the main menu.

2.    Tap the option titled ‘Apply for new account’ which will navigate you to the next screen where you will see a ‘pending application’

3.    Tap the ‘Pending Application’. You will be navigated to a new screen which will ask you to confirm your acceptance.

4.    Once tapped, you will be presented with a screen that confirms your account opening, and it will include the account number and sort code that you need to use in order to send funds to your account

5.    If this does not initially complete the process, please log out and log back in and repeat steps 1-4.

What do I need to complete registration?

In order to complete registration you will need: 

·         Your account information

·         Your personal details

·         Answers to your security questions 

·         Either your UK Driving License or your Passport. 

When registering on a mobile device you can either use your device camera to scan your ID documentation to verify your identity, or you can manually enter your information. When registering for internet banking you may only use the manual entry route.

If you register on a mobile device, you will use your login information on the internet portal and can proceed to use the Internet Banking portal without following the registration process. If you register on the Internet Banking portal first, you will need to download the application and follow a shorter process to register for mobile banking so that the application can be paired to your device.

How do I register for the new platform?

First, download the 'UBL UK - Mobile Banking’ app from your app store. After downloading the app, you can either register using the camera on your phone to take pictures of your UK issued Driving License or Passport, or you can manually enter your information using the mobile app or internet banking portal.

How do I view all of my accounts in the Mobile Banking app or Internet Banking?

When you first login to the portal or mobile app, you will see a list of all of the accounts assigned to you in your dashboard. This provides the name and balance of the accounts, and at the bottom of the dashboard screen is a spend summary of all of your accounts. If you believe that there is an account missing from your profile, you can either send a secure message using the mobile app or internet portal, or contact customer services.

How do I view my statements?

To view a statement for a specific account, firstly select the account in question. Clicking the icon for the account you wish to view will take you to the account home screen, providing you with the balance and a list of the last 30 transactions. Just under the balance information and to the right of the next menu are three dots which, when clicked, will provide a list of actions. Select ‘Statements’, and all available statements will be shown in a list for you to download and view.

What is the difference between Balance and Available Balance?

The balance is the overall balance of your account. The Available Balance shows what you have access to. These numbers may differ for several reasons, including payments into your account that have not yet cleared or payments out of your account that have not yet been completed.

Where do I find the sort code and account number to allow me to fund my account?

FIXED TERM DEPOSIT AND FIXED ISA CUSTOMERS:

When logged into your dashboard you will see that you have two accounts: your Fixed Term Deposit (FTD) or ISA Account, and a Funding Account. To fund your FTD or ISA you’ll need to use the Sort Code and Account Number of your Funding Account.

Mobile: When logged into your mobile banking dashboard, along the bottom you’ll see an icon titled ‘Accounts’. Tapping this icon will show a list of accounts, one of which will be titled ‘Funding Account’. There will be two numbers beneath the title – the six digit number is the sort code, and the eight digit number is the account number.

Internet: When logged into your internet banking dashboard, along the left you’ll see an icon titled ‘Accounts’. Clicking this icon will show a list of accounts, one of which will be titled ‘Funding Account’. There will be an eight digit number beneath which will is your account number. The Sort Code for Funding Accounts is: 60-93-68.

Your bank may check the name of the account linked to this sort code via Confirmation of Payee. Please refer to the account details to send the funds.

How do I set up a new payee?

You can set up a new Payee in the Payments section of the app or portal. When you log in, simply select the burger menu in the top left which will drop down a list of options. Selecting ‘View Payees’ will provide a list of all payees set up to your profile. You can then select ‘Add Payee’ and add a new payee. When making a new payment, in the ‘Payee’ section simply click the button to ‘Add New Payee’. You will need to enter the name on the payees account at the top, enter the sort code and account number, and reference information. This information will be used to check that this account exists. You may be required to enter an OTP or use your fingerprint in the app if you have this functionality set up.

How do I view or cancel my Direct Debits?

To cancel a Direct Debit, view the Current Account which is connected to the direct debit and select ‘Direct Debits’ from the line of options under the balance information. When shown a list of the direct debits set up against your account, simply select the one you wish to cancel and select ‘Cancel Direct Debit’. You may be required to enter an OTP or use your fingerprint if this functionality is set up in order to execute this action.

How do I set up or cancel a standing order?

To set up a standing order, select the account which you wish to set the standing order up from. When in the account home screen, click ‘standing orders’ from the menu under the balance information and a list of standing orders for your account will be shown. Click the ‘Add Standing Order Button’ and enter the information using the prompts to set up a new standing order. To cancel a standing order, simply select the three dots to the right of the standing order you wish to cancel and click the trash can icon.

What is the maximum amount I can transfer online?

The maximum amount you can transfer or make an external payment is £10,000 in a 24-hour period. To make a payment larger than this, you will need to provide written instructions signed by all account holders, and either hand it to your Community Relationship manager in branch or send your instructions to Central Operation for processing at FREEPOST: RUEE-STYR-XYKE, UBL UK, 2 Brook Street, London W1S 1BQ

Is there a charge for transferring money between my accounts or externally?

There are no charges for making transfers between your own accounts that you hold within UBL UK in your name. For external transfers, depending on the type of transaction there may be charges. For instance, when making an international payment there may be fees and currency exchange charges. All charges and fees are set out in the personal banking schedule of charges, which can be found here.

How will my information be secured?

·       All data transfers between the bank’s core systems and the App or Portal is encrypted using HTTP (TLS)

·         The App uses Runtime Application Shielding Protection to guard against execution malware and device tampering

·         The App will not retain any of your customer identifiable data. Data provided will only be used to verify your identify against the records the bank holds

·         The App leverages your devices built in biometric capability and does not store or retain any of this data

·         Any documents scanned during registration will be held on a secure server according to the Bank's Data Privacy Policy

Where can I find product specific FAQs for the Fixed Rate Cash ISA product?

Please click on the below link to access the product specific FAQs for the Fixed Rate Cash ISA product. When you scroll down on the page within the link, click on the 'Frequently Asked Questions' tab.

Where can I find product specific FAQs for the Fixed Term Deposit product?

Please click on the below link to access the product specific FAQs for the Fixed Term Deposit product. When you scroll down on the page within the link, click on the 'Frequently Asked Questions' tab.