Here to help, every step of the way 

Ready to get started on the all new UBL UK Internet and Mobile Banking platform? Everything you need is on this page. 

From how to register and confirm your identity, to downloading and using the brand new app. There are a list of FAQs to help you every step of the way.  Can’t find an answer to the question that you are looking for? Our friendly team will be happy to help. Contact us here.  

FAQs

  • What is the new Mobile Banking Appliction?

    UBL UK have launched a new way for our customers to manage their finances, in compliment to existing Internet, Branch and Phone services. The new mobile app works in conjunction with a new and enhanced internet banking portal, meaning you can view your account balances, transaction history, or make payments on the go, 24/7*. (*subject to having a compatible device and operating system – detailed below).

  • 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

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

    You can find our new Internet Banking portal at digitalbanking.ubluk.com.

    In order to improve logging into Internet Banking on a computer, we have developed a new and enhanced login process that works in conjunction with the Mobile App. However, if you do not wish to download Mobile Banking, but still wish to use Internet Banking, you can do so. You’ll simply need to register for the new internet-banking platform using your existing customer information, set a new password and passcode, and have access to a mobile phone capable of receiving SMS One Time Passcodes (OTP) to verify certain activity. It is important that for security purposes, only you have access to the mobile number and it is unique to you.

  • 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 verify your identity and then set new password and security credentials. You will use these details to login to both Mobile and Internet Banking.

    However, the first time you use a new device on Mobile Banking, or if you upgrade your phone, we will need to authenticate your device so 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 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’. 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.

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  • When will I know when it is my time to register for the new platform?

    In order to ensure continuity of service and to continue to deliver UBL UK’s high levels of service, customers will be migrated to the new platform in a staggered approach. We will be requesting that customers register for the new platform only when they receive the letter instructing them to do so. A letter will be sent to you when it is your turn to register for the platform. Until that time, you will continue to use the existing platforms, but once you have registered for the new service, you will no longer be able to access the old version.

  • What do I need to complete registration?

    In order to complete registration you will need: your account information, personal details, answers to your security questions and either your UK Driving License or Passport. We will use this information to electronically verify your identity, and link your account to you profile. When registering on a mobile device you have two options. You can use you devices 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.

  • 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 to eject and remove your SD card, then re-insert 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 also 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 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, Modern and Software used by the manufacturer. For security, the app will not 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:

    Devices running on iOS software version 13 and above

    Devices running on Android software versions 8 and above

  • When I open the App why does it not start?

    For security to prevent against keystroke logging, we restrict the keyboards you can use to access the App, please ensure your device is using the manufacturers default keyboard. If you have restored your device from a saved backup, you will need to uninstall and reinstall the App and compete a full registration. **Transfers under £90 incur a £3 charge UBL UK also generates revenue from Currency Exchange

     

  • 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.

  • 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

  • How do I register for the new platform?

    You can register in a number of ways. You can download the 'UBL UK - Mobile Banking’ app from your app store and 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.

  • When will I know when it is my time to register for the new platform?

    In order to ensure continuity of service and to continue to deliver UBL UK’s high levels of service, customers will be migrated to the new platform in a staggered approach. We will be requesting that customers register for the new platform only when they receive the letter instructing them to do so. A letter will be sent to you when it is your turn to register for the platform. Until that time, you will continue to use the existing platforms, but once you have registered for the new service, you will no longer be able to access the old version.

  • What do I need to do to complete registration?

    In order to complete registration you will need: your account information, personal details, answers to your security questions and either your UK Driving License or Passport. We will use this information to electronically verify your identity, and link you account to you profile. When registering on a mobile device you have two options. You can use you devices 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 will my information be secured?

    All data transfer 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 you 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 and will be destroyed after X days

  • What If I don’t want to, or can’t, use Mobile Banking or Internet Banking?

    For our customers who may either be unable, or prefer not to use mobile or internet banking, we will continue to offer all of the existing options to manage your account including branch, post, and phone. The upgraded Internet Banking and New Mobile Banking offer simpler ways to manage your money 24/7. If you have not used Internet or Mobile Banking before, but wish to learn how to do so, speak to you Community relationship Manager, or visit the help guides at www.ubluk.com/intenretbankinghelp

  • 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 is a list of accounts and their name and balance, 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, you will need to first select this account. If you click on the icon for the account you wish to view, you will be navigated to that account home screen which will provide you balance, and a list of the last 30 transactions. Just under the balance information, you will see three dots on the right of the next menu, which when clicked will provide a list of actions. Select ‘Statements’ and all the statements available will be shown in a list for you to select 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 too. These numbers may differ for a number of reasons including, payments into your account may not yet have cleared, or payments out of your account may not yet have been completed.

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

    In the mobile banking app dashboard, the middle icon at the foot of the home screen allows you to jump to the payment module. Using this button you will be presented a list of which account you wish to make a payment from, and then select who to pay to, including entering references, add new payees, transfer to one of your other accounts at UBL UK, or make and international payment. Once you have entered your payment details, click review and 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 if you have activated this, in order to confirm instructions as an added layer of security.

  • 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 a name at the top that is the name on the payees account, 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, view 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: RSSA-GJRS-KBCT, UBL UK Central Operations, 391-393 Stratford Rd, Birmingham B11 4JZ

  • 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 at www.ubluk.com/resources

  • How do I set up notifications?

    Our new mobile banking application enables users to set up their own payment alerts either as SMS messages or push notifications. This can be managed at an account level. Simply select the three dots in the menu bar under the account balance information and select ‘Notifications’. A list of all the notifications set you’re your account will be listed, and you can 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.

    When you log into your application, on your home screen a list of  notifications will be displayed. I you have the mobile app on your mobile phone and have switched push notification on, you will get a push notification to your device notifying you of a notification in your account.

  • What is secure messaging?

    Secure messages can be sent from the mobile app or the portal that are directly sent to our Customer Services Team. They are secure in that they come from your profile, so a response can be given that will 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 transaction on your accounts outside limits instead of sending instructions in writing by post. We typically aim to respond to secure messages within 24 hours.

  • 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 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.

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