Banking App

Passcode FAQs

Please check this page for future updates.

• What is a passcode?

  A passcode is a unique six-digit code that you will set on each of your registered mobile devices. We will ask for your passcode (or, if you have biometrics enabled, your Fingerprint/Touch ID or Face ID) when you want to access certain services. For example, when you log in and when you approve purchases.

• What’s the difference between the new six-digit passcode and my 365 PIN?

  The new six-digit passcode for our mobile app will replace your existing 365 PIN in most situations and on each device where you have downloaded the app. You will need to enter your full six-digit passcode, where previously you only needed to enter 3 of 6 digits of your 365 PIN. Once you set your passcode, you will use it to log in and for everyday banking.

• Will my 365 user ID change?

  No, your user ID will remain the same.

• Why are we making this change?

  We’re always working to make your digital banking more secure, quicker and easier. Moving to a six-digit passcode will help us to do this.

• When will this change happen?

  This change will come into effect later this year. We will let you know closer to the time when this change is happening.

• Where will I use the new six-digit passcode on the mobile app?

  After you set your new six-digit passcode	365 PIN	Six-digit passcode	Biometrics (if enabled)
  When you log in to our 365 mobile app	No	Yes	Yes
  When you are asked to approve or decline purchases using our 365 mobile app	No	Yes	Yes
  When you are asked to approve everyday banking actions using our 365 mobile app (for example, if you change your address on your profile)	No	Yes	Yes
  When you use 365 phone	No	Yes	Yes
  If you are re-registering our 365 mobile app on a new or existing device*	Yes	No	No

  The only time you may need to use your 365 PIN is if you need to re-register for our 365 mobile app on a new or existing device. We know it may be hard to remember your 365 PIN just for this situation so, in the future, you will have the option to confirm your identity using your Visa debit card details instead.

• Where will I use the new six-digit passcode on 365 online?

  When you log in to 365 online, you will be prompted for your new six-digit passcode or biometrics on the mobile app. If you use a physical security key to log in to 365 online, you will continue to use your 365 PIN the same as you do today.

  After you set your new six-digit passcode	365 PIN	Six-digit passcode	Biometrics (if enabled)
  Logging in to 365 online	No	Yes	Yes
  If you use a physical security key	Yes	No	No

• What if I am a physical security key user?

  If you use a physical security key to log in to 365 online, you will continue to use your 365 PIN the same as you do today.

• Will I ever need to remember my 365 PIN in the future?

  You may need to use your 365 PIN in the future, if you need to re-register for our 365 mobile app on a new or existing device. We know it may be hard to remember your 365 PIN just for this situation so, in the future you will have the option to confirm your identity using your Visa debit card details instead.

  If you contact us on 365 phone, we may ask you to confirm three of your six 365 PIN numbers to check that you are who you say you are.

  If you are a Physical Security Key user, you will continue to use your 365 PIN as you do today.

• Can I still use biometrics on the 365 mobile app?

  To continue to use biometrics on your mobile device, you need to create the new six-digit passcode. Once you have created your passcode, you can continue using your Fingerprint/Touch ID or Face ID on your mobile device when you log in. Additionally, you can also use Fingerprint/Touch ID or Face ID to approve purchases.

• How do I enable biometrics?

  Log in to the app and tap on your Profile at the top of the screen, then tap on Biometrics and Passcode. Depending on the type of device you are using, you should see a section called one of the following:

  • Biometric login or Fingerprint or Face recognition (for Android)
  • Touch ID or Face ID (for iPhone)
  • Passcode (there will be an option to update your passcode in this section).

  Tap on the relevant section which will then allow you to enable biometrics.

• Why can I not use biometrics on my device?

  This feature is only available on devices that support biometrics. Also, if there is more than one 365 profile registered on your mobile phone, you cannot use biometrics. This is a security precaution to protect customers’ profiles and accounts.

• Will I still have to 'Swipe to approve' payments?

  No. We’re removing the ‘Swipe to approve’ and ‘Decline’ feature and replacing it with two simple, large buttons, ‘Approve’ and ‘Decline’, that will do the same thing. It will be visually easier to approve and decline payments.

• What do all these terms mean?

  Term	What it means
  User ID	The ID you use to log in to 365 online on your desktop computer. You enter all six digits.
  365 PIN	The PIN you enter to log in the app on your mobile device(s) and 365 online on your desktop computer, before you have set your new passcode. You enter three out of the six digits.
  Passcode	The new six-digit passcode you create then use to log in to your registered mobile device. You enter all six digits.
  Biometrics	The Fingerprint/Touch ID or Face ID that you can use on your mobile device(s), once you have enabled them.
  Mobile device	For example, a mobile phone that you have downloaded the mobile app to.
  Physical Security Key (PSK)	The small device used to confirm your identity by generating codes that you enter into 365 online.