TSB Mobile Banking FAQs

Is there a fee for TSB Mobile Banking?

TSB Mobile is free. 

Please note that standard SMS text messaging and web browser application fees from your mobile device provider will apply.

Do I need to have TSB Online to enroll in TSB Mobile?

Yes. TSB Mobile is an added feature of TSB Online.

What do I need to do to begin using TSB Mobile?

Enroll in TSB Online Banking. 

Once enrolled, for TSB Mobile Banking via App, download the TSB Mobile App from the Apple App Store or the Google Play Store.

Or, for TSB Web Mobile or TSB Text Mobile, once enrolled in TSB Online, login to TSB Online;  select the Options tab;  then select the Mobile Settings option.  Click on the Web Mobile Settings to enroll in the web based mobile application.  Click on the Text Mobile Settings to enroll in the text based mobile application.

Do I have to use both the Web Mobile and the Text Mobile applications?

No.  If your mobile phone or plan only supports one of the two applications, or you prefer one application over the other, either application can be used alone.

What functions can I perform from my mobile phone?

You can:

  • View Transaction history
  • View Account Balances
  • Transfer Funds between accounts*
  • Pay Bills to existing Payees*
  • View Alerts*

* Not available via TSB Text Mobile.

How do I know if my transfer or bill payment was entered successfully?

Each time you make a transfer or bill payment, a confirmation SMS text message will be sent to your mobile device.  If you do not receive a confirmation text message, verify that the transaction went through.

What if I no longer want to be a mobile user?

Login to TSB Online; select Options, and then Mobile Settings.  Then de-select Activate Mobile Banking Access and click Submit.

What happens if I lose my mobile device?

Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.

Why can’t I add a new payee?

Functionality is limited to sending payments to previously established payees. To add a new payee, login to TSB Online, Select Bill Payment and add a new payee.  You can then submit payments to that payee via your mobile device.

What happens if I lose communication/signal during a transaction?

When you complete a transaction from your mobile device (bill payment or funds transfer) you will receive a SMS text message as confirmation that the transaction was successful.  If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.

What do I need to do if I get a new phone?

If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, login to TSB Online and update your information on the Mobile Settings page under the Options tab. You will not receive SMS text messages regarding TSB Mobile Banking transactions if your phone number is not correct.

How can I search for a transaction?

You will only be able to view 15 days worth of transaction history of your mobile device. There is not a search feature.

Can I use any mobile device to access my accounts?

Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS text messages will be sent to the device entered when enrolling for mobile banking, not any alternate device from which you perform a transaction.

Can I add a new TSB Online Bill Pay payee via mobile banking?

No. You can only add payments to payees already established through your TSB Online Bill Pay via TSB Online.

How do I delete a Bill Payment that I set up through my mobile device?

You must login to TSB Online, access TSB Online Bill Pay, and delete the payment from the main menu of TSB Online Bill Pay.

When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?

Check your phone’s settings to make sure you don’t have alpha-only enabled on the keypad.

What if I can’t get my mobile device to work with TSB Online?

You may experience trouble accessing the mobile version of TSB Online on your phone for a number of reasons.  To use the mobile version, your phone will need to meet the following minimum requirements:

  • You must first enroll through traditional TSB Online before you can gain access,
  • Your mobile device must be web enabled.
  • Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)

If your phone meets these requirements and you continue experiencing problems, TSB Mobile may not be compatible with your phone’s browser.