Frequently Asked Questions

Questions about joining

Will Mobile Banking work on my mobile phone?
Will Mobile Banking work on my BlackBerry?
How do I get my phone to work with WAP/GPRS?
Is my mobile network operator taking part?
Which of my accounts can I access through Mobile Banking?
What facilities will Mobile Banking give me?
How much does Mobile Banking cost?

General

I can’t find Mobile Banking on my mobile phone.
Are there any known problems when using Mobile Banking with my mobile phone?
I am having problems installing Mobile Banking on my BlackBerry
Is Mobile Banking secure?
If I make a transfer on my mobile, will it happen straight away?
Can I use Mobile Banking if I live abroad? / When I’m abroad?
Where can I find more details on my personal information/data used? (Data Protection Act)
Why can’t I register all of my accounts?
I have a joint account that has more than one debit card. Can I receive Overseas Transaction Alerts for each one?

Usage

What happens if I change my mobile phone?
What happens if I change my SIM card?
What happens if I change my mobile phone number?
What if I delete Mobile Banking by accident?
What if I change my mobile network operator?
What if I lose my mobile phone?
What if I receive a replacement debit card?
What if I lose my debit card?
What if my debit card is blocked?
Why has Mobile Banking reported an error?
I have tried to transfer money but I keep getting an error message, I know I have money in my account.
When I use Mobile Banking, I am asked repeatedly whether I want the application to connect to the Internet. How can I stop this happening?

Charges

How much does the Mobile Banking Pack cost?

Security

I have received a promotional e-mail about Mobile Banking that appears to be from Lloyds TSB. Is it?

Will Mobile Banking work on my mobile phone?

Mobile Banking works on most popular mobile phones from the main manufacturers, as well as most Blackberrys. However, Apple iPhones and Windows Mobile are not yet supported, though are planned in the near future.
To be compatible your mobile phone must:

Support Java
Have at least 64Kb of free memory.
Be configured with the standard internet data connectivity settings for your network operator (GPRS or 3G). These settings are usually pre-installed when you buy the phone. However, if you are unsure or you are having problems connecting to Mobile Banking then see - How do I enable my phone to work with WAP/GPRS

See Compatible Mobiles for an up to date list. If your mobile isn’t supported, you can still maintain control over your current accounts by signing up to Limit Alerts and High/Low Balance Alerts. View Mobile Services terms and conditions.

Will Mobile Banking work on my BlackBerry?

Personal BlackBerry: If your BlackBerry is a personal one and less than two years old, it's likely that Mobile Banking will work without any difficulties.

Corporate BlackBerry: The security settings on some corporate BlackBerrys might not allow Mobile Banking to be installed or run. You might be able to use Mobile Banking on your BlackBerry if:

You can access the full internet on your BlackBerry, and
You can download apllications from the internet, and
You can install and run Java applications.

If you're not sure, you can ask your company's IT support team. Registering will only take a few minutes.

Click here for additonal BlackBerry help.

How do I get my phone to work with WAP/GPRS?

For Mobile Banking to work on your mobile phone you need to have GPRS enabled and up-to-date WAP settings.

If you have not yet set up Mobile Banking, please begin registration and, when prompted, choose to download the WAP settings. If you have already completed set up and need settings, select ‘ Download your WAP settings’ from Mobile Banking maintenance.

Is my mobile network operator taking part?

The following mobile network operators currently support the service:

O2
Orange
Tesco Mobile
T-Mobile
Vodafone
Virgin Mobile
3*

*Currently available with balance enquiries and mini statements, Top-Ups coming soon.

Which of my accounts can I access through Mobile Banking?

All Lloyds TSB current accounts, including Classic, Silver, Gold, Platinum and Premier.
Most instant access savings accounts.

The following savings/investment accounts are excluded:

90 Day Notice Account
FirstSave
Fixed Rate ISA
Cash ISA
Monthly Saver
Reward Savings
Young Saver

To use Mobile Banking, you must register at least one current account, and may add up to nine other accounts.

What facilities will Mobile Banking give me?

You’ll be able to do all of the following on your mobile phone:

Transfer money easily between your Lloyds TSB accounts so you can make sure you always have enough money in your account.

See your up-to-date account balance.
See your last six transactions to keep track of your spending.
Top-up up to 5 prepay mobiles straight from your current account, so you (or your family and friends) never run out of credit.

In parallel, you can choose the following text services:

Our Limit Alert service means you can receive a text whenever you’re close to or over your account limit, which gives you the opportunity to put money in your account to avoid Unplanned Overdraft charges.
High/Low Balance Alerts – you can set your own limits, with High Balance Alerts to let you know when to move excess money into savings account and Low Balance Alerts so you can make sure you always have enough money in your account for the things you want to do.
Customers can choose to receive a text when their debit card is used abroad to make a withdrawal from a cash machine or to make a purchase.

You may not be able to transfer money from one account to another if the accounts have different sort code details. In some cases, you may experience difficulties producing mini statements or performing balance enquiries if the accounts have different sort codes (for example, one account in Hull and the other in Andover).

How much does Mobile Banking cost?

You can sign up to Mobile Banking at no extra charge, once you have selected at least one of these text alerts on any of your accounts:

High Balance Alerts
Low Balance Alerts
Limit Alerts

We won't charge you extra irrespective of how many accounts you register for Mobile Banking, how many times you log into your account, or how many transfers you carry out.

If you have a Student account you receive both text alerts and Mobile Banking for free until August 2010. If you are a Premier customer or hold a Private Banking account, both Mobile Banking and text alerts are free as part of your account. (For more information about specific accounts, see How much does the Mobile Banking Pack cost?).

There are no data charges on most networks for using Mobile Banking in the UK. Please check with your network provider. Additional overseas network charges may apply when used abroad.

I can’t find Mobile Banking on my mobile phone.

Once you have registered and downloaded Mobile Banking onto your mobile phone you will normally find the service in your applications or games menu. For help with Mobile Banking on your mobile try Mobile Phone Help

Are there any known problems when using Mobile Banking with my mobile phone?

For help with Mobile Banking problems on your mobile phone (including how to set up the service on your phone) check Mobile Phone Help.

You may not be able to transfer money from one account to another if the accounts have different sort code details. In some cases, you may experience difficulties producing mini statements or performing balance enquiries if the accounts have different sort codes (for example, one account in Hull and the other in Andover). Unfortunately you will not be able to transfer between these accounts through Mobile Banking.
For Orange phones ensure that Orange GPRS or Orange WAP is selected as the default connection type. If Orange GPRS Internet is the only connection type available on your phone you will need to request WAP settings be sent to you. You can do this during Mobile Banking set up or by selecting Download your WAP settings in Maintenance Options. For more settings guidance see the specific set up instructions for your handset in the Mobile Phone Help.

I am having problems installing Mobile Banking on my BlackBerry

If you find you’re unable to get Mobile Banking on your BlackBerry, you may want to speak to your BlackBerry Administrator (usually your company’s IT support team) about enabling your BlackBerry for Mobile Banking.

I cannot follow the link in the message. What does this mean?
This message means your BlackBerry was unable to connect to the internet. This may be because internet access has been blocked by your BlackBerry administrator. You will need to speak to your BlackBerry administrator before you can use Mobile Banking on your phone.

When I follow the link, I cannot download Mobile Banking. What does this mean?
This message means you don’t have the right on your BlackBerry to download the Mobile Banking software. You will need to speak to your BlackBerry administrator before you can use Mobile Banking on your phone.

When I have downloaded Mobile Banking, the installation fails. What does this mean?
This message means you don’t have the right on your BlackBerry to install the Mobile Banking software. You will need to speak to your BlackBerry administrator before you can use Mobile Banking on your phone.

Is Mobile Banking secure?

Your security is central to our service. Your Mobile Banking service can only be accessed from your mobile phone using your passcode. We regularly test, update and validate our security model to make sure we maintain a high level of security. We also use recognised and independent security experts to check the security of Mobile Banking.

If I make a transfer on my mobile, will it happen straight away?

Yes, any transfers made on your mobile will be made immediately.

Can I use Mobile Banking if I live abroad? / When I’m abroad?

Yes, but you will need to have a mobile phone from one of our supported UK mobile operators and a valid bank account with a home address registered in the UK. You will also need to ensure that your mobile phone allows ‘international’ roaming — you can request this directly from your mobile operator.

When you go abroad, you may want to think about pausing your Mobile Services and check whether you’re allowed to receive financial or encrypted information through your mobile phone.

Your mobile operator may also charge higher rates for using Mobile Services while abroad, so you should check with them before you travel too.

Where can I find more details on my personal information/data used? (Data Protection Act)

You can request details of your personal information held by Lloyds TSB by writing to DSAR Unit, Lloyds TSB Customer Service Recovery, Charlton Place, C57, Andover SP10 1RE

Why can’t I register all of my accounts?

The maximum number of accounts you can register for Mobile Banking is 10 accounts. This includes Lloyds TSB accounts and any other bank accounts.

I have a joint account that has more than one debit card. Can I receive Overseas Transaction Alerts for each one?

If you have a joint account and would like to set up an Overseas Transaction Alert for each debit card on that account, you and the other joint account holder will each need to set up an Overseas Transaction Alert for your own debit card.

What happens if I change my mobile phone?

Please delete the service from your old mobile phone before you get rid of it. If you replace your mobile phone and keep the same telephone number you can simply download the service again. From Mobile Banking maintenance, select Download the Mobile Banking application. Don’t worry; we won’t charge you.

What happens if I change my SIM card?

If your mobile number stays the same then you don’t need to do anything. If your mobile number changes then you will need to re-register for the service as if you were a new customer. Don’t worry; we won’t charge you.

What happens if I change my mobile phone number?

You will need to re-register for the Mobile Banking as if you were a new customer.

What if I delete Mobile Banking by accident?

You can simply download the service again. From Mobile Banking maintenance, select Download the Mobile Banking application.

What if I change my mobile network operator?

If your new mobile network operator is participating in the service and your mobile phone and number stay the same, you will be able to use Mobile Banking without interruption. Also see What happens if I change my mobile phone? and What happens if I change my mobile phone number?

What if I lose my mobile phone?

Report the loss to your mobile network operator who will bar the phone and stop it from functioning. As long as your passcode stays secure then it will protect you from fraudulent use of Mobile Banking. In most cases you will receive a replacement mobile phone but keep your original number. In some circumstances you may receive a new number entirely.
If your new phone has a new number then you’ll need to register again.

What if I receive a replacement debit card?

Your debit card details will be updated automatically, so there’s no need for you to do anything. There may be a temporary interruption to service while we update your card details. This is normally only two hours during the night. If your debit card is being replaced because it was lost or stolen, you may experience a temporary interruption of two to three days.

What if I lose my debit card?

Simply contact Lloyds TSB and report your debit card as lost. We will usually send you a replacement card within a few working days.
We will automatically update your card details within Mobile Banking when we send you your replacement card. There will be a temporary interruption to service of two to three days.

What if my debit card is blocked?

If your debit card is blocked, this is usually to protect your account against fraud. In this case, the block will also apply to your Mobile Banking access, and it may take a few working days for the service to be restored. To use the service, you need to have a valid and active debit card, and we regret that we can’t reactivate your Mobile Banking access until the block is removed from your card.

Why has Mobile Banking reported an error?

If you get any error when you first try to use Mobile Banking then there may be a problem with your phone settings. Mobile Phone Help will give you advice on setting up your phone for Mobile Banking
If you get a Service Unavailable error then we recommend you try again later. Occasionally, we need to make changes to the service which requires a temporary interruption to in the service.
If you get a Network Unavailable error then we recommend that you try again later. It probably means that you are out of network coverage.
If you get a Network Timeout then we recommend that you try again. Network timeouts can be caused by a number of things, such as:

high usage of the mobile network
poor signal strength
some older phones with a slower version of WAP.

I have tried to transfer money but I keep getting an error message, I know I have money in my account.

You will only be able to transfer money from one account to another if both accounts have the same sort code details. In some cases, you may experience difficulties producing mini statements or performing balance enquiries if the accounts have different sort codes. If you would like to transfer money in the future between these accounts, contact your local branch and request for your account to be held by the same sort code branch.

When I use Mobile Banking, I am asked repeatedly whether I want the application to connect to the Internet. How can I stop this happening?

Most mobile phones have security settings that control when different applications can connect to the Internet.
Each handset is different, and changing the settings will require different steps. If you want to find out how to change the settings for your mobile phone, please call the Mobile Banking support line on 0808 168 2963. Open Mon to Fri 8am – 9pm, Sat & Sun 8am - 8pm.

How much does the Mobile Banking Pack cost?

The current charges when you register an account for at least one Limit Alert or Low or High Balance Alerts are explained in the table below. For more information about how charges are applied, see How much does Mobile Banking cost?.

The fees below then apply for accounts registered (the fees also apply to customers already registered for Limit Alerts).

Account	Fee (monthly for each account)
Private Banking Premier	Free
Private Banking Premier Plus	Free
Premier	Free
Premier with Vantage	Free
Premier Plus	Free
Platinum	£2.50
Platinum with Vantage	£2.50
Platinum Plus	£2.50
Gold	£2.50
Gold with Vantage	£2.50
Gold Plus	£2.50
Select	£2.50
Select Plus	£2.50
Silver with Vantage	£2.50
Silver	£2.50
Classic	£2.50
Classic with Vantage	£2.50
Classic Plus	£2.50
Student	Free until August 2010 (then £2.50)
Graduate	£2.50
Graduate Gold	£2.50
Offshore Accounts	Service not available
All other current accounts	£2.50

The fee for Mobile Banking Pack is payable for an account that is registered for the service at any time during the month. You will be charged if you pause the service or an alert is not triggered.

I have received a promotional e-mail about Mobile Banking that appears to be from Lloyds TSB. Is it?

Lloyds TSB has not sent any promotional material by e-mail regarding Mobile Banking. However, you should be vigilant, as emails and websites might not be what they seem.

You may receive emails or be directed to websites that ask you to enter your personal information. The aim of many of these email scams is to take you to websites that may look like the lloydstsb.com site but are in fact ‘spoof’ web sites. When you click on a link or enter your personal details, the information is sent to someone other than your bank or other service providers. You thought you were safe, but someone else now has access to your accounts. To log on to Internet Banking, always type www.lloydstsb.com into the address bar at the top of your browser. Don’t follow any links provided.
Don’t be fooled. Lloyds TSB may email you from time to time, but will never send you an email asking you to enter your Internet banking details either through an email or a website. For a quick way to tell if an email is genuine, check for your name at the top of the email. We know who you are so we’ll always greet you personally, but fraudsters are unlikely to know your name.
If you receive an email that asks for your personal information, do not click on any link or provide any Internet Banking or telephone banking log on details. Please forward suspicious emails that ask for your personal information to emailscams@lloydstsb.co.uk and then delete it from your inbox without responding.
Protect yourself and your computer by having up-to-date anti-virus software, operating systems and firewalls.

If you suspect you’ve received a fraudulent email, please forward it to us for investigation at emailscams@lloydstsb.co.uk and then delete it from your inbox without responding. This information will be used to help reduce online fraud.

Visit the Millers Miles website to view examples of phishing emails