Frequently asked questions about our mobile savings app

Our mobile savings app can be used by any Newcastle Building Society Member with an online savings account.

You can download our mobile savings app at the relevant app store:

• Google Play Store (for Android devices)
• Apple App Store (for iOS devices)

Once you have downloaded and installed the savings app, follow the instructions below to register and activate;

1. Open the app and confirm that you’re an existing customer
2. Enter your online services user ID and password
3. Provide the requested characters from your security question
4. Create and confirm your 6 digit app PIN
5. Enable biometric login (if supported on your device)
6. Review and agree to the terms and conditions
7. You can then access the app and view your savings account(s).

Our savings app is available on Apple iPhones running iOS 11 (or above) or Android smartphones Version 7.1 (or above).

To find out which mobile operating system your smartphone is running, please follow the instructions below (this may differ slightly from device to device depending on the version you’re running):

• Apple iPhone: Select settings > ‘General About Version (iPhone)’ or ‘Settings About Phone Software’ information
• Android: Select ‘Settings About Phone Software’ information

Please note: The mobile savings app will not work on older devices that are unable to upgrade to these operating systems.

The savings app may be downloaded and used on Apple iPads running iOS 11 (or above) and Android tablets Version 7.1 (or above), however it will be an up-scaled version of the mobile app.

To enlarge the screen on an iPad, open the savings app and tap on the icon in the bottom right hand corner.

The savings app will automatically enlarge to fill the screen on an Android tablet.

No. For security reasons, only one registered customer can access the savings app on a single device.

Biometrics are biological measurements – or physical characteristics – that can be used to identify individuals, such as facial recognition or fingerprint scanning.

Biometrics are available on various devices to allow you to easily log in to your savings app.

The type of biometrics available depends on your device.

We do not currently offer this feature, but this may change over time as we develop the savings app further and release more features and updates.

We do not offer mortgage account access via the savings app at this time. However, you will still be able to access your mortgage account online on our website.

To continue to use the mobile savings app, you’ll need to use the latest version of the savings app. Please visit the relevant app store, depending on the device you use, to update to the latest version.

We are constantly adding new features and improvements to the mobile savings app and we deliver these to you via app updates.

To ensure that you have the best experience in using our app, you will always need to use the latest version of the app, available from the relevant app store.

If you can’t find the latest version of the mobile savings app within the relevant app store, this means your mobile device will not allow the latest version to be downloaded. However, you can continue to access your account via our website.

If you're upgrading your device, you will need to re-register via the app once you've downloaded it from the app store onto your new device.

Security is paramount to our services. Access to the mobile savings app is via biometric touch / face login or PIN entry. Your login method is uniquely linked to the mobile savings app on your device. This means only your login works on your app.

We regularly test, update and validate our security to ensure we maintain a high grade of protection. We also use recognised and independent security experts to validate the security of our mobile savings app.

It is important that only you know your account password.

You cannot update this password via the app so please contact us by telephone to reset your password.

Our number is 0345 734 4345, our lines are open 8am - 6pm, Monday to Friday.

Please contact us directly via telephone or in branch to discuss your concerns.

Our number is 0345 734 4345, our lines are open 8am - 6pm, Monday to Friday.

You can’t change your account password via the mobile savings app, however you can change your password by logging in to your online account on our website.

Alternatively, you can call us to reset your password. Our number is 0345 734 4345, our lines are open 8am - 6pm, Monday to Friday.

If you've forgotten your online password details, then you can reset your password via our website, or if you have you have lost or forgotten your User ID then please call 0345 734 4345 (lines open 8am - 6pm Monday to Friday). 

Your fingerprint and/or facial ID can be changed and updated within your device’s settings and permissions.

You can change your PIN by accessing the Settings menu within the mobile savings app, then select ‘Change PIN’.

You can change your biometric functionality by accessing the Settings menu within the app, then select ‘Biometric Settings’.

Once logged into the mobile savings app, your savings account balances will display on the main Account Summary screen.

Setting up savings goals isn't something you’re able to do at the moment within the app, however we're developing future functionality to support this and other features which we hope to release in the near future.

You can click on any of your accounts to display a list of transactions and details.

No, however you can scroll through your transactions and view further details on each item displayed.

This may change over time as we develop the app further and release more features and updates.

Yes, you can set up future payments from easy access accounts by using the ‘Transfer’ button within the app and selecting a future date.

You can cancel any future payments within the Statements screen by selecting ‘Pending Transactions’.

Your use of the app is free of charge. However, your internet or service provider may charge for using data on your smartphone or tablet device.

Yes, you can update your email address, contact numbers and marketing preferences in the mobile savings app. 

You can also view your name and address details. If these need changing, you can update your address details within online banking and call us for a name change.

Alternatively, you can also contact us by phone to ask us to change your personal details for you. 

You can contact us on 0345 734 4345 between 8am-6pm, Monday to Friday.

Managing your nominated account isn't something you’re able to do at the moment within the mobile savings app, however we’re developing future functionality to support this and other features which we hope to release in the near future.

Adding or removing account holders isn't something you’re able to do at the moment within the savings app, however we’re developing future functionality to support this and other features which we hope to release in the near future.

You can contact us via the FAQ & Help section within the mobile savings app or via your secure messages through your online account.

You can also call us on 0345 734 4345, our lines are open 8am - 6pm, Monday to Friday.

Please refer to the Contact Us page on this website.

Yes, the mobile savings app has been designed and developed to be compatible with screen reader user preference settings.

Yes, our app has been designed and developed to support large text user preference settings.

Secure messaging isn't currently supported within the mobile savings app, however we’re developing future functionality to support this and other features which we hope to release in the near future.

Web and video chat aren't currently supported within the savings app, however we're developing future functionality to support this and other features which we hope to release in the near future.

You would need to make a total withdrawal of the balance of your account – in doing so, this will cause your account to be closed.

You can also close your account via telephone, by calling us on 0345 734 4345 (8am - 6pm, Monday to Friday).

Yes; you can do this by using the ‘Transfer’ button within the app.

Yes, you may transfer money to any online account held with us, where the terms of the account allow this.

Select the account from the list of accounts held within the ‘Transfer’ option.