Frequently asked questions
Text Alerts
- How do I register for text alerts?
- How will I be charged for using text alerts?
- Will text alerts work on my mobile phone?
- How do I receive text alerts on my phone for my other NatWest accounts?
- Why did my card fail verification
- How do I change my text alert settings?
- How do I stop receiving text alerts on my phone?
- How do I cancel the service for all registered accounts?
- What if I receive a replacement bank card?
- What happens if I change my mobile phone?
- What if I lose my mobile phone?
- What if I lose my card?
- Will I still be able to receive text alerts if I'm abroad?
- I've deleted a message by mistake, could you send it to me again?
Mobile Phone Banking Application
- Will the mobile phone banking application work on my phone?
- How much does the mobile phone banking application cost?
- Is my mobile network operator participating?
- Is the mobile phone banking application secure?
- Can I use the mobile phone banking application if I live abroad?
- What happens if I change my mobile phone?
- What if I lose my mobile phone?
- What if I receive a replacement bank card?
- What if someone steals my passcode?
- Why are there 2 Mobile Phone Banking applications on my handset? How do I delete one?
- Is the mobile phone banking application available on the iPhone?
Quick Balance and Quick Mini Statement
- How do I request a Quick Balance or Quick Statement?
- How much will I be charged for requesting a Quick Balance or a Quick Statement?
- Will the service work on my mobile phone?
- What should I do if I lose my debit card?
- What happens if I change my mobile phone?
- What if I lose my mobile phone?
- Will I be able to request a Quick Balance or a Quick Statement whilst I'm abroad?
How do I register for text alerts?
To use the service, you must complete a simple registration process which tells us who you are and which debit cards you wish to receive text alerts for. To register, you will need to have your bank account details and mobile phone to hand.
During the registration process you will be required to:
- Enter your personal details
- Verify your mobile phone number - confirm the unique access code we text to your mobile phone
- Confirm your card details and set up your FREE text banking services
- Choose to download the optional application to your mobile phone
How will I be charged for using text alerts?
Text alerts are currently free of charge to all NatWest personal and business customers.
Additional overseas network charges may apply when used abroad. All charges include VAT.
Will text alerts work on my mobile phone?
Text alerts will work on any phone capable of receiving text messages.
How do I receive text alerts on my phone for my other NatWest accounts?
You can register up to ten NatWest accounts for text alerts.Once your first NatWest account has been activated for text alerts, you can log in as an existing text alerts customer to register additional NatWest accounts.
Why did my card fail verification
For security reasons we cannot reveal details of why a card has failed verification. You should check all of the card details carefully or contact your bank directly.How do I change my text alert settings?
Log in as an existing text alerts customer to change your text preferences online.How do I stop receiving text alerts on my phone?
Log in as an existing Text Services customer to cancel your alerts online.How do I cancel the service for all registered accounts?
To stop receiving text alerts for NatWest bank accounts registered in association with all mobile phone banking services, text STOP to 82428.What if I receive a replacement bank card?
You will need to delete the old card from the service and add the details for the replacement card. To do this please follow the instructions below:
- Go to the Manage Text Services page
- Enter your mobile phone number when prompted
- From the Text Services management page select Stop for the account with the replacement card
- Select Add new card to enter your new card details and setup your alerts.
What happens if I change my mobile phone?
As long as you keep your old phone number, you will continue to receive your text alerts as usual. However, if you have downloaded the mobile phone banking application, then simply text NW to 82428 and we will send you a text message. Follow the instructions within the text message to install mobile phone banking on your new phone.
If your mobile phone number changes then you will need to re-register for the service as if you were a new customer.
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. In most cases you will receive a replacement mobile phone but retain your original number but in some circumstances you may receive a new number entirely.What if I lose my card?
Contact your bank and report your card as lost. Your bank will usually send you a replacement card within a few working days. (Please refer to your banks terms and conditions for more information on reporting lost cards).
You will need to stop all mobile phone banking services for that account and add the details for the replacement card by re-registering.
Will I still be able to receive text alerts if I'm abroad?
Yes, but you will need to ensure that your mobile phone allows ‘international’ roaming — you can request this directly from your mobile operator.I've deleted a message by mistake, could you send it to me again?
No, unfortunately we are only able to send the message once. If a message is deleted it cannot be viewed again.Will the mobile phone banking application work on my phone?
Mobile phone banking works on most popular mobile phones - if your mobile phone has a
camera or games installed it should support the application.
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.
Support for Apple iPhones and Windows Mobiles is coming soon.
How much does the mobile phone banking application cost?
Mobile phone banking is currently free of charge to all NatWest personal and business customers.
Mobile phone Top-Ups: There is no service charge for Top-Ups. Mobile phone Top-Ups will be debited directly from your current account and will be shown on your current account statement.
NatWest won't charge you for downloading or using this application, although your mobile operator may charge a few pence.
Additional overseas network charges may apply when used abroad. All charges include VAT.
Is my mobile network operator participating?
The following mobile network operators currently support the service:
- O2
- Orange
- Tesco Mobile
- T-Mobile
- Vodafone
- Virgin Mobile
- 3*
- dot mobile
*Currently available with balance enquiries and mini statements, Top-Ups coming soon.
Is the mobile phone banking application secure?
The security of mobile phone banking is at the heart of our service. The service can only be accessed from your mobile phone using your passcode. We regularly test, update and validate our security model to ensure we maintain a banking grade level of security. We also use recognised and independent security experts to validate the security of mobile phone banking.Can I use the mobile phone banking application if I live abroad?
Yes, but you will need to have a mobile phone from one of our supported UK mobile operators and a UK 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.What happens if I change my mobile phone?
Please ensure that you delete the service from your old mobile phone before disposal. If you replace your mobile phone and keep the same telephone number you can simply download the service again by texting NW to 82428. You will then be able to enter your existing passcode and use the service immediately.If your mobile phone number changes then you will need to re-register for the service as if you were a new customer
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 remains secure then it will protect you from fraudulent use of mobile phone banking. In most cases you will receive a replacement mobile phone but retain your original number but in some circumstances you may receive a new number entirely.Once you receive a replacement phone text NW to 82428 and follow the instructions to download the application.
What if I receive a replacement bank card?
You will need to update your card details with the details for your new card. Do this by following the instructions below.- Launch the mobile phone banking application.
- Enter your passcode.
- From the main menu select Options, then Card Options.
- Select your card from the list and select Update Card.
- Follow the on-screen instructions to update your card.
What if someone steals my passcode?
If you suspect someone has your passcode then use the Change Passcode function in the service.
In order to use the service to access your account someone would need to know your passcode AND
have access to your mobile phone — so even if your mobile phone is stolen your account remains
protected.
To change your passcode:
- Launch the mobile phone banking application.
- Enter your Passcode when prompted
- Select Options and then Service Options
- Select Change Passcode and follow the instructions when prompted
Why are there 2 Mobile Phone Banking applications on my handset? How do I delete one?
We may upgrade your mobile phone banking application from time to time with new content. You may as the result receive an application upgrade.
In that event, simply highlight the older Mobile Phone Banking icon on your handset, select Options and then select delete or remove.
Is the mobile phone banking application available on the iPhone?
Yes, simply go to the Apple app store on your iPhone and search for NatWest.
How do I request a Quick Balance or Quick Statement?
You will need to register for mobile phone banking by visiting www.natwest.com/mobile
Once registered for mobile phone banking you can request a Quick Balance by texting BAL to 82628 or for a Quick Statement showing your last few transactions text MINI to 82628.
How much will I be charged for requesting a Quick Balance or a Quick Statement?
NatWest won’t charge you for requesting a Quick Balance or a Quick Statement. However, you will be charged your standard network SMS rate by your Operator.
Will the service work on my mobile phone?
Yes - As long as you can send and receive text messages on your mobile phone.What should I do if I lose my debit card?
Contact your bank and report your card as lost. Your bank will usually send you a replacement card within a few working days.
For security reasons your mobile phone banking service will be stopped so when you receive your new card you will need to re-register at www.natwest.com/mobile.
What happens if I change my mobile phone?
As long as you keep your old phone number, you will continue to request a Quick Balance or a Quick Statement.If your mobile number changes then you will need to re-register for the service as if you were a new customer.