Banking with Royal Bank of Scotland
What would you like to do?
Use Telephone Banking
Register for Telephone Banking
Learn about Voice ID
Telephone Banking, Digital Banking and mobile app available to customers aged 11+ with a Royal Bank of Scotland account. App available on compatible iOS and Android devices with a UK or international mobile number from specific countries.
Use Telephone Banking
To use Telephone Banking you need to have a Personal account and be registered for Telephone or Digital Banking. You will need your customer number, PIN and password when you call (these are the same as Digital Banking).
With Telephone Banking you can:
Use our automated service to check balances, transfer money and pay bills
Speak with one of our team about your accounts.
If you can't remember your Customer Number, PIN or password then our Support Centre is here to help.
Prefer texting over calling?
Our app comes with Secure Messaging which lets you speak with us by text. It's really simple to use. Just tap the 'Help' option to start.
Send a message with the app
What do you want to do?
Choose an option below
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Check balances and transactions
The app is the fastest way to check your balance and recent transactions.
Mobile App
4 seconds
Telephone Banking
1 minute 4 seconds
'Need to knows' about these times Close
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Need to knows
- Timings based on data from 2019.
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You can also use Secure Messaging to text us if you need help. It's only available through the app.
Get the app now
Still want to call us?
Our Contact Us page has all the phone numbers you need.
Go to Contact Us
Transfer money between your accounts
Transfer money between your accounts in seconds with the app. It's much faster than calling us, see for yourself.
Mobile App
20 seconds
Telephone Banking
1 minute 27 seconds
'Need to knows' about these times Close
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Need to knows
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You can also use Secure Messaging to text us if you need help. It's only available through the app.
Get the app now
Still want to call us?
Our Contact Us page has all the phone numbers you need.
Go to Contact Us
Make payments
Send money quickly and securely with the app. It's the fastest way to send money to other people or to pay off bills.
Pay someone again
Pay someone new
Mobile App
27 seconds
58 seconds
4 minutes
7 minutes 19 seconds
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Need to knows
- Timings based on data from 2019.
- Daily payment limit of £20,000 applies to Telephone Banking and you must be aged 16 or over.
- For mobile payments, you must be aged 16 or over and there is a maximum of 5 payments totaling £1,000 per day for paying someone new. Payments under £1,000 can be saved on the mobile app and will also show in Digital Banking for future use.
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You can also use Secure Messaging to text us if you need help. It's only available through the app.
Get the app now
Still want to call us?
Our Contact Us page has all the phone numbers you need.
Go to Contact Us
See and cancel Direct Debits
The app is the fastest way to view your Direct Debit details and cancel them. It helps put you in control of money leaving your account.
Mobile App
30 seconds
Telephone Banking
2 minutes 25 seconds
'Need to knows' about these times Close
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Need to knows
- Timings based on data from 2019.
- You have up until 8.20pm (UK time) on the day the payment is due to cancel.
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You can also use Secure Messaging to text us if you need help. It's only available through the app.
Get the app now
Still want to call us?
Our Contact Us page has all the phone numbers you need to get help.
Go to Contact Us
For general enquiries about your personal banking please use the numbers below. You should have your Customer Number, PIN and password ready. Our Support Centre is here to help if you have forgotten these details.
- Call us on:03457 242 424
- Overseas: 0131 549 8888
- Relay UK18001 03457 242 424
Lines are open 24 hours a day, 365 days a year.
Register for Telephone Banking
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1
Download the Royal Bank app from your phone or tablet's app store by using the buttons below. If you are on computer, this link will send you a text to get the app.
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2
Open the app and follow the step by step instructions. When asked for your customer number, tap the option for 'What's my Customer Number?'.
Tapping this will register you for Digital Banking and give you a customer number, PIN and Password, which you need for Telephone Banking.
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3
Continue with the steps until you are logged into the app. To call Telephone Banking, tap the 'Help' option along the bottom of your screen and scroll down to 'Contact Us'.
If you prefer texting over calling, you can use the 'Message Us' option within the same Help menu to send us a message instead of calling.
Get the app now
If you don't have a mobile phone or tablet device, you can visit our Support Centre to register for Telephone Banking instead.
Learn about Voice ID
Voice ID is a new security feature for Telephone Banking customers. It authenticates you using your voice in our automated system or when you speak to one of our team. This means you don’t have to use your PIN and password when you call us.
Getting started is simple – you just need to be registered for Telephone Banking and speak to one of our team who will be able to enrol you.
Voice ID is available to Telephone Banking customers aged 18 and over.
More secure
Using your voice to access Telephone Banking is the most secure way to protect your account.
Faster
Once enrolled, we'll recognise your voice when you speak to us - no time spent verifying your identity.
Easier
It authenticates you using your voice, so you don’t have to remember a password.
How it works
Your voiceprint
Just like your fingerprints, your voice is unique. Voice ID analyses over 100 aspects of the way you talk, from your accent and pronunciation to physical differences like the size and shape of your mouth. All these things create your unique voiceprint.
Staying secure
While a PIN and password can be written down or guessed by fraudsters, nobody can copy your voiceprint. With Voice ID you can be more confident than ever that your banking details are secure.
Get started
Get started with Voice ID in 3 steps
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Call us on 03457 242 424 (Overseas: 0131 549 8888, Relay UK: 18001 03457 242 424). You'll need your Telephone Banking security details. If you aren't already registered, please follow the steps to register first.
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02
Confirm your identity using your customer number, PIN and password.Please have your mobile phone handy when you call us, so we can send you a one time passcode.
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03
One of our team will set up Voice ID for you.
Got a question about Voice ID?
If you'd like to know more about Voice ID, check out our frequently asked questions below.
Frequently asked questions
Is Voice ID secure? Close
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Is Voice ID secure?
Yes. The unique characteristics of your voice make it much more secure than a conventional password.
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Can my voiceprint be stolen? Close
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Can my voiceprint be stolen?
No. Your voiceprint is not a recording, or something that can be stolen. We store a digital representation of your voice that only works with our system. It can’t be used to gain access to any other system, and no one can use it to make a copy of your voice.
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How is my voiceprint stored and is my data secure? Close
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How is my voiceprint stored and is my data secure?
Your voiceprint will be stored securely alongside your existing account information. Remember, we treat all your data with care and respect. Everything you need to know about your data can be found in ourPrivacy policy.
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Who can apply for Voice ID? Close
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Who can apply for Voice ID?
Any customer enrolled for Telephone Banking over the age of 18 can apply for Voice ID.
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Will Voice ID work if I have a cold? Close
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Will Voice ID work if I have a cold?
Yes. Having a cold or sore throat doesn’t change the way speech is generated so we will still be able to verify you. If your voice has changed because of medical reasons we will still be able to help – we will just need to verify you in another way.
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Is my voiceprint really unique? Close
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Is my voiceprint really unique?
Yes. Just like your fingerprint, your voiceprint is uniquely yours. It’s made up of over a hundred different characteristics representing your voice – in fact it’s even more unique than your fingerprint.
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What happens if I enrol to Voice ID but change my mind? Close
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What happens if I enrol to Voice ID but change my mind?
You can unenroll at any time by speaking to our telephone banking team – but remember, Voice ID makes banking with us easier and more secure.
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Can I use Voice ID on behalf of someone I care for? Close
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Can I use Voice ID on behalf of someone I care for?
If you have third party access or power of attorney on an account of someone you care for, you can use Voice ID to be verified. This will give you access to your accounts and any others you're authorised to manage.
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How does Voice ID work in the automated system? Close
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How does Voice ID work in the automated system?
If you are already registered for Voice ID, you have the option in the automated system to tell us, using your voice, the reason for your call and your Customer number. This should be all we need to verify you using voice, meaning you don’t need to remember your PIN or password anymore.
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Get the app
Search for 'Royal Bank of Scotland Mobile Banking' in your app store - where you normally download your apps.
Step-by-step guide:
- Open the Royal Bank app,tap 'I'm already a customer'. Read and accept the Mobile Banking Terms then tap ‘Get Started’
- Enter your Digital Bankingcustomer number. Don’t have these? Tap 'What's my customer number?'.
- Enter the characters from yourDigital Banking PIN and Password. Don't have these? Tap 'Forgotten secure details?'
- Confirm your mobile numberand enter the activation code we text to you. If your mobile number is wrong then log in to Digital Banking to update it, then return to the app in 3 days to finish registering.
- Choose a passcodeto log into the app. If your device has facial or fingerprint recognition, you can choose to log in with that later.
- If you need any help once in the app then just tap the 'Help' button on the bottom bar if you have any questions.
