Mobile Banking app: frequently asked questions
Business banking. Personal banking. One app.
Now you can manage your business finances AND your personal banking on the Cynergy Mobile Banking app.
Fast and secure, our app enables you to view and manage your Cynergy Bank accounts in one place—switching easily between personal and business accounts—on your phone or tablet. Browse our Frequently Asked Questions below for more information. Jump to:
Top questions
Will the app work with my phone?
The app is compatible with smartphones and tablets running iOS and Android. For both iOS and Android, the app will support the latest version of a customer's operating system, as well as the two preceding versions. To find out the software version of your device, visit these links:
For iOS devices click here .
For Android devices click here .
What’s the difference between the Authenticator App and the Mobile Banking app?
The Cynergy Bank Mobile Banking app is different and separate to our .
The Authenticator App is used to verify your identity when you log into our Online Banking website. It’s also used to verify transactions.
You don’t need the Authenticator App to use the Mobile Banking app.
Business Banking
The following business account types can be managed via the app—including viewing balances, scheduling payments and transferring money between accounts:
If you hold a commercial loan or mortgage with us, you can also view details of your product, including current balance and repayments made, via the app.
To make or manage transactions on your loan accounts, please log into or contact your Cynergy Bank relationship manager.
Good news! You can view and manage your personal and business bank accounts in the same app.
Tap on the Accounts icon to see all your accounts that are manageable via the app. Here’s the list of account types that the app services:
Personal accounts
(fixed and variable)
Business accounts
Commercial loans (view only)
Business mortgages (view only)
If your account type isn’t in this list, it won’t be visible in the app.
If there is more than one authorised signatory on your business bank account, any payments you set up in the app may need to be approved by another authorised signatory before being released for processing.
To review who has permission to review and approve payments on your business bank account, speak to your Relationship Manager or contact our Customer Service team.
‘Partially approved’ means that one or more of your authorised signatories has approved the payment, but other signatories still need to review and approve it.
Another authorised signatory on your business bank account will be able to approve and progress a pending payment. Speak to them to approve the payment via their own version of the app or by logging into .
To review who has permission to review and approve payments on your business bank account, speak to your Relationship Manager or .
Downloading and setting up
Our app development team monitor customer feedback and app performance closely. User experience improvements and bug fixes are addressed through a continual programme of minor updates.
Major version updates—rolling out new functionality or adding new account types for example—are scheduled quarterly and we will let you know about these via email or SMS. Check your notification settings to make sure you receive these.
To see what the latest version of the app is, go to the (for iOS devices) or (for Android devices). Compare this with the version running on your device by tapping on Settings and then App Info.
The Cynergy Bank Mobile Banking app is free to download from the (for iOS devices) and (for Android devices).
The Mobile Banking app is available for smartphones and tablets running either the iOS (version 15 or later) or Android (version 12 or later) operating systems. To find out which version of software your device is running, use these links:
Yes. The Mobile Banking app only works for Cynergy Bank accounts. The first time that you use the app after downloading it, you’ll be guided through a registration process to securely connect to your account information. You will need your Online Banking user ID and Passcode to complete the registration. You will also be asked to answer a security question.
If you have lost or forgotten your user ID or Passcode,
The first time that you use the app after downloading it, you’ll be guided through a registration process to securely connect to your account information. You will need your Online Banking user ID and Passcode to complete the registration. You will also be asked to answer a security question. If you have lost or forgotten your user ID or Passcode,
The Cynergy Bank Mobile Banking app is different and separate to our .
The Authenticator App is used to verify your identity when you log into our Online Banking website. It’s also used to verify transactions. You don’t need the Authenticator App to use the Mobile Banking app.
To recover your User ID, go to Online Banking and click on ‘Forgot User ID’ on the login page.
To reset your passcode, go to Online Banking and enter your User ID. On the next screen, click on ‘Forgot Passcode’.
The Cynergy Bank Mobile Banking app is free to download and use.
Your account fees still apply, but there are no additional fees when you use the app to manage your finances—including making payments or transferring money between accounts.
Managing your bank accounts
Tap on the Accounts icon to see all your accounts that are manageable via the app. Tap on an account to see its details.
If you have both personal and business accounts, when you switch between them, you’ll notice that the colour scheme changes. This is to help you recognise when you’re working with a business account or a personal account.
If you hold one or more of the following Cynergy Bank accounts, you can use the mobile banking app to manage your banking.
Personal accounts
(fixed and variable)
Business accounts
Commercial loans (view only)
Business mortgages (view only)
If your account is listed above, but is not showing on the app,
Not yet. Future releases of the Mobile Banking app will include card management functionality.
Not yet. Future releases of the Mobile Banking app will include card management functionality.
If you hold one or more of the following Cynergy Bank accounts, you can use the mobile banking app to manage your banking. If your account type isn’t in this list, it won’t be visible in the app.
Personal accounts
Online Easy Access Account
Online Notice Saver
Online ISA
Personal Current Account
Fixed Rate Bond
Cash ISA (fixed and variable)
Business accounts
Business Current Account
Cynergy Business Current Account
Business Saver
Commercial loans (view only)
Business mortgages (view only)
If your account is listed above, but is not showing on the app,
For data security reasons, you cannot change your personal details via the app. Please contact to discuss any changes you wish to make. You will be asked to confirm your identity by answering a series of security questions.
Messages and notifications
Log into the Mobile Banking app, tap on 'Settings' and then 'Notifications'.
On the 'Notifications' screen you can switch all notifications on or off by using the ‘Enable push notifications’ slider.
To manage notifications for each of your accounts, tap on the account name and use the sliders to choose which types of alerts you wish to receive.
Secure Messages are private messages between you and Cynergy Bank.
You can use the Mobile Banking app to read any Secure Messages from Cynergy Bank. However, to send a Secure Message, you need to log into the Online Banking website.
Yes. You can set up and manage the following notifications via the Mobile Banking app:
Transaction alerts – so you can see activity on your account as it happens.
Balance updates – alerts when your balance changes, reaches a low or high amount, or you go into overdraft.
Scheduled payment alerts
First, check that you’ve enabled notifications in your app.
Log into the Mobile Banking app, tap on 'Settings' and then 'Notifications'.
On the 'Notifications' screen you can switch all notifications on or off by using the ‘Enable push notifications’ slider.
To manage notifications for each of your accounts, tap on the account name and use the sliders to choose which types of alerts you wish to receive.
Second, check the settings on your device.
For iOS devices, tap on 'Settings and then Notifications'. Tap on Cynergy Bank in the list of apps and make sure that 'Allow Notifications' is on.
For Android devices, tap on 'Settings' and then 'App Notifications'. Scroll to Cynergy Bank in the list of apps and tap on it. On the next screen make sure that ‘Enable push notifications’ is switched on.
In the app, tap on 'Settings' and then 'Marketing Preferences' to specify how you prefer to receive the latest news and updates about Cynergy Bank’s products and services.
You may also switch off all marketing messages. If you do this, you will continue to receive non-marketing messages—including legally-required information about managing your account and financial information.
Payments and payees
Payment references can only contain letters, numbers and the following symbols:
, . ‘ \ / + ( ) –
Using other keyboard characters or symbols will prevent you from completing your transaction.
Payment processing times will vary depending on the type of transaction. Most payments will be processed within minutes, but some may take a day or two.
Payments made on business banking accounts may also be subject to additional review and approval by authorised signatories on the account, which could add to the time it takes to complete a transaction.
Pending transactions are transactions that have been authorised but are still being processed. They will show as pending until they are completed or cleared.
Pending transactions showing on your personal bank account(s) cannot be cancelled.
Yes. The Mobile Banking app enables you to set up and manage payees, pay bills, transfer money between different accounts (both Cynergy Bank accounts and accounts held with other banks) and send money to friends and family.
You can add a new payee by tapping ‘Pay & Transfer’ on your account page, and then tapping ‘Pay someone new’ on the following page.
Yes. The app enables you to set up one-off payments, Standing Orders and Direct Debits. To do this, go to the payments page and tap ‘Schedule’.
To make an international payment tap ‘Pay’. On the Payments page, you can compare the exchange rates. Tap on your preferred currencies and tap ‘Make International Payment’ to complete your transaction.
Payees set up in the Mobile Banking app will not be automatically appear in Online Banking.
To make a payment to the same payee via Online Banking, you would need to enter their details again in the Online Banking system.
To check the status of a payment, or any transaction, log into the Mobile Banking app and tap on the name of the account you want to search. A log of recent transactions is shown on the next screen.
If have any questions or concerns about activity on your account that you don’t recognise, or a missing transaction, please
No. To make any changes to your payment limits, please
Any payees that you’ve already set up in Online Banking are not transferred to the app. However, this functionality is going to be available in a subsequent update. In the meantime, you need to enter the details of these payees into the app before setting up any payments to them.
Direct Debits and Standing Orders
You can view scheduled Direct Debit payments via the app. You can also cancel existing Direct Debits from your Cynergy Bank accounts. To set up a new Direct Debit or manage other aspects of existing Direct Debits, please log into .
You can view scheduled Standing Order payments via the app, edit payment amounts and dates and cancel Standing Orders from your account. To set up a new Standing Order or manage other aspects, please log into .
Security and privacy
The security of our customers’ personal and financial information is a top priority for Cynergy Bank. Our Mobile Banking app therefore features industry-standard security measures, including encryption and authentication to protect your financial information.
Depending on your device, you may have the option to switch on additional security features like fingerprint or face-recognition authentication.
For more information about how we protect your privacy, please read our . For advice on steps you can take to stay secure when banking online, visit our webpages.
More help
Our Customer Service team can help if you’re having trouble using the app. and service hours.
To check the status of a payment, or any transaction, log into the Mobile Banking app and tap on the name of the account you want to search. A log of recent transactions is shown on the next screen.
If have any questions or concerns about activity on your account that you don’t recognise, or a missing transaction, please