Online and Mobile Banking Guarantee

Online and Mobile Banking Guarantee

When you use our Online Banking or Mobile Banking services, you're automatically protected by our Online and Mobile Banking Guarantee. This means that, if any money is taken from your account by a fraudster via these services we'll put your account back as if it hadn’t happened – including paying back the money, refunding any charges and interest you have paid, and paying any interest you’ve missed out on.

Our promise to you

In the unlikely event that a fraudster takes money from your account using our Online or Mobile Banking services, we’ll put your account back as if it hadn’t happened – that means we’ll pay back the money, refund any charges and interest you have paid, and pay any interest you’ve missed out on.

When we won’t refund you

If we have reasonable grounds to think you’re not entitled to a refund, we may look into your claim first.

We won’t give you a refund if we reasonably think you have acted fraudulently, and we may involve the police in these cases.

If you have either deliberately, or with gross negligence

  • failed to keep your card, PIN, password, PINsentry or mobile PINsentry generated codes, device or equivalent secure, or
  • failed to tell us as soon as possible that you have lost your card or mobile (especially if you think someone else might be able to find or use it)

we won’t refund any payment made before you told us your card or security details have been lost or compromised.

Protecting your account

We give you tools, which are personal to you, so you can log into your online or mobile banking and carry out transactions. These include your Online Banking passcodes and memorable word, PINsentry generated codes, and your 5–digit passcodes for Barclays Mobile Banking or Barclays Pingit. It’s important you keep these safe:

  • Make sure that other people can’t read your security information (for example, by not using a shared email or mobile)
  • Memorise your PIN, password or passcodes and destroy any letter that includes a PIN
  • Choose a PIN, password or passcode that’s difficult to guess (for example, you shouldn’t use something like ‘1234’ or your date of birth)
  • Never give your PIN, full password, or passcode to anyone, or write them down in a way they might be recognised
  • Never share PINsentry generated codes with anyone who contacts you
  • Don’t give someone access to a device where your details are stored
  • Contact us as soon as possible if you think someone else has used, or may be able to use, your card, PIN or password
  • Take reasonable care when using Online Banking and Mobile Banking (log out at the end of each session and don’t leave your computer or mobile unattended while you’re logged in)
  • Carry out regular internet security checks and software updates
  • Comply with security requirements for your device and any other requirements we tell you about

Other ways we protect you when you're using online and mobile banking

  • One secure log-in protects your accounts on Barclays Mobile Banking and Barclays Pingit
  • We'll automatically log you out when you navigate away from the apps, or if you haven’t used the apps for 3 minutes or online banking for 10 minutes
  • If you’re an Online Banking user, your PINsentry device or the Mobile PINsentry tool in Barclays Mobile Banking app provides an extra level of protection for your more security-sensitive transactions, keeping your money safe from fraudsters
  • Your security is our priority but you can take some steps yourself to make using our service even more secure
Important information
1. Lines are open 24 hours a day, 7 days a week. To maintain a quality service, we may monitor or record phone calls. Call charges