Logging in to the app
Your Zempler Bank app - how to log in and trust your device
Your Zempler Bank app is a handy tool for making payments and tracking your spending, and it's the most secure way to access your account online.
Download the app
To access your account on the go, you need to download from the iOS App Store or Google Play.
Tip #1: Make sure your contact details are up to date (so that you can receive a text message from us).
Tip #2: Make sure you can access your emails from the mobile/tablet you’ve installed the Zempler Bank app on (as we’ll send you a verification email as part of the setup process).
Create your online login
Set up a username, password, and memorable questions.
You can do this via the app or application status tracker using the application reference number we emailed to you when you applied.
Verify your device (mobile/tablet)
- Once you’ve logged in, we’ll send you a verification email to the email address connected to your Zempler account.
- Go to your email inbox (Gmail, Apple Mail etc) and open the latest email from Zempler Bank. Read the email and tap the ‘Trust this device’ button on the email. This will set your mobile/tablet as a trusted device.
- When you tap the email button, you’ll be taken back to the Zempler Bank app. If you aren’t taken back to the app, go back to the Zempler Bank app and tap ‘I have opened the email link’.
- Enter your one-time password (SMS). We'll send you a text message with an SMS one-time password to the phone number registered on your Zempler account.
Open your text message from us to get your code.
Then go back to the Zempler Bank app and enter your SMS one-time password (from the text message), which should be four digits long.
Do not enter your regular account password here as it won't work. - Log back in to the app once more. Success - your mobile phone or tablet is now linked to your Zempler account as a trusted device and you’ll be able to log in.
Next time you use the Zempler Bank app, you'll also be able to log in quickly using biometrics if your phone is biometrics-enabled.
Once logged in to the app, you’ll also be able to generate the verification code for accessing Online Banking on your desktop.
FAQs
If you see an error message, it could be due to the following:
- Your username may be incorrect. Forgotten your username? Click here for help.
- Your username may have expired. If it’s been a while since you created your login details and you haven't logged in, your username may expire.
To reactivate your username, please try to log in and follow the steps or you may need to call our Customer Service team.
- Your password has been entered incorrectly. Your password is case sensitive so make sure you’ve capitalised the same letters that you did when you originally set your password.
Forgotten your password? Click here for help.
- Your account is locked. If it says your account is locked, you won’t be able to log in. Please call our Customer Service team for help.
If you haven’t received an email on your phone/tablet, make sure you’ve done the following:
- Check your junk folder as the email may have been sent there.
- Make sure your mobile phone/tablet is set up so it can receive emails to the same email address that is connected to your Zempler account.
- Make sure you can log in to this email address on your mobile phone/tablet.
- Check your social and promotions folder (Gmail only).
- If you haven’t received an email from anyone recently, make sure you’re signed in to your email account (the email address connected to your Zempler account). You may need to re-enter your email address password.
- If you can’t see the email, double check you’re looking at the right email address (the email address connected to your Zempler account). Emails arrive on average in less than 10 seconds.
If you’re having trouble receiving your SMS one-time password, please check the following:
- Make sure your mobile phone number is registered to your Zempler account. If it’s not, you’ll need to call Customers Service on 0330 024 0924.
- If your mobile number is correct and the SMS password has not arrived, please request another by tapping ‘Resend code’ in your Zempler Bank app screen.
Yes, you can use the same device to manage multiple accounts. You’ll need to connect the device to each account individually by signing into the account via the app and setting it as trusted.
If you can’t use the app, you’ll need to purchase a physical Code Key which will generate the verification code you need to log into Online Banking.
If you’re the primary cardholder for more than one Zempler account, you’ll need to purchase a Code Key for each account.
- The easiest way to check you have the latest version is by visiting the Zempler Bank app page in the App Store or Google Play, and checking if it says to 'open' or 'update' the app. It will also have the latest version number.
If you can’t access or use the Zempler Bank app, it could be that your device is using an older operating system that’s not compatible with the latest version of our app. You can either:
- Update the operating system on your device. Go to the ‘Settings’ screen, look for the software update function and follow the instructions. Once your device has updated, launch our app as usual and it should work automatically. If you don't want to update the operating system or can’t because it isn’t compatible with your device, you’ll need to use a different device to access the app.
- Request a Code Key that you can use instead of the app to generate the verification code you need to log in to Online Banking. If you’d like us to send you a Code Key just call our Customer Service team. Once ordered we’ll get your Code Key to you within ten working days and then all you need to do is activate it.