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App and Online Banking troubleshooting

Sometimes technical difficulties can happen, and when they do we want to be here to help you out. If you're having trouble logging into Online Banking or the Metro Bank App, try our problem-solving tips.

Logging in to the Metro Bank App

You can download the Metro Bank App from the Apple App Store or from Google Play.

Find out more about the Metro Bank App.

You might find that when you open the App, you see 4 rotating M logos. This means it’s not starting up correctly, and you probably need to close the App down and restart it.

Restarting the Metro Bank App

iPhone X and later:

  1. On the home screen, swipe up from the bottom and pause in the middle of the screen
  2. Swipe up on the Metro Bank App's preview screen – this will close it
  3. Re-open the Metro Bank App.

iPhone SE, iPhone 8 and earlier, and iPod touch:

  1. Double-click the ‘Home’ button to show your most recently used apps
  2. Swipe up on the Metro Bank App's preview screen – this will close it
  3. Re-open the Metro Bank App.

Android:

  1. Open Settings
  2. Tap ‘Apps’
  3. Tap the Metro Bank App
  4. Tap ‘Force Stop’
  5. Tap 'OK' to confirm
  6. Re-open the Metro Bank App.

App devices limit warning

You can have the Metro Bank App on up to three devices. If you see a message saying that you have too many devices registered, please call us on 0345 0808 500 and ask for 'Mobile App device de-registration'.

Online Banking

Logging in to Online Banking

To log in to online banking you will need your:

  1. 12-digit customer number
  2. Security number
  3. Password
  4. mobile phone, as we may need to send you a one-time passcode.

Logging in for the first time?

Before you log in for the first time, you must register for Online Banking. To do this, you will need your 12-digit customer number, your Magic Word and the mobile phone with the number that you have registered with us.

Forgotten your login details?

Don't worry, just read our guide to finding your login details.

Having trouble logging in to Online Banking?

If you are having issues logging in to Online Banking, please follow these troubleshooting steps:

  1. Check you are using the correct 12-digit customer number
  2. Are you logging in to the right Online Banking platform for your account type?:
  3. Have you cleared your cookies or tried logging in through a different browser? (e.g. Microsoft Edge, Firefox or Chrome). Check browser compatibility for Online Banking
  4. Are you trying to access the website through a saved tab on your 'Favourites'? If so, please try typing the website address into your browser instead, or even search for the website through Google.

If you are still having problems logging in, please call us on 0345 08 08 500.

Clearing your cookies and cache

Clearing your cookies

If Online Banking is not running smoothly, it’s a good idea to clear your cookies. Here’s how to do this in different browsers:

Clearing cookies in Firefox Hide clearing cookies in Firefox
  • Click the Menu button and choose Options
  • Select the Privacy & Security panel and go to the Cookies and Site Data 
  • Click the Clear Data button. The Clear Data dialog will appear   
  • Cookies and Site Data (to remove login status and site preferences) and Cached Web Content (to remove stored images, scripts and other cached content) should both be check marked
  • Click Clear
Clearing cookies in Internet Explorer (IE) Hide clearing cookies in Internet Explorer (IE)
  • Open Internet Explorer and choose Settings (cog icon - top right) 
  • Select Internet Options. The Internet Options dialog box opens, which you can use to control how Internet Explorer functions.
  • Click the General tab and then click the Delete button in the Browsing History section. ...
  • Check the box titled 'Cookies and website data'  
  • Click Delete
Clearing cookies in Chrome Hide clearing cookies in Chrome
  • On your computer, open Chrome
  • At the top right, click the Menu 
  • Click More tools > Clear browsing data
  • At the top, choose a time range. To delete everything, select All time
  • Next to "Cookies and other site data" and "Cached images and files," check the boxes
  • Click Clear data
Clearing cookies in Safari Hide clearing cookies in Safari

Clearing cookies in Safari

  1. Select Preferences from the Safari menu or hold down the Command key and the comma key at the same time (Command+,)
  2. Go to the Privacy tab
  3. Select 'Manage Website Data'
  4. Select any of the listed websites, one at a time, which state 'Cookies' underneath
  5. Click Remove
  6. Click Done

Alternatively, you can click the Remove All button to delete all of the sites' cookies and stored data. Safari will ask you to confirm your choice.


Clear cache & cookies on Safari for iPhone, iPad, or iPod touch

Clear cache & cookies on Chrome for your Android phone or tablet

Clear cache & cookies on Chrome for your iPhone or iPad

Disabling Pop-up Blockers

Here’s how to disable pop-up blockers depending on your browser:

Chrome (Windows) Chrome (Windows)

By default, Chrome will notify you when a pop-up is blocks and give you an option to see it. To turn off pop-up blocker, follow these instructions:

  1. Click the Customize and control Google Chrome menu (the three dots in the upper right corner)
  2. Select Settings.
  3. Click Advanced at the bottom.
  4. Under Privacy and security, click the Content Settings button.
  5. Select Pop-ups and redirects.
  6. To disable the pop-up blocker uncheck the Blocked (recommended) box.
  7. To enable pop-ups on specific sites, check Blocked (recommended) and click Add next to Allow and enter the URL(s).
Firefox (Windows) Firefox (Windows)
  1. Select the three horizontal bars in the upper right corner.
  2. Select Options.
  3. Select the Privacy and Security tab.
  4. To disable the pop-up blocker, uncheck the Block pop-up windows box below Permissions.
  5. To allow specific pop-ups, click Exceptions and enter the URL(s).
  6. Close the window.
  7. Click OK.
Internet Explorer (Windows IE 8 and earlier) Internet Explorer (Windows IE 8 and earlier)
  1. Click Tools.
  2. Click Pop-up Blocker.
  3. Click Turn Off Pop-up Blocker.
Internet Explorer (Windows IE9 and later) Internet Explorer (Windows IE9 and later)
  1. Click the GEAR icon and select Internet Options.
  2. Select the Privacy tab.
  3. Uncheck Turn on Pop-up Blocker to disable the pop-up blocker.
  4. Click the Settings button to disable pop-up blockers for specific sites.
  5. Click OK.
Safari (Mac) Safari (Mac)
  1. From the Safari menu, select Preferences
  2. Click Websites at the top of the window
  3. Select Pop-up Windows.
  4. To disable the pop-up blocker select Allow next to When visiting other websites
  5. To allow specific pop-ups, navigate to the web page, follow steps 1-3 and then select Allow next to the name of the site. 
Chrome (Mac) Chrome (Mac)

By default, Chrome will notify you when a pop-up is blocks and give you an option to see it. To turn off the pop-up blocker, follow these instructions:

  1. Click the Customize and control Google Chrome menu (the three dots in the upper right corner)
  2. Select Settings.
  3. Click Advanced at the bottom.
  4. Under Privacy and security, click the Content Settings button.
  5. Select Pop-ups and redirects.
  6. To disable the pop-up blocker uncheck the Blocked (recommended) box.
  7. To enable pop-ups on specific sites, check Blocked (recommended) and click Add next to Allow and enter the URL(s).
Firefox (Mac) Firefox (Mac)
  1. Select Preferences from the Firefox menu.
  2. Select the Privacy and Security tab.
  3. To disable the pop-up blocker, uncheck the Block pop-up windows box below Permissions.
  4. To allow specific pop-ups, click Exceptions and enter the URL(s).
  5. Close the window.
  6. Click OK.
The best browsers to use

The best browsers to use

We recommend the following browsers for Online Banking:

  • Google Chrome (2 most recent versions)
  • Mozilla Firefox (latest and extended support release (ESR))
  • Microsoft Edge (2 most recent major versions)
  • Safari (2 most recent major versions)
  • iOS (2 most recent major versions)
  • Android (2 most recent major versions)

Keep your browser up-to-date. Outdated browsers could pose security threats – don’t take the risk.

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