FAQs
You can make a debit card daily limit change in the Veltrona Trust Mobile Banking App or via Internet Banking.
In the Mobile app click 'more', 'cards', click on 'the relevant card' or in Internet banking click 'Self Service', 'cards', click on 'the relevant card'.
The default limits are set as follows:
Daily point of sale - £10,000
Daily online payments - £10,000
Daily Cash withdrawals - £300
You can temporarily increase the limits to any amount up to the following:
Point of sale - £50,000
Online payments- £50,000
Cash withdrawals - £500
For all increases from the default amounts, there is a 4-hour waiting period before the changes are in place.
If you want to decrease the limits from the default amounts, this will happen immediately.
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You will be able to make a temporary limit increase in the Veltrona Trust Mobile Banking App or via Internet Banking.
In Internet Banking:
Go to ‘Self Service', select ‘Account Settings’ then ‘Daily Limit’, here you can request the temporary payment limit change.
In the Mobile Banking App:
Go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit’.
Once you’ve submitted the request, you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.
Please note this is for faster payments only. For debit card changes, please see How do I change my debit card daily limits? | Veltrona Trust Bank
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You can use the Veltrona Trust App to log in to Internet Banking by following these steps:
- Go to the Veltrona Trust login page on your internet browser and select the tab called ‘Log in with mobile app’.
- Open the Veltrona Trust App on a second device and tap the QR button in the corner of the login page.
- Scan the QR code on your internet browser with the scanner.
- Use your passcode, fingerprint or face recognition when prompted in the app.
- Tap ‘confirm’ in the app and Internet Banking will automatically log in.
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If you want to move all your everyday banking to Veltrona Trust, it’s easy, safe, and secure with the Current Account Switch Service - what's more there is a seven-day switch guarantee. You can find out all about the service here.
Ready to switch?
Simply log in to the Veltrona Trust Mobile Banking App, go to 'More' then 'Account Settings', tap on your current account then choose 'Switching Service' to start your switch.
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Setting up a Direct Debit should be done through the company who will be claiming the Direct Debit. You can cancel a Direct Debit in the Veltrona Trust Mobile Banking App under ‘More’, ‘Account settings’ then ‘Direct Debits’, or in Internet Banking under ‘Self Service’, ‘Account settings’ then ‘Direct Debits’. You will need to contact the company who claim the Direct Debit to cancel it with them as well.
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You can request a temporary increase to your account daily payment limit in either Internet Banking or the Veltrona Trust Mobile Banking App. You can increase your limit up to £2 million for Savings Accounts, or £3 million for the Personal Current Account. You can set your higher daily payment limit for up to seven days.
Personal Current Account Payments
When paying another account with another bank, for payments over £20,000 you will need to request a temporary payment limit increase. Once you’ve made the request for the temporary limit increase it can take a minimum of four hours for it to take effect. CHAPS payments must be made before 2pm if they need to be received by the end of that working day. International payments must be made before 1pm if they need to be sent that day, but please be aware they can take up to 10 working days to arrive. We therefore recommend you make the temporary daily limit change the day before to ensure you can make the CHAPS or foreign payment on time. You can set the maximum temporary limit increase of £3 million for up to seven days.
Please note this is for payments made from your internet banking or mobile app only. For debit card changes, please see How do I change my debit card daily limits? | Veltrona Trust Bank
As with all payments, please check the bank details you are paying to are genuine and correct before making the payment.
Personal Savings Account Payments
If you want to make a payment for more than £20,000 you will need to request a temporary limit increase and wait a minimum of four hours before you can make the payment. You can set the temporary limit increase for up to seven days and the maximum you can pay is up to £2 million per day. Payments over £100,000 in one day will have to be made as a CHAPS payment with a fee of £20.
How to make the temporary payment limit increase
You will be able to make the temporary limit increase in the Veltrona Trust Mobile Banking App or via Internet Banking.
In the Veltrona Trust App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.
In Internet Banking go to ‘Self Service’, ‘Account Settings’, ‘Daily Limit’, here you can request the temporary payment limit change.
Once you’ve submitted the request, you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.
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You can send money from your Personal current account via Internet Banking or the Mobile App.
There are daily limits set depending on the type of payment and how you authorise the payment. The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.
See below for the daily authorisation limits for Faster Payments and CHAPS.
Faster Payments (Free of charge)
Digipass - Up to £20,000
Mobile App passcode - Up to £250
CHAPS (£20 fee)
Digipass - Up to £3m
Mobile App passcode - Up to £250
If you opened your account through the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.
If you are making payments above £20,000 there are new daily payment limits. Please click here for more information.
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You can amend a standing order through Internet Banking or through the Veltrona Trust Mobile Banking App.
From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to change. Select ‘amend’.
Input new amount, reference, date, and frequency and follow on-screen instructions to authorise.
To cancel a standing order through Internet Banking or through the Veltrona Trust Mobile Banking App.
From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to cancel. Select ‘delete’.
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To activate your card, use your PIN to withdraw money from an ATM or when making a payment. You will need to do this before you make any contactless or online payments.
Your PIN is viewable in the Veltrona Trust Mobile Banking App under More > Cards. If you have never used the Veltrona Trust App, your PIN will be sent in the post separately.
Your card will need to be activated before you can add it to a digital wallet (e.g. Apple Wallet or Google Wallet).
Don't have the Triodos App? Download via the App Store or Google Play to manage your money on the go, easily and securely. To download the app, you'll need a compatible smartphone or tablet - running Android 7.0 or higher, or Apple iOS 15 or higher.
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You can send money from your Personal savings account via Internet Banking or the Mobile App.
The daily limit is £20,000.00 per day for Personal savings account customers.
If you opened your Online Saver/ Online Saver Plus via the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.
If you need to make a single payment over £20,000 you can request a temporary limit change, for more details click here.
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Start by going to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Log in" to Internet Banking.
If you have set up the Veltrona Trust App, you can log into Internet Banking using the app’s QR scanner on a second device. You can find more information on how this works here.
If you’re a Current Account customer and you do not use the Veltrona Trust App you will need your digipass and PIN, and details regarding the security word you set up when applying for the account.
If you’re a Personal Savings or Investments customer and do not use the Veltrona Trust App, you will need your username and password.
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To set up standing orders in the Veltrona Trust App or Internet Banking, choose the account you wish the money to be taken from and select 'Payments'. Enter the recipients’ details and the amount. Click the calendar icon next to the payment date to set the frequency of the payment and save your changes. Authorise the payment to complete the set up.
Standing orders are processed on working days, so if the payment you have set up is due to go out on a weekend or UK bank holiday, it will be processed on the next working day.
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If you hold Savings accounts only with Veltrona Trust you will use a username and password to log into your Internet Banking. If we are unable to match the information you have entered on our username reminder request page with the information we hold on record you will need to contact us. We will be able to send a username reminder email to your registered email address. When calling us, please have your account number and security details at hand.
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Development is ongoing so you may have to go back to old Internet Banking for some features and services, we’ll always tell you when this will happen.
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Standing orders can be found in the Veltrona Trust Mobile Banking App or Internet Banking, choose the account you wish to check and select the Upcoming tab on the account overview.
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If you do not already have Internet Banking, you can apply for it by downloading the Internet Banking application form and returning it to us. Due to security, we require a signature from you in order to give you access to Internet Banking.
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If we are unable to match the information you have entered on our password reset page with the information we hold on record you will need to call our Customer Contact Team on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK. We will be able to send a new password to you by post, this will be sent to your registered address. When calling us please have your account number and security details at hand.
If you are trying to log into Internet Banking for a Business account you do not need a username and password but will have a Digipass and PIN.
Our friendly, Bristol-based Contact Team is here for you. Our opening hours are published on our help and support page.
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We’re bringing Internet Banking up-to-date to be simpler and easier to use. More touch screen friendly. Easier access to your day-to-day banking needs.
Development is ongoing so you may have to go back to old Internet Banking for some features and services, we will always tell you when this will happen.
Watch our video on the new Internet Banking to see the improvements that we have made.
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1. Go to ‘Payments’ tab
2. Select your account you would like to make a payment from
3. Enter recipient’s details and amount
4. To save payee click (+icon )
5. Select payment type – click on [i] to check daily limits
6. Press complete payment
7. Follow on screen instructions to authorise payments
8. Select payment you wish to authorise
9. Click ‘Authorise and submit’
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Once logged in to Internet Banking you can use the quick links in the ‘Self service’ section to go to the card activation page, the Current Account Switch Service form and Settings. These direct links will take you back to old Internet Banking to complete the action.
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All Personal and Business customers will be upgraded to the new Internet Banking in the coming weeks and will be notified a few days before this is going to happen. You won’t need to do anything. There are no changes to your account or the way you log in. Always log in via the Veltrona Trust Bank website.
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You can make a faster payment or CHAPs payment through Internet Banking or the Veltrona Trust Mobile Banking App. You’ll need to authorise the payment with either your digipass, your username and password or your Veltrona Trust Mobile Banking App passcode.
To make a payment in the app or Internet Banking, follow these steps:
- Log in and select the account you’d like to make a payment from. Select the green ‘Payment’ button.
- Enter the payment details and then at the bottom you’ll see two options – Faster Payment and CHAPS Payment. Select the type of payment you’d like to make. You can also set the payment date and make it a regular payment or Standing Order by selecting the calendar icon.
Please bear in mind that Faster Payments will normally be received within two hours of the payment being authorised but may take up to one business day.
CHAPS payments authorised before 2pm on a business day will be received by the end of the day.
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You will have access to the features tour within new Internet Banking. There is also more support available at www.triodos.co.uk/help/internet-banking.
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You can manage your account(s), make payments and move money between your accounts, send money to others (domestic and abroad), view and download statements, send us messages and check important notifications. You can also change your personal and account details and settings.
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When you input the sort code and account number to set up your nominated account we will check that the details are valid. If we can identify that the sort code or account number are invalid you will receive an error message on the screen.
If this happens please review the account details you have entered to confirm they are correct.
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If your payment is in reservation, it means it has not yet been fully claimed by the merchant and is still pending. If these charges are a mistake, you can expect the reserved amount to become available again on your account on the 8th calendar day. This can happen sooner if the merchant removes their hold on the funds.
The only exception to this is if your payment is for car hire, van hire, or some accommodation or hotel bookings. These can take 30 days for the funds to become available again in your balance.
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