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It is possible to change the smartcard PIN
Your new PIN is now your current PIN and should be used when requested
It is possible to use CouttsID across multiple devices registered with the Coutts Mobile app.
It is possible to use more that one Coutts login on a single device. You are now able to access all your Coutts logins in one place.
Please note, you will need to confirm your mobile app PIN in order to proceed. You should only add another Coutts Login if you are the owner of the logins. Coutts do not advise that you share your security information with any other person.
Yes, temporary passwords are only valid for a short period.
Yes. Contact the Coutts Digital Helpdesk on +44 (0)20 7770 0000 to request one.
If you have not received your Temporary Password email, then you should first check your Spam/Junk email folder. If a Temporary Password email is still not received, please contact the Coutts Digital Helpdesk +44 (0)20 7770 0000 who will be able to resend the email.
If you are a private client and your online access is blocked you will need to call the Coutts Digital Helpdesk +44 (0)20 7770 0000 who can unblock the access for you and investigate why it occurred.
If you are a Commercial user you should refer to your administrator who can unblock you.
Temporary passwords are only valid for a short period of time. If you have attempted to enter the password after the password has expired, then you will need to contact the Coutts Digital Helpdesk +44 (0)20 7770 0000 who will be able to re-issue you with a new temporary password.
After the forth incorrect attempt your card will be locked and you won't be able to use it.
If you are a commercial user, ask your administrator to order you a new smartcard. Your replacement card and PIN will arrive within 72 hours of ordering.
If you are a private client, please speak to the Coutts Digital Helpdesk +44 (0)20 7770 0000
For security, please make sure that you delete the app from your old device. The service will carry on as before, but you'll need to download the app again on your new device from the relevant app store.
If you have already transferred your app to your new device, please delete the app and reinstall, and follow the on screen steps to register your new device.
If you are a private client and your card reader is lost, stolen or damaged, please call the Coutts Digital Helpdesk on +44 (0)20 7770 0000. The team will arrange for a replacement card reader to be sent to you.
If you are a commercial client and your card reader is lost, stolen or damaged, either contact your administrator who can order a replacement online or call the Coutts Digital Helpdesk on +44 (0)20 7770 0000.
You will be able to generate a One Time Password when your CouttsID enrolled device does not have any mobile data signal or Wi-Fi connection. The code can be generated from the login screen of the mobile app and will be valid for a short period of time for you to login, authenticate a payment or contact detail change.
If you can’t recall your username, call the Coutts Digital Helpdesk on +44 (0)20 7770 0000. The team will be able to help you regain access to the service. If you are a commercial client, please refer to your administrator.
