Technical

Can I use a plug-in or customer keyboard with the mobile app?

No, the app only works with the default keyboard on your smartphone. Custom keyboards such as Swiftkey 3 aren't compatible.

Do I need to update my Apple device / iOS software?

Keeping your software up to date is one of the most important things you can do to maintain your Apple product's security. We highly recommend always keeping iOS and all apps up to date and activating both automatic update features on your Apple device.

A. To turn on the automatic software update feature on their device by following this process (automatic software updates)

Go to: Settings>General>Software Update
Then click on: Automatic Updates and
Turn on both Download iOS Updates and Install iOS updates

B. To turn on automate app update feature by following this process (automatic App updates):

Go to Settings.
Tap App Store.
Turn on App updates.

How do I add a card to my digital wallet / Apple pay?

Adding your card to your wallet app on iPhone

(1) To add your card to Apple Pay. Open the Wallet app and tap the plus sign in the upper right corner.

(2) Use your iPhone camera to capture your card's information. Alternatively, you can enter the card details manually. Next, you may need to enter the card's security code (CVV).

(3) Tap 'next', and read and agree to the Terms & Conditions.

(4) For security purposes we may ask you to call us; or we may send you a verification code via SMS.

To check the registered mobile number we have is up to date, simply:

Go to the 'More' section of the app or the drop down section via desktop
Click on the 'Personal Details' button

(5) You can load multiple cards and set a default card for payment. To select the card you want your iPhone to pay with open the Wallet app, then tap and hold the card. Drag it to the front and release. You will receive a notification confirming your new default payment card setting.

Adding your card to your Apple watch

(1) Firstly, you will need to ensure you have paired your compatible iPhone device with your Apple Watch. Compatible iPhone models for Apple Watch include iPhone 5 and above.

(2) Open the Apple Watch app on your iPhone.

(3) Tap 'Wallet & Apple Pay' and select 'Add Credit or Debit Card' and tap next.

(4) Use your iPhone's camera to scan the card. Alternatively, you can manually enter the card details. You won’t need to enter your card’s security (CVV) code.

(5) Tap 'next' to read and agree to the Terms & Conditions.

(6) For security purposes we may ask you to call us; or we may send you a verification code via SMS.

Adding your card to your Android device

(1) Firstly ensure you have downloaded the Google Pay app free from the Google Play™ store (it might already be pre-downloaded on your device).

(2) To add your card, open the Google Pay app and tap the '+' sign to add a card.

(3) Use your phone camera to scan the card. Alternatively you can manually enter your card details.

(4) Enter your card's expiry date, you may also need to enter your CVV security code. Then enter your billing address and phone number. Tap 'save' to agree to Google's terms and conditions.

(5) For security purposes we may ask you to call us; or we may send you a verification code via SMS.

How do I update the Coutts app on an Android device?

Automatic updates:

To update all Android apps automatically: (1) Open the Google Play Store app. (2) At the top right, tap the profile icon. (3) Tap Settings > Network preferences > Auto-update apps.
To update only Coutts Android app automatically: (1) Open the Google Play Store app. (2) At the top right, tap the profile icon. (3) Tap Manage apps and device. (4) Tap Manage, then find the app that you want to update automatically. (5) To open the app's 'Details' page, tap the app. (6) On the app's 'Details' page tap More. (7) Turn on Enable auto-update
(see latest Google Play instructions from: How to update the Play Store and apps on Android)

Manual updates:

1) Open the Google Play Store app. (2) At the top right, tap the profile icon. (3) Tap Manage apps and device. Apps with an update are labelled 'Update available'. (4) Tap Update. (see latest Google Play instructions from: How to update the Play Store and apps on Android)

Forced updates:

When we release critical changes to the Coutts App we will prompt any clients that they need to update the App (if the App hasn't automatically updated in the background).

How do I update the Coutts app on an Apple device?

Apple upgrade their operating system (iOS) regularly. Keeping your software up to date is one of the most important things you can do to maintain your Apple product's security. We highly recommend that you keep iOS and all apps on your device up to date at all times. To make this as easy as possible, we recommend that you activate the automatic update features on your Apple device (both automatic software updates and automatic App updates).

To maintain access to your Coutts account(s) you need to make sure you always have the latest version of the Coutts app. If you have turned off automatic App updates, refer to Apple's How to update apps manually on your Apple device guide.

You can learn more about Apple security updates here.

What devices can I use to access the mobile app?

You can access the mobile app from most modern smartphones and tablets by downloading it from the App Store ot Google Play.

We recommend keeping your operating system up-to-date to give you the best experience.