You can 'Chat with us' via...
Mobile banking app
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.