Important information about the M&S Banking App

Find out what actions you need to take to ensure you keep access to our digital banking services

What are the changes?

To help keep you safe and secure when using our app, we’re making changes to the minimum operating system that our app supports. This means that in the coming months, our app will only work on:

  • Android devices running Android 9.0 and above
  • Apple devices running iOS 15 or iPadOS 15 and above

What do you need to do?

In order to keep using our mobile banking services, your device needs to be able to run iOS/iPadOS 15 and above or Android 9.0 and above. To check what operating system your device is currently running and how to update if needed, please complete the below actions.

Check and update the operating system on your device

Select whether you have an Android or Apple device below and follow the instructions on how to check the operating system and how to upgrade if your device is compatible. If you use our app on multiple devices, we recommend doing this on each of your devices.

How to update an Android device:

If you are using an Android device, go to Settings and look for ‘Software information’ or similar. Click into this to see the Android version currently installed which should be version 9.0 or above. If lower than version 9.0, please update your operating system.

How to update an Apple device:

1. Go to Settings > General > About - you should see a number next to the ‘iOS Version’ heading. If your version is below 15, you’ll need to update to the latest version. If it’s 15 or higher, you won’t experience any issues and your device is ready for the changes.

2. Go back to ‘General’ and select ‘Software Update’ - you can then download and install any available updates.

I’ve successfully updated the operating system on my device to Android 9.0 and above or iOS/iPadOS 15 and above.

I'm unable to update the operating system on my device to Android 9.0 and above or iOS/iPadOS 15 and above.

FAQs

What is a physical M&S PASS?

The physical M&S PASS is a device that looks like a mini-calculator and allows you to generate unique security codes, enabling you to sign in to Internet Banking and verify your transactions just like a digital M&S PASS. Using a physical M&S PASS lets us know that it's you that's accessing your accounts and nobody else.

How do I remove my device from the M&S Banking App?

Please sign in to the app on one of your existing devices, go to ‘Profile’ > ‘Manage devices’ and remove one of your devices.

I will be affected by the changes but I use the M&S Banking App to approve my online purchases, how will I do this going forward?

Once we make these changes, instead of using the app you will be able to confirm your online payments using a one-time-passcode (OTP) which we’ll send to your mobile phone. Visit our how to confirm online payments page for more information on how to confirm payments using SMS OTP. To use SMS OTP, please ensure we have your up-to date mobile phone number. Visit our update contact details page to find out how.

If you’re unable to confirm your payments using text message, you can order a card reader. Please contact us on 0345 600 5860 and we’ll be able to help, Lines are open 8am-8pm.

What will happen to my digital statements after the changes?

You’ll still be able to see all your past and future statements via Internet Banking. Just sign in to Internet Banking and select 'View statements' under 'Quick links'. If you currently have paperless statements, you may want to revert to paper versions whilst you get set up with your physical M&S PASS.

If you don’t request a physical M&S PASS to access your statements via Internet Banking, we will change it to a paper version to help you check your transactions when the update takes place. If you decide to order a physical PASS in future or update your mobile device, you can turn off your paper statement in the banking app or by using our 'Chat' service in Internet Banking whenever you like.

Can I still use M&S Digital Banking services on my mobile device?

If you aren't able to update your device or use a different device to access the app, you’ll still be able to use Internet Banking on your mobile phone or tablet's browser. All you have to do is open the internet browser on your device, open the M&S Internet Banking page and sign in. Now you'll be able to use all of the features of Internet Banking such as accessing your statements, 'Chat with us' and make payments to your credit card on the go.

I currently use the M&S Banking App to pay my credit card bill, how will I do that after the changes have been made?

You will still be able to make a payment using a debit card through Internet Banking. Visit our ways to pay page to find out how to pay your credit card.

Will I still be able to access digital banking if I am no longer able to use the M&S Banking App?

If you’ve opted to order a physical M&S PASS, you’ll no longer be able to use the M&S Banking App, but you’ll still be able to use our Internet Banking service. A physical M&S PASS can take up to 7 working days to arrive and you won’t be able to use Internet Banking until you’ve received it.

To find out what you can do in Internet Banking, visit our Internet Banking page.

Will I be able to use the M&S Banking App again in the future?

Yes, if you begin using a device which is compatible you will be able to download and set up the M&S Banking App. Once the app is set up, your physical M&S PASS will no longer work and you will instead use the app to generate the security codes needed to sign in to Internet Banking.

Apple, iPhone, iPad, iPad mini, iPad Air, iPod touch, and the Apple logo are trademarks of Apple Inc., registered in the US and other countries and regions. iOS is a trademark of Cisco and used by Apple under licence. Android, is a trademark of Google LLC.