Help & support
How can we help?
Search our FAQs, browse the most common topics, or contact us directly. We're staffed 24/7 across phone, chat, and secure message.
Browse
Common topics.
Logging in & OTP
Resetting passwords, OTP not arriving, locked out of your account.
Payments & transfers
Sending money, payment failed, missing transactions, IBAN issues.
Cards
Lost or stolen, declined transactions, contactless limits, freezing a card.
International
SEPA, UK Faster Payments, FX rates, high-value verification.
Account & profile
Change phone, update address, close an account, statements.
Security
Suspicious activity, scams, dispute a charge, report fraud.
Quick answers
Most-asked questions.
I'm not receiving the OTP email when I sign in. What should I do?
First check your spam folder. If it's not there, wait 30 seconds and click 'Resend code' on the verification page. If the code still doesn't arrive within a minute, call us — we can verify you over the phone and reissue.
What does the bank consider a 'high-value' transaction?
Any transaction over 10,000 in the source account's currency. These trigger an additional step: a live selfie via your device camera and an uploaded photo of a government ID. They're then reviewed by our operations team, usually within an hour.
Can I close an account from inside the app?
Yes. Go to Settings → Account → Close this account. You'll need to move out any balance first. Closing an admin-created account (with `must_change_password = true`) requires a quick call so we can verify you.
How are my selfie and ID stored?
In a private Supabase Storage bucket, accessible only by short-lived signed URLs and only to authorised members of the operations team. They are deleted after the transaction reaches a terminal state, per our retention policy.
Why was my account opened in PENDING state?
If you applied through the public signup, your account is in 'pending review' until our operations team verifies your ID document. You'll receive an email when it's approved — usually within a few hours.
Reach us
Three ways to get in touch.
Choose the channel that suits — secure message is best when sharing any account details.
Worried about a transaction or message?
Forward suspicious emails to phishing@scb.example. Call us right away if you think your account is compromised.