Online Service FAQs
If you have a question about our online account service, you might find the answer here. If you don’t find what you’re looking for, please contact us and we’ll be happy to help.
Registering for our Online Service
Download our helpful guide here
New Members: If you’re opening a new account, you’ll register as part of your application, either on the App or through the Online Service. Just have your email address, mobile number and a secure password ready.
Your chosen password needs to include:
- At least 8 characters
- A special character (like ! or ?)
- A number
- A lowercase letter
- An uppercase letter
You’ll also need the bank account details you want to link to your Ecology savings account. (The sort-code and account number.) This will be your linked account (see below for what this is).
Existing Members: You’ll need to register through our Online Service before you can register on the Ecology App.
You’ll need:
- Your existing ten digit account number
- Your email address
- To think of a memorable password that includes
- At least 8 characters
- A special character (like ! or ?)
- A number
- A lowercase letter
- An uppercase letter
You’ll also need the bank account details you want to link to your Ecology savings account. (Sort code and account number.) This will be your linked account (see below for what this is).
Your account number is ten digits long. If you put your customer number in by mistake the system won’t accept it. Your customer number is only 9 digits long.
Absolutely! You can switch between the Online Service and the App anytime; there is no need to commit to just one.
The Linked Account is the bank account you connect to your Ecology savings account(s). You will use this account to pay money into your Ecology savings account and any money you withdraw from Ecology will be paid into this account.
If you share an email address, then only one person will be able to register using this. You will need to set up a separate email address for anyone else on the account who wants to register. Please give us a call on 01535 650770 so that we can update your email address. You will then be able to register for the Online Service.
The Ecology App is currently only available to be used through a mobile device.
However, you can use our Online Service through a tablet or computer if you have a landline we can send your One Time Passcode (OTP) to it, if it is set up to receive texts. Please contact us for more information.
Using our Online Service
Yes, you can log in on any computer or tablet. For your safety, we recommend that you don’t log in through shared or public devices if possible and always make sure you log out afterwards.
The Online Service is supported by the latest and previous versions of Microsoft Edge, Google Chrome, Safari and Firefox.
Yes, you can. However, Ecology Products are only available to UK Residents. Please see our General T&Cs for more information.
The system will automatically log you out after 15 minutes of inactivity. However, you should always make sure that you log out yourself when you have finished transacting.
Just give us a call and we can reset it for you.
Using the Ecology App
To download the Ecology App visit the App Store or Google Play and search Ecology Building Society.
Existing customers: once you’re registered for the Online Service, download the app and log in using your username (your email address) and password. You’ll also be asked to set up a pin for quicker access to the App. If you do not log out of the app when you have finished using it, and don’t have biometrics (fingerprint or face ID) enabled, you will use this pin to reopen it.
New customers – download the Ecology App from the App Store or Google Play and follow the on-screen instructions to open a new Ecology savings account.
Yes, you can enable biometric login (fingerprint or face recognition) via the app’s security settings.
Yes, you can do the same things on both. The App is designed specifically for mobile devices, so it’s easier to use on a smaller screen, and it also offers features like push notifications and biometric login.
From the home screen, tap the ‘More’ button, then select ‘Log out’. This will fully log you out of the Ecology App. To log back in you will need to re-enter your username and password, then reset your PIN
If you close the Ecology App you’ll be able to reopen it and log in using your PIN or biometrics if they are enabled.
If you’ve logged out through the App you will need to re-enter your username and password, then reset your PIN
When you are on the log in screen you will see the option to reset your PIN.
For security reasons, the app can only be downloaded onto one mobile phone at a time and isn’t compatible with tablets.
Please contact us straight away on 01535 650770 and we’ll add a security block on your account. You can still access your account through our Online Service.
When you get a new phone, download the App. You will be asked to enter your log in details (email address and password). You will be sent a verification code to your mobile number. You will then be asked to create and re-enter a PIN to secure your account.
Yes, you can use both services.
You can reset your password via the app or Online Service by following the ‘Forgot Password’ link on the login screen. We will send a link to securely reset your password to your email address.
The Ecology App is compatible with most modern smartphones running the latest versions of iOS and Android. Tablets are not supported.
Yes, the App has been designed to support screen readers and accessibility tools.
Yes, joint account holders of existing accounts can use the app, although each person will need a unique email address to register. You will need to set up a separate email address for anyone else on the account to be able to register. Give us a call on 01535 650770 so that we can update your details. You will then be able to register for the Online Service.
Please contact us on 01535 650770 or [email protected] if you need to add a new email address.
New joint accounts cannot be opened online or on the app, if you would like to open a joint account please apply by post. Once you have your account you will be able to register on the Online Service and app to manage your account.
Withdrawing funds using the app is very straightforward. There is a withdrawal button which takes you to a screen where you choose how much you’d like to withdraw.
Yes, you can. When you request the withdrawal from the account it will automatically calculate when the funds will be paid into your Linked Account. After the appropriate number of notice days, the funds will automatically be paid into your linked account the following morning.
For immediate access accounts (i.e. you don’t need to give notice), the funds will be paid into your linked account within two hours maximum.
For Notice Accounts (ie accounts that require a notice period before the funds are released) the funds will be paid into your linked account the morning after your notice period finishes.
You can pay money into your Ecology account from your linked bank account or by transferring funds from an existing Ecology Account.
Other questions
Our Digital Service Terms and Conditions can be found on our savings documents and forms page.