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
New customers who open their account online or on the app are automatically registered for the online service.
New customers who open an account by post cannot register for the online service at this time. We will let you know when this option is available.
New Members: If you’ve opened or are opening a new account, you’ll register as part of your application, either through the Online Service or on the App. Just have your email address, mobile number and a secure password ready.
Existing Members (account opened before 24 March 2026): You’ll need to register through our Online Service by clicking HERE. You must register through our Online Service before you can use the Ecology App.
You can view step-by-step instructions in our helpful guide by clicking HERE.
In order to register you’ll need:
- Your previous ten digit account number – you can find this on an old statement or on the letter we sent to you in March 2026
- Your email address
- To think of a memorable password
- Bank account details of a UK personal bank account in your name that you want to link to your Ecology savings account (sort code and account number). You’ll need to provide the sort code and account number of this bank account to register it as your linked account. You will use this account to add money to, and withdraw money from, your Ecology savings account
- Access to your mobile and email account as you will receive One Time Passcodes
Your chosen password needs to include:
- At least 8 characters
- A special character (like ! or ?)
- A number
- A lowercase letter
- An uppercase letter
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.
If you opened a joint account by post after 24 March 2026 the online service is not yet available to you. We will let you know as soon as it is.
The number that you need to input is the ten digit account number that you had before we moved to the new system on 24 March 2026. This was sent to you in a letter in March or can be found on previous statements. If you put your customer number in by mistake the system won’t accept it. Your customer number is only 9 digits long.
Everyone who opened an account before 24 March 2026 must re-register by clicking HERE before they can use the new Online Service and mobile app.
If you are still having problems this may be that the email or mobile number we have registered for you is incorrect. You can update your email address with us by calling 01535 650 770.
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.
Your linked account will either be set up when you open an account or (for existing customers who opened their account before the 24th March 2026) when you register with the online service for the first time.
Your linked account can be changed online – only one online change is allowed every six months. (Setting up a linked account for the first time counts as one change). If you need to change your linked account more than once in a six month period, please use our change of details form which is available on our website here: Ecology savings brochures.
Once you have set up the linked account details in your Ecology online service, you will need to set up your Ecology account details in the bank account that you have chosen as your linked account. For this you will need to put in:
– your six digit Ecology sort code
– your eight digit Ecology account number
– your name as detailed on your Ecology account – this is referred to as the “Payee”
– If prompted please select “Personal account”.
Your Ecology account details will be saved in your bank account Payee list and you can make payments from your linked account to your Ecology account whenever you want to.
As part of the re-registration journey, we are asking customers to input their linked account to ensure this is up to date and the one you would like to use. For security reasons, when your linked account is updated, this generates an email for confirmation.
When you are registering for our online service, for security we need to send a One Trime Passcode (OTP) for you to use as part of the registration process. If you do not have a mobile you may be able to receive texts on your landline.
The Ecology App is currently only available to be used through a mobile device.
As this is setting up your details for the first time, we need to verify both your email and mobile for security. Going forward on the online platform you will only need to verify with a mobile code. If you then go onto download our app, you can use a PIN or biometrics instead.
Using our Online Service
Once you are registered with 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.
Absolutely! You can switch between the Online Service and the App anytime; there is no need to commit to just one.
To pay money into your Ecology account you will need a linked bank account set up for your Ecology account.
Your linked account will either be set up when you open an account or (for existing customers) when you register with the online service for the first time.
You linked account can be changed online – only one online change is allowed every six months. (Setting up a linked account for the first time counts as one change). If you need to change your linked account more than once in a six month period, please use our change of details form which is available on our website here: Ecology savings brochures.
Once you have set up the linked account details in your Ecology online service, you will need to set up your Ecology account details in the bank account that you have chosen as your linked account. For this you will need to put in:
- your six digit Ecology sort code
- your eight digit Ecology account number
- your name as detailed on your Ecology account – this is referred to as the “Payee”
- If prompted please select “Personal account”.
Your Ecology account details will be saved in your bank account Payee list and you can make payments from your linked account to your Ecology account whenever you want to.
If you decide to set up a standing order from your linked account, you will use the same details as setting up a payee, but will also need to select the regularity and date that you want the money paid to Ecology.
For security reasons you can only update your linked account online once every six months. To update your linked account online head to the Profile section of your account and scroll down to the linked account section. If you have already updated your account online in the last six months, please complete a “Change of details” form and return it to us by post or email. The form can be found here: Savings documents and forms. Alternatively you can call member services and update your linked account over the phone.
As part of the move to the new system, you now have a new account number and sort code. You will need to cancel your existing Standing Order and create a new one, using your new account details you now have a new Ecology account number
To set up a new standing order from your linked account you will need to use the following details (which can be found on our online service or App, or can be confirmed by calling our Member Services team):
- your six digit Ecology sort code
- your eight digit Ecology account number
- your name as detailed on your Ecology account – this is referred to as the “Payee”
- If prompted please select “Personal account”
You will also need to select the regularity and date that you want the money paid to Ecology.
The reference can be anything that you want it to be that will remind you where the money has been paid to. For example, it could be Holiday Fund, Ecology ISA or House Deposit. The reference will appear on your linked bank account statement so you can check what you paid and when.
The Payee should be your name on your Ecology account (for example Mrs P Smith). The bank you have your linked account with will check that your name matches the sort code and account number of your Ecology account.
Once you log in, the homepage has your Profile, Documents and Legal information about your accounts.
Your profile includes your personal details, address and your linked account details. You can edit these here.
Documents includes previous statements and important documents and Legal Information, such as the terms and conditions of your accounts and the Society.
The Dashboard button in the top right corner is your main homepage, where you can see all your accounts. From here, you can select an individual account to withdraw, transfer, or close it.
To pay money in, you’ll make the payment from your linked account. You can find instructions and your Ecology account details in the ‘Paying in’ section.
If you click the ‘Ecology’ icon, you’ll be able to see our current on‑sale products and start a new application, usually your new account can be opened in just a few minutes.
Yes, joint account holders of existing accounts (opened before the 24 March 2026) can use the online service, 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. Please contact us on 01535 650770 or [email protected] if you need to add a new email address. You will then be able to register for the Online Service.
New joint accounts cannot be opened online or on the app, if you would like to open a joint account please apply by post.
You can pay money into your Ecology account from your linked bank account or by transferring funds from an existing Ecology Account.
Withdrawing funds using the online service 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 instant access accounts (i.e. you don’t need to give notice), you’ll usually receive your money within two hours of making a withdrawal request. Occasionally, payments may take longer and could arrive on the next working day. You can find more information about possible delays in Section 12 of our General Savings Terms and Conditions.
Just give us a call and we can reset it for you.
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.
Our Digital Service Terms and Conditions can be found on our savings documents and forms page.
Using the Ecology App
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.
Yes, you can use both services.
To download the Ecology App visit the App Store or Google Play and search Ecology Building Society.
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.
For security reasons, you can only download the app onto one mobile phone at a time.
For joint accounts, each account holder with a different email address, can download the app onto their phone.
The app isn’t compatible with tablets. ,
Yes, joint account holders of existing accounts opened before 24 March 2026 can use the app, although each person will need a unique email address to register. Give us a call on 01535 650770 to add a new email address. You will then be able to register for the Online Service.
New joint accounts cannot be opened online or in the app, if you would like a joint account please apply by post. We will advise you when the online service and app is available to joint account customers who open their account after 24 March 2026.
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.
If you forget your password you must go the website online service to set a new one. Follow the ”forgot password” link on the login screen. We will send a link to your email address so that you can securely reset your password. The online service and the app will then be updated with your new password.
When you are on the log in screen you will see the option to reset your PIN.
You can pay money into your Ecology account from your linked bank account or by transferring funds from an existing Ecology 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.
Other questions
Our Digital Service Terms and Conditions can be found on our savings documents and forms page.