Archives: FAQ - Interactive

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.

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.

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.

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.

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.

To successfully complete your one‑time registration for our new online service, it’s essential that you clear your browser’s cache and cookies before you begin.

We’ve identified that some members are unable to register or log in because older cookies from our previous online service are still stored on their device. These cookies contain outdated information that can stop the new registration process from working correctly.

There are many different internet browsers, each with slightly different ways of storing this information. To ensure registration works correctly, we only support the browsers used by the majority of users in the UK:

• Safari
• Google Chrome
• Microsoft Edge
• Mozilla Firefox

If you’re using a different browser, you will need to switch to one of the browsers listed above to complete the registration process successfully.

Please follow the step‑by‑step instructions below exactly, even if you’re familiar with clearing cache and cookies. It’s important that you clear all cookies, not just recent ones, and that you do this before attempting to register. Once you’ve cleared your cache and cookies, you can then proceed with registration.

 

How to clear your cache and cookies

Safari

On Mac: 

1. Open Safari
2. In the top menu, click Safari, then select Settings (or Preferences on older versions)
3. Go to the Privacy tab
4. Click Manage Website Data
5. Click Remove All
6. Confirm by clicking Remove Now

After clearing, close and reopen Safari, then try again.

On iPhone or iPad: 

1. Open the Settings app
2. Scroll down and tap Safari 
3. Tap Clear History and Website Data 
4. Confirm when prompted

After clearing, reopen Safari and try again.

Google Chrome:

On Windows or Mac: 

1. Open Chrome 
2. Click the menu icon (three dots) in the top-right corner
3. Select Settings 
4. Click Privacy and security
5. Select Clear browsing data 
6. Set the Time range to All time (this option may be hidden under a ‘More’ menu)
7. Tick: Cached images and files and Cookies and other site data
8. Click Clear Data or Delete Data

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clear browsing data screen directly.

After clearing, close and reopen Chrome, then try again.

Microsoft Edge

On Windows or Mac: 

1. Open Microsoft Edge
2. Click the menu icon (three dots) in the top‑right corner
3. Select Settings 
4. Click Privacy, search, and services 
5. Under Clear browsing data, click Choose what to clear
6. Set the Time range to All time
7. Tick: Cached images and files and Cookies and other site data
8. Click Clear now

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clear data screen directly.

After clearing, close and reopen Edge, then try again.

Mozilla Firefox

On Windows or Mac: 

1. Open Firefox 
2. Click the menu icon (three horizontal lines) in the top‑right corner
3. Select Settings 
4. Go to Privacy & Security
5. Scroll down to the Cookies and Site Data section
6. Click Clear Data
7. Tick: Cached Web Content and Cookies and Site Data
8. Click Clear 
9. Confirm by clicking Clear Now 

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac).

After clearing, close and reopen Firefox, then try again.

Important – Ecology App users

After you have successfully completed the registration process on the website:

1. Uninstall the Ecology App from your device
2. Go to the Apple App Store or Google Play Store
3. Re‑install the Ecology App
4. Log in using your newly registered details

This ensures the app is fully refreshed and connected to the new online service.

To successfully complete your one‑time registration for our new online service, it’s essential that you clear your browser’s cache and cookies before you begin.

We’ve identified that some members are unable to register or log in because older cookies from our previous online service are still stored on their device. These cookies contain outdated information that can stop the new registration process from working correctly.

There are many different internet browsers, each with slightly different ways of storing this information. To ensure registration works correctly, we only support the browsers used by the majority of users in the UK:

• Safari
• Google Chrome
• Microsoft Edge
• Mozilla Firefox

If you’re using a different browser, you will need to switch to one of the browsers listed above to complete the registration process successfully.

Please follow the step‑by‑step instructions below exactly, even if you’re familiar with clearing cache and cookies. It’s important that you clear all cookies, not just recent ones, and that you do this before attempting to register. Once you’ve cleared your cache and cookies, you can then proceed with registration.

How to clear your cache and cookies

Safari

On Mac:

1. Open Safari
2. In the top menu, click Safari, then select Settings (or Preferences on older versions)
3. Go to the Privacy tab
4. Click Manage Website Data
5. Click Remove All
6. Confirm by clicking Remove Now

After clearing, close and reopen Safari, then try again.

On iPhone or iPad:

1. Open the Settings app
2. Scroll down and tap Safari
3. Tap Clear History and Website Data
4. Confirm when prompted

After clearing, reopen Safari and try again.

Google Chrome:

On Windows or Mac:

1. Open Chrome
2. Click the menu icon (three dots) in the top-right corner
3. Select Settings
4. Click Privacy and security
5. Select Clear browsing data
6. Set the Time range to All time (this option may be hidden under a ‘More’ menu)
7. Tick: Cached images and files and Cookies and other site data
8. Click Clear Data or Delete Data

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clear browsing data screen directly.

After clearing, close and reopen Chrome, then try again.

Microsoft Edge

On Windows or Mac:

1. Open Microsoft Edge
2. Click the menu icon (three dots) in the top‑right corner
3. Select Settings
4. Click Privacy, search, and services
5. Under Clear browsing data, click Choose what to clear
6. Set the Time range to All time
7. Tick: Cached images and files and Cookies and other site data
8. Click Clear now

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clear data screen directly.

After clearing, close and reopen Edge, then try again.

Mozilla Firefox

On Windows or Mac:

1. Open Firefox
2. Click the menu icon (three horizontal lines) in the top‑right corner
3. Select Settings
4. Go to Privacy & Security
5. Scroll down to the Cookies and Site Data section
6. Click Clear Data
7. Tick: Cached Web Content and Cookies and Site Data
8. Click Clear
9. Confirm by clicking Clear Now

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac).

After clearing, close and reopen Firefox, then try again.

Important – Ecology App users

After you have successfully completed the registration process on the website:

1. Uninstall the Ecology App from your device
2. Go to the Apple App Store or Google Play Store
3. Re‑install the Ecology App
4. Log in using your newly registered details

This ensures the app is fully refreshed and connected to the new online service.

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.

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.