Support for customers over 60

Banking for everyone

We're here to support you

We understand that these are uncertain times, and many of you may be worried. We want to assure you that looking after our customers and colleagues is our number one priority.

If you’re concerned about being affected financially or being unable to get to the bank due to coronavirus (COVID-19), this page is here to help.

How to do your banking from home

During this time we want to make it as easy as possible for you to manage and look after your money.

That's why we have made it easy to start using our mobile app and Digital Banking, or you can chat with one of our bankers face to face with Video Banking.

Set up mobile banking

Our mobile app lets you view your account balances or transactions, move money between accounts, pay other people and manage your bills. It's also available for tablets.


To watch more helpful videos on getting started and using the app, our Video Hub is here to help.

Get the app

Search for 'Royal Bank of Scotland Mobile Banking' in your app store - where you normally download your apps.

Step-by-step guide:

  1. Open the Royal Bank app, tap 'I'm already a customer'. Read and accept the Mobile Banking Terms then tap ‘Get Started’.
  2. Enter your Digital Banking customer number. Don’t have these? Tap 'What's my customer number?'.
  3. Enter the characters from your Digital Banking PIN and password. Don't have these? Tap 'Forgotten secure details?'
  4. Confirm your mobile number and enter the activation code we text to you. If your mobile number is wrong then log in to Digital Banking to update it, then return to the app in 3 days to finish registering.
  5. Choose a passcode to log into the app. If your device has facial or fingerprint recognition, you can choose to log in with that later.
  6. If you need any help once in the app then just tap the 'Help' button on the bottom bar if you have any questions.

Get the app

Experience the quickest way to manage your money

Get the app

Experience the quickest way to manage your money

Set up Digital Banking

Use a bigger screen to check your balances or transactions, search through your statements and move money between your accounts.

To watch more helpful videos on getting started and using Digital Banking, our Video Hub is here to help.

We're here to help you bank from home

Chat with a video banker

Instead of coming into a branch, you can use your phone, tablet or computer to have a video chat with one of our bankers.

Get confident with Digital Lessons

Get help with Digital Banking and the mobile app by signing up to one of our Digital Lessons.

Sending money, getting cash and go contactless

Sending money

Send money using a mobile number

Need to send money to family or a helpful neighbour? With Pay Your Contacts, you can send money using our app and their mobile number, no sort code or account number required.

Pay someone you haven't paid before

First time paying someone? Send up to £1,000 using your app without a card reader, or log into Digital Banking to pay more.

Send money abroad

Send money quickly, securely and safely to support your loved ones who are in other countries.

Getting cash

Use the app to get cash without a card

Our Get Cash service through the mobile app sends you a code which allows you to withdraw up to £130 from NatWest or Royal Bank of Scotland branded ATMs, including those at Tesco.

Other ways to get cash

We have a number of options to help you access cash, but please stay safe and follow social distancing guidelines.

Go contactless

Apple Pay and Google Pay

Make contactless and secure payments from your Apple or Android devices, no need for a physical card.

"Tap and go" with Contactless

If you have to pay for things in stores, use your contactless card to pay for purchases up to £100.

Tips to stay safe when shopping

Here you can find some useful tips on how to shop online safely.

How to contact us

We have a dedicated support line set up for customers who are over 60.

It's managed by a dedicated team of Customer Care experts and is open from 8am – 8pm, 7 days a week.

  • Call us on: 0800 051 4177 (overseas +44 800 051 4177)
  • Relay UK: 18001 0800 051 4177

Our Customer Care experts will also be able to help guide you through how to register for our online and mobile banking services if you need support.

Be aware of scammers

Be aware of emails promoting fake cures

Be alert to suspicious phone calls, texts or emails about coronavirus from anyone claiming to be from the bank or other trusted organisations. We’ll never ask you for your full PIN, password, card reader codes, one time passcodes or to move money from your account.

Watch out for impersonation scams

Be vigilant if anyone you don’t know comes to your door pretending to be from the NHS, WHO or another organisation offering products or services relating to coronavirus. Don’t hand over money or personal details.

Tax refunds linked to Coronavirus

The HMRC will not contact you by email to discuss tax refunds, so never click or respond. Never download attachments from emails you have received out of the blue.

Talk to us if you are unsure something's genuine

If anyone gets in touch unexpectedly and asks you for information, please hang up or do not reply. Get in touch directly using the number on the back of your card, or a number you trust. If possible, call us from a different phone or mobile.

Can we help with anything else?