Banking with Royal Bank of Scotland

Telephone banking

Use Telephone Banking

To use Telephone Banking you need to have a Personal account and be registered for Telephone or Digital Banking. You will need your customer number, PIN and password when you call (these are the same as Digital Banking).

With Telephone Banking you can:

Use our automated service to check balances, transfer money and pay bills

Speak with one of our team about your accounts.

If you can't remember your Customer Number, PIN or password then our Support Centre is here to help.

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Prefer texting over calling?

Our app comes with Secure Messaging which lets you speak with us by text. It's really simple to use. Just tap the 'Help' option to start.

Register for Telephone Banking

  1. 1

    Download the Royal Bank app from your phone or tablet's app store by using the buttons below. If you are on computer, this link will send you a text to get the app.

  2. 2

    Open the app and follow the step by step instructions. When asked for your customer number, tap the option for 'What's my Customer Number?'.

    Tapping this will register you for Digital Banking and give you a customer number, PIN and Password, which you need for Telephone Banking.

  3. 3

    Continue with the steps until you are logged into the app. To call Telephone Banking, tap the 'Help' option along the bottom of your screen and scroll down to 'Contact Us'.

    If you prefer texting over calling, you can use the 'Message Us' option within the same Help menu to send us a message instead of calling.

If you don't have a mobile phone or tablet device, you can visit our Support Centre to register for Telephone Banking instead.

Learn about Voice ID

Voice ID is a new security feature for Telephone Banking customers. It authenticates you using your voice in our automated system or when you speak to one of our team. This means you don’t have to use your PIN and password when you call us.

Getting started is simple – you just need to be registered for Telephone Banking and speak to one of our team who will be able to enrol you.

More secure

Using your voice to access Telephone Banking is the most secure way to protect your account.
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Once enrolled, we'll recognise your voice when you speak to us - no time spent verifying your identity.


It authenticates you using your voice, so you don’t have to remember a password.

How it works

Your voiceprint

Just like your fingerprints, your voice is unique. Voice ID analyses over 100 aspects of the way you talk, from your accent and pronunciation to physical differences like the size and shape of your mouth. All these things create your unique voiceprint.

Staying secure

While a PIN and password can be written down or guessed by fraudsters, nobody can copy your voiceprint. With Voice ID you can be more confident than ever that your banking details are secure.

Get started with Voice ID in 3 steps

  1. 01

    Call us on 03457 242 424 (Overseas: 0131 549 8888, Relay UK: 18001 03457 242 424). You'll need your Telephone Banking security details. If you aren't already registered, please follow the steps to register first.

  2. 02

    Confirm your identity using your customer number, PIN and password. Please have your mobile phone handy when you call us, so we can send you a one time passcode.

  3. 03

    One of our team will set up Voice ID for you. 

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

Is there anything else we can help you with?