Keeping you safe

If you’re using Online Banking, you’ll be prompted to open up the app. On the app, once you’re at the approval page, you just look at the camera. We’ll compare your face to the photo we have in our database. And if it’s a match, you’ve successfully authenticated.

No they can’t. The biometric process is secure behind the scenes, so a photo simply would not work.

Under the Secure Banking Promise, we’ll encrypt and store your biometrics within a secure NatWest database that no other business or person can access.

Once we’ve invited you to register on one device, you can register on any other device so long as you’ve got the mobile app on it. Just follow the steps exactly as you did the first time. 

All you need to do is download and set up the app, then follow the steps exactly as you did the first time. The sooner you register, the sooner you’ll be up and running again.

This service is being rolled out to all customers who use our mobile app. Keep using your app as normal, and we’ll send you a notification when it’s available to you.

Here are a few things that can help the app register your face biometrics.

• Choose a well-lit space and a neutral background.
• If there’s a light source in the room (like a window or lamp), face towards it.
• Keep your device upright (portrait not landscape) and out directly in front of you (about 30 cm away from your face).
• Keep your face in the frame (a blue oval will appear around your face).
• Don’t let anything cover your face, like a mask, sunglasses, hat, or your hair.

We know blink authentication can be a bit tricky. Here are our top tips for success.

• Make sure you’re in good lighting. If there’s a light source in the room (like a window or lamp), face towards it.
• If you wear glasses, it can help to take them off while you authenticate.
• Keep your phone upright and hold it out directly in front of you.
• Keep your face in the frame (a blue oval will appear around your face).

If this doesn’t work, you might want to remove your biometrics and re-register:

• On the app, tap your initials icon in the top corner to get to My Profile.
• Tap Settings and then Biometric approval.
• Tap Remove biometrics.

When you re-register, use the tips above to give yourself the best chance of storing a great biometric.