Help and support | Contact details and Help Centre (2024)

We offer a range of additional support options to suit your banking needs and circ*mstances. To discuss how we can best support you, please call us on 0345 08 08 500, or visit your nearest store.

You would have received your 12-digit customer number in your welcome letter or email.

If you've forgotten your number, you can:

- Check the mobile app: Log in to the Metro Bank app and go to the More menu to access Settings, and select My Details. Your ID should be located under your name.

- Receive it by SMS by providing a few details on the login page.

Visit a Metro Bank store.

- Personal customers can call 0345 0808 500

- Business customers can call 0345 08 08 508. Our specialist business team is available between 8am and 6.30pm, Monday to Friday. Outside of these hours, you can contact us on 0345 08 08 500.

You can activate your card on the banking app, by visiting your nearest store or by calling us on 0345 08 08 500.

You will need to make a Chip and Pin payment before contactless can be used. Once this has been completed, the contactless feature will be activated.

Are you having issues logging in?For in-depth information see ourdetailed FAQ page.

Strong Customer Authentication? From 14 March 2020, a new EU regulation (Payment Services Directive) meant that all banks needed to provide an extra layer of security for their customers – it's called 'Strong Customer Authentication'. For more in-depth information see our detailed FAQ page.

Where you log in to Online Banking depends on the type of account you have:

• Log in to a Personal Bank Account
• Log in to a Business Bank Account
• Log in to a Commercial or Business Online Plus Bank Account

You can alsoregister for Online Banking here, and update your internet and mobile banking security details here.

Sometimes technical difficulties can happen, and can be resolved through troubleshooting. Follow the steps and guides on this page (metrobankonline.co.uk/troubleshooting) for help with Online Banking.

There are a few different ways you can pay money into your Metro Bank account, the fastest being a payment from one bank to another. You can also deposit a cheque or pay cash* into your account at your nearest store.

*Please note that you may be asked additional questions about the source of funds to help keep your money safe.

We’ve introduced limits on the amount of cash customers can pay into their Metro Bank account each day.

• Personal accounts – new daily limit £5,000*
• Business accounts (including community accounts) – new daily limit £10,000*

  *If you are depositing foreign currency into a ‘regular’ GBP or a Foreign Currency Account, this will be the GBP equivalent of the above limits using the exchange rate on the day of the deposit

The new cash deposit limit for Commercial Current Accounts won’t be introduced until early 2023. If you have this type of account, your Relationship Manager will be in touch nearer the time to discuss the new limit with you.

Changes to who can pay in cash

To pay cash into a Metro Bank account you must either:

• be named on the account, or
• have authority to manage the account – e.g. power of attorney, or
• be paying less than £250 into a Young Savers account if you are not named on the account (the account holder or a named person on the account can pay in larger amounts), or
• an employee paying into a business or commercial account for your employer, using a pre-printed paying-in slip issued to the account holder.

Exchanging cash

You can only exchange cash over the counter if you’re a Metro Bank customer.

You can make a payment via our mobile app, internet banking or in store.

You can also call us on0345 08 08 500 if you are a personal customer or 0345 08 08 508 if you are a business customer.

See our more in-depth guide on making payments via our website and app.

If you have lost your card or had it stolen you should cancel it immediately. You can do this through our mobile app, on online banking or in store.

You can also call us on 0345 08 08 500 if you are a personal customer or 0345 08 08 508 if you are a business customer.

See more in-depth information and step-by-step guides for cancelling your card.

This often happens because some companies have trading names that are different to the name you are used to seeing. Check our table of trading names for more information and advice on what to do next.

We’ve made it really easy to open a personal current account with Metro Bank. Just come in to one of our stores or apply online - all you’ll need is proof of your identity and up to two documents for proof of address. Your current account will be up and running straight away. If you apply in store, we’ll even print your bank card there and then. If you open your account online, your card will arrive within a few days.

Find out more about personal current accounts

This may have been requested by a third party provider (TPP). To find out why the TPP is accessing your account and to stop the OTPs being sent, you need to contact them. You can then withdraw your permission for them to access your account. You can also get in touch with us to reset your login details for additional security.

If you don’t think you’ve ever given consent for a TPP to access your account, or are receiving OTPs other than those you have not requested, it may be fraud. To protect your security, it is important to reset all of your login details as soon as you can – just give us a call on 0345 08 08 500 or visitone of our stores.

We are aware that sometimes customers receive emails from people pretending to be us. You may be able to identify a suspicious email by:

• A spelling mistake in the email address
• Being asked to confirm your personal/ security details
• Being asked to login to your internet banking via a provided link to confirm a transaction

If you are suspicious of an email, please forward it to phishing@metrobank.plc.uk.If you need more help, please call us on 0345 08 08 500.

Cheques normally take 4 working days to process. If a bank holiday falls during the clearance period, the number of days will be extended accordingly. For example, a cheque paid in on Thursday before 3:30pm, when the following Monday is a bank holiday, will be available on the following Wednesday rather than Tuesday.

When paying in cheques drawn on a non-UK bank, please allow 6 - 8 weeks for clearance.