Managing your account

Coronavirus (COVID-19)

You can use our online services to help you manage your everyday banking needs without having to leave your home.

Internet Banking
Our Internet Banking service is a simple and secure way to manage your money online.
Mobile Banking App
Download our Mobile Banking app and manage your accounts quickly and easily, wherever you are.

FAQs

  • How do I register for Internet Banking?

    Download our form

    If you're an existing Cumberland current account customer who would like to register for Internet Banking, please download our registration form which you can return to us via email or post. You’ll need to make sure this is signed, so if you’re emailing your form back to us, you’ll need to send us a scan or photograph of the completed form.

    Please email completed forms to help@cumberland.co.uk or return by post to Cumberland House, Cooper Way, Parkhouse, Carlisle, CA3 0JF.

    Chat online

    You can also use our webchat facility to chat online to our Customer Care team or call 01228 403 141 for help registering for Internet Banking.

  • I've forgotten my Internet Banking log in details, what do I do?

    Forgotten User Name

    You can find your original User Name (also referred to as your Customer Number) in the welcome email or letter which was sent to you when you opened your current account or registered for Internet Banking.

    Initially, we provide you with and 6-7 digit username but this is something you have the option to change when you log in. If you have since changed it, please call our Customer Care team on 01228 403 141.

    Forgotten Access Code

    Your Access Code is a case sensitive password you set up when you first log onto Internet Banking. If you have forgotten your Access Code, please call our Customer Care team on 01228 403 141.

    Access Suspended

    If your access to Internet Banking has been suspended, please call our Customer Care team on 01228 403 141.

  • Logging on to Internet Banking for the first time

    What you need to do

    1) Enter the User Name and the Access Code that we sent you. Follow the on screen instructions to complete our SecureCall verification.

    2) When prompted on screen, set an Access Code of your choice to use each time your log on in future. You can also change your User Name or Access Code and anytime, to something easier to remember in 'Other Services'.

    3) Read and accepted the Terms and Conditions. You're now set up on Internet Banking!

    Please note, you need to log on to Internet Banking and set your own Access Code before you can use our Mobile Banking app.

  • How do I register to use the app?

    You must be an existing Cumberland Internet Banking customer to use the app and have previously registered your mobile phone number with us.

    To register to use the app you need to complete the following steps:

    • Download the app and select 'Register' from the main menu.
    • Read and accept the Terms and Conditions.
    • Enter your Internet Banking Customer Number and Access Code.
    • We'll then send you a security code to the mobile phone number you have registered with us. Enter the code to verify your device.
    • Finally, you'll be asked to choose and confirm a 5 digit passcode to enter each time you log on. You can also enable Touch / Face ID or Fingerprint Authentication on compatible devices.
  • What do I do if I've forgotten my Passcode?

    You can reset your Passcode by registering your device again. Simply select 'I forgot my Passcode' from the log on screen in the app and follow the instructions. You'll need your Customer Number (User Name) and Access Code to do this.