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Coronavirus (COVID-19): Your questions answered

Since the first case of Covid-19 – a new type of coronavirus – was reported in China on 31 December 2019, the disease has spread across multiple countries including the UK. In line with advice from the UK Government and the World Health Organisation, we are doing everything we can to make sure our services keep running normally – particularly if the outbreak continues for a long time or gets worse.

Our main concern is the safety of our customers and colleagues, and we will update this page if anything changes. 

More information for personal customers

More information for business and commercial customers

Ways to bank with us

How can you help us prioritise those customers who need us the most?

We’re doing everything we can to make sure our customers can still do their banking easily and safely. Here are a few things that you can do to help make this happen:

  • Use our app or online banking
  • Only call us if you have an urgent question or problem
  • If you visit one of our stores, follow the social distancing guidelines
  • Avoid posting documents to us if you can, as there is a risk of late delivery due to post delays. If you have no alternative, or if we need you to send back an original copy of a document, you should still use the post.
  • Our main focus is on making sure our key services are available for existing customers – this means we may not be able to open new accounts in store at the moment. To open an account online, go to apply.metrobankonline.co.uk/apply – you’ll need an up-to-date email address and a UK mobile number, plus a camera to take a selfie and a photo of your ID.

Online banking

  • You can use online banking 24/7 to view your statements, make payments and open new accounts
  • If you haven’t signed up for online banking yet, you can sign up here.
  • You’ll need your 12-digit customer number, a Magic Word (to activate the service), and the last four digits of your mobile number
  • If you need help getting set up, read through our step-by-step digital guides.

Online banking without your Magic Word

If you need to sign up for online banking but can’t find your Magic Word, or if you need to reset your online banking details but can’t wait for your Magic Word to arrive, you can use our app.

Here’s what you need to do:

  • If you don’t have our app yet, download it from the App Store or Google Play Store. If you already have our app installed, you’ll need to delete it and download it again.
  • When you first open the app, you’ll need to read and accept our terms and conditions
  • Enter your 12-digit customer number
  • Enter your security number, or click ‘forgot internet banking details’
  • We’ll ask you to give us four digits from your long card number
  • Now we’ll text you a one-time passcode to the mobile number you’ve registered with us. Once you’ve received it, enter the passcode into the app.
  • Set up or reset your password and eight-digit security number (Android users: If you happen to enter the same password as you had before, you’ll need to re-start the process)
  • Set up your app four-digit app passcode
  • You’re all done – now you should be able to log in to your online banking using your new details.

Our app

  • You can use our app 24/7 for most of your banking needs  
  • Instantly block, unblock or cancel your debit and credit cards, or order a replacement card if you need to
  • You can download our app from the App Store or Google Play Store. You’ll need your 12-digit customer number, a Magic Word (to activate the service), and the last four digits of your mobile number
  • If you need help getting set up, read through our step-by-step digital guides.

Our contact centre

  • To keep our contact centre running smoothly, we’ve made some changes to our opening hours. From 1 September, our contact centre is open 8am to 10pm Monday to Friday, and 10am to 6.30pm on weekends and bank holidays.
  • To help us prioritise those who need us most, please only call our contact centre if you have an urgent question or problem. If you can and your question isn’t urgent, please go online or use our app – this could save you time and will help us support all of our customers.
  • Fraud reporting and lost/stolen card services will continue to be available 24/7.

Our stores

  • From 7 September, most of our stores are opening seven days a week – Monday to Friday from 8.30am to 6.30pm, Saturday 9am to 5pm and Sunday 11am to 5pm.
  • Our London Cheapside and Moorgate stores are opening five days a week – Monday to Friday, 8.30am to 6.30pm – and staying closed on weekends for now. For the full list of stores and hours, check here.
  • If we need to make any temporary changes to store hours, we’ll update our service status page Please check there before making your journey. 
  • For customers visiting us, please follow social distancing guidelines to protect yourselves and our colleagues. To make this easier, we’ve put distancing measures in place across all of our stores, and installed protective screens at all of our counters.
  • From 24 July, you must wear a face covering by law inside our stores. We may ask you to briefly lower your face covering for ID purposes. Customers exempt under the government guidelines and children under 11 do not need to wear a face covering.
  • We’re prioritising serving our elderly or vulnerable customers – we recommend coming in when we first open in the morning.

Our mortgages

  • Our team is working as quickly as possible to answer your calls, but you may have to wait longer than usual. To help us prioritise those who need us most, if your call isn’t urgent we recommend you have a look through our FAQs.
  • To apply for a payment holiday, or apply for an extension of your current payment holiday, click here.
  • For more help, you can call our Mortgage team on 0345 319 1200, email mortgageservicing@metrobank.plc.uk quoting your mortgage account number and monthly payment date, or complete our call-back request form. We will reply as soon as we can.

Banking services

  • Are all your banking services running, and where can I find updates?

    Our service status page will give you all the up-to-date information if any of our services are running more slowly than usual.
  • Can I still withdraw cash?

    • You can continue to withdraw up to £300 per day from UK cash machines
    • To ensure all our customers can access cash in-store, should they want to, we are temporarily waiving the requirement to give us 24 hours’ notice for cash withdrawals larger than £1,000 and are introducing a £5,000 daily cash withdrawal limit.

    You can of course continue to transfer money (including transfers above £5,000) online, electronically or via faster payments

  • Can I still deposit cash in store?

    Our cash services are currently only available for paying in to your account – we cannot exchange cash. To protect our colleagues and customers, all coins must be pre-counted and in coin bags. If you need some more coin bags, just ask and we can provide these.
  • Can I use your Magic Money Machines?

    Our Magic Money Machines are now back up and running for Metro Bank customers. We’ll let you know when non-customers are able to use them too.

  • Can I make payments into my account using cheques?

    Yes. To make a payment via cheque, you need to write your account number, name and phone number on the back of the cheque and post it to:

    Metro Bank Plc
    One Southampton Row
    London
    WC1B 5HA

  • Can I get in touch with you by post?

    You can still get in touch with us by post but, as there is a risk of late delivery due to post delays, we would recommend using one of our other channels if possible. If you have no alternative, or if we need you to send back an original copy of a document, you should still use the post.

  • Have contactless payment amounts now changed?

    As of 1 April 2020, the maximum spend on contactless transactions will be increased from £30 to £45. If you need to spend more than £45 there are many ways to choose to pay - Chip & PIN, cash and alternatives such as mobile payments which do not have an upper limit when authenticated through biometric technologies.

  • Can I still access foreign currency in stores?

    We have temporarily changed our foreign currency service, and are only accepting Euros (EUR) and US Dollars (USD) at the moment. We will not buy or sell any other foreign currency in our stores.
  • What are you doing to look after customers who need extra support?

    • We’re encouraging our over 70s and at-risk customers to follow the latest Government advice, and to contact us over the phone or online if they have any questions.
    • We’re prioritising serving our over 70s and at-risk customers as much as possible. We recommend coming in when we first open in the morning – that’s currently 9am from Monday to Saturday in most of our stores, and 9am from Monday to Friday. Although we’re making our stores as safe as possible, we don’t recommend visiting us if you can avoid it.
  • Can I still access my Safe Deposit Box?

    Yes, you can access your Safe Deposit Box as usual during our store opening hours – we recommend checking our service status page before making your journey.

    If you visit one of our stores, please follow the social distancing guidelines.

  • What if I need to access my Safe Deposit Box on the weekend?

    If you need to access your Safe Deposit Box when the store is closed on the weekend, please call our contact centre on 0345 08 08 500. Please note that we can only arrange weekend access in exceptional circumstances. Our contact centre is receiving a high number of calls, so you may have to wait to speak to us.
  • What are you doing to keep your stores clean and safe?

    • We are following the social distancing guidelines in all of our stores, and asking customers who visit us to do the same.
    • We have increased how often our stores are cleaned 
    • Our colleagues are making sure to wash their hands regularly and thoroughly
    • We have put hand sanitisers and extra cleaning products in every store

Fraud and scams

  • I’m hearing a lot about an increase in fraud because of the coronavirus outbreak. What do I need to look out for?

    Some fraudsters are exploiting the coronavirus to try and get your money. Watch out for the scams below during this time:

    • Government funding messages
      If you receive a suspicious looking message from someone claiming to be HMRC, take a screengrab and send it to ReportFraud@metrobank.plc.ukThis email address is only for reporting possible scam activity – please do not use it for general questions or banking requests.
    • Miracle cure for the coronavirus
      Any kind of treatment for the coronavirus will be officially announced in the news by the Government. Don’t be fooled and keep your money safe.

    • Mask and gloves vendors
      Fraudsters are pretending to sell face masks and gloves to trick you into giving them money. Research the seller and make sure you know who you’re buying from.

    • Food delivery services.
      If you’ve seen services offering to deliver your food for you, make sure you know they’re genuine. It could be someone trying to scam you of your cash.
  • How do I know if it’s a scam?

    • Your bank or the police will NEVER ask you to transfer money or move it to a safe account.
    • Contact from fraudsters will usually be unexpected, and by suspicious texts, emails or calls
  • What do I need to look out for?

    Go to our fraud and security page to find out more about protecting yourself from fraud and scams.

UK Government advice

  • What’s the latest Government advice on Coronavirus?

    You can find all the latest info and advice from the UK Government at gov.uk/coronavirus.

More information for personal customers

More information for business and commercial customers