Deaf, hearing and speech support

How we can help you

• Bank app

  The Cashplus Bank app is easy to use, with a clear design and navigation.

  If your device uses fingerprint or face recognition, you’ll be able to log in without having to enter your password every time.

  You can use the app to activate your card, get your PIN, check your balance, view your statements, make payments and manage your card(s).

  If you’d like tips on how to change your device settings to make it even more accessible, you can use the My Computer My Way tool by AbilityNet. To do this, you’ll need to know what device you’re currently using.

  Download the Cashplus Bank app

  

  

  If you need help logging into your Cashplus app for the first time, see our guide.

• Online Banking

  Like the app, Online Banking is available to use 24 hours a day, seven days a week. If you’re using Online Banking, you can optimise your experience by adjusting the size of text and screen contrast, as well as changing your computer settings.

  Find out how you can change your device settings using the My Computer My Way tool by AbilityNet.
  
  To log in to Online Banking, you’ll be asked to verify it’s you by providing a verification code. You can get this code by logging into the Cashplus Bank App, or if you can’t use the app, you’ll need to order a physical Code Key. See our Code Key FAQs for more information. 

• Telephone Banking (Relay UK)

  Relay UK helps those who are deaf, speech-impaired or hard of hearing talk to us over the phone using the relay service. Customers can use the Relay UK app with their mobile, tablet or just use Relay UK via your Minicom or Uniphone.

  When you call us using Relay UK, the Relay UK operator will join in the call and read your written request to us. Rest assured, these operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions.

  For more information, head to Relay UK.

• Telephone Banking (SignVideo)

  If you use British Sign Language (BSL), you can use the SignVideo service to help you call our phone numbers and talk to us securely. It connects you to an interpreter who can communicate your sign language to our Customer Services team.

  For more information, head to SignVideo.

• Tell us how we can help you

  To help us give you the best banking experience, you can let us know if you have specific needs and we’ll leave a discrete note on your account so we know this whenever you speak to us.

  Alternatively, you can reach out to us using the app and one of our team will get in contact with you directly. To do this, log in to the app and go to Help > Personal circumstances > Share your personal situation.

  If you’re deaf or have hearing difficulties, we can also give you access to our online messaging service. If you’d like us to set this up, please contact our team.