Mobile App FAQs

The app won’t let me make a payment. What can I do?

Don’t worry, from time to time we will need to do some maintenance on the app, which means you won’t be able to make a payment this way. You can make any payments quickly and easily through our online portal instead.

How do I download the app?

You can find it on the Android Play store or on the Apple App store, or download it here.

How much does it cost to use the app?

Our app is free to download, however if you use the app whilst out and about you might incur data charges from your network. Check your mobile tariff to find out more.

Can I use the app on any device?

Our app has been designed for use with smartphones. It won't work on laptops or tablets. You can find out if our app is compatible with your phone's version of iOS or Android.

Can I log in using my fingerprint or face recognition (biometrics)?

If you're using a phone with biometrics enabled you will be able to log in to the app using your fingerprint or face recognition. You can turn this feature off at any time when you're logged in.

How can I turn off biometrics?

You can turn off the fingerprint and face recognition feature in the app. You can also follow the settings on your device to turn biometrics off.

Will you store my biometrics?

No. Your biometrics are stored on your phone and won't be stored in our app. If you want to find out more about what personal information we collect you can check out our mobile app privacy notice.

What personal information will you have access to if I use the app?

We only collect the information we need to manage your customer account and make sure we can give you the best experience possible by keeping our app running smoothly. You can find out more about what personal information we collect in our customer privacy notice and mobile app privacy notice.

Will you share any of my information?

We sometimes need to share some of your information with other organisations. We only work with trusted third parties who treat your information with the same care as we do. You can find out more about who we share your information with in our mobile app privacy notice.

Can I cancel the app?

If you don't want to use our app any more you can remove it by following the instructions in your app store. You can still use the same login details to manage your account online. If you'd rather speak to someone, you can contact us.

Is your app secure?

Absolutely. Protecting your data is really important to us. You can find out more about how we look after your data in our mobile app privacy notice.

What can I do using the app?

You can use the app to manage your Lowell account quickly and easily. You can:

- set up or amend a payment plan

- make a one-off payment

- complete your budget

- view your transaction history

We'll be adding new features to our app to make managing your account even easier. If you download the app we'll let you know as soon as they become available.

Can I see up-to-date account details on the app?

Yes, the details you see in the the app are the same up-to-date information you'll get from one of our agents or on our website.

When can I access the app?

You can use our app to manage your account 24/7, unless we need to make updates to it.

Will I stay logged into the app?

To keep your account secure, we'll always ask you for your PIN when you return to the app.

How do I find out more about the credit score function?

You can find out more about the accessing your credit score on our mobile app credit score page

If I download the app will I automatically have access to the latest version?

As long as your device is able and you’ve enabled automatic updates, the latest version will be installed automatically. Otherwise you’ll need to download the latest version from the app store.