Welcome to Family Connect

Your bank trusts us to help you bank online in a view-only way. This can be used by Account Holders and their Trusted People.

Lloyds bank logo

If you’ve been invited to try us by Lloyds Bank, then this guide is for you.

Family Connect

The Family Connect service gives users a ‘view only’ look at the bank transactions of someone who needs help. They don’t share their bank security details, they won’t be accessing their account, can’t make or stop payments, and don’t need power of attorney. A trusted person can safely view how the person they’re supporting is using their bank account, check bills are being paid, and get notifications about any transactions they might want to discuss with them. The account holder can withdraw consent to share information at any time, in which case the service can be cancelled.

Family Connect is suitable for:

  • Account holders who want to view their accounts online in a simple to view way or want help with their banking from a trusted person.
  • Trusted persons who support account holders with their banking. You could also choose to view your own accounts as well as acting as a trusted person for someone else.

How does it work?

As we are regulated by the FCA, we are able, with consent, to establish a link between the account holder, the trusted person, and their bank.  Once this link is made, the trusted person can view the account holder’s bank transactions. The clever part is that the trusted person never needs to login into the account holder’s actual bank account  – they view the last three months of transactions using Family Connect instead.

The account holder and trusted person must give permission to create the link, and keep it in place. Either can break the link when they wish without asking for permission and bank transactions will no longer be visible.

 

Registration

To register you will need:

  • An email address and a UK mobile phone number.
  • To decide on a password (8 characters with one upper, one lower, and one digit).

It takes just minutes to set up, and it’s free for the first 12 months:

  1. Both the account holder and trusted person will need to register.
  2. Once registered, the trusted person can log in to Family Connect and send an invitation to the account holder.
  3. Once the account holder has accepted the invite, they can decide if they want to give the trusted person view only access to their information.

Further information

Account holder

The Account holder is the person who would like to view their accounts online in a simple to view way and/or wants help with their banking from a trusted person.

      • Family Connect gives you read only access to view your accounts online.
      • You can safely see your bank accounts, statements and transactions but won’t be able to make payments.
      • You can also choose if you want to give the same access to a trusted person to help you with your banking. It’s completely secure to do this. You both have your own sign-in details.
      • You can ask us to cancel your trusted persons ability to view your accounts at any time.

How to add a bank account

Select the ‘Add Account’ button and follow the instructions.

By adding your accounts to Family Connect you will be able to see your bank account transactions under ‘My Accounts’, and so will any trusted person that you have agreed can see your accounts.

Trusted person

The Trusted Person supports account holders with their banking.

      • Family Connect gives you a read only look at the last 3 months of banking transactions of someone who needs your help.
      • You can safely see how the person you are supporting is using their bank account, check bills are being paid, and get notifications about any transactions you might want to discuss with them.
      • You can choose to receive regular e-mail alerts of new transactions.
      • They don’t need to share their online banking security details with you, you will have your own sign-in. It’s completely secure.
      • You could also choose to view your own accounts as well as acting as a trusted person for someone else. A one stop shop to view your accounts and theirs.

How do I view an account holder’s bank transactions?

You must invite the registered account holder by clicking on the ‘Offer Support’ button or the offer support heart icon. You will need to know the account holder’s exact email address and phone number that they used to register, and the account holder will need to know yours.

Once they have accepted your invitation, you will be able to view the bank account transactions that the account holder has agreed to.

Free 12 month trial

If you are an Account Holder, and have been invited to try Family Connect by your bank, it is free for 12 months. We’ll be in touch before your trial ends to explain how you can continue to use the service if you want to.

Family Connect is always free if you are a Trusted Person.

How to get help with Family Connect

The Family Connect website has lots of guides, tips and information about how to use the service and staying safe online.

If you have any questions you can’t find answers to, then please email support@hopemacy.com

For any questions relating to your banking app then please click here to contact Lloyds Bank directly.

Customer survey

If you have any feedback on our service, we would be grateful if you could take a few minutes to fill out our survey. It is completely anonymous, and your comments will help us improve.

Thank you!