Online Banking might seem a little complicated at first. So we've put together these answers to some questions you might have. Just select the heading to access the FAQs you're interested in.
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Technical Help |
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General |
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General Technical Help What's your Technical Support line's tariff? Logging on and logging off I can't log into Online Banking. What should I do? Going paperless / eDocuments What are 'e-Documents' and how do I turn off Paper Statements? _____________________________________________________________________________ General What's your Technical Support line's tariff? Our Technical Support line costs the same as a local telephone call (mobile phone tariffs may differ). If you've any technical questions about our Online Service, call 0845 600 4388 (7am-11pm Monday to Saturday and 9am-9pm Sunday). Business Banking customers should call 0845 607 0666 (7.30am-9pm Monday-Friday and 8am-1pm Saturday). How do I update my contact details? You can do this easily in Online Banking. But you will need to confirm any changes by entering the One Time Passcode (OTP) we send to your registered mobile. Go to 'My Details & Settings' and select 'Change Personal Details' from the left-hand menu before following the step-by-step instructions. You can also call Telephone Banking if you're registered, or visit your local branch with a Santander debit card, full passport, EU photocard driving licence or EU national ID card. Please note that joint account holders must both confirm the change of address for their details to be updated. Please see and complete the attached form. Adobe Acrobat Reader is required to view/print the form (if you can't read it, please visit access.adobe.com). For security and your protection, please don't email us with changes to your personal details - we can't act on them. _____________________________________________________________________________ Logging on and logging off I can't log into Online Banking. What should I do? If you've previously logged in, the five-digit Customer PIN or Registration number in your welcome letter will no longer be valid (you'll have changed this when you first logged in). If you've lost or forgotten your ID, select 'Forgotten your ID?' from the log on screen and follow the instructions. If you have forgotten your five-digit Customer PIN, Registration number or Passcode, please call 08459 724 724* (7am-11pm Monday-Saturday and 8am-10pm Sunday). We will send you 2 separate letters with your new Passcode and Registration number. (Please allow 5-7 working days to receive these). If you have any problems, call our Online Banking Helpdesk on 0845 600 4388 or +44 01908 238 013 from outside the UK (7am-11pm Monday-Saturday and 9am-9pm Sundays). Business Banking customers should call 0845 607 0666 (8am-9pm Monday to Friday and 8am-1pm Saturday). We'll send you a new Customer PIN or Registration number by post and, when you receive it, log in with the new details and change it to one of your own. How do I change my Log on details
Important: When changing your Personal ID, please ensure that your Personal ID and Passcode are not the same as each other. On occasion we will use your Personal ID to prompt you to remember your Online Banking log on details. Your Passcode is like a password and should be kept confidential. You may wish to visit our Tips for Staying Secure within our Security Centre for more information. Why does Online Banking log me out after a period of time? How do I change my Log on image? For more information on what makes a good password, please click here to visit our 'Tips for Staying Secure' section. How do I change my Log on phrase? Click on 'My Details and Settings' and then 'Change Phrase' from the 'Security and Settings' menu. Enter your current phrase, followed by a new phrase and then select 'Continue' (choose a phrase that's between 6 and 16 characters - a mix of letters and numbers that doesn't describe your image or match your other security details). Next, check that the new phrase is correct and click 'Confirm'. The next time you log on, your new phrase will appear, with your image - just two of the security measures we use to make sure you know you're on the genuine site. For more information on what makes a good password, please click here to visit our 'Tips for Staying Secure' section. _____________________________________________________________________________ Going paperless / eDocuments What are 'e-Documents' and how do I turn off Paper Statements? The e-Documents section holds copies of your statements and relevant correspondence we send you in Adobe Acrobat PDF format. Whenever we add an e-Document, we'll email you. You can also 'Go Green' and switch off your paper statements (they'll appear in your e-Document store the instant they're ready). If I turn off Paper Statements, how do I know when new statements are ready? We'll send an email to your specified address when a new statement is ready. Make sure the email address is correct by going to the 'My Details & Settings' tab, clicking 'Change personal details' from the left hand menu and choosing 'Change contact details'. How do I download transactions? Log on to Online Banking and choose the 'My Accounts & Transactions' tab. Then, select 'View transactions' from the left-hand menu, click on 'Download transactions' above the Transactions table and either download transactions that occur between certain dates (click 'All available transactions') or since the last time you downloaded (click 'Since last download'). Choose a format for the file from the dropdown list (e.g. Microsoft Excel) and 'Download?' Please note, there's a limit of 200 transactions per download. If you need more, limit the date range and perform more than one download (so if you have 300 transactions in a month, try downloading the first two weeks and then the last two). |
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