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FAQs for Online Banking

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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Payments

Making a payment and transferring funds

How do I make a payment to someone new?
What accounts should appear on the 'My Accounts' page?
How do I pay a bill or person?
How do I delete payees?
How do I pay my Santander credit card bill?
How do I pay a non-Santander credit card bill?
How do I make a 'quick transfer'?
How do I move money between accounts?

Click here for more information about transferring funds.

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Making a payment and transferring funds

How do I make a payment to someone new?
To pay a person or company you haven't paid before (a new payee) within Online Banking, select 'Payments & Transfers' from the top menu. Then choose 'Set up a new payment' from the left-hand menu and either 'Pay a new bill' or 'Pay a new person'. Choose which account to make the payment from, along with the amount and the date the payment should leave your account. Select 'Continue' to see a summary of the payment instruction. Enter the One Time Passcode (OTP) that we send to your registered mobile phone - and click 'Confirm'.

Click here to watch a demo

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What accounts should appear on the 'My Accounts' page?
Most of the Santander accounts you have open with us or if you have transferred from Alliance & Leicester*, including bank accounts, savings accounts (including ISAs) and credit cards.

*There are some accounts such as Postal ISAs which are not available online.

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How do I pay a bill or person?
For a new payee (a person or company you've not paid with Online Banking before), click the 'Set up a new payment' option in the left hand menu of the 'Payments & Transfers' tab and follow the step-by-step instructions.

Please Note that you'll need to enter a One Time Passcode (OTP) we'll send to your mobile.

For existing payees (a person or company who you've paid online before), select Payments & Transfers from the top menu and choose 'Pay or view an existing payee' from the left-hand menu. Next, select the account to make the payment from, then the payee you are looking for (if you can't see the payee, you may have previously paid them from a different account). Select 'make a payment' from the drop-down box and click 'Go'. Enter the amount and date the payment should be made on and, finally, examine the summary and confirm the payment. If you want to check again, go to 'View pending payments & transfers' from the left hand menu.

Please note that:

  • if you change the account a payee is paid from, you'll need to set up a new payment.

  • your payment request will be processed and will show on your account and statement at the latest by the end of the next working day, subject to normal bank checks; please do not attempt the transaction again


Watch our demo

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How do I delete payees?
Go to the 'Payments & Transfers' tab. Then, identify the payee you want to delete, select 'Delete payee' from its drop-down menu and click 'Go'. Check the details and click the 'Confirm' button.

Please note that regular fixed payments (e.g. standing orders) will not be changed. To manage these details, select the Standing Orders or Direct Debits tab from the menu running across the top of the page.

How do I pay my Santander credit card bill?
Either click on the 'Credit Cards' tab, then 'Set up/Amend Direct Debit' to arrange a Direct Debit. Make sure the first payment reaches your account on time. Or, make a bill payment.

You can now pay your Santander Credit Card with a debit card.  Choose the 'Credit Card' tab and select 'Pay Santander credit card' from the left hand menu. Enter your card details and the amount you wish to pay, click 'Continue' and follow the steps to confirm your transaction.

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How do I pay a non-Santander credit card bill?
Simply make a bill payment.  Unsure how to do this? Watch our demo

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How do I make a 'quick transfer'?
Quick transfer is an easy way to make a one-off payment/transfer to someone you have paid before or another of your registered accounts. Simply use the drop-down menu to choose where to make the payment from and to before entering the amount.

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How do I move money between accounts?
It's easy to move money between your Santander accounts. From your 'Account Summary' page, choose the account you wish to move money from and the account you want to move it to, followed by the amount. Then select the date you want the payment to leave your account (there's a calendar selector to life simple).  Watch our demo.

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