Registration
What is the card number being referred to at registration?
What is the Corporate Account number being referred to?
What is my User ID, PIN and Password, and when do I get them?
What is the MAC and why do I only have access to some functionality?
I did have access to the service but have now lost access.
Why can't I change my security details?
How do I choose a secure password?
Are there any charges?
I've registered. Why can't I sign on?
I forgot my logon details. Who do I contact for help?
Online Statements
Can I print out my statement?
Paper statements can be switched off. What does this mean?
Why do I no longer receive a paper statement?
Am I able to export my card transactions to any other applications?
How far back can I review my Card transactions?
Can I use the Bank Giro Credit on the bottom of my eStatement?
How do I dispute a transaction?
I have just accessed my online statement and there is nothing to view?
Technical Queries
Why might my browser seem slow on this site?
How do I download an updated browser?
What do I need to use the service?
Do I need any software?
Can I access the service from more than one computer?
How can I get Coutts Business Cards Online Management to load quickly?
About the service
How can I contact you?
At what times of the day can I use the service?
Can I use the service abroad?
I have registered as a corporate administrator. How do others in my company access the service?
I am an administrator. How do I differentiate between registering my own card and registering my Corporate Account?
What do I do if my card is lost or stolen?
If I receive a new card, do I need to re-register?
Where can I find information on my credit card features?
How up to date is the information shown for my account?
Online payments
How should I make a payment?
Can I print off my eStatement and make a payment over the counter of through the post using a the Bank Giro Credit slip?
I've just paid my bill today and my balance has not updated payment is not showing
I think I may have a missing payment?
Can I make a payment on a non-business day e.g. a weekend or a bank holiday?
Can I still submit payments through the post?
Security
Is my account information safe with Business Cards online management?
Are there any additional precautions I can take to keep my information private? What recommendations do you have?
Is the Internet safe and secure for online banking?
Can anyone else see my account information?
How do you keep my details private and secure?
What about Account Aggregation?
What encryption are you using?
What measures are taken to ensure the service is not open to infection by computer viruses?
I use a Local Area Network / operate a corporate firewall. Can I use Coutts Business Cards Online Management?
Account Services
What can I update online?
What can I update online? (Administrator)
If I have more than one commercial credit card product with The Royal Bank of Scotland Group, may I review both accounts online?
If I am registered for Coutts Business Cards Online Management but want to discontinue that enrolment, how can I cancel my registration?
Registration
What is the card number being referred to at registration?
The number is the 16-digit number that appears across the front of your credit card.
What is the Corporate Account number being referred to?
This is the number that appears on your company level statement
What is my User ID, PIN and Password, and when do I get them?
You will create your User ID, Internet PIN and Password at registration. You will have immediate access to your account with restricted functionality. We will then send you a Mailer Authentication Code (MAC), which you should enter at your next login. This will give you full access to the service.
What is the MAC and why do I only have access to some functionality?
The MAC is the Mailer Authentication Code. We will send this to you after you complete your first login. Please allow up to 10 days for receipt of this. If you do not receive your MAC, please contact us. Once you have entered your MAC, you will have full access to the service.
I did have access to the service but have now lost access.
You must enter your MAC within 30 days of first registering for the service. If you have not received your MAC or misplaced it, please contact us. If you have locked yourself out, please follow the onscreen instructions.
Why can't I change my security details?
It is only possible to change your details once you have received and entered the MAC (Mailer Authentication Code). If you need to change your details, go to contact us link.
How do I choose a secure password?
We suggest that your password be something that is easily remembered by you but not easily guessed by another. It must be between 6 and 8 characters long and contain at least one number and one letter. For your security and the security of your account(s), you will not be permitted to enter certain passwords e.g. passwords that contain ascending or descending characters or characters that are repeated more than twice, spaces, symbols or special characters.
Please note, passwords should not be written down lest someone else discover the password and impersonate you.
Are there any charges?
No, there are no charges for using the service
I've registered. Why can't I sign on?
There are three possibilities:
· You entered your user name and password or PIN incorrectly. User names and passwords are alphanumeric-case sensitive. If you forget your user name or password, follow the onscreen options
· You tried to sign on three times in a row with the incorrect user name PIN or password. In this case, you are locked out of the system. See 'contact us'
· There are problems with your Internet connection or with our system. Please follow on screen instructions or try again later.
I forgot my logon details. Who do I contact for help?
If you do not remember your password, in the first instance follow the on screen instructions. Through re confirming the answers you gave to our prescribed questions at registration, you can reset your logon. If you are still unable to access the service, see 'contact us'
Online Statements
Can I print out my statement?
Yes, you can print the transaction details on the screen or print the eStatement. The eStatement is an exact replication of a paper statement
Paper statements can be switched off. What does this mean?
We have given you the option of switching off paper statements as we provide you with an exact replication of your paper statement that you can access online. We will send you an email, advising you that your statement is available for viewing.
Why do I no longer receive a paper statement?
We have given you the option of switching off paper statements as we provide you with an exact replication of your paper statement that you can access online. We will send you an email, advising you that your statement is available for view
Am I able to export my card transactions to any other applications?
Yes, you can export account information to Microsoft® Money™, Quicken™ and Sage™, or any packages which accept tsv and csv format. To do this, follow the on-screen instructions on the Review Transaction screen.
How far back can I review my Card transactions?
You can review up to 13 months of historical transactions
Can I use the Bank Giro Credit on the bottom of my eStatement?
No. Unfortunately you cannot use the Bank Giro Credit to make a payment. Please pay by Direct Debit or make an electronic payment, e.g. via your own Internet Banking Service. Contact your administrator or relationship manager if you need further instructions.
How do I dispute a transaction?
If you dispute a transaction please contact us using the 'Contact Us' link
I have just accessed my online statement and there is nothing to view?
If there has been no activity on your account that month and the balance is zero, we will not produce a statement. You can still review historic information and your balance is displayed in the Balance Summary screen
Why might my browser seem slow on this site?
Your browser might seem slow for the following reasons:
· You may have a number of other applications running. Closing these other applications may enhance the speed.
· You may have a lot of information in your cache. We recommend that you clean out your cache. If you currently have Internet files saved in the cache that you wish to keep, please save these to another location prior to clearing the cache. See below for information on how to clear the cache.
· While Business Cards online management supports all Internet connections speeds, modems at speeds lower than 33.6K may experience slow load times. We recommend at least a 56 K modem connection.
· Clearing Cache for Netscape Users:
Click on "Edit"
Click on "Preferences"
Click on "Advanced"
Click on "Cache"
Click on the "Clear Memory Cache" and/or "Clear Disk Cache" button.
· Clearing Cache for Internet Explorer Users:
Click on "Tools"
Click on "Internet Options"
Click on "General"
Review for "Temporary Internet Files"
Click on "Delete Files"
How do I download an updated browser?
If your computer does not currently use 128-bit encryption, you will need to access your Internet browser web site:
**In order to upgrade your system, you will need to have the following: 100MB, a Pentium Processor, 16 MB of RAM, and Windows 95 or 98 operating system. (Mac Requirements: PowerPC, Mac OS 7.6.1, 8MB RAM, 12MB disk space, QuickTime 3.0, Apple MRJ 2.1)
· Netscape:
Visit the Netscape web site at: www.netscape.com/download.
Select the version of Netscape that you want to use and follow the directions from Netscape.
· Microsoft Internet Explorer:
Visit the Microsoft Internet Explorer web site at: www.microsoft.com/ie.
Click on "Download Now" and follow the directions from Microsoft.
· Mac:
Visit the Microsoft web site at: http://www.microsoft.com/mac/products/ie
Click on "Download" and follow the directions from Microsoft.
Once the download is complete, please double click on the desktop icon and this will install the browser.
What do I need to use the service?
A PC with Microsoft® Windows 98/2000/Me/XP or NT or Apple Macintosh with OS, an account with an Internet Service Provider (ISP), Version 5.0*, 5.01, 5.22, 5.5* and 6.0* of Microsoft® Internet Explorer or Netscape Navigator 4.78*, 6.0, 6.1, 6.2.3 and 7.0* While Coutts Business Cards Online Management supports all Internet connections speeds, modems at speeds lower than 33.6K may experience slow load times. We recommend at least a 56 K modem connection.
Do I need any software?
Yes. If you don't already have Adobe Acrobat, you will need to down load this so that you can access your eStatement. You can do this by accessing the link within our site at no additional charge.
Can I access the service from more than one computer?
Yes, you can access Cards servicing from almost any Internet connected PC or Apple computer at any time.
How can I get Coutts Business Cards Online Management to load quickly?
There are many factors that contribute to the speed of response in the service including the speed of the modem or processor in your computer, the connection to your ISP and the volume of traffic on the Internet at the time you are using Card Servicing. 'It may be possible to shorten the time that each page takes to load by amending the settings in your Internet browser. To do this please follow the instructions below:
· Internet Explorer
Go to the ‘Tools’ menu (IE5 or IE6) or the ‘View’ menu (IE4).
Select ‘Internet Options’
Check you are looking at the ‘General’ tab and click ‘Settings’.
Under ‘Check for newer versions of stored pages’ select the option ‘Every time you start Internet Explorer’.
· Netscape Navigator
Go to ‘Edit’ menu
Select 'Preferences'
Click on the ‘Adv’ category in the left hand box
Select the ‘Cache’ sub category
Under ‘Document in cache is compared to document on network’ select ‘Once per session’
How can I contact you?
Please use the 'contact us' option available on all pages
At what times of the day can I use the service?
The service is available night and day, 7 days a week, 365 days a year. Occasionally the service may be taken down for essential maintenance
Can I use the service abroad?
Yes, you can access the service from abroad.
I have registered as a corporate administrator. How do others in my company access the service?
As a Corporate Administrator you may set up other individuals using the Enrol User link. Alternatively, a cardholder may register by accessing the service through our website Business Cards online management.
I am an administrator. How do I differentiate between registering my own card and registering my Corporate Account?
To see your own account, register as a cardholder. To see accounts under your administrative responsibilities, register using your Corporate Account number
What do I do if my card is lost or stolen?
Report this IMMEDIATELY by calling 0870 6000459. If you are calling from outside the UK, call +44 1423 700545. A representative can be reached 24 hours a day, 365 days a year, to take lost and stolen card reports.
If I receive a new card, do I need to re-register?
No, you will not need to re-register.
Where can I find information on my credit card features?
Please visit http://www.coutts.com/commbanking/businesscard
How up to date is the information shown for my account?
Your current balance and available credit are shown
Online payments
How should I make a payment?
Please pay by Direct Debit or make an electronic payment, e.g. via your own Internet Banking Service. Unfortunately you cannot use the Bank Giro Credit to make a payment. Contact your administrator or relationship manager if you need further instructions.
Can I print off my eStatement and make a payment over the counter of through the post using a the Bank Giro Credit slip?
No, you cannot do this. The slip at the bottom is not a valid slip, as it does not have the special coded strip that we need to process it
I've just paid my bill today and my balance has not updated payment is not showing
You should allow four business days for your payment to reach your Card
I think I may have a missing payment?
If you have recently made a payment, please allow 4 business days for it to process. If you have any queries please contact the Bank where you hold the account that payment was made from.
Can I make a payment on a non-business day e.g. a weekend or a bank holiday?
You can make a payment at any time. If you make a payment on a non-business day then the payment will not be debited from you bank account until the next business day. You should allow 4 working days for payment to be received.
Can I still submit payments through the post?
Only if you continue to receive a statement by post
Security
Is my account information safe with Business Cards online management?
When using Coutts Business Cards Online Management, your information is protected while being transmitted back and forth from the bank to your PC. The information is encrypted when transmitted, which means the data is modified such that it's unreadable.
Are there any additional precautions I can take to keep my information private? What recommendations do you have?
We recommend the following:
· Use the latest version of either Netscape Navigator or Microsoft Internet Explorer. Both of these browsers are certified for use at our site.
· Keep your password and Internet PIN confidential. Change it frequently to ensure that no one else can guess it, do not write it down, and do not let anyone else use it
· Never walk away from your computer without exiting the system first. Once you have ended your session, no further transactions can be processed until you sign on to the system again.
Is the Internet safe and secure for online banking?
When using Coutts Business Cards Online Management, your information is protected while being transmitted back and forth from the bank to your PC. The information is encrypted when transmitted, which means the data is modified such that it's unreadable.
Can anyone else see my account information? How do you keep my details private and secure?
As long as you keep your security details secret and log off every time you use the online service, no one else will be able to access your account information.
What about Account Aggregation?
Account aggregation is an internet-based service that allows consumers to view their financial information from multiple products, across multiple financial institutions, on a single web site.
Coutts has serious security concerns about customers passing their security details onto an aggregation service. Consequently, we do not recommend that customers currently use these services. We are investigating the most appropriate means to provide customers with the benefits of Aggregation without compromising security or data integrity.
In the meantime you should not pass to an aggregation service provider or store on your computer -even in an encrypted format- your Cards servicing security details. In the latter case your obligation to take all reasonable precautions to prevent the fraudulent use of your security details including not recording them in any way which may result in them becoming known to a third party will apply to how you keep secret whatever security (which must be known only to yourself) you apply to accessing the software holding your encrypted security details. If you do give your security details to an aggregation service provider you will be in breach of our Terms and Conditions. If you enter your security details into aggregation service software you may find yourself to be in breach of our Terms and Conditions. In both cases you will be exposing yourself to liability for any unauthorised transactions on your account.
What encryption are you using?
We are using 128-bit SSL encryption that has proven to be highly secure. With this level of scrambling, the 'de-scrambling' of banking details is far too difficult (if possible at all) to pose a significant risk to customer confidentiality. Also we have strong additional safeguards against tampering.
What measures are taken to ensure the service is not open to infection by computer viruses?
No viruses can be uploaded to or downloaded from site, because we do not accept code and all data is carefully vetted at the entrance to our computer complex.
I use a Local Area Network / operate a corporate firewall. Can I use Coutts Business Cards Online Management?
If your company has a Local Area Network/operates a firewall (to protect your company Local Area Network for others) you may need to ask your Network Administrator to make some special arrangements. To help with this 'contact us'
Account Services
What can I update online?
You can change your security details and your email address. You will receive email notification of the changes
What can I update online? (Administrator)
You can change your security details and your email address and you can amend the address of a cardholder within your portfolio. You will receive email notification of the changes
If I have more than one commercial credit card product with The Royal Bank of Scotland Group, may I review both accounts online?
Once you have registered with the online service, you can register another card under another Commercial Card brand (Royal Bank of Scotland, NatWest or Ulster) using your same login. Follow the onscreen instructions.
If I am registered for Coutts Business Cards Online Management but want to discontinue that enrolment, how can I cancel my registration?
See 'Contact us'. We will handle everything for you. If you wish to re-enrol at some point, you will need to use a different user name from the one you previously used to register for the service.