What is the card number referred to at registration?
This is the 16-digit number that appears across the front of your card.
What is the Corporate Account number being referred to?
This is the number that appears on your company-level statement.
What are my User ID, PIN and Password, and when do I get them?
You will create your User ID, Internet PIN and Password at registration, giving you limited but immediate access to your account. 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 can I only action a few things online?
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 to receive 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.
Why have I lost access to the service?
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 of the service, please follow the onscreen instructions.
Why can't I change my security details?
You can only change your details once you have received and entered the MAC (Mailer Authentication Code). If you need to change your details, click the 'contact us' link.
How do I choose a secure password?
Choose a password that you can remember easily, but no one else can guess. It must be between six and eight characters long and contain at least one number and one letter. For security, you cannot enter certain passwords, for example, those containing ascending or descending characters, characters that are repeated more than twice, spaces, symbols or special characters. Also, please do not write passwords down.
No, there are no charges for using the service.
I've registered. Why can't I login?
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. If so, the system has locked you out. There are problems with your internet connection or our system. Please follow the onscreen instructions or try again later.
I forgot my login details. Who do I contact for help?
First, follow the onscreen instructions. You can reset your login by confirming the answers you gave. If you still can't access the service, please contact us.
Yes, you can print the transaction details on the screen or print the eStatement. The eStatement contains the same information as a paper statement Paper statements can be switched off.
This means you can choose for us not to send you paper statements as you can view them 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?
You have chosen not to receive paper statements as you can view them online. We will send you an email, advising you that your statement is available for viewing.
Can I 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' formats. To do this, follow the onscreen 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 an electronic payment, for example, through your own internet banking service. Please 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.
Why is there nothing to view on my online statement?
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 see your balance in the 'Balance Summary' screen.
To access your eStatement, you need to download Adobe Reader if you don't already have it.
Can I access the service from more than one computer?
Yes, you can access the service from almost any computer connected to the internet.
The service is available 24/7. Occasionally the service may be unavailable due to essential maintenance.
Yes, you can access the service 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 Business Cards Online Management website.
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 should 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. You can reach a representative 24/7.
If I receive a new card, do I need to re-register?
No, you will not need to re-register.
How up-to-date is the information shown for my account ?
The site shows your current balance and available credit.
Please pay by Direct Debit or make an electronic payment, for example, through your 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 pay over the counter or through the post using a Bank Giro Credit slip?
No, you cannot do this.
Why doesn't my balance yet reflect my recent bill payment?
You should allow four business days for your payment to reach your account.
What should I do if I think I have a missing payment?
If you have recently made a payment, please allow four business days for it to show on your account. If you have any queries, please contact the bank of the account that the payment came from.
Can I make a payment on a non-business day, such as a weekend or a bank holiday?
You can make a payment at any time. However, if you make a payment on a non-business day, it will not be debited from your bank account until the next business day. You should allow four working days for the payment to be received.
Can I still submit payments through the post?
Yes, but only if you continue receiving statements by post.
Does Business Cards Online Management protect my account?
When using Coutts Business Cards Online Management, your information is protected while being transmitted back and forth from the bank to your computer. The information is encrypted, which means the data is modified to protect it from unauthorised threats.
Can I do anything else to keep my information private?
Yes. Keep your password and PIN confidential. Change it frequently to ensure no one else can guess it, do not write it down, and do not let anyone else use it. Also, never walk away from your computer without exiting the system. Once you have ended your session, no further transactions can be processed until you login to the system again.
Can anyone else see my account information?
As long as you keep your security details secret and logout every time you use the online service, no one else will be able to access your account information.
Account Aggregation is an online-based service that allows people to view their financial information from multiple products, across many financial institutions, on a single website.
At Coutts, we have serious security concerns about customers passing their security details onto an aggregation service. Consequently, we do not recommend customers currently use these services. We are investigating the most appropriate way to provide customers with the benefits of aggregation without compromising security or data integrity. In the meantime, you should not pass your security details to an aggregation service provider or store them on your computer, even in an encrypted format.
In the latter case, you are obliged to take all reasonable precautions to prevent the fraudulent use of your security details. This includes not recording them in any way which may result in them becoming known to a third party. It also applies 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 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 does the site use?
We use 128-bit SSL encryption, which is 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.
How do you protect the site from computer viruses?
No viruses can be uploaded to or downloaded from the site, because we do not accept code. Also, we carefully vet all data before it enters our computer complex.
I use a Local Area Network/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 allow access.
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 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 RBS 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 the same login. Follow the onscreen instructions.
How do I cancel my registration to Coutts Business Cards Online Management?
Click the 'contact us' link and we will take care of everything for you. If you wish to re-enrol, you will need to use a different user name.
