WE'RE UPDATING OUR ONLINE SERVICES

How to make a payment with our new digital service.

WE'RE UPDATING OUR ONLINE SERVICES

 

To ensure we’re continually improving the service you receive, in 2024 we’ll be updating your online banking platform.

We know how important it is that your online banking services remain uninterrupted and want to reassure you that this update will be as seamless as possible.

 

WHAT YOU CAN DO TO PREPARE

We’ll be back in touch just before your switch, to help make sure you’re all set. But there are a few things that you can do now to get ready.

  • Save any essential documents you wish to keep, including those from closed accounts that are currently kept in your secure messaging account.

 

  • SAVE DOCUMENTS ON WEB BROWSER

    Download documents

    • Go to document vault
    • Select the document to download
    • Document will appear in your downloads, top right of your Toolbar
    • Click on Open file twice
    • Save

     

    Download Secure messages

    • Go to messages
    • Select the secure message, that hold the attachment
    • Click on attachment
    • Attachment will appear in your downloads, top right of your Toolbar
    • Click on Open file twice
    • Save
  • SAVE DOCUMENTS ON MOBILE

    Download documents

    • Go to document vault
    • Select the document to download
    • Document will display as a PDF and your device will provide option to save. 

     

    Download Secure messages

    • Go to messages
    • Select the secure message, that hold the attachment
    • Click on attachment
    • Document will display as a PDF and your device will provide option to save.
 
  • For security reasons, and to benefit from the new services available, you’ll need the most up-to-date operating system on your device. 
  • If you’re unable to update your software your device will no longer be compatible. To discuss your options please contact the Coutts Digital helpdesk on +44(0)207 770 0000.

 

  • UPDATING APPLE

    SETTING UP automatic DEVICE updates

    • Go to: Settings>General>Software Update
    • Then click on: Automatic Updates
    • Turn on both Download iOS Updates and Install iOS updates

     

    SETTING UP automatic APP updates

    • Go to Settings.
    • Tap App Store.
    • Turn on App updates.
  • UPDATING ANDROID

    SETTING UP AUTOMATIC UPDATES FOR all apps

    • Open the Google Play Store app.
    • At the top right, tap the profile icon.
    • Tap Settings > Network preferences > Auto-update apps.

     

    SETTING UP AUTOMATIC UPDATE FOR only Coutts app

    • Open the Google Play Store app.
    • At the top right, tap the profile icon.
    • Tap ‘Manage apps and device’.
    • Tap ‘Manage’, then find the app that you want to update automatically.
    • To open the app's 'Details' page, tap the app.
    • On the app's 'Details' page tap ‘More’.
    • Turn on ‘Enable auto-update’.

    Please note, if you don’t have automatic updates selected, you may receive a prompt from us asking you to update your Coutts app to maintain functionality and security.

FREQUENTLY ASKED QUESTIONS

We've answered some of the most common questions below:

  • When will this change happen?

    In early 2024, we’ll be upgrading you to our improved app and online banking platform. We’ll be back in touch just before your switch, to help make sure you’re all set.

  • Why is this change happening?

    This upgrade is part of a significant investment in our digital banking service which has enabled us to continue developing our new digital experience, along with a number of new features, which many clients have been asking for.

  • Is there anything I need to do?

    We’ll be back in touch just before your switch, to help make sure you’re all set. But there are a few things that you can do now to get ready.

    • Save any essential documents you wish to keep, including those from closed accounts that are currently kept in your secure messaging account.
    • For security reasons, and to benefit from the new services available, you’ll need the most up-to-date operating system on your device. From our records we can see that you have previously logged in to the current app using a device with software that will not be compatible with the new app. 
    • If you’re unable to update your software your device will no longer be compatible. To discuss your options please contact the Coutts Digital helpdesk on +44(0)207 770 0000.
  • What happens if I don’t want to move?

    If you have received a letter from us informing you that you will be moving to our new digital services you will need to activate our new service, otherwise you’ll be unable to access your accounts online.

    You will continue to be able to do your banking through Coutts 24.

  • What are the benefits?

    We have made a significant investment in our digital banking service to modernise the technology and improve the digital experience. There are a number of new and improved features which clients have been asking for. A couple of these include:

    • making it easier for you to make payments and transfers (for example, you’ll no longer need to log into Coutts Online to authenticate new payments made using Coutts Mobile)
    • being able to verify your online card transactions using our new mobile app through Fingerprint ID or Face ID (this will be particularly helpful if you struggle with poor mobile phone reception)
    • ability to apply for lending and savings accounts, along with the ability to deposit cheques via mobile.

    You can find out more from coutts.com/digital.

  • What are the new features?

    • Mastercard spend controls​
    • Cheque deposit in the app​
    • Apply for a loan, credit card or 'Private Reserve' savings account ​
    • Biometrics making payments easier ​- this will enable you to confirm your identify with Face ID, your fingerprint or your passcode when you make an online transaction.
    • Quicker and easy payments, via the app​
    • Live chat with Coutts 24
  • Will I be able to view my business accounts online?

    New commercial functionality has been built in to the private application to support viewing and making payments from business accounts, via the private access. You will still be able to make payments from your business account as you do today.

  • What if I have a phone that cannot support the new app?

    If we are aware that you’re using a phone that does not support the new App we’ll let you know the actions you can take to continue using our online service. The Coutts App requires a recent version the iOS and Android software so we recommend:

    • replacing your device
    • upgrading your operating system
    • or requesting a card reader from us.

    Keeping software up to date is one of the most important things you can do to maintain your device's security. We highly recommend that you:

    • keep your operating system up to date
    • keep all Apps up to date
    • stop using and replace older devices
    • turn on automatic update features. 
  • I currently access Coutts Online using my computer and don’t have a smartphone, tablet or iPad. Can I use your new digital banking service?

    Yes, the new online service will have the ability to logon with your Smartcard and reader.

    If you don't use one today, we will speak to you about how to get access.

  • Can I login with my smartcard and reader?

    Yes, the ability to login with smartcard and reader will be available.

  • What support will be available to me through the switch?

    We are here to help and we will support you through the switch to the new digital service.  We will contact you with additional information and required actions.

FURTHER SUPPORT

For further help and support, please contact Coutts Digital Helpdesk on +44(0) 207 770 0000. All calls with Coutts are recorded for training and monitoring purposes.

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