Users

As an Administrator, how do I order a replacement reader for one of my users?

Select User Admin
Select Users
Select the user from the list.
Click on User Details
Select Order Smartcard Reader.
Select Confirm

A user has left the company - should I delete them?

Yes, you should only keep current users on the system. If the user is an administrator, you will need to complete the Delete Administrator form to remove them from the service.

If the user was not an administrator, they should be deleted by an administrator. Further details on how to do this can be found in the Administrator User Guide.

If you are a Trust, please refer to the Digital Helpdesk for guidance.

Can an Administrator create another Administrator?

No, for security reasons, the Create / Amend Administrator form must be completed and signed by the authorised signatories in order to set up a new Administrator (excludes Trusts).

Can a user be restricted to approve salary payments only?

For a user to be able to approve salary payments they must be able to approve Faster Payments on the account that the payments are debited from. Therefore they would be able to approve all Faster Payments on the account and cannot be restricted to salary payments only.

Can a user be restricted to key certain payment types on specified accounts?

Yes, a user does not have to be given all payment types that can be keyed on the selected account. To allocate the types of payments a user can key:

Select User Admin
Select User
Select the user from the list.
Select the first account in the list.
Select the Read access
- None
- Restricted
- Unrestricted
Select Confidential Payees if the user is to be able to view confidential payments such as salaries
Select the payment types which the user should be able to enter. If it is not possible to make a particular payment type from the selected account, only the valid payment types can be selected.

Inter Account Transfers
Faster Payments
CHAPS
International
Withdrawal Notices

Select the user in the breadcrumb trail at the top of the screen to return and repeat for all accounts in the list that the user requires access to.

Can a user be set up to approve payments but not view the account information?

If they are to approve payments keyed by others then they must have unrestricted read access which means that they will be able to see balances and transactions on the account.

Can a user be set up to approve payments on a specified account but view balances and transactions and key payments on other accounts?

No, if a user can approve payments then this applies to all the accounts they have access to.

Can a user be set up to authorise their own payments on some accounts but not others?

No, if a user can approve their own payments they will be able to approve their own payments across all the accounts they can key payments on.

Can dual approval of payments be set?

Yes, an administrator can do this by setting a Dual approval threshold

Select User Admin
Select Users
Select the user from the list.
Select User rights
Amend the following
Payment Approval - Dual
- Select Dual for the payment types listed for which the dual approval limits will apply.
Approval Limits - The individual payment value up to which the user can approve with another user
- Dual - Enter the maximum amount that this user can approve with a 2nd user for the payment entry types selected.
By selecting Unlimited next to Inter Account Transfers and Withdrawal Notices these become exempt from the approval limits entered.
To restrict a user from approving a payment type a zero.
Approve Own - Select this if the user is permitted to approve payments that they have keyed themselves
Amend Uploads - Select this if the user is permitted to amend payments that have been uploaded.

Can multiple users have the same profile?

Yes, you can assign the same profile to as many users as you like.

Do all changes to a user have to be dual authorised when the Administrator is set up with dual administration?

No, only if the change is to a limit or is increasing that user's permissions. If the administrator is removing an option then the change does not have to be authorised by a 2nd administrator. Note, if the change is to a limit then the user will not be able to approve any payments until the 2nd administrator has accepted the change.

Does the saved from payee approval limit check the total of the payments in a collated payment list or the individual payment amounts?

The saved from payee approval limit checks the individual payment amounts contained in a payment list, not the total of the list.

How does dual approval of payees work?

As an administrator you may wish to make the creation and amending of payees a process that needs two different users.

Select User Admin
Select a user from the list
Select User Rights
Select Dual Approval for Payee Entry
Select the payment types that you wish dual approval to apply to

With dual approval, when a user has finished creating or editing a payee instead of it immediately becoming available for use, a second user must approve it and then it becomes available for use.

The payee will have a warning triangle by it when the second user views it. By clicking Approve they will activate the payee.

How do I add an address for a user?

You will need to contact the bank who will do this for you.

How do I allocate a permission profile to a user?

Select User Admin
Select Users
Select the user from the list.
Click User Details
Select Amend User.
Click on the profile drop-down box and select the profile from the list.
Select Save to apply.

Where dual administration is set, please ensure the profile has been authorised by a second administrator as the profile is not active until it is approved.

How do I allocate payment approval to a user?

Select User Admin
Select Users
Select the user from the list.
Select User Rights
Amend the following as required:
Payee Entry - Allows a user to save payee details for future use
- Select from Dual and/or Unrestricted for the payment types listed.
Payment Approval - Will allow the user to approve payments of these types
- Select from Dual and/or Unrestricted for the payment types listed for which the approval limits will apply.
Approval Limits - The individual payment value up to which the user can approve
- Unrestricted. Enter the maximum amount that this user can approve on their own for the payment entry types selected.
Approval Limits - The individual payment value up to which the user can approve with another user
- Dual - Enter the maximum amount that this user can approve with a 2nd user for the payment entry types selected.
By selecting Unlimited next to Inter Account Transfers and Withdrawal Notices these become exempt from the approval limits entered.
To restrict a user from approving a payment type a zero.
Approve Own - Select this if the user is permitted to approve payments that they have keyed themselves
Amend Uploads - Select this if the user is permitted to amend payments that have been uploaded.

How do I allocate user rights to a user?

Select User Admin
Select Users
Select the user from the list.
Select the User rights
Amend the following as required:
Payee Entry - Allows a user to save payee details for future use
- Select from Dual and/or Unrestricted for the payment types listed.
Payment Approval - Will allow the user to approve payments of these types
- Select from Dual and/or Unrestricted for the payment types listed for which the approval limits will apply.
Approval Limits - The individual payment value up to which the user can approve
- Unrestricted. Enter the maximum amount that this user can approve on their own for the payment entry types selected.
Approval Limits - The individual payment value up to which the user can approve with another user
- Dual - Enter the maximum amount that this user can approve with a 2nd user for the payment entry types selected.
By selecting Unlimited next to Inter Account Transfers and Withdrawal Notices these become exempt from the approval limits entered.
To restrict a user from approving a payment type a zero.
Approve Own - Select this if the user is permitted to approve payments that they have keyed themselves
Amend Uploads - Select this if the user is permitted to amend payments that have been uploaded.

How do I amend account permissions for a user?

Select User Admin
Select User
Select the user from the list.
Select the first account in the list.
Select the Read access
- None
- Restricted
- Unrestricted
Select Confidential Payees if the user is to be able to view Confidential payments such as salaries
Select the payment types which the user should be able to enter. If it is not possible to make a particular payment type from the selected account, only the valid payment types can be selected.

Inter Account Transfers
Faster Payments
CHAPS
International
Withdrawal Notices

Select the user in the breadcrumb trail at the top of the screen to return and repeat for all accounts in the list that the user requires access to.

How do I amend a user that has a permission profile?

It is not possible to amend a user that has a permission profile. However, it is possible to amend the profile linked to that user to "no profile". All the existing account permissions and user rights will remain and any amendments can then be made to this particular user as required.

Alternatively, the profile linked to the user can be amended but this will also change any users that also have that profile.

An administrator should not have a permission profile as it restricts the ability to add additional accounts if required.

Where dual administration is set, amendments must be approved by another administrator before the changes take effect.

How do I amend user rights for a user?

Select User Admin
Select Users
Select the user from the list.
Select User Rights
Amend the following as required:
Payee Entry - Allows a user to save payee details for future use
- Select from Dual and/or Unrestricted for the payment types listed.
Payment Approval - Will allow the user to approve payments of these types
- Select from Dual and/or Unrestricted for the payment types listed for which the approval limits will apply.
Approval Limits - The individual payment value up to which the user can approve
- Unrestricted. Enter the maximum amount that this user can approve on their own for the payment entry types selected.
Approval Limits - The individual payment value up to which the user can approve with another user
- Dual - Enter the maximum amount that this user can approve with a 2nd user for the payment entry types selected.
By selecting Unlimited next to Inter Account Transfers and Notice Withdrawals these become exempt from the approval limits entered.
To restrict a user from approving a payment type enter a zero.
Approve Own - Select this if the user is permitted to approve payments that they have keyed themselves
Amend Uploads - Select this if the user is permitted to amend payments that have been uploaded.

How do I block a user?

Select User Admin
Select Users
Select the user from the list.
Click User Details
Select Block User.
Enter a reason.
Select Confirm.

How do I create an Administrator?

To create an administrator, complete the Create/Amend Administrator form (excludes Trusts and Private clients). Once the administrator has been created, they can allocate or change their own permissions or this can be done by another administrator. The service supports both dual and single administration.

How do I create a new user?

To create a new user

Select User Admin
Select Users
Select New User
Enter the user details, if a username is not specified then one will be allocated automatically. When selecting the address, if the required address is not available please contact your banker who will arrange for it to be added.
Enter a mobile phone number and e-mail address, this is mandatory if CouttsID is selected below
Select the Authentication method
- Smartcard and reader – a card and reader will be used to login and to authorise payments to new payees and other changes if applicable
- CouttsID – a message will be sent to the users smartphone to confirm login and to authorise payments to new payees and other changes if applicable - If selected mobile will automatically be allocated below
Select optional features of
- Mobile – register to use the mobile app
- CouttsID – option to enrol to use CouttsID at a later time, until then, the card and reader will be the authentication method.
Leave the profile as No Profile
Select the Logout Timeout
Select Save

If dual administration applies, the creation of the new user will have to be approved by another administrator. If you are an unrestricted administrator the new user should be authorised now, however you may choose to Authorise Later.

To authorise with your card and reader
- Insert your card into the card reader and press Respond
- Enter the card PIN and press OK
- Enter the security code shown below and press OK
- Your authorisation number is now displayed. Enter this number into the authorisation number box and select the AUTHORISE button on the screen.
To authorise with CouttsID
- Ensure you have your enrolled mobile phone
- Select Authorise with CouttsID
- A message will be received on the registered device
- Press Authorise to authorise the changes or Reject to authorise later.

The user has been created, will be blocked. If you selected card and reader as the authentication method:

Select Smartcard and reader for Order type and click Confirm.

The new card and reader will be sent to you and the PIN sent to the user within the next 5 working days. Once these have been received, an administrator will need to unblock the user before they can login for the first time. Users should only be unblocked once they have received both their card and PIN.

For users enrolled with CouttsID they will need to download the Coutts Mobile app in preparation to use their temporary password for CouttsID.

Please be aware that the temporary password has a short validity period so the user must be available to use the password when it is generated.

The ! icon denotes that the change requires authorisation or further approval by another administrator if dual administration applies.

To authorise a change

Click on the ! to drill down to the level that needs approving
Check the changes
Select Authorise Amendments or Reject Changes

You will now need to choose the accounts this user can view and make payments from as well as assigning limits if the user is to approve payments. This is done by customising the user's permissions. Please note, you will need to complete these steps before the user is able to make any payments or transfers, refer to the Administrators Guide for details.

How do I delete an Administrator?

To remove an administrator you need to complete the Delete Administrator form.

If you are a Trust, please refer to the Digital Helpdesk for guidance.

How do I delete a user?

Select User Admin
Select Users
Select the user from the list
Click on User details
Select Delete User
Select Delete User
Select OK

If the user you wish to delete is also an administrator then please complete the Delete Administrator Form (excludes Trusts)

How do I make changes to the Administrator?

Complete the Create / Amend Administrator form to create a new Coutts Online administrator or make changes to an existing one (excludes Trusts and Private clients).

How do I order a replacement smartcard for a user?

Select User Admin
Select Users
Select the user from the list
Click on User Details
Select Block Smartcard first to invalidate the old card.
Select Confirm.
Select Smartcard order
Click on the drop down box and select the order type.
Select Confirm.

The user will not be able to login until the new card and PIN is received which should be within 5 working days.

How do I re-instate a user who entered their PIN / password incorrectly?

This is not possible. An administrator will have to order the user a replacement smartcard.

How do I remove dual administration for one or more users?

Please complete the Create / Amend Administrator form (excludes Trusts).

How do I review changes made by another Administrator?

Changes made by another administrator requiring approval will be indicated by the icon ! and will not come into effect until approved. When reviewing the changes made by other administrators the options to accept or reject the changes are available. Any removal of permissions will take effect immediately and do not require dual authorisation. An amendment made to a users approval limit will result in the limit being fixed at zero until the amendment is authorised.

How do I set any newly created or edited payees to require checking by a second user before they can be used?

Select User Admin
Select Users
Select the user from the list.
Select User Rights
Amend the following as required:
Payee Entry - Allows a user to save payee details for future use
Select Dual for the payment types listed.

All new or amended payees saved by this user will require checking by another user that can also save payee details before they can be used for payments.

How do I set payment approval limits?

Select User Admin
Select Users
Select the user from the list.
Select User Rights
Amend the following as required:
Payment Approval - Will allow the user to approve payments of these types
- Select from Dual and/or Unrestricted for the payment types listed for which the approval limits will apply.
Approval Limits - The individual payment value up to which the user can approve
- Unrestricted. Enter the maximum amount that this user can approve on their own for the payment entry types selected.
Approval Limits - The individual payment value up to which the user can approve with another user
- Dual - Enter the maximum amount that this user can approve with a 2nd user for the payment entry types selected.
By selecting Unlimited next to Inter Account Transfers and Notice Withdrawals these become exempt from the approval limits entered.
To restrict a user from approving a payment type a zero.
Approve Own - Select this if the user is permitted to approve payments that they have keyed themselves
Amend Uploads - Select this if the user is permitted to amend payments that have been uploaded.

How do I unblock a user?

Select Users from User Admin.
Select the user from the list.
Click on User details
Select Unblock User.
Enter a reason.
Select Confirm.

How many Administrators should we have?

As the Administrator role is central to how you use Online banking, we strongly recommend that you have more than one administrator, so that you always have a backup.

Where you choose to use dual administration, we strongly advise that you have at least three Administrators.

Is there a limit on the amount I can send as an IAT??

No, the only restriction is the amount of available funds in your account, and any approval limits that may have to be taken into account.

Is the username case-sensitive?

No, it is not case-sensitive but only alpha-numeric characters should be used.

What is a username?

This is the name users use to login to the service and should only contain alpha-numeric characters

What is ?dual administration??

This is a security measure that allows you to specify if the approval of two administrators is required when making approval limit changes or any increases to user permissions in the User Admin section. Dual administration is set on individual users so it is possible to have some administrators that operate under single administration and others that operate under dual.

Where dual administration is on, we recommend you have at least three administrators, so that you have back-up if one administrator is not available.

What is ?dual approval' of payments??

Two users with approval permissions have to approve a payment before it is processed.

Where can I find training materials to help me get started with the Administrator responsibilities?

Access the administrator guide which provides step-by-step instructions on administration.

Why does a user who can only key payments have to see the balances?

Users who can make payments have to be able to see the balance of the debit account so they can check that funds are available before confirming the payment.