General

Can I set up an alert for my credit card

Yes, you can set up a balance and transactions alert for your credit card

How can I activate my suspended alerts?

To activate an alert

Select Services
Select Alerts
Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Leave the Destination as unchanged
Amend the status to Active
Choose the alerts you wish to activate by selecting the alert name box to select all, or the box by the side of the alert to change an individual alert
Select OK
Select Confirm or Cancel to return to the previous screen.

How can I stop alerts from coming through late at night

You cannot control the time that an instant alert is generated as these are real time and, therefore, sent as a balance limit is reached or a transaction over the set amount is processed. However, most smartphones operate a 'do not disturb' option which allows you to specify the times during which you will receive texts or e-mails but silently. Please refer to your service provider for information.

How do I amend an alert?

We must hold the most up to date mobile number or e-mail address for you which should be updated in the Contact Details before being used for an alert.

To amend an alert:

Select Services
Select Alerts
Select the alert you wish to amend
Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Make the required changes
Select Next
Select Confirm or Cancel to return to the previous screen

How do I create an alert?

To create an alert, we must hold contact details for you such as a mobile number or e-mail address. If no contact details are held for you, select the Contact Details to update the information. If contact details are held follow the steps below to set up an alert

Select Services
Select Alerts
Select New Alert
Enter Alert Name
Select the Type of alert
If you choose Account balance, choose the Delivery time and Delivery days you wish to receive the alert
If you chose Balance and transaction limits select whether you want to receive an alert when your balance is above or below the limits or when debits or credits above the set amount are processed. Then enter the limits you wish to apply. You do not have to select all options.
Select Message Received if you would like to be notified when a new message is sent to you
If you select Document Received, Choose the documents for which you wish to receive an alert for and, unless you selected All Document, choose the accounts you wish to receive the notification on when a new document is received Online
Select the Account you wish to receive the balance and transaction limits or the account balance alert on
Choose Send to either a mobile phone number or e-mail address and select the correct number or e-mail address from the list
Choose the Validity of the alert, either until further notice or until the date entered using the calendar.
Select Next
Select Confirm to create the alert or Back to return to the previous screen

How do I delete an alert?

To delete an alert

Select Services
Select Alerts
Select the alert you wish to delete
Select Delete (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select Confirm or Cancel to return to the previous screen

How do I delete multiple alerts?

To delete more than one alert

Select Services
Select Alerts
Select Delete (When viewed on a mobile device, ‘More options’ will need to be selected first)
Choose the alerts you wish to delete by selecting the Alert name box to select all or the box by the side of the alert to delete individual alerts.
Select OK
Select Confirm or Cancel to return to the previous screen

How do I re-activate a suspended alert?

To activate a single alert

Select Services
Select Alerts
Select the alert you wish to activate
Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Change the Status from suspended to active
Select Next
Select Confirm or Cancel to return to the previous screen

How do I suspend an alert?

To suspend an alert

Select Services
Select Alerts
Select the alert you wish to suspend
Select Suspend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select Confirm or Cancel to return to the previous screen

I am going on holiday and do not wish to receive text messages abroad. What can I do?

If you temporarily do not wish to receive alerts you can suspend them and then activate them when you wish to start to receive them once more. To suspend an alert:

Select Services
Select Alerts
Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Leave the Destination as unchanged
Amend the status to Suspended
Choose the alerts you wish to suspend by selecting the alert name box to select all, or the box by the side of the alert to change an individual alert.
Select OK
Select Confirm or Cancel to return to the previous screen

I am unable to view my e-mail alerts on my Blackberry

Please refer to your service provider

I am unable to view the images in the e-mail alerts on my Blackberry

Click the Blackberry button on your phone once the mail is open and click download images.

I have changed my email address, how can I update all alerts?

If your e-mail address has changed, you must first update your contact details. If you amend the e-mail address that is used for alerts, you will be advised that the new address will automatically be used instead and therefore, if you wish the new address to be used for all alerts, you do not need to make any further changes. However, you have the option to suspend active alerts that use the old address and then you can follow the steps below to update the alert e-mail address

To update an e-mail address for suspended alerts:

Select Services
Select Alerts
Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Change Status to Active
Select the alerts that you wish to activate or check the top box to select them all.
Select OK and Confirm

To change the e-mail address for the alerts

Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select the Destination of Amend Alert Destination
Select Send to as E-mail Address and select the one you wish to use
Amend the Validity if required
Leave the Status of unchanged
Choose the alerts you wish to amend by selecting the alert name box to select all, or the box by the side of the alert to change an individual alerts.
Select OK
Select Confirm or Cancel to return to the previous screen

I have changed my mobile phone number, how do I update my alerts?

If your mobile number has changed, you must first update your contact details. If you amend the mobile number that is used for alerts, you will be advised that the new number will automatically be used instead and therefore, if you wish the new number to be used for all alerts, you do not need to make any other changes. However, you have the option to suspend active alerts that use the old number and then you can follow the steps below to update the alert mobile number

To update a mobile number for all alerts:

Select Services
Select Alerts
Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Change Status to Active
Select the alerts that you wish to activate or check the top box to select them all.
Select OK and Confirm

To change the mobile number for the alerts:

Select Amend (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select the Destination of Amend Alert Destination
Select Send to as Mobile Phone Number and select the number you wish to use
Amend the Validity if required
Leave the Status of unchanged
Choose the alerts you wish to amend by selecting the alert name box to select all, or the box by the side of the alert to change individual alerts.
Select OK

Select Confirm or Cancel to return to the previous screen

I?ve not received an email alert, what should I do?

If you are not receiving your alerts, check that they are still active

Select Services
Select Alerts

Here you will then see a list of your active alerts. You can check the details by selecting the alert you wish to view.

Ensure your email address is up to date.
Please check your spam/junk folder, in case your email provider has identified the email alert as spam.
Check with your email provider, as the emails may be in a blocked addresses list, our emails are sent from alerts@coutts.com. If you require further assistance, please contact the Coutts Digital Helpdesk +44 (0)20 7770 0000.

I?ve not received my alerts, what should I do?

If you are not receiving your alerts, check that your alerts are still active and that the email address or mobile number is still valid. To view your alerts:

Select Services
Select Alerts
A list of the alerts will be displayed and you can view the full details by clicking on them individually.

If the details are incorrect you can update your contact details.

If the alerts are active and the contact details are correct please call the Coutts Digital Helpdesk +44 (0)20 7770 0000 who will be able to assist you further.

My mobile details are correct but I have not received a text alert. Why?

There are a number of reasons which may explain why you have not received a text alert.

Network problems
Out of coverage
Phone turned off or full (i.e. no space for messages)
Phone number no longer active
You have not provided a valid UK mobile number
Another possible reason is that your account may not have been in a status that would trigger an instant alert.

For further assistance, please contact the Coutts Digital Helpdesk +44 (0)20 7770 0000.

What happens if an alert is not delivered?

We can't guarantee that you'll definitely receive an alert.

They may be delayed or prevented by factors affecting your mobile phone network service provider, email provider or other events outside our control. We cannot resend any alerts which are undelivered.

What is an alert?

An alert is a notification either by text or e-mail message. An alert can be set to advise you of when your balance has reached your chosen upper or lower limit, when transactions over a set amount have been posted to your account or your daily balance together with the last 3 transactions. You are also able to create alerts to let you know when a message from the bank has been received or when new documents, such as statements, are available to view online.

When will I recieve my alerts?

You will receive your alerts at different times throughout the day depending on the type of alert you have selected.

Balance & transaction limits alerts - these alerts will be received instantly as the limits set are reached which could be any time day or night.

Account balance alerts - these alerts will be sent at a time and date set by you.

Statement/document received alert - these alerts will be sent by 10.00 pm on the day your statement or document is ready for viewing in Coutts Online. If the statement or document is received after this time, the alert will be sent at 8.00 am the following day.

Why do I have to login to the online service to see the full payment details from a text alert?

Due to the restriction with space, beneficiary and payee details cannot be shown in a text alert but this information is available in an e-mail alert or by logging in to the online service.