General

As a commercial user, can I delete an e-mail address held in online?

As a commercial user or a private client with an administrator, you can delete the e-mail address held in Online.

Select Services
Select Contact Details
Select the e-mail address you wish to delete and select Delete This E-Mail. .
The details of the e-mail address are displayed, select Confirm

This will only update Online and will not change the main bank records.

As a commercial user how do I update my mobile number held in online?

As a Commercial user or a private client with an administrator, you can update your online mobile number.Select Services

Select Contact Details

To change an existing number, simply select the number you wish to change, update the information with the new details and select Next

This will only update Online and will not change the main bank records.

Can I change my address online?

If you are a private client you can update your addresses

Select Services
Select Contact Details and Addresses
Select the address to be changed
Select Change This Address
Select UK Address and enter the Post Code

Select the Correct Address from the Address for Postcode list and enter the Country

or select Address Abroad
- Select the Country and enter the delivery address details
Select Show Additional Fields if you with to enter additional information such as Strictly Private and Confidential, Attention of or additional address information such as a PO Box
Select Next
The Confirm Change of Address will display any current mailings, address uses such as residence and credit and charge cards that are linked to the old address so you can select to apply the new address.
Select Next
To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

The icon indicates that the changes are pending and have not yet been authorised or that a change to the contact information has been made and is being updated by the bank. We will notify you once the changes have been updated.

Can I delete a landline number the bank holds for me?

If you are a private client you can delete the landline number we hold for you.

Select Services
Select Contact Details and Addresses
To remove a landline number select the one you wish to delete and select Delete This Landline Number.
The details of the number are displayed, select Confirm

To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

Can I delete a mobile number the bank holds for me?

If you are a private client you can delete the mobile number we hold for you.

Select Services
Select Contact Details and Addresses
Select the one you wish to delete and select Delete This Mobile. .
The details of the number are displayed, select Confirm

To authorise with a card and reader

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made. .

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

Can I delete an e-mail address the bank holds for me?

If you are a private client you can delete the e-mail address we hold for you.

Select Services
Select Contact Details and Addresses
To remove an e-mail address select the one you wish to delete and select Delete This E-Mail. .
The details of the e-mail address are displayed, select Confirm

To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

Can I see which statements or other products are sent to an address?

To see which products are sent to an address

Select Services
Select Contact Details and Addresses
Select the address with the mailing icon
Select Mailings
Select the icon next to the related account or investment
The account or investment products that are sent to this address are listed

Can I update my contact details and addresses online?

If you are a private client you can update your addresses, mobile and landline telephone numbers that we hold for you as well as your e-mail address.

Select Services
Select Contact Details and Addresses

To update an existing mobile number select the one you wish to change and amend the details or to add a new mobile number select Add New and follow the steps below

Select an International dialling code from the list, United Kingdom is at the top
Enter your mobile number without the first 0
Indicate whether this is your Personal or Work number or select Other
A preferred mobile number must be chosen, select if you wish to set this number as your main mobile number that we should contact you on, this will also be the number used for CouttsID, Coutts Mobile and SMS notifications
Enter any additional information
Select Next
To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

On the main Contact Details and Addresses screen, the icon indicates that the changes are pending and have not yet been authorised or that a change to the contact information has been made and is being updated by the bank. We will notify you once the changes have been updated.

To update an existing email address select one you wish to change and amend the details or select Add New and follow the steps below

Enter your e-mail address
Indicate whether this is your Personal or Work e-mail or select Other
A preferred e-mail address must be chosen, select if you wish to set this e-mail address as your main address, this will be used for temporary passwords for CouttsID. We will still contact you using your preferred mobile number if one is available. Enter any additional information
Select Next
To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change. Enter the password you use to login. A CouttsID message will be sent your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

To update an existing landline select one you wish to change and amend the details or select Add New and follow the steps below

Select an International dialling code from the list, United Kingdom is at the top
Enter your telephone number including the area code
Indicate whether this is your Home, Personal or Work number or select Other
A preferred landline number must be chosen, select if you wish to set this number as your main landline telephone number. We will still contact you using your preferred mobile number if one is available. Enter any additional information such as 'Cornwall cottage'
Select Next
To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

To change an existing address

Select the address to be changed
Select Change This Address
Select UK Address and enter the Post Code
- Select the Correct Address from the Address for Postcode list and enter the County
or select Address Abroad
- Select the Country and enter the delivery address details
Select Show Additional Fields if you with to enter additional information such as Strictly Private and Confidential, Attention of or additional address information such as a PO Box
Select Next
The Confirm Change of Address will display any current mailings, address uses such as residence and credit and charge cards that are linked to the old address so you can select to apply the new address.
Select Next
To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password that you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

Can I update my e-mail address that the bank holds for me?

If you are a private client you can update the e-mail address that we hold for you.

Select Services
Select Contact Details and Addresses

To update an existing e-mail address select one you wish to change and amend the details or select Add New and follow the steps below.

Enter your e-mail address
Indicate whether this is your Personal or Work e-mail or select Other
A preferred e-mail address must be chosen, select if you wish to set this e-mail address as your main address. We will still contact you using your preferred mobile number if one is available. Enter any additional information
Select Next

To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

Can I update my landline number that the bank holds for me?

If you are a private client you can update the landline telephone numbers that we hold for you.

Select Services
Select Contact Details and Addresses

To update an existing number select one you wish to change and amend the details or select Add New and follow the steps below to add a new landline number

Select an International dialling code from the list, United Kingdom is at the top
Enter your telephone number including the area code without the first 0
Indicate whether this is your Home, Personal or Work number or select Other
Choose if you wish to set this number as the main landline telephone number that we should contact you on
Enter any additional information such as 'Cornwall cottage'
Select Next

To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

Can I update the mobile number the bank holds for me?

If you are a private client you can update the mobile number we hold for you.

Select Services
Select Contact Details and Addresses

To update an existing mobile number select one you wish to change and amend the details or select Add New and follow the steps below.

Select an International dialling code from the list, United Kingdom is at the top
Enter the mobile number without the first 0
Indicate whether this is your Personal or Work number or select Other
A preferred mobile number must be chosen, select if you wish to set this number as the main mobile number that we should contact you on and the one that you would use for CouttsID and Coutts mobile. Enter any additional information
Select Next
To authorise the updates listed under the authorisation changes with your card and reader.
Select How to Authorise the Changes with Your Card and Reader to view the steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand:

Select the item you have changed and select Next

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.

Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

The icon indicates that the changes are pending and have not yet been authorised and or that a change to the contact information has been made and is being updated by the bank. We will notify you once the changes have been updated.

Can I view my contact details?

If you are a private client you can view the addresses, e-mail addresses, mobile and landline numbers the bank has for you.

Select Services
Select Contact Details and Addresses

The icons indicate the status of the information.

How do I amend my default e-mail address or mobile number?

Select your Username in the right hand corner of the screen
Enter the new mobile number as follows: +(international dialling code)(mobile number without spaces or leading 0). Example +447700900384 and /or the new e-mail address
Select Save

Any alerts that were set to be sent to the old default mobile number or e-mail address will be amended and sent to the new defaults

If you use Coutts Mobile you will have to change your mobile number using the Coutts Mobile link and re-register for the service.

How do I authorise multiple contact detail changes?

Multiple contact detail changes can be authorised by the main Authorise button on the top right-hand side of the Contact Details and Addresses page. Alternatively, when authorising any individual contact detail or address change (where there are pending changes) all pending authorisations will be grouped together and the summary will be seen.

To authorise any changes that have been made to your contact details with your card and reader.

Either select Authorise on the main Contact Details and Addresses screen or select the details being changed and select Next
The changes to be authosied are listed.
To authorise with your card and reader
- Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.
To authorise with CouttsID
- Either select Authorise on the main Contact Details and Addresses screen or select the details being changed and select Next
- The list of multiple changes is stated in the top section of the authorisation screen, select Authorise with CouttsID, enter the password you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, The message will state the number of changes requested to be authorised
- Select Authorise on the message received

The changes are now approved and a message will be displayed on your desktop screen advising this.

How do I authorise the changes to my contact details that I made?

To authorise any changes that have been made to your contact details

Select the Authorise button
Under the List of authorisation changes you will see those that are to be authorised.

To authorise changes with a card and reader

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand:

Select the item you have changed and select Next
Select Authorise with CouttsID to authorise the change, enter the password that you use to log in to Coutts Online and a message will be sent to your mobile device. You will need to open the app to view the message, which can be completed by selecting the notification received.
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

The changes are now pending and we will notify you once the updates have been made.

How do I delete an old address?

If you are a private client you can delete an address we hold for you. To remove an address it must not be your residential address nor should it be used for any mailing.

Select Services
Select Contact Details and Addresses
Select the address you wish to delete and select Delete This Address
The details of the address are displayed, select Next

To authorise the updates listed under the authorisation changes with your card and reader.

Select How to Authorise the Changes with Your Card and Reader to reveal the authorisation steps or select Authorise Later if you have further changes and wish to authorise the updates once all the changes have been made.

To authorise changes using CouttsID ensure you have your CouttsID enrolled mobile to hand

Select Authorise with CouttsID to authorise the change, enter the password you use to log in to Coutts Online and a message will be sent your mobile device. You will need to open the app to view the message
Select Authorise on the message received. The change is now approved and a message will be displayed on your desktop screen advising this.

You are unable to see an option to delete the address you can call the Coutts 24 on +44 (0)207 957 2424 24 hours a day, 7 days a week.

How do I register an additional address?

If you have an additional address you wish to register with the bank, please send a online message to Coutts24 who will be happy to assist you. You may receive a call back as confirmation.

What contact details can I update?

If you are a private client you can update your addresses, e-mail addresses, landline and mobile phone numbers that we hold for you which means that these contact details can be kept up to date easily. For security, the changes will have to be authorised using your card and reader or CouttsID.

If you are a Commercial user or a Private client who has an administrator, you can still update your e-mail and mobile numbers however, they will not update the bank records but can be used for alerts.