General

Can I access the service from any computer?

Yes, you can access the service from any computer, tablet or smartphone with an up-to-date internet browser. You can also access the service using our app, which can be downloaded from the App Store for Apple devices, or Google Play for Android devices.

We recommend keeping your browser updated to benefit from the latest security protection and to ensure the service works in the way it is intended.

Although most browsers can be used to access our service, we formally support the two latest versions of the following browsers:

Internet Explorer (PC only)
Mozilla Firefox (PC only)
Google Chrome (PC only)
Safari (MAC only)

We do not recommend or support beta or trial versions of any browsers.

Your browser must be enabled to support the use of cookies.

Adobe Acrobat Reader® is required to view some documents within the service. If you do not have the Reader tool installed already, it is available as a download from Adobe's website.

How do I add another account to an existing third party?s online access?

If your PA or accountant already has access to your accounts online, and you open another account, you can arrange for the third party to be given access to the new account by either contacting the Digital Helpdesk +44(0)20 7770 0000 or your Banker. If the third party currently has read only access but you require them to make payments on the new account, then an application form may be required.

How do I contact the Digital Helpdesk?

You can contact the Coutts Digital Helpdesk 24 hours a day, 7 days a week on +44 (0)20 7770 0000.

Please note Coutts 24 will never contact you by email. Should you receive an email from Coutts 24, please contact us on the above number.

For more information about staying safe online, please visit our Security Centre.

How do I print a payment confirmation?

Select the payment you wish to print.

Choose Save as PDF, this generates the PDF
Select Open and print

How do I print information from Online banking?

You can print from most screens by selecting Save as PDF which generates a report and which can then be opened and printed.

How do I print my account transactions?

To print your account transactions select Save as PDF which will generate a PDF copy which can then be opened and printed.

I am a commercial client. What should I do if my card reader is lost, damaged or stolen?

There is no risk to you losing your card reader as it does not identify you in any way. Your administrator will be able to order you a replacement.

I am a commercial client. Which accounts are available on the service?

All accounts requested on the application form will be available for any administrator's to view in the service. It will also be possible to request nominated third party accounts.

I am a private client. What should I do if my card reader is lost, damaged or stolen?

There is no risk to you losing your card reader as it does not identify you in any way. To arrange a replacement card reader please contact the Coutts Digital Helpdesk +44 (0)20 7770 0000.

I am a private client. Which accounts are available on the service?

We’ll make sure that all of your accounts are available to view when we set you up on the service. You can see accounts that are held in your sole name or joint accounts where you are a named account holder or where you are a nominated third party.

What are the Coutts online terms?

Here are the Online Service Terms.

What are the online charges?

*If you’re sending money anywhere in the EEA (including the UK), the only permitted charging option for that payment will be Shared Charges. Shared Charges means you pay for the charges levied by Coutts and the beneficiary pays any charges levied by the beneficiary bank for receipt of the funds (a Payment Delivery Charge). If you are sending money outside the EEA then you may pay the Payment Delivery Charge to ensure the beneficiary receives the specific amount required.

The charges quoted above may be subject to currency conversion where applicable. Please note in some cases, outside of an EU/EEA Member State, Switzerland, Monaco or San Marino where it’s local banking practice, the intermediary and/or beneficiary bank may deduct their fee(s) from the payment in any event.

Understanding our foreign exchange rates

When you make transactions that involve foreign exchange in Coutts Online, the exchange rate you receive factors in the following:

Coutts Treasury Services acts as the principal price maker for client transactions
The foreign exchange rate is determined by reference to wholesale interbank quotes sourced from Reuters/Bloomberg quoted as bid/ask
We incorporate a spread to the wholesale interbank quote, which is added to or subtracted from the exchange rate, depending on whether you are buying or selling the foreign currency. This spread is variable and is determined by a range of factors including the transaction type, size, currencies, market conditions and the overall cost of undertaking the transaction.

Payments to Jordan

A payment purpose code is required for all payments made to/from Jordan. Download the Central Bank of Jordan payment purpose codes (PDF 456 KB).

What do I do if I am not receiving CouttsID messages?

Please check the settings on your mobile to make sure you have enabled Push notifications for the Coutts app. The phone must also have mobile data signal or Wi-Fi connection in order for the push messages to be received. If this does not resolve the issue please contact the Digital helpdesk +44 (0)20 7770 0000 who will investigate.

What happens if I change my mobile number to a new number?

Changing a mobile number will not affect your CouttsID access, however you should ensure that you update your Contact details online so that future activation codes or SMS notifications are sent to the correct number. This will always be the mobile number marked as preferred.

What happens if I lose my mobile phone?

If you lose your mobile phone which is enrolled for CouttsID then please call the Coutts Digital Helpdesk +44 (0)20 7770 0000 who can de-enrol this device from CouttsID.

When is the Online banking service available?

Coutts Online is available 24 hours a day, seven days a week.

Which browsers will give me the best online experience?

For the best and most secure experience, you should use the most recently released version of your preferred browser.

If you use an older version of any browser, your online experience may be affected.

To update your browser, you can find links to the most popular browsers for PCs below:

Who should I call if i?m having problems using Online banking?

You can call the Coutts Digital Helpdesk on +44 (0)20 7770 0000 24 hours a day, 7 days a week.

Why does the service time out after 5 minutes?

This is a security measure designed to stop unauthorised users from accessing the system if you leave your workstation without logging off.

NEVER walk away from your PC leaving the service logged in and personal information on display.

Why is the bank no longer offering Rapport?

We are constantly adapting the way we keep your account and data safe online. This means keeping you secure no matter how you wish to interact with us. As we see more and more of our clients using their mobiles and apps to meet their digital banking needs, the use of Rapport has reduced significantly. Knowing this changes our approach.

Our continued investment in fraud prevention tools help better detect fraudulent activity and keep you safe whilst you bank with us online and via our mobile app.

What will change?

As part of our new approach, from 1 February 2019 our webpages will be removed from Rapport’s enhanced protection list and the Rapport icon in your browser will remain grey when you visit our webpages. Rapport will remain on your machine and will continue to offer protection from some kinds of malware on any websites you have manually added. Any other company using IBM Trusteer will still support Rapport’s version of enhanced protection.

Unless you bank with another financial institution which offers Rapport, we suggest that you uninstall it, as per guidance the below.

If Rapport is no longer being offered what level of security is being provided for online transactions?

The security and fraud prevention technologies we now use provide a higher and far broader level of protection to our clients across the range of devices used to access digital services. To ensure that this is not compromised, we are unable to share details of these.

As we continue to evolve the way we protect our clients online, we may introduce new tools that enhance the broad protection already offered.

How best should I protect myself online?

If you need any further guidance on how to protect yourself online, please review our Security Centre.

Does this affect my rights or terms & conditions?

This change does not impact your rights or terms & conditions.