General

Are my messages secure?

Any messages or attachments sent via Coutts Online are secure and do not need any further encryption.

Are there any types of messages that I must not send?

Messages that contain any of the following must not be sent

Time or rate sensitive instructions such as payment requests
Your passwords, PINs, login IDs
Your security information e.g., answers to telephony identification questions
Credit and debit card numbers, PIN’s and CVC numbers

The message must not be longer than 4000 characters and attachments not larger than 10mb and we ask that you do not send requests to the Bank for information that is already available to you in Coutts Online.

Can I delete my folders?

You can delete your folders

Select the relevant folder
Select Delete folder (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select Confirm to delete the folder
Select OK

If there are messages contained in the folder you will be advised of how many and they will be moved to the deleted folder.

Can I rename my folders?

It is possible to rename folders. To do so:

Select the relevant folder from the Folder drop down box
Select Rename folder (When viewed on a mobile device, ‘More options’ will need to be selected first)
Enter the required Folder name
Select OK

Can I rename my message folders?

It is possible to rename folders. To do so:

Select the relevant folder from the Folder drop down box
Select Rename folder (When viewed on a mobile device, ‘More options’ will need to be selected first)
Enter the required Folder name
Select OK

Can I send an attachment to any of the listed recipients in a new message?

It is possible to send attachments to your Banker, Wealth Manager, Portfolio Manager, Digital Helpdesk, Coutts24 or the Composite Helpdesk.

Can I send and receive messages using mobile banking app?

Once Messaging has been activated on your desktop you will automatically have the option to send and receive messages through mobile banking.

Can you resend a message alert?

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 returned to us undelivered.

Do I have to complete the subject field for my message

It is important that the message is given a title, otherwise it will not be delivered

How do I archive a message?

To move an individual message to the archive folder

Select the message
Select Move Message (When viewed on a mobile device, ‘More options’ will need to be selected first)
Choose the archive folder from the list
Select OK

To move multiple messages to the archive folder

Select Move Message (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select the archive folder from the drop down box
Select the messages that you wish to move to the archive folder
Select Move Message

How do I create a new folder for my messages?

To create a new folder for your messages

Select Messages
Select New Folder (When viewed on a mobile device, ‘More options’ will need to be selected first)
Enter a name for the folder
Select OK

The new folder will show as an option at the top of the screen. You can create up to 4 new folders

How do I delete a folder using mobile?

To delete a folder

Select the relevant folder
Select Delete folder (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select Confirm to delete the folder
Select OK

If there are messages contained in the folder you will be advised of how many and they will be moved to the deleted folder.

How do I delete a message?

To delete an individual message

Select Services
Select Messages
Select Delete Message (When viewed on a mobile device, ‘More options’ will need to be selected first)

The message will now be moved to the deleted folder

How do I delete multiple messages?

To delete multiple messages

Select Delete Message (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select the messages that you wish to delete
Select Delete Message

The messages will be moved to the deleted folder.

How do I know if I have any unread messages?

The messages overview page will show your inbox and include any unread messages which will be identified with an unopened envelope next to it. If you have any unread messages there will also be a number in the envelope at the top of the screen which is clearly displayed at all times.

We also recommend that you set a new message alert so that you are advised that a message has been delivered to you and is available to be viewed on Coutts Online

How do I move multiple messages to a folder?

To move multiple messages to a folder

Select Messages
Select the Move Message (When viewed on a mobile device, ‘More options’ will need to be selected first)
Select the folder from the drop down that you wish to move the messages to
Select the messages that you wish to move
Select Move Message

How do I read a message?

To read a message

Select Services
Select Messages, received messages will show here and unread messages will have a closed envelope next to them
Click on the message you would like to read

How do I read an attachment in a message?

To read an attachment in a message

Select Services
Select Messages, any received messages will show here and unread messages will have a closed envelope next to them
Select the message you would like to read and double click on the attachment at the bottom of the screen

How do I send a message?

To send a message

Select Services
Select Messages
Select New Message
Select the recipient from the list available in the drop down box
Enter a subject name
Enter your message
If you wish to attach a file to the message, Select Choose File, locate the file you wish to attach and double click
Select Send

How do I send an attachment with a message?

To send an attachment with your message

Select Services
Select Messages
Select New Message
Select the recipient from the list available in the drop down box
Enter a subject name
Enter your message
Select Choose File to locate the document you would like to attach and double click
Select Send

How do I set an alert to advise me when a new message is received?

Select Messages
Select the Message Alert
Enter an alert name
Select Message received as the type of alert
Delivery will be On receipt
Choose if you would like the alert by text to a mobile phone or by email
Enter or select the appropriate mobile number or email address, if you require both it will be necessary to create two alerts, one for each
Select the validity of the alert
Select Next
Select Confirm

How do I view a message that I have sent?

Messages that have already been sent can be viewed from the sent folder, unless you have moved them for storage purposes.

To view a sent message

Select Services
Select Messages
Select Sent from the drop down box
All sent messages will be displayed in a list
Select the message you wish to view

How long can a message be?

The maximum number of characters in a messages is 4000 which includes the message trail, so if you and the recipient are replying to the same message each time, this limit can easily be reached.

As an alternative you should create a new message or if the information is very detailed, consider creating a word document and adding it as an attachment, the maximum attachment size is 10 MB.

How long will it be before Coutts24 replies to my online message?

Coutts24 will reply to online messages within 24 hours of the message being received.

How long will it be before the Digital Helpdesk replies to my online message?

The Digital Helpdesk will reply to online messages within 24 hours of the message being received.

How many personal folders can I create?

It is possible to create up to 4 personal folders

I have received a message but i?ve not received my email alert, what should I do?

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

Select Services
Select Alerts where you will see a list of your active alerts
Select the alert you wish to view to check the details

Ensure your email address is up to date. You may also 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.

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

I have received a message, my mobile details are correct but I did not receive 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

What if my regular contact doesn?t appear in my list of recipients? - how can I add additional recipients?

Adding additional recipients currently isn’t possible, although if you request that the contact sends you an Online message you can then keep that message and reply to it when necessary.

What is the messaging service?

Messaging gives you the ability to use Coutts Online to send messages, with attachments if required, securely to the Digital Helpdesk, Coutts24, your Banker, Wealth Manager or Portfolio Manager as applicable. It will also allow you to send messages to the Composite Helpdesk where relevant.

We recommend that you use the messaging service for non urgent queries. In the event that the request is urgent please contact the Coutts Digital Helpdesk on +44 (0)20 7770 0000

What should I do if the Composite helpdesk isn't in my list of recipients?

Please contact the Coutts Digital Helpdesk on +44 (0)20 7770 0000 who will be able to arrange this for you.

What type of messages can I send?

We recommend that you use the messaging service for non urgent queries. In the event that your request is urgent please contact the Coutts Digital Helpdesk on +44 (0)20 7770 0000

Where can I find messaging in online?

To access the messaging service

Select Services
Select Messages

Alternatively, select Messages at the top of the screen.

Who can I send a message to?

You can send a message to any of your recipients listed in the “To” box or reply to any emails that you have received

Why can?t I send payment instructions using the online messaging service?

Payment instructions entered as an Online payment have to pass several additional security checks before they are released from the Bank, payment instructions sent by way of a message would circumvent these additional checks and therefore cannot be acted upon.

Why have I received a call back for an online message that I sent?

In the event that a request is received to change personal data it may be necessary to call you back to complete additional security checks.