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