General

Can I cancel a payment which has not yet been sent?

To cancel a payment

Select Payments and Transfers
Select Payment Overview
Pending payments are listed
Select the payment and select Cancel (if viewed on a mobile device select ‘More options’ to cancel)
Select Confirm

If you are a Commercial user, you will need to have the right permissions in place to be able to cancel payments. If you are unable to cancel a payment, contact your administrator.

Can I download a list of my existing payees?

To download a list of your payees

Select Payments and Transfers
Select Payees
Select the Payee Group
Select Download to download a CSV file or Save as PDF for a PDF document.
Select Open to view the file or PDF

Can I key a payment past the cut off time?

Yes, a payment can be entered at any time throughout the day and the value dates available will adjust accordingly.

Can I make a BACS payment?

It is not possible to make a BACS payment online however, for payments under £250k you can make a Faster Payment which can be sent as a same day payment or as a future dated payment.

Can payments be sent on non-working days?

Yes, it is possible to send faster payments on Bank holidays and weekends.

Does the system check for duplicate payments?

Yes, you will see an error message when entering a payment if another payment with the same details has been entered today.

Before you proceed, check that the new payment is not an accidental duplicate of a previous payment.

How does our foreign exchange pricing work?

The Coutts FX product pricing is based on the following:

• Coutts Treasury Services acts as principal / price maker versus any underlying client transaction
• The FX rate is determined by reference to wholesale interbank quotes sourced form Reuters/Bloomberg quoted as bid/ask
• The wholesale interbank quote is adjusted (marked up/down depending on whether the client is buying or selling the foreign currency) to take account of the transaction size and type

The exchange rate you will receive on any foreign exchange conversion conducted in connection with this service will be determined by reference to the foreign exchange market rates. We will then incorporate a spread to the bid and offer rate quoted which will be added to or subtracted from the exchange rate, depending on whether you are buying or selling the foreign currency. This spread will be variable and will be determined by a range of factors including the transaction type, size, currencies, prevailing market conditions and overall cost of undertaking the transaction.

How do I authorise a transfer?

To authorise a transfer

Select Payments and Transfers
Select Transfer Overview
Select the transfer you wish to authorise
Select Authorise

To authorise with card and reader

Insert you card into the reader or press ON and press Respond
Enter the card PIN
Press OK
Enter the Security Code shown on screen in to the reader. Please check that the last 4 digits of the account number you are making the payment to match the last 4 digits of the security code displayed on screen. In the unlikely event that these do not match, log off and contact the Coutts Digital Helpdesk immediately on +44 (0) 20 7770 0000
Press OK
Enter the Authorisation number from the reader in to the screen
Select Authorise

To authorise with CouttsID

Ensure you have your enrolled mobile phone
Select Authorise with CouttsID
Enter the password you use to log in to Coutts Online
A message will be received on the registered device
Press Authorise to authorise the changes or Reject to authorise later.

The transfers have now been authorised and will processed unless they are pending for a future date or subject to additional approval.

How do I Authorise Payments with my card and reader?

Select Authorise
Select the check box next to date of payment to select all payments or select them individually
Select Authorise
Insert your card into the reader or press ON and press Respond
Enter the card PIN
Press OK
Enter the Security Code shown on screen in to the reader
Press OK
Enter the Authorisation number from the reader in to the screen
Select Authorise

The payments have now been authorised and will be processed unless they are pending for a future date or subject to additional approval.