General

Can I access the digital service from any computer?

Yes, you can access the digital service from any computer, tablet or smartphone, as long as it has an up-to-date internet browser. You can also access the service through our mobile app, which you can download 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 make sure the service works effectively. Although most browsers can be used to access our service, it will work best on the two latest versions of Internet Explorer, Mozilla Firefox, Google Chrome, or Safari.

We don't recommend using trial versions of any browsers to access the digital service. Your browser must be enabled to support the use of cookies.

Do you have an ipad app?

Not yet. The iOS App for the new digital service has been developed for iPhone. While it is possible to access the App on an iPad, it is not optimised for iPad users. Until this changes, please login from the browser coutts.com when using your iPad for the best possible experience.

How do I contact the Digital Helpdesk?

You can contact our Digital Helpdesk 24 hours a day, 7 days a week on +44 (0)20 7770 0000. Coutts 24 will never contact you by email, so should you receive one, please call the Digital Helpdesk. For more information about staying safe online, please visit our Security Centre.

How do I give a third party online access to an additional account?

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. You can do this by either contacting our Digital Helpdesk on +44(0)20 7770 0000 or your Private Banker. If the third party currently has read only access but you need them to make payments on the new account, then we may ask you to complete an application form.

How do I hide my balance when I login to my app?

If you would like to hide your balance when you login to your mobile app, just tap the green eye at the top right hand side.

How do I update my Coutts app on my Apple device?

Apple upgrade their operating system (iOS) regularly. Keeping your software up to date is one of the most important things you can do to maintain your Apple product's security. We highly recommend that you keep iOS and all apps on your device up to date at all times. To make this as easy as possible, we recommend that you activate the automatic update features on your Apple device (both automatic software updates and automatic App updates).

To maintain access to your Coutts account(s) you need to make sure you always have the latest version of the Coutts app. If you have turned off automatic App updates, refer to Apple's How to update apps manually on your Apple device guide.

You can learn more about Apple security updates here.

How much can I deposit via the Coutts app?

You can pay in up to £5,000 per cheque or £7,500 per day in total via the Coutts app. Cheques above this amount will need to be deposited in the usual way, via a Coutts, NatWest or Royal Bank of Scotland branch, or a Post Office.

How soon will the money be in my account?

If you deposit a cheque via the Coutts app before 6.00pm on a business day, the funds will be available within the next business day. If you deposit a cheque after 6.00pm, or on a non-business day, please allow an additional business day for the funds to become available.

What are the Coutts digital service terms?

Here are the Coutts Digital Service Terms.

What are the Online banking charges?

The charges for online banking payments are:

Transaction Type	Private Client Fee	Commercial Client Fee
Faster Payments	Free	35p
Inter Account Transfer	Free	Free
CHAPS Payment	£15	£20
Telegraphic Transfer (SWIFT)	£15	£20
SEPA	Free	35p
Payment Delivery Charge*

USA £3,

Europe £6,
Rest of World £9

If you're sending money anywhere in the EEA (including the UK), the only charging option is Shared Charges. Shared Charges means you pay for the charges levied by Coutts and the person or business receiving the payment pays any charges levied by their bank. This is called a Payment Delivery Charge.

If you're sending money outside the EEA then you can pay the Payment Delivery Charge. These charges quoted may be subject to currency conversion.

Please note in some cases, outside of an EU/EEA Member State, Switzerland, Monaco or San Marino where it is local banking practice, the intermediary and/or beneficiary bank may deduct their fee(s) from the payment.

You'll need a payment purpose code for all payments made to or from Jordan. Download the Central Bank of Jordan payment purpose codes (PDF 456 KB)

What cheques can I deposit via the Coutts app?

You can deposit most types of cheques via the Coutts app as long as they’re in pounds sterling. This includes UK Government payable orders, postal orders, bankers' drafts and building society cheques - but not travellers' cheques, bank giro credits and certain non-standard cheques. If the Coutts app doesn’t accept a particular type of cheque, you’ll be prompted to pay in your cheque via a Coutts, NatWest or Royal Bank of Scotland branch, or a Post Office.

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

Please check the settings on your mobile device to make sure you have enabled notifications for the mobile app. Your phone must also have mobile data signal or Wi-Fi connection to receive notifications. If this does not resolve the issue, please contact our Digital Helpdesk on +44 (0)20 7770 0000.

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

Changing a mobile number will not affect your access. Do update your contact details online though, so that we can send any future activation codes or text notifications to the correct number. We'll always send these to the mobile number marked as preferred.

What happens if I lose my mobile phone?

If you lose your mobile phone, please call our Digital Helpdesk +44 (0)20 7770 0000who can de-enrol it.

What happens to my Coutts app if I change my phone/device?

For security, please make sure that you delete the app from your old device. The service will carry on as before, but you'll need to download the app again on your new device from the relevant app store.

If you have already transferred your app to your new device, please delete the app and reinstall, and follow the on-screen steps to register your new device:

Click ‘Start’ then read and confirm you are happy with our cookie policy by clicking ‘Next’. When asked ‘Have you registered your password?’ please click on ‘I’ve registered my password’ to continue through the remaining steps.

When is the digital service available?

Our digital service 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, use the most recently released version of your preferred browser. If you use an older version of any browser, your online experience may not work as well.

Use the links below to update your browser:
Google Chrome
Internet Explorer
Firefox

Who should I call if i'm having problems using the digital service?

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

Why does the service time out after five minutes?

This keeps your account safe and secure by stopping unauthorised users from accessing the system, for example, if you leave your workstation without logging off. Never walk away from your computer leaving the service logged in or with personal information on display.

Why isn’t my cheque being accepted via the Coutts app?

There are a small number of pre-printed or abnormal cheques that our software cannot process at the moment and need to be processed over the counter at a branch or Post Office. Reasons for a cheque not being accepted include:

A non-standard cheque size (the industry standard parameters are maximum 8.27 inches (210mm) x 4 inches (102mm)/Minimum 61/8 inches (156mm) x 27/8 inches (73mm)).
No signature on the cheque.
Boxes displayed in unexpected places.
Asterisks on the cheque.

If you are struggling to capture the cheque image successfully for an acceptable cheque, please check that you have:

placed the cheque against a solid/dark background,
good lighting,
tried taking the picture further away from the cheque

If you're still unable to capture the cheque image, please visit a Coutts, NatWest, RBS branch or Post Office.