Many online business banking customers have told us they want logon to be easier. So we have listened. Shortly you will have a faster, easier way to log on to Online for Business, by having the choice to use Memorable Information.
We will still ask you to use your card reader to make payments, set up recipients and for other transactions when you’re online.
It's easy to use and works by generating unique, one-time passcodes which are used to help identify you and to confirm some of your online banking activities like bill payments and setting up new recipients.
We’ll prompt you each time you need to use it and simple on-screen instructions will always guide you through the steps to take.
Your card reader holds no personal information about you and does not need to be connected to a computer.
We’ll ask you to use your card reader in two different ways when you’re online.
To help confirm your identity, you’ll need to use the function. We will also ask you to use the 'Identify' function when setting up a new recipient and requesting copy statements to ensure these requests are really coming from you and not a fraudster who has obtained your details.
If you use the Bulk Payments feature you will also be asked to use the 'Identify' function when adding or amending recipients.
When authorising payments we’ll ask you to use the function.
Using the 'Sign' function will authorise the release of money from your account.
See the activity table below for more details.
It is important to note that when we prompt you to use the 'Sign' function, in addition to your PIN, we will always ask you for information about the transaction that you must know - the destination account number and the full payment amount, to ensure it is you making the payment.
Any requests to use 'Sign' when not carrying out the activities listed in the table below should be treated as a potential fraud attack. If in any doubt, terminate your on-line session and call us immediately on 0345 835 3844 (+44 203 284 1577 from overseas).
As usual, please make sure nobody is watching you whenever you enter your PIN into the card reader, or when entering passcodes into the Internet Banking screens.
We will never call you, to ask for any Identify or Sign codes from your card and reader.
At the moment we will not ask you to use the function for any transaction.
You need a card and PIN so the card reader can identify you and generate passcodes.
If you have a Business Debit Card please use that with your card reader. If you don’t have a Business Debit Card, we’ve provided a special Authentication Card with its own PIN. This is only for use with the card reader.
Once you’ve received your card reader, you’ll need to activate it. To do this, simply follow this process:
Step 1: Log on to Online for Business as usual, entering your user ID and password.
Step 2: If you are already an Online for Business user, select the ‘ I have everything I need ’ option and click Continue.
Step 3: Check that the last five digits of the card you’re using with the card reader match the details shown on the screen. If they don’t they can be overtyped with the last 5 digits of the card you want to use.
Step 4: Slide this card into the card reader as shown below. Your reader will switch on automatically when you insert the card.
Step 5: Press the button on the card reader.
The card reader display will show ENTER PIN .
Step 6: Key the PIN for the card you’re using into the card reader and press .
Step 7: Once you’ve entered your PIN correctly, your card reader will show an eight-digit number, this is your passcode .
Key this passcode into the box shown on the Internet Banking screen and click Continue .
Your log on is now complete. In future, when logging on you’ll only need to follow Steps 3-7 after entering your user ID and password.
Download the card reader user guide (PDF, 399kb)
Passcodes are randomly generated and are unique. Your card reader will produce a new passcode each time you use it, so you won’t need to remember them or write any of them down.
To increase the size of the card reader display, just press the button when a passcode appears.
If you have a disability that prevents you from using your card reader, we can supply you with an audio card reader.
This works in exactly the same way as a standard card reader but has additional audio functionality. It holds no personal information about you and does not need to be connected to your computer at any time.
To activate the audio function, just turn the dial upwards before inserting your card. Audio instructions will guide you through the steps you need to take. The audio reader has built-in speakers or for added security you can use headphones.
Your audio card reader will time out and turn off after 90 seconds of inactivity. To reactivate it, simply remove and reinsert your card into the reader.
When pressing a key on the audio card reader, always ensure that you hear the voice prompt before pressing another key. Keys pressed during the voice prompts are not recognised by the reader.
To repeat a voice prompt, press the button.
When the audio function is switched off, you can press the key to increase the size of the unique eight-digit code generated by the audio card reader. When the audio function is switched on, press repeatedly to hear the code repeated back to you one number at a time. A single 'beep' will tell you when you reach the end of the code.
To request an audio card reader please call us on 0345 835 3844.
Using your card reader
Q: Why do I have to use a card reader?
Using a card reader makes your online business banking as secure as possible and reduces the risk of a fraud attack. We hope that the additional levels of security the card reader brings will also allow us to offer other online business related services in the future, such as increased daily transaction limits.
Q: What should I do if I need a replacement card reader?
If your card reader is faulty, damaged or lost you can order a replacement by clicking on the ‘Unable to log on’ button from the initial Online for Business log on page. You’ll be asked to fill in some details and then need to choose from 4 options. If you are having problems ordering your replacement card reader please call the Internet Banking Helpdesk on 0345 835 3844 (+44 203 284 1576 from overseas).
Q: What happens if my card reader is stolen?
Your card reader holds no personal information about you, so no-one will be able to access your accounts online just by having your card reader. If it is stolen, you can order a replacement by clicking on the 'Unable to log on' button from the Online for Business log on page. Alternatively please call the Internet Banking Helpdesk on 0345 835 3844 (+44 203 284 1576 from overseas).
Q: What happens if I don’t have my card reader or it’s not working, and I need to access Online for Business?
You can log on using your memorable information to view your accounts. Any other UK bank card reader should work with your card in the same way. The card reader holds no personal information about you. As long as you have your card and your PIN, you should still be able to generate passcodes. Only use a card reader from a trusted UK source. Alternatively, if you don’t have access to a card reader, please call our helpline on 0345 835 3844 (+44 203 284 1576 from overseas).
Q: Can I have more than one card reader?
Yes, you can order an additional card reader from Online for Business, by clicking on the 'Order card reader' link in the right hand menu. There may be a charge for additional card readers.
Q: I have a disability that may prevent me from using my card reader, what can I do?
An audio card reader, which provides audio instructions, is available on request by calling 0345 835 3844 (+44 203 284 1576 from overseas).
Q: What cards can I use with my card reader?
If you have a Business Debit Card you should use this with the card reader. Otherwise we will have provided you with a special Authentication Card solely for generating passcodes.
Q: I have several Business Accounts, all with Business Debit Cards – which of them do I use?
You can use any card for any of your accounts, however you’ll need to use the same card for the duration of each session.
Q: The log on screen does not show the right card number. What should I do?
We assume you want to use the same card you used the last time you logged on. If this is not the case, simply over type the last 5 digits shown with the numbers of the card you want to use.
Q: What should I do if I need a replacement Authentication Card ?
If you need a replacement Authentication Card please call us on 0345 835 3858 (+44 203 284 1576 from overseas).
Q: What happens if I’ve forgotten the PIN for my card?
You will need to know the PIN for your card in order to use it with your card reader. If you have forgotten your PIN call us on 0345 835 3858 and we will send you a new one.
Q: If I get my PIN wrong will it block my card?
Yes, if you get your PIN wrong three times the card reader will show ‘PIN Locked’ and you won’t be able to use your card. If you know your PIN you can unlock your card at any cash machine in the UK, or you will need to call us on 0345 835 3858 (+44 203 284 1576 from overseas) to order a new PIN.
Q: I’m overseas and have forgotten / blocked my PIN. How do I unblock it?
Your PIN cannot be unblocked using an overseas ATM. We’ll need to issue a new card and PIN.
Q: Do I need to use my card reader for my personal Internet Banking as well?
No. The security provided by your card reader is specially designed for business accounts, which can have high transaction levels, lots of money coming in and out, and multiple users accessing the same account.
We use different verification procedures, such as Enhanced Internet Authentication (EIA), to protect our personal customers and their information, which we believe better suit their needs.
Our personal Internet Banking has different security processes, which we believe are more convenient and better suited to the needs of our personal customers such as the outbound call process which personal customers follow to set up new recipients on Internet Banking.
Q: How long does the battery last on the card reader?
The length of battery life will depend on how much the reader is used. The reader takes 4 LR44 replaceable batteries that can be bought from many retailers. A ‘Battery Low’ warning message will be displayed on the card reader display when the batteries need replacing.
Q: What should I do with my old card reader batteries?
These can be recycled using your local authority’s recycling facilities.
Q: I’ve had a replacement card reader because my old one was faulty. What should I do with my old card reader?
Our card reader manufacturer is a Waste Electrical and Electronic Equipment (WEEE) registered supplier. You should be able to recycle your old card reader using the facilities provided by your local government authority.