• Internet Banking Help
  • Help and FAQs
  • Internet Banking Security
  • Glossary
  • Online Security

Help and FAQs

Help when you need it

We appreciate how important it is in a business environment for you to have accurate, up to date information at your fingertips, and we understand how frustrating it can be when you have a problem.

With this in mind, we've made Internet Banking as easy to use as possible.

• Each screen has a 'More Info' link to help specific to that screen. You can also access the main Help index from every screen by clicking on the Help button on the main toolbar. You can also access the main Help (opens new window) index from here.
• If you want to add or amend an account or user to Internet Banking, and you are already registered for the service, you may find the following forms useful. You can use the Variation Request Form to add or remove sterling accounts, currency accounts, credit cards and nominated users.

Variation Requests

• Option 1 – Use our online variation application to request amendments to your access. This will generate a variation application for you, which you simply need to print, sign and return to us.
• Option 2 – Download the Variation Request form (PDF: 68KB - opens new window), which you will need to print, complete all details and return to us.
• Option 3 – Call us to request a Variation Request form by post. The contact number is 0845 604 4267 and lines are open 24 hours a day, 7 days a week

The FAQs listed below are a useful resource for finding quick answers.

If you'd prefer to contact us by email, send us your questions. We'll get back to you as quickly as possible.

You can also contact our Helpdesk:
Internet Banking Helpdesk on 0845 604 4267†
Internet Banking Helpdesk – Overseas Callers on +44 0131 339 8620†

FAQs

Technical issues

I can't connect to Bank of Scotland Internet Banking. How do I fix it?
Try accessing another website. If you can connect, but are still unable to connect to Bank of Scotland Internet Banking, please call our Internet Banking Helpdesk on 0845 604 4267†.

What do I do if I can't access any website?
Check your phone line is free and plugged in. If you are using a broadband connection, check your modem is switched on. If your phone line is fine, the problem may be with your Internet Service Provider set-up. You'll need to contact them. We recommend that you contact them directly. To find out who your Internet Service Provider is, look at the top right hand corner of your web browser screen for the name. If you are still having trouble connecting, check which version of browser you are using by selecting Help from your browser menu and then, 'About'.

What are the minimum browser requirements?
Bank of Scotland Internet Banking works with Microsoft Internet Explorer version 6.0 or above. If your browser does not meet the minimum requirements described above, you can upgrade your browser to access Internet Banking.

About Internet Banking

How much does Internet Banking cost?
There is no charge for using the Internet Banking service. There may be charges levied for operating your bank account – these will be unaffected when you use the Internet Banking service. Bank of Scotland makes no charge for the use of its Internet Banking service. However, any charge made by your Telecoms Provider and/or Internet Service Provider (ISP) for using the Internet will still apply.

What can I do with Internet Banking?
You can:

• View account balances on all your sterling accounts
• View known future items up to 30 days in advance
• See your projected cleared balance for the next 4 business days
• See transactions on your account for up to the last 90 days
• Search for transactions within your statement using the statement search facility
• Transfer funds between accounts
• Download information to your PC
• Make payments to a third party via Bacs or Faster Payments (if applicable)
• Create new standing orders and bill payment mandates online
• Cancel standing orders and Direct Debits online
• View details of standing orders and Direct Debits
• View past payments made to 3rd party suppliers
• View currency account balances and transaction details

When is Internet Banking available?
Internet Banking is available 24 hours a day, 7 days a week.

Can I view my currency accounts online?
Yes, you can view your currency account through Internet Banking. You can view balances, statement and transaction details.
In order to add a currency account to your existing Internet Banking agreement, you must complete a Variation Request form and send it to the address on the form. To complete a Variation Request click here.

Can I view my Halifax Accounts via Internet Banking?
If you are a business user you can view your account details, statement and instruct transfers to and from your Halifax accounts. To view standing orders, Direct Debits and payment mandates, you will need to log-on to www.bankofscotlandhalifax-online.co.uk. If you are a personal customer you will need to log-on to www.bankofscotlandhalifax-online.co.uk to service your accounts.

Where do I get help?
The Help button on each page opens an index of all available information. Each page also has a 'More Info' link providing help relating specifically to that page. Or you can call the Helpdesk on 0845 604 4267†.

How do I contact the Internet Banking Helpdesk from overseas?
The number to dial from overseas is +44 0131 339 8620†.

Is it secure?
All possible measures to secure your information are in place. The key to security is your user name, password and token. It is essential these are not given to anyone. If at any time you suspect that your user name or password have been compromised then you should change them immediately. If you believe your token has been compromised, please call the Helpdesk on 0845 604 4267†.

If you have any difficulty with changing your user name or password then contact our Internet Banking Helpdesk staff who can prevent further access to your accounts and explain the process of re-activating the system.

Information passed between your computer and the Bank is encrypted and in the unlikely event of any third party seeing a message it is unreadable. Although many other security measures are present in the system for your protection the Bank will not reveal any further details regarding these.

How can I add a new account?
New accounts must be added to your Internet Banking profile by Bank staff. For this you will need a Variation Request, please click here.

How do I add an additional nominated user?
To add a nominated user, you must complete a Variation Request Form, please click here.

How do I remove a nominated user?
To remove a nominated user, you must complete a Variation Request form. The form should be sent to the address detailed on the form. Variation Request's can be found by clicking here. Or if it is urgent call 0845 604 4267†. Upon receipt of your instruction the Bank will remove the user from the list of people authorised to access your accounts.

How do I set up a new payment mandate – i.e. pay someone new via Internet Banking?
You can do this by simply selecting the Create New button from the payments page within Internet Banking. Alternatively, you can set up a new payment mandate by telephoning the Helpdesk on 0845 604 4267†.

How do I contact the Internet Banking Helpdesk?
Helpdesk staff are available 24 hours a day, 7 days a week. You can contact them on 0845 604 4267†.

Can I access my accounts from anywhere in the world?
You can access your accounts from anywhere with Internet access.

How do I pay money into my account?
There is no change to the way in which you pay money into your bank account. For details visit our Cash Services section. You can also transfer money using Internet Banking from another Bank of Scotland account you have access to.

Can I view my personal accounts as well as my business accounts?
You can view other accounts if you have the appropriate authority to access them. You can apply to access other accounts by completing the appropriate sections of the Internet Banking application form. If you are already registered to use the service, complete a Variation Request Form which can be accessed by clicking here.

Can I still use Telephone Banking?
Yes you can still use Telephone Banking as well as Internet Banking.

What devices can I use to access Internet Banking?
Internet Banking should run on any web browser with the equivalent functionality of Microsoft Internet Explorer v6.0 or above. Any device capable of running this software should be able to access Internet Banking.

Do I need any special software?
No, Internet Banking should run on any web browser with the equivalent functionality of Microsoft Internet Explorer v6.0 or above.

How can I close my Internet Banking access?
Access to your accounts using Internet Banking can be stopped immediately by contacting the Internet Banking Helpdesk on 0845 604 4267†.

What if my account information looks incorrect?
Call the Internet Banking Helpdesk on 0845 604 4267† to ask for help, or contact your branch regarding any query on the balances or transactions displayed.

Can I set up a Direct Debit?
No, a Direct Debit is set up by the organisation to which funds are to be sent.

Can I cancel a Direct Debit or Standing Order?
Yes, all you have to do is click on the Direct Debit or Standing Order you wish to cancel in the Standing Orders and Direct Debits screen. Once the Standing Order or Direct Debit details appear, simply click on the 'Delete' button.

How can I view the Internet Banking terms and conditions?
Review the current Internet Banking terms and conditions (opens new window).

Using Internet Banking

Why does Internet Banking remember my username and password?
This is actually a facility of more recent versions of some Internet browsers. When you first log-in to Internet Banking the browser may ask if you wish your details to be remembered for future use. It is strongly recommended that you do not use this facility. If you have already selected this and wish to remove it please refer to the help section of your browser relating to the auto complete facility. For Internet Explorer browser users choose Tools then Internet Options, click Content and then under Personal Information click Auto Complete – choose Clear Passwords.

Why do I get script errors while using Internet Banking?
This can occur if your browser has the script debugging facility enabled. If you have already selected this and wish to remove it please refer to the help section of your browser.

Can my account information be viewed by anyone else?
Internet Banking encrypts all information sent between your browser and the bank. Your user name, password and token protect your Internet Banking access. Your accounts cannot be accessed without all three. You should be aware that some browsers store Internet pages containing sensitive information, like your bank accounts, locally. This can be viewed by anyone with access to your computer. It is strongly recommended that you do not use this facility. If you have already selected this and wish to remove it please refer to the help section of your browser relating to the save encrypted pages to disk facility.

Can I cancel a payment that I have instructed?
You can cancel a payment that you have instructed via the cancel scheduled menu in the payments screen. Please note that a payment instructed today for today's date cannot be cancelled.

How many passwords do I need for Internet Banking?
You will be given a user name and token to use, along with your password, for your first login. You will then be asked to change your password and also given the opportunity to change your user name at this time. You can change your user name and password at anytime. You will only need one user name and one password, along with your token at any time. Please keep a note of your original user name however, as you may need it to contact the Helpdesk in future.

Why is my account information not updating?
Your browser is displaying pages stored locally rather than retrieving the correct information from the Bank. Pressing F5 forces most browsers to refresh the page by contacting the Bank's server. This only happens if pages are being stored locally by your browser. It is strongly recommended that you do not use this facility. If you have already selected this and wish to remove it please refer to the help section of your browser relating to the save encrypted pages to disk facility.

Why does Internet Banking open in a separate window?
Internet Banking opens a new copy of your browser that only transmits encrypted messages to and from the Bank's Internet server.

Can I change my user name, password or token?
You are free to change your user name or password at any time. The first thing Internet Banking asks you to do is set your own password. You will also be given the option to change your user name. This allows you to set something memorable which doesn't need to be written down. The key to security is your user name, password and token. Please ensure that your user name and password are a mixture of letters and numbers and are not derived from obvious personal information that may be known to others and are not connected to each other. For security, your password is not visible to anyone else including Bank of Scotland staff. You should never be asked to, nor should you ever, reveal your password to anyone. You can change either your password or user name at any time by clicking on user in the main navigation bar.

Why is there no browser toolbar?
Internet Banking does not store the pages you see on the screen. They are all generated by the Bank's computers and sent to your browser. This means that the forward and back buttons no longer work in the way you would expect. They have therefore been removed to avoid confusion. All of the toolbar facilities relevant to Internet Banking are provided by the application itself.

How do I move backwards and forwards in Internet Banking?
You can select options from either the Account Selector, the Manage Your Accounts Selector or select the available functions at the bottom of the screen. You can also use the Back button within Internet Banking to navigate back to the previous screen.

How do I log-off or disconnect?
Click the Exit button on the Internet Banking toolbar.

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