business online banking user guide · here you can check what payments have been made online on a...

Contents

Page 1 Logging in

Page 3 Navigation

Page 4 Balances explained

Page 7 Adding a beneficiary

Page 9 Make an UK payment

Page 10 Make a recurring or future dated UK payment

Page 11 Make an international payment

Page 13 How to approve a payment

Page 18 Modify or stop a scheduled or recurring transaction

Page 23 Search transactions

Page 30 Search and export transactions

Page 33 How to stop a cheque

Page 35 Statements and reports

Page 37 Reports

Page 39 Service requests

Page 44 How to cancel a Direct Debit

Business online banking user guide

1

Logging in

Step 1 (Bank website: co-operativebank.co.uk/business)

Hover over the ‘Log in to Online Banking’ icon on the right hand side of the screen, then

click on ‘Business Online Banking’.

This will take you to Business Online Banking. Click on the ‘Log in to online banking’ box.

This will launch a new page.

Enter your Customer ID and your unique User ID in the boxes provided. (You will receive

this with your token, Please make sure you have activated your token before trying to log

in)

Please note: The Customer ID and User ID fields are NOT case sensitive.

Click on the continue button.

2

Step 2 (using the security token)

Press the OK button to turn on your security token.

Enter your four-digit PIN and press OK. (This is your Personal Identification Number that

you would have set for your token. You must take steps to ensure that no one else can

discover your PIN, and you must not allow anyone else to know your PIN, including

telephone callers or Bank staff.)

Step 3 (security token to Bank website)

Enter the 10-digit passcode displayed on your security token.

Click Login. You are now logged in to Business Online Banking.

Please note: If the login fails, an error message will be shown at the top of the page. Please call

Business Online Banking 0345 601 9938. Lines are open Monday to Friday 8:00am to 8:00pm,

Saturdays 9:00am to 12:00 noon

3

Navigation

You have now successfully logged in, below is your home screen/dashboard

1. Menu button. You can use this to get to all the different menu options, such as,

statements, search transactions, service requests and many more.

2. Payment calendar. Here you can check what payments have been made online on a

certain date. (it will not show any payments you might have made over the phone)

3. Quick actions. This is where you can make a payment to a saved beneficiary or to another

one of your Co-operative Bank accounts.

4. Move money. You can make UK, international or internal payments. You can also add

and view beneficiaries.

5. Home button. If you are on another screen within business online banking, clicking this

will take you back to your dashboard.

6. Account summary. A list of your accounts and their balances are displayed here.

4

Balances explained

1. Account balance: This is found on the homepage / dashboard. This balance is the total

amount of money in your account. This balance doesn’t include any outstanding debit card

authorisations or any cheques you’ve paid in which haven’t yet cleared. A minus sign next to

this figure means that your account is overdrawn at that point in time.

5

2. Running balance: this balance can be found under accounts>current accounts. Select the

account you would like to view. Your running balance is based on your account balance at the

start of the day. When any items are paid into or out of your account during the day, your

running balance is updated to reflect the transaction that has taken place. This balance does

not include any outstanding debit card authorisations, or any cheques you've paid in which

haven't yet cleared. A minus sign next to this figure means that your account is overdrawn at

that point in time. If you have an arranged overdraft limit, this will also be displayed in the

‘Overdraft Limit’ field.

6

3. Available balance: this balance can be found from your home screen, where you see your

account balance. If you click on actions and view latest transactions. Your available balance

shows the money that you are able to use to fund any payments you wish to send from your

account. It includes your account balance, and takes into consideration your arranged

overdraft limit (if you have one), and also any outstanding debit card authorisations which

haven't yet left your account. It doesn't include any cheques you've paid in which haven't yet

cleared. A minus sign next to your available balance may mean that your account is in an

unarranged overdraft position. You may not be able to submit any payments and you would

need to bring the account back within an arranged limit or to a nil balance as soon as possible.

7

Add a beneficiary

Step 1 (How to get to the ‘add beneficiary’ screen)

Under move money select add beneficiary and the add beneficiary form will open

Or

Menu>Beneficiaries> View beneficiaries>Add beneficiary

Step 2 (Completing the add beneficiary form)

Fill in all relevant fields. Please note: all fields marked with * are mandatory

8

If you have requested CHAPS functionality and at any point you want to send a CHAPS to

the beneficiary, please make sure you fill in the address details or your payment will be

rejected.

Click on continue.

Step 3 (Check and confirm details)

Check all your beneficiary details are correct.

Enter your 4-digit PIN into your security token, followed by the 8-digit reference number

at the bottom of the page (12 digits in total) then press OK. The last 4 digits of the

passcode should be the same as the last 4 digits of the account number you are sending

the payment to. The token will then generate an 8-digit passcode. Key this into the form

where it says “Please enter your security token passcode*”, then click the ‘confirm details’

button.

9

Make a UK payment

Step 1 (If making a one off payment to an existing beneficiary)

Under quick actions, select > Make a payment to an existing beneficiary

A popup box will appear for you to complete

Step 2 (Selecting beneficiary to pay)

Select which account to make payment from

Select which beneficiary to pay

Enter the amount you would like to send

Key in any reference you would like to show

Click review payment details

Step 3 (Confirm payment)

Another popup box will appear. Check that all the details are correct

Click send

10

Make a recurring or future dated UK payment

Step 1 (make a recurring or future dated payment to an existing beneficiary)

Under move money select > Make a UK payment

Select frequency of payment

If you select ‘recurring’, more frequency options will be available

If ‘one-off’, select which date

If ‘recurring’, select frequency of payment

Set date of first payment

If you know how many payments you want to send, complete the ‘number of instalments’

field. Alternatively select date of when you want the final payment to be sent.

If you want this payment to go out indefinitely, leave the end date and number of

instalments fields blank. This payment will continue until cancelled by you.

Step 2 (Review and confirm payment)

Review that all the payment details are correct

Click submit

Please note: To check your payments have been made and processed go to your dashboard, click

on your payment calendar and you will see all payments with their status displayed underneath.

11

Make an International payment

Please check your account tariff for details of any charges

Step 1

From your dashboard, go to ‘move money’

Select ‘Make an international payment’

Set transaction date

Select the account you would like to make the payment from

Select the beneficiary you would like to send payment to

Select the payment currency

Enter the amount to send

If you would like to quote a reference, please enter this in the “other payment details

section”. You can also select the charging method from shared, sender, beneficiary.

(Please note: EURO and SEPA payments have to go as shared. SWIFT payments you can

decide who pays the charges.

Click continue

12

Step 2 (Review and confirm payment)

Check that all the payment details are correct

Click submit

13

How to approve payments

If payment approvals have been requested on an account and you are an approver, please follow

the below steps.

Step 1 (Home screen/Dashboard)

Select transfers and payments under approvals required. (You will only be able to see the

payments you can approve.)

Please note – If you wanted to save your payment details you can do that from here by selecting

which file format you would like.

Select actions

Here you can choose which action to complete

Select “Approve transaction” if you are happy to proceed

If you don’t want the payment to go select “Reject transaction”

14

Please check the details are correct on the preview confirmation page

If you’re happy to continue you will need your token to approve the payment

Press ok on your token

Enter your 4-digit PIN into your security token, followed by the 8-digit reference number

at the bottom of the page (12 digits in total) then press OK. The last 4 digits of the

reference number should be the same as the last 4 digits of the account number you are

sending the payment to.

The token will then generate an 8-digit passcode. Key this into the form where it says

“Please enter your security token passcode*”, then click the ‘Approve’ button

15

You will get the below confirmation screen. This only confirms the payment has been

actioned.

To confirm the payment has gone through successfully, go to the home screen/dashboard

Select payment calendar

16

It will default to the day you are on, but can be changed, and will include payments made

on the date chosen along with the outcome of the payment.

17

Modify or stop a scheduled or recurring transaction

Step 1 (Navigate to transactions)

From your home screen click on the menu icon top left.

Select Payments & transfers> View payments & transfers

Select either view scheduled transactions or view recurring transactions

You will see a list of your transaction displayed like the image below

18

Once you have found the payment you would like to modify or stop, click on the actions

link to the right of the payment.

A pop up box should appear as below. Click on the relevant action.

Step 2 (how to modify a transaction)

From here, you can modify the transaction. You can change payment frequency, number

of instalments, the end date of the payment, the amount, the payment reference or

change the beneficiary.

19

Once you have modified the transaction click continue

Enter your 4-digit PIN into your security token, followed by the 8-digit reference number

at the bottom of the page (12 digits in total) then press OK. The last 4 digits of the

passcode should be the same as the last 4 digits of the account number you are sending

the payment to. The token will then generate an 8-digit passcode. Key this into the form

where it says “Please enter your security token passcode*”, then click the ‘confirm details’

button.

Click submit

Step 3 (Stop transaction)

You can either stop particular instances of the payment, or the complete transaction

To stop instances click on this option and the below screen will appear

20

Select the transaction instance you would like to stop by clicking in the box to left of the

payment. You will see a green tick in the box

Click on the green box ‘Stop selected instances’

Enter your 4-digit PIN into your security token, followed by the 8-digit reference number

at the bottom of the page (12 digits in total) then press OK. The last 4 digits of the

passcode should be the same as the last 4 digits of the account number you are stopping

sending the payment to. The token will then generate an 8-digit passcode. Key this into

the form where it says “Please enter your security token passcode*”, then click the ‘confirm

details’ button.

Click stop

If you would like to stop the complete transaction then click the green box, Stop complete

transaction

(Please note: if this was setup online the bank cannot stop this payment)

If you have approvals on payments and you’re cancelling a recurring payment, the request to

cancel will need approving

21

Enter your 4-digit PIN into your security token, followed by the 8-digit reference number

at the bottom of the page (12 digits in total) then press OK. The last 4 digits of the

passcode should be the same as the last 4 digits of the account number you are stopping

sending the payment to. The token will then generate an 8-digit passcode. Key this into

the form where it says “Please enter your security token passcode*”, then click the ‘confirm

details’ button.

Click stop

22

Search transaction

You can quickly search your transaction by following the 3 different steps below.

Step 1 (Search transactions going through your account today)

From your home screen/dashboard click on Actions next to the account you would like to

search

Select todays transactions

23

You will be shown a list of your transaction for the day.

These can be downloaded in XLS, PDF or TXT

Step 2 (Search transaction history)

From your home screen/dashboard click on Actions next to the account you would like to

search

24

Select view transaction history

Select Search transactions

Complete the date range you would like to search, the pre-set dates are the last 30 days,

todays date inclusive.

Click search

25

26

It will default to just 5 transaction but you can change this at the bottom to show up to

15, then you can use this arrow to change page.

You can also download your transaction from here into a PDF at the bottom of page.

Step 3 (Advance search)

If your searching for a particular transaction, or you require a copy of a payment you have made

then follow these steps below.

From the home screen click on the menu icon top left

Select Accounts then transaction search

27

On the below page, tick Advanced search box.

You can select one account to search or all of your accounts

Complete the fields you would like to search on

Click search

28

From here you can download into PDF, CSV, TXT, XLS to save.

29

Search and export transactions

Step 1 (Navigate to transactions)

From your home screen click on the menu icon on the top left hand side of the screen.

From the drop down options select Accounts followed by the type of account you want to

search, i.e. current, savings or loan.

Select the account you wish to view/export from.

The pre-set date may need to be changed to fit the time period you want to search for.

The pre-set dates are the last 30 days, todays date inclusive.

To amend the date range select “Search Transaction”

From here you can amend the dates to pull the transaction data needed.

30

Please see screen shots below

31

1. Once you have the data you need you can then export this in the following formats

BAI2, CSV, OFX, PDF, QFX, TXT & XLS

32

How to stop a cheque

Step 1 (Manage your cheques)

From your home screen/dashboard go to menu

Select Manage your cheques

Select Stop cheque

Select account you would like to stop cheque on

Complete all fields. (* are mandatory fields)

33

You will get a confirmation as per below

From Manage your cheques there are other options you can select.

Summary – here you can search cheques that have been stopped or stops cancelled

Cancel stop – here you can cancel a stop on a cheque

Cheque enquiry – you can check the status of a cheque if it’s been paid or still

outstanding

34

Statements and Reports

Step 1 (Navigate to statements)

From the main menu select ‘Accounts’

Select ‘Statements and reports’

35

Step 2

Select ‘statements’ in the first field

Select the account you would like statement for

Select date range ‘from’ and ‘to’

Click search

A popup box will appear with a list of all the statement in that date range

Select the statement you would like to view

Step 3 (Downloading statement)

In the bottom left of the screen, you can select which format you can download in, XLS,

PDF, or TXT

36

Reports

There are various reports you can get including standing order report, direct debit report,

redirected faster payments report, foreign payments advice, incoming foreign payments and

foreign rates.

Step 1 (navigating to reports)

From the main menu, select ‘Accounts’

Then select Statements and reports

Select ‘Standing order report’ (this report is produced once a week on a Friday)

37

Select date range ‘from’ and ‘to’ then click search

A popup box will appear with a list of your reports in the date range specified

Click the blue link to select the report

This will show you a list of your standing orders that have been made directly with the

bank. Any recurring payments you have set up online will not show in this report. To find

these please follow the above instructions for Modify or stop transactions.

38

Service request

Step 1 (Navigate)

From the main menu, select ‘Requests and activity log’

Select ‘Orders and request’

Select ‘Make an order or request’

Step 2

Select the option you require, (this example shots the ‘order cheque books or stationery

for branch and post office’ request)

39

Step 3 (fill in the form)

Complete all the required fields. (all with * are mandatory)

Press continue

40

41

Step 4 (Additional details)

If you require a reference or serial number quoted on paying books please supply it here

(up to a maximum of 6 digits – numerical only)

Click submit

Step 5 (Request confirmation)

You can check the status of your request by selecting pending orders and requests

You will be shown a list of all your orders and requests, click actions to the right of the

request you would like to check, then history

42

A popup box will appear showing you the status of you request as below.

43

How to cancel a Direct Debit To be able to cancel a Direct Debit online you will need to have all the correct details. To get

these please follow the below steps.

Statements and Reports

Step 1 (Getting your Direct Debit report)

From main menu, select Accounts, Statements and reports

44

From the drop list select Direct Debits report

Fill in date range from and to and select search.

Please note: this report is produced once a week on a Friday.

A pop box will appear as above with a list of your reports. Select the latest report by

clicking on the blue text.

You will be shown a list of your Direct Debits.

At the bottom of the report you will have the option to download. Download this report to

a pdf as you will need to refer back to this later

45

Service request / Request and activity log

Step 2 (Cancel Direct Debit)

From the main menu, select ‘Requests and activity log’

Select ‘Orders and request’

Select ‘Make an order or request’

Select Cancel Direct Debit

Complete the below form with the details from the Direct Debit report. All fields with * are

mandatory

46

Select continue

Check and confirm the details are correct

47

Click submit

Step 5 (Request confirmation)

You can check the status of your request by selecting pending orders and requests

You will be shown a list of all your orders and requests.

Waiting for RM approval means it’s waiting to be actioned by the bank

Pending means it has been opened by the bank and is pending action

The status will change to closed once actioned

If unable to action it will show rejected, if you select history it will tell you why it was

rejected

Please note: If you are unable to find your Direct Debit please call business customer services.

48

Please call 03457 213 213* (8am to 8pm Monday to Friday and 9am to 12 noon on Saturday) if you

would like to receive this information in an alternative format such as large print, audio or Braille. The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No.121885). The Co-operative Bank, Platform, smile and Britannia are trading names of The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No.990937. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board. MKT 92175 03/2020