Business Online
Banking user guide
1
Contents
Page 2 Logging in Page 4 Navigation
Page 5 Balances explained Page 7 Adding a beneficiary Page 9 Make an UK payment
Page 10 Make a recurring or one off UK payment Page 11 Make an international payment
Page 12 How to approve a payment
Page 15 Modify or stop a scheduled or recurring transaction Page 20 Search transactions
Page 23 Search and export transactions Page 25 How to stop a cheque
Page 27 Statements and reports Page 28 Reports
Page 30 Service requests
Page 33 How to cancel a Direct Debit
Page 37 Security tokens
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Logging in
Step 1
Ensure you’re on our business website www.co-operativebank.co.uk/business
Click the ‘Login’ icon at the top right hand side of the screen, then click on ‘Business Online Banking’.
This will take you to the Business Online Banking page. Click on the ‘Log in to online banking’ box which will launch a new page.
Enter your Customer ID and your unique User ID in the boxes provided. (You will receive this with your physical security 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.
Step 2
Using a physical security token
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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.) The screen on your token will then display a passcode.
Using a mobile authentication app
Open the app on your mobile device and tap the screen
Enter the four-digit PIN that you created after downloading the app and press ok, or if you have set it up, you can use your fingerprint or faceID. The app will then display a
passcode.
Step 3
Enter the passcode displayed on your security token or app.
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
Important information about our call charges
If you’re calling from the UK, calls to 0800 and 0808 numbers are free from landlines and mobiles; calls to 03 numbers cost the same as calls to numbers starting with 01 and 02; calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge; calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Charges for calls made outside of the UK will be determined by your local provider.
Calls may be monitored or recorded for security and training purposes.
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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.
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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.
2. Available balance: this balance can be found from your home screen, where you see your account balance. If you click on actions and last 30 days 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.
6 3. Running balance: this balance can be viewed in the transaction history tab from the
dashboard. 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 may have been overdrawn at that point in time.
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Add a new beneficiary
Step 1 Navigate to the ‘add a new beneficiary’ screen
Under move money on your home screen, select ‘add a new beneficiary’ and the form will open
or
Menu>Beneficiaries> View beneficiaries>Add a new beneficiary
Step 2 Completing the ‘add a new beneficiary’ form
Fill in all relevant fields. Please note: all fields marked with * are mandatory
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 Using a physical security token
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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.
Using a mobile authentication app
Enter your 4-digit PIN into your mobile authentication app. If you’ve enabled biometrics you can log in using these. Next enter the 8-digit reference number at the bottom of the page 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 app 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.
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Payments
If you have an approval workflow set up within your online banking, any payments you request to send will need to be approved by your selected approver before they leave your account.
Make a UK payment to an existing beneficiary
Step 1 Navigate to ‘Make a 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 which beneficiary to pay
Select which account to make the 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
Check that all the details are correct
Click send
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Make a recurring or one off payment to an existing beneficiary
Step 1 Navigate to ‘Make a UK payment’
Under move money select > Make a UK payment
Step 2 Completing the ‘make a UK payment’ form
Select frequency of the 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, this can be a date in the future
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.
Select which account you want to make the payment from
Select which existing beneficiary you want to send the payment to
Add the amount you wish to send
11 Step 3 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.
Make an International payment to an existing beneficiary
Please check your account tariff for details of any charges Step 1 Navigate to ‘Make an international payment’
From your dashboard, go to ‘move money’
Select ‘Make an international payment’
Step 2 Completing the ‘Make an international payment’ form
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 3 Review and confirm payment
Check that all the payment details are correct
Click submit
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 Navigate to approvals
From the 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.
Step 2 Choosing the action to complete
Next to the payment waiting your approval select actions
Here you can choose which action to complete
Select “Approve transaction” if you are happy to proceed
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If you don’t want the payment to go select “Reject transaction”
Step 3 Approving the request
Please check the details are correct on the preview confirmation page and if you’re happy to continue you will need your token to approve the payment.
Using a physical security token
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 Using a mobile authentication app
Enter your 4-digit PIN into your mobile authentication app. If biometrics have been enabled log in using these. Next enter the 8-digit reference number at the bottom of the page 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 app 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.
14 You will get the below confirmation screen. This only confirms the payment has been actioned.
Step 4 Checking the outcome
To confirm the payment has gone through successfully, go to the home screen/dashboard
Select payment calendar
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.
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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 transactions displayed like the image below
Once you have found the payment you would like to modify or stop, click on the actions link to the right of the payment.
Click on the relevant action.
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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.
Once you have modified the transaction click continue Using a physical security token
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 modifying 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 ‘Submit’ button Using a mobile authentication app
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Enter your 4-digit PIN into your mobile authentication app. If biometrics have been enabled log in using these. Next enter the 8-digit reference number at the bottom of the page 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 modifying the payment to.
The app will then generate an 8-digit passcode. Key this into the form where it says
“Please enter your security token passcode*”, then click the ‘Submit’ button.
Step 3 How to stop a transaction
You can either stop particular instances of a payment, or the complete transaction.
To stop instances of payments
Click on ‘Stop Instances’ option and the below screen will appear
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
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Then click on ‘Stop selected instances’
Using a physical security token
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 stopping 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
Using a mobile authentication app
Enter your 4-digit PIN into your mobile authentication app. If biometrics have been enabled log in using these. Next enter the 8-digit reference number at the bottom of the page 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 stopping the payment to.
The app 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
To stop the complete transaction
Click the green box ‘Stop complete transaction’
Using a physical security token
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 stopping 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
Using a mobile authentication app
Enter your 4-digit PIN into your mobile authentication app. If biometrics have been enabled log in using these. Next enter the 8-digit reference number at the bottom of the page 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 stopping the payment to.
The app 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
(Please note: if this payment was setup through online banking, our Business banking team cannot stop this payment)
19 If you have approvals on payments and you’re cancelling a recurring payment, the request to cancel will need approving.
20
Search transactions
You can search your transactions in a few different ways.
Step 1 Search transactions through last 30 days transactions
From your home screen/dashboard click on ‘Actions’ next to the account you would like to search
Click ‘Last 30 days transactions’
You will be shown a list of your transactions over the last 30 days.
These can be downloaded in XLS, PDF or TXT
Step 2 Search through transaction history
From your home screen/dashboard click on ‘Actions’ next to the account you would like to search
Select ‘View transaction history’
Select ‘Search transactions’
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Complete the date range you would like to search, the pre-set dates are the last 30 days, todays date inclusive.
Click search
Your search results will display your transactions and you can use the arrow to move between pages.
You can also download your transactions from here into a PDF at the bottom of page.
Step 3 Complete an advanced search
If your searching for a particular transaction, or you require a copy of a payment you have made you can complete an advanced search.
From the home screen click on the menu icon top left
Select ‘Accounts’ then ‘transaction search’
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On the ‘Search your transactions’ page, tick ‘Advanced search’
You can select one account to search or all of your accounts
Complete the fields you would like to search on
Click search
Your search results will be displayed and from here you can download into a PDF to save
23
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.
24 Step 2 Exporting the data
Once you have the data you need you can then export this in the following formats BAI2, CSV, OFX, PDF, QFX, TXT & XLS
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How to stop a cheque
Step 1 Navigate to ‘Stop cheque’
From your home screen/dashboard go to menu
Select ‘Manage your cheques’
Select ‘Stop cheque’
Step 2 Completing the ‘Stop cheque’ form
Select account you would like to stop cheque on
Complete all fields. (* are mandatory fields)
Click ‘submit’
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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
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Statements and Reports
Step 1 Navigate to statements
From the main menu select ‘Accounts’
Select ‘Statements and reports’
Step 2 Viewing statements
Select ‘statements’ in the first field
Select the account you would like a statement for
Select date range ‘from’ and ‘to’
Click search
A popup box will appear with a list of all the statements in that date range
Select the statement you would like to view
28 Step 3 Downloading a statement
In the bottom left of the screen, you can select which format you can download in, XLS, PDF, or TXT
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
Step 2 Viewing reports
Select the report you wish to view, for example ‘Standing order report’ (this report is produced once a week on a Friday)
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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.
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Service request
Step 1 Navigate to service request
From the main menu, select ‘Requests and activity log’
Select ‘Orders and request’
Select ‘Make an order or request’
Step 2 Complete service request
Select the option you require
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Complete all the required fields. (all with * are mandatory)
Press continue
You can add additional comments, such as if you require a reference or serial number quoted on paying books you can supply it here (up to a maximum of 6 digits – numerical only)
Click submit
Step 3 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
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A popup box will appear showing you the status of you request as below.
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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
From the drop list select Direct Debits report
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Fill in date range from and to and select search.
Please note: this report is produced once a week on a Friday.
A pop up 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
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
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Complete the below form with the details from the Direct Debit report. All fields with * are mandatory
Select continue
Check and confirm the details are correct
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Click submit
Step 3 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.
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Security tokens
The online banking security tokens provide you with an additional level of security. The security tokens work by generating codes that are required to log on to the system, complete some transactions, and set up new beneficiaries.
On initial request to use online banking, you will be sent a physical security token. To activate this you will need to call our Business Online Banking team. Please have your token with you when you call. You'll be taken through our standard security process before the token can be activated.
Once your physical security token has been activated and you have accessed your online banking, you will have the option to download and link the mobile authentication app to your online banking.
This is as an alternative to using your physical security token for accessing your account and authorising payments.
To link the mobile authentication app to your online banking User ID, please download the HID Approve app from either Google Play or Apple app store, have your physical security token to hand and follow the steps below:
1. Log in to online banking
2. Select 'Set up Mobile Authentication' 3. Select 'Set up new security device'
4. Complete security check by using your physical security token 5. Confirm you have downloaded the app and select 'Start app set up' 6. Either scan the QR code or enter the on-screen details manually 7. Create a friendly name for the new service
8. Set up a 4 digit PIN 9. Select 'complete set-up'
10. Follow the on-screen instructions to test the app
Once you've completed registration you can set up biometrics like face ID or fingerprint, if your device is compatible.
